Lisa Boseman

Experience

• 

  Verizon

  May 1998 - Jan 2017

   Supervise a team of 10 facilitators through team work methodology and innovative concepts  Facilitate leadership specialized topics in coaching, systems and business policies/procedures Implement/revise curriculum/Quick Reference Guides when applicable to business needs Conduct analytical studies, monitor and evaluate projects for over 700 employees Subject Matter Expert with industry projects for department representation Collaborate with stakeholders to ensure mutual understanding to meet performance goals Show less • Lead and prepare train-the-trainer certifications which requires: facilitation, coaching/feedback, building action plans for the purpose of training success • Responsible for delivering advanced customer service skills/products/data, leadership, managerial initial training, cross-functional and other training sessions. • Collaborated with multiple workgroups to develop curriculum for new hire employees to be used enterprise wide.• Use adult learning training methodology, appropriate media, trainer materials and effective presentation skills. • Manages classroom environment so it is safe and conducive to learning partners. Attends regional/area/project meetings, conducts workgroup observations (store visits, floor observations, business-to-business ride-along) for effective use of business acumen to Key Performance Indicators) Show less Trainer, Verizon Wireless – Tampa FL Call Center• Facilitate systems, processes, products and support standards to embedded and newly hired employees for Customer Service.• Developed embedded customer service, and strategic partners representatives with system enhancements, wireless technology, basic and advanced troubleshooting, call handling skills, general and advanced soft skills, and new products and services. • Provided analysis and feedback for future improvements and implementations of best practices. Show less

  • Sr. Manager Learning & Development

    Jan 2011 - Jan 2017

  • Sr. Trainer - Learning & Development

    Jul 2001 - Jun 2011

  • Trainer - Learning & Development

    Sept 2000 - Jul 2001

  • Customer Service Supervisor

    Oct 1998 - Sept 2000

  • Acting Supervisor, GTE Mobilnet

    May 1998 - Oct 1998
• 

  Delta Dental Ins.

  Mar 2017 - now

  Manager of Training and Documents

  • Develop 10 direct reports for the purpose of meeting Center and Business initiatives through Quality Assurance and direct feedback/coaching.• Manage training compliance to over 800 employees by analyzing reporting and taking appropriate actions for the purpose of educating on products, services and resources. • Subject Matter Expert with cross industry projects such as pricing, promotions and new device launch curriculum• Facilitate leadership curriculum in the areas of coaching, feedback and documenting behaviors• Respond and present best practices appropriately to learner needs and provide recommendations to our Strategic Partners.• Communicate ideas to all levels of the organization using tact, persuasion and discretion to achieve business objectives and goals. Show less