April Keith

About April Keith

I am an experienced Customer Service Management professional leading various sized teams to success while enhancing company retention rates and brand management. I have successfully implemented process improvement strategies that reduced call times, mitigated client concerns, and streamlined onboarding protocols. I truly believe that customers are what make or break the upward growth and momentum of a company and I apply that mindset in overseeing customer service teams. Creating value for the customer while empowering my teams to do the same has resulted in client growth, reduction in turnover, and enhanced overall employee morale.

Experience

1. Training and Development Consultant Ii

   Kimray, Inc

   Jan 2025 — Present

   Partner with functional management team to establish team development/training plans.• Run training metrics on a quarterly basis to proper documentation for audit purposes.• Meet with clients on a quarterly basis.• Provide clients with development options utilizing any curated materials and internal resources such as competencies, libraries, OD resources, videos, etc.• Assists in performing needs and/or gap analysis with OD or more senior L & OD team members.• Provide clients with efficient and effective metrics for their functional area.• Own the delivery of assigned Kimray training or development resource.• Facilitate in-person and virtual training sessions across assorted topics, ensuring content delivery meets specific audience level.• Ensure all training has clear learning objectives.• Operate the Core in learning administration and reporting.• Use adult learning techniques to make training and delivery more engaging.• Prepare all administrative tasks: guides, handouts, technology, facilities, supplies, snacks, etc.• Ensure all documentation is in the system of records for training and follows quality standards.• Conduct periodic reviews of training materials and resources under their ownership.• Use metrics to make improvements in training.• Utilizing the ATD and KF competencies framework for continuous personal development plan.

Education

• University of Science and Arts of Oklahoma

  69 Credit Hours Completed