James Medlin
Cleveland
Summary
Dynamic training professional with a proven track record in onboarding new sales and customer service team members. Delivers comprehensive training programs that foster skill development and enhance performance. Expertise in education, observation, coaching, and motivation drives the achievement of individual and team goals, contributing to overall sales department success. Committed to creating an engaging learning environment that empowers employees to excel and meet organizational objectives. Passionate about continuous improvement and dedicated to aligning training initiatives with business needs.
Overview
26
26
years of professional experience
Work History
Instructional Design Analyst
Whirlpool Customer Experience Center
06.1999 - Current
- Facilitating and development of training for new hires and upskilling seasoned employees with updated training material
- Model effective oral, and written communication in order to engage employees effectively
- Highly motivated and goal-oriented
- Able to effectively problem solve, answer questions and resolve issues
- Strong presentation and time management skills
- Facilitating with success sales and soft-skills training
Education
Master Degree - Business Administration/Human Resources
Bryan College
Dayton, TN01.2016
Associates of Applied Science & Workplace Preparedness Certificate -
Cleveland State Community College
Bachelor of Science - Organizational Management
Bryan College
Dayton, TN01.2013
Skills
- Management of over 100 remote/virtual employees across the US and Canada with cross-functional team collaboration
- Over 10 years Contact Center Supervisory and Analytics Experience and subject matter expert with Salesforce and Enosix software
- Designs, develops, and facilitates workshops, training sessions, and developmental programs that foster technical and soft skills in areas such as: new hire classes (onboarding), process improvements, on-the-job training and business incentives
- Develop and maintain training tools, including worksheets, templates, databases and reports and facilitate role play sessions
- Manage testing and performance for all sales for new hires while in training and monitor trainees’ knowledge before and after training to help determine follow-up training required
- Extensive knowledge using systems: Articulate 360, SAP, Service Bench, Microsoft Office Suite, and exporting proficiency and subject matter expert with video equipment and editing software, including iMovie and Articulate replay
- Collaborate with stakeholders to develop and maintain a strategic training plan which supports performance objectives and addresses identified gaps in skills and competencies
- Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation
- Provide individual coaching and motivation to trainees on progress and performance Ensure seamless transition to the Call Center production floor
- Coaches and enforces front-line employees and leadership in applying skills learned in training and process improvement expertise
Timeline
Instructional Design Analyst
Whirlpool Customer Experience Center
06.1999 - Current
Master Degree - Business Administration/Human Resources
Bryan College
Bachelor of Science - Organizational Management
Bryan College
Associates of Applied Science & Workplace Preparedness Certificate -
Cleveland State Community College
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