Kent Bailey

Experience

• 

  Clark County School District

  Nov 2005 - May 2009

  Substitute Teacher / AVID Tutor

  •Facilitated large and small group activities. •Built teamwork and trust with a diverse groups of students. •Coached students on life skill activities. •Supervised classes of up to 40 students; Grades K-12. •Taught subject material in absence of the regular teacher

• 

  The Venetian Macao-Resort-Hotel

  Oct 2007 - Sept 2008

  Supervisor

  •Supervised crews of up to 17 gondoliers to ensure proper execution of all safety guidelines and performance standards.•Handled guest concerns and needs. •Assisted guests from different cultures and in different languages.

• 

  T-Mobile

  Jun 2010 - Sept 2022

  •Deliver/facilitate new hire training to classes of up to 20, using the provided 9 week curriculum•Develop new training materials, courses and facilitation guides to align with site performance and opportunities. Trainings provided to site of over 500 frontline employees and 80+ leaders•Effectively develop CSR’s new hire training by assisting new CSR’s in call handling guidelines and answering general questions and giving suggestions to improve call quality during new hire training. Utilized live observations and KPIs to ensure CSR’s were achieving desired performance•Facilitate continuing education classes to existing CSR’s for new products, features, and services, customer service skills and market launches. Classes were scheduled as necessary in partnership with local Senior Management and Resource Planning teams•Achieve and maintain a significant level of knowledge of customer service center operations, processes, new hire and continuing education training, methods and procedures through site management meetings, company prescribed trainings, real-time job shadowing of current leaders, and self-paced continuing education Show less • Responsible for the LA South migration effort of over 100k Sprint subscribers to the T-Mobile system through a mix of account and network changes• Coach frontline managers, District Managers and direct report teams to improve business analysis and build effective action plans for over 115 stores, and over 800 employees• Create and present weekly meetings focused on the advancement of key loyalty metrics, reduction of customer churn, network migrations, Medallia & NPS feedback, and in-store operational changes• Supported frontline team members through training of operations, technical troubleshooting, and customer resolution. Stepped in to resolve escalated customer situations through virtual and face-to-face interactions Show less •Supported direct integration of T-Mobile & Sprint business processes within 10 different locations and over 100 frontline employees•Performed in-store visits and observations, to uncover potential roadblocks and built pre-emptive strategies to achieve success. •Partnered with local Territory Manager to assist 3rd party stores with integration•Utilized internal resources and collaboration with District Managers, to create content for new tools and training materials to ensure frontline employees understood new store operations, sales systems, and company culture. Training materials were adopted and shared throughout the Market of more than 50 stores and over 500 employees. Show less • Go All IN to support my team through development, training, and mentoring, driving behaviors that will lead to earning a place in our customer’s hearts and store employee success.• Complete observations of store employees’ interactions with customers, including feedback, to be used in development, training, and coaching conversations.• Show my team I’m invested in their success through personalized performance management plans and conversations, as well as celebrating achievements through recognition.• Lead by example, staying up to date on the latest and greatest products, services, training, and leadership best practices to remain an expert resource to my team.• Ensure store employees meet and/or exceed defined, monthly success measurements and complete assigned training on time, and fully.• Seek to hire store employees who are passionate about building long-lasting customer relationships and are fired up about the T-Mobile Brand, and digital technology.• Own store success and take ownership for store employees’ work-related needs, store leadership, staffing and scheduling, maintaining labor controls, marketing, loss prevention and all other store functions.• Support operational excellence by observing every store function, monitoring sales and inventory, manage sales tracking, and implementing new store programs and initiatives. Show less

  • Trainer - Care

    Feb 2022 - Sept 2022

  • Customer Loyalty Manager

    Mar 2021 - Feb 2022

  • Retail Integration Leader

    Aug 2020 - Feb 2021

  • Retail Store Manager

    Apr 2013 - Aug 2020

  • Retail Sales Leader

    Mar 2012 - Mar 2013

  • Retail Sales Associate

    Jun 2010 - Feb 2012
• 

  2020 Companies

  Sept 2022 - now

  • Provide B2B training and strategy for Samsung Electronics USA• Travel to and facilitate all training events, roadshows, carrier events as requested by partners and leadership.• Create more opportunities for selling in house solutions by building relationships with partners to learn customer's needs and managing partners by region (via training, events, etc.).• Collaborate with all stakeholders in order to tailor training to best fit the needs of the team.• Manage the creation and implementation of a variety of different training methods including hands on, blended, digital, technical and train the trainer.• Identify opportunities of improvement or areas of excellence within programs; report findings to senior partners.• Innovate new and fun ways to engage team in training and development activities.• Effectively design/implement training materials to enhance the overall learning experience. Show less

  • Sr. B2B Training Lead - Strategy & Execution

    Jan 2024 - now

  • B2B Training Lead - Strategy & Execution

    Sept 2022 - Jan 2024