Tiffany Brailey

Experience

1. Instructor Analyst

   Accenture

   Jun 2021 — Present

   Develop and deliver classroom training programs, including creating curriculum, conducting assessments, evaluating trainee progress, and managing agent performance to ensure skill development and achievement of goals. Leverage extensive experience with CRM systems and SaaS such as the Microsoft Suite to streamline processes and enhance training outcomes. Deliver New Team Member Orientation (NTMO) and role-specific classroom training sessions, providing subject matter expertise through hands-on CSR experience and participating in regular calibration sessions. Analyze coaching trends to identify opportunities for process improvements, offering data-driven recommendations for enhanced performance. Generate and deliver progress reports to stakeholders in accordance with service level agreements (SLAs). Contribute to project initiatives focused on training, process development, and procedure implementation. Assist staff with inquiries related to procedures and policies and develop Knowledge Management Bulletins for various departments within the healthcare project. Led and supported training efforts for new content and product/course launches, ensuring successful implementation and team readiness. Enabled asynchronous learning by developing computer-based trainings in Articulate, increasing training flexibility and reducing costs. Designed and configured curriculum within the Learning Management System (LMS), enhancing the overall learning experience and ensuring alignment with educational goals. Enhanced the mock calling process for agents by leveraging LMS to generate and analyze detailed reports. Contributed to the development of a comprehensive NTMO training guide in OneNote, enhancing onboarding efficiency. Received 97% positive feedback after every training session and consistently met and exceeded performance targets through side-by-side coaching and delivered detailed coaching reports.

Education

• University of Houston-Downtown

  Bachelor of Science (B.S.), Interdisciplinary Studies

  2002 — 2004

• Texas Southern University

  Master of Science (M.S.), Human Development, Family Studies, and Related Services

  2006 — 2009

Skills

• Community Outreach
• Event Planning
• Higher Education
• Fundraising
• Training
• Volunteer Management
• Case Management
• Microsoft Powerpoint
• Teaching
• Social Services
• Nonprofit Organizations
• Microsoft Office
• Mental Health
• Public Speaking
• Grant Writing
• Leadership
• Nonprofits
• Customer Service
• Program Development
• Program Evaluation
• Powerpoint
• Student Affairs