@dontaesimon
Learning and Development professional at Verizon who set delivery direction for Ascend, reaching 1,180 learners with 94% completion.
United StatesAt Verizon, I set delivery direction for Ascend across 43+ delivery partners, reaching 1,180 learners with 94% completion. I also helped facilitate train-the-trainer sessions that upskilled 75+ trainers.
I partnered with contact center leaders on training needs analysis and built a workshop that reduced average handle time by 10%. I used Gemini to prototype a stakeholder intake form that improved stakeholder satisfaction by 7%.
Work history, roles, and key accomplishments
Facilitated new hire programs and led enterprise leadership training initiatives, achieving high completion rates and learner satisfaction. Applied performance consulting and AI tools to develop targeted learning solutions.
Managed learning and development for a call center of over 1,000 employees, overseeing a team of trainers and ensuring high training completion rates.
Led and coached a team of 12-15 direct reports across multiple customer service functions, managing escalations and improving performance metrics.
Resolved escalated tier 2 technical support issues and served as a subject matter expert and support coach for new hires.
Handled customer support, billing disputes, consultative sales, and problem solving.
Degrees, certifications, and relevant coursework
Google AI Professional Certificate, Artificial Intelligence
Completed the Google AI Professional Certificate.
Bachelor of Science, Management
Bachelor of Science in Management.
Lean Six Sigma Green Belt, Process Improvement
Completed Lean Six Sigma Green Belt training.
Master of Arts in Education, Adult Education and Training
Master of Arts in Education with a focus on Adult Education and Training.
Certified FIERCE Conversations Facilitator, Communication
Certified as a FIERCE Conversations Facilitator.
Software and tools used professionally
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