Charles Dixon

About Charles Dixon

I am a driven Learning and Development Leader with a successful record of results. Currently, I design and facilitate new hire onboarding and continuous learning training/career development initiatives for operations and customer support learners. I deliver instructor led training curriculum via in classroom or virtual class for distance learning participants. Responsible for planning, developing, and executing, multiple training projects per quarter which also incorporates computer based eLearning training. Perform a broad range of administrative and managerial records tasks within the LMS Pathway. I have the skillset to design, evaluate, or update courses to support complex business processes, systems and critical business skills training. I support operations and customer support organization within Mercedes-Benz USA. I ma proficient in Articulate Storyline, Camtasia, SnagIt, Microsoft Office Suite and online delivery software such as WebEx (or equivalent webcast software Zoom).

Experience

1. Manager of Customer Care Center (Ccc) Learning and Development

   Mercedes-Benz USA

   Jun 2022 — Present · Atlanta, GA, US

   Training Manager provides expertise in managing our training programs and collaborating with vendor partners to ensure agents are equipped to support Mercedes-Benz customers with the best training experience. Responsible for developing training content and delivering that content to our vendor partner training team and to internal CAC departments as needed. Implementing technology to drive learning and establish positive partner relationships and training experiences.Accomplishments: Lead Training Project for CRM implementation across multiple locations with successful implementation to maintain service level.Lead, manage, and develop a team of trainers and curriculum designers.Oversee all learning initiatives within the Customer Assistance Center (CAC) in close partnership with the CAC Extended Leadership Team and vendor partners.Develop and implement an overarching training strategy in alignment with CAC strategy and objectives and monitor overall training effectiveness.Oversee training content development (new hire and ongoing training) and ensure content remains up to date and consistently meets operational needs.Participate in regular meetings to discuss strategies to improve overall call center performance and the impact of those strategies on training programs.Stay abreast of industry leading practices and standards; utilize technology and innovation in implementing training programs.Maintain a keen understanding of training trends, developments, and best practices to ensure that our training portfolio includes diverse learning methods to accommodate different learning styles.Perform audits and certifications of vendor trainers to ensure effective delivery of training material and alignment with MB brand and CAC expectations.Partner with CAC call handling vendor and internal Vendor Management teams to ensure knowledge, process and quality gaps are identified and effectively integrated into new hire and refresher training methods.

Education

• Jacksonville State University

  Bachelor of Arts (B.A.), Liberal Arts Concentration in Psychology

  2008 — 2012

• Georgia State University

  Master's degree, Instructional Design and Technology

  2017 — 2019

Skills

• Microsoft Office Suite
• Leadership
• Greek Life
• Student Life
• Public Speaking
• Powerpoint
• Customer Service
• Microsoft Word
• Event Planning
• Time Management
• Management
• Microsoft Excel
• Social Media
• Wireless
• Community Outreach
• Microsoft Office
• Team Building
• Budgets
• Sales Management
• Social Networking
• Facility Management (Fm)
• Training Facilitation
• Technical Trainer
• Corporate Training
• Learning and Development
• E-Learning Implementation
• Wireless Technologies
• Microsoft Powerpoint