Vondell Morgan
(Government Contractor) Training Manager for Custom Border Protection, (CBP)
- Role
- Training Manager at PayPal
- Location
- Washington, DC, US
- LinkedIn followers
- 500 followers
About Vondell Morgan
A human resources professional with 15 years of training experience, with a focus on…
Experience
Training Manager
Oct 2017 — Present · Washington, DC, US
PayPal INC. Hunt Valley, MD 2/2012 – PresentBrought on board to facilitate multiple customer service classes (empathy, soft skills, and servicing customer\'s needs), conduct train-the-trainer sessions, review and update materials to ensure accuracy, measure ROI for clients, and design training curriculum based on clients\' needs. Tasked with handling sensitive paperwork, documenting classroom behaviors, conversing with leaders on delicate issues pertaining to teammates, and dealing with employee terminations. Coached and mentored teammates on a daily basis through side-by-side interactions and team learnings; provided constructive feedback on KDI, AHT, and RRC scores. Collaborated with clients to ensure accuracy of training provided; this was achieved by conducting surveys to evaluate program effectiveness, performing needs analyses, and developing new training modules to assess training needs. Recognized changes needed for improvement of processes and procedures, and conveyed recommendations to senior management. Facilitated, designed, and created classes that improved the Average Handle time (AHT) and Transfer Rate between departments. Played a key role in identifying performance gaps and, with the use of the Addie Model, designed classes that offered additional product knowledge for teammates. Worked closely with various BU and OE partners to ensure PayPal’s mission and brand statements were represented throughout the entire organization.
Education
University of Maryland University College
Bachelor of Applied Science (B.A.Sc.)
Skills
- Banking
- Sales
- Performance Management
- Onboarding
- Leadership
- Coaching
- Applicant Tracking Systems
- Employee Engagement
- Retail Banking
- Training
- Customer Satisfaction
- Human Resources
- Consumer Lending
- Management
- Time Management
- Employee Relations
- Customer Service
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