Shawheta pickett

Managed all program targets including quality, cost, and timing, ensuring effective communication and tracking per program requirements. Led management team meetings for program and key issue approval, assuring accomplishment of project milestones and gate review compliance.

Documented and established warranty forecasts for Battery Electric Vehicles using Power BI, and formulated quality plans ensuring their proper application during program execution. Managed quality assessments of industrialization in close coordination with Customer Experience and Industrial Quality Teams.

Conducted flash meetings and one-on-one conversations to effectively communicate with external and internal partners. Provided project management across multiple partnerships, from initial intake, change management, scope development, risk management, and creative concept to launch.

Ran and analyzed training reports to follow up on candidate performance and provide team members with training analytics. Monitored Change Management and Risk Management, troubleshooting and resolving technical issues with candidates and end users accessing company network systems.

Collaborated with Subject Matter Experts to develop project goals, training objectives, and final print deliverables including instructor and participant guides. Designed effective training solutions for media content for training and e-learning programs within project budgets.

Developed training solutions for agent-level and management employees, performing needs analysis to identify specific training requirements. Established and standardized organizational structure for current business units, overseeing the training operations team for effective training support.

Handled high-escalation cases for team leads and managers, and taught live session training courses to existing customer service advisors. Performed coaching and performance analysis reports for Academy Bay Advisors.

Processed manager reviews for advisors and developed, mentored, and motivated a team of new hired employees. Managed complex customer cases to resolution to increase loyalty and retention for GM.

Provided assessments and reports for new clients entering into the program, and created action plans for aftercare post-treatment. Responsible for housing and educational placement for each client.

Answered multiple telephone lines, greeted new clients, and determined eligibility. Performed initial assessments upon arrival to the program and processed intake finalization.

Obtained a Master's degree focusing on Literacy and Learning. This program enhanced skills in educational methodologies and learning processes.

Completed a Bachelor of Arts with a specialization in Marketing. The curriculum provided a strong foundation in market analysis, consumer behavior, and strategic marketing.