Nicole Jackson

About Nicole Jackson

Collectively as a Training Specialist, I bring over ten years of experience in learning and development strategy, training program management, and both on-site and virtual facilitation skills. My role focuses on designing and implementing effective training programs that align with organizational goals, fostering employee growth, and enhancing team performance. Prior to training I have been in various management roles leading several teams for a total of more than 10 years. I\'ve successfully coached and developed direct reports to provide excellent service while maintaining efficiency and helping to find and maintain the balance of the two.In a previous role as a Performance Assurance Consultant in Operations, I worked closely with leadership in coaching and developing Customer Service and Technical Support Representatives. Most of my role included developing leaders and teaching them to utilize behavioral coaching skills and techniques. By doing so, this improved KPIs, efficiency and customer satisfaction results for the business.With a strong foundation in leadership coaching and facilitation, I collaborate with teams to deliver meaningful training initiatives. My goal is to empower individuals through continuous learning opportunities, ensuring they are prepared to succeed in evolving and dynamic environments.

Experience

1. Process Engineer

   Cartamundi

   Nov 2025 — Present · East Longmeadow, MA, US

   The Process Engineer | Training Coordinator is responsible for developing, coordinating, and sustaining employee training programs that strengthen safety, operational efficiency, and professional growth across the site. This role will oversee onboarding programs, the training management system, and professional development initiatives (internal and external) while facilitating safety training. In addition, the coordinator will create video-based training modules and maintain a centralized training library to ensure accessible, consistent, and effective instruction for all employees. By collaborating with operations, quality, and leadership teams, the coordinator will ensure training is aligned with business goals and consistently delivered across the organization.Training Program Development & DeliveryEstablish, refine, and develop training programs, including written, visual, and video-based procedures.Coordinate safety training programs in compliance with OSHA and company standards.Lead onboarding training to integrate new hires effectively into operations.Manage and maintain the training management system (TMS).Create and maintain a training library of written, visual, and video instructional resources accessible to employees.Plan, coordinate, and track professional training programs.Develop training matrices by role.Define prerequisites for advancement with leadership.Evaluation & Continuous ImprovementDevelop metrics to evaluate training effectiveness and adjust methods to meet objectives.Routinely audit training processes across shifts and assess trainer performance.Ensure obsolete procedures are removed and replaced with current versions.Turn operational failures into opportunities through root cause analysis and updated training content.Collaboration & ReportingPartner with supervisors, managers, and quality leaders to ensure alignment of training needs and delivery.Prepare and present training reports and recommendations to management.

Education

• University of Connecticut

  Bachelor of Arts (B.A.), English Language and Literature, General

• Strayer University

  Master of Business Administration (M.B.A.), Business Administration and Management, General

Skills

• Call Centers
• Customer Retention
• Customer Service
• Windows
• Project Management
• Microsoft Office
• English
• Curriculum Development
• Consulting
• Ctt
• Microsoft Excel
• Powerpoint
• Microsoft Word
• Team Leadership
• Project Planning
• Leadership Development
• Program Management
• Wireless Technologies
• Account Management
• Process Improvement
• Photoshop
• Customer Experience
• Telecommunications
• Contact Centers
• Management
• Team Building
• Leadership
• Coaching
• Coaching and Development
• Customer Satisfaction
• Training