Rebecca Gilbert

Experience

• 

  Youth Enrichment Services

  Jan 2011 - Jan 2011

  Program Coordinator

  Provided assistance for families; juggled over 300 families sign-ups, paperwork, and questions. Participated in recruitment events for volunteers and youth. Lead groups of 10-12 youth on outdoor trips including biking, kayaking, and rock climbing; organized stalk room and prepared shop for the upcoming season. Cumulated and compiled the numbers from our summer program from spreadsheets into published documents.

• 

  NatureBox

  Jan 2014 - Jan 2015

  Partnered with cross-functional teams to understand goals, priorities, and metrics. Collected and organized surveys and data queries from customer input responses. Provided operational support for program and training-related events.Key Contributions• Promoted from Customer Service Agent to Insights Analyst in less than a year after demonstrating exceptional leadership skills.• Conducted extensive data analysis to translate key insights into recommendations that improve the customer experience.• Mentored, coached, and trained 9 new employees on processes, policies, and best practices. Show less

  • Customer Insights Analyst

    Jan 2014 - Jan 2015

  • Customer Service Agent

    Jan 2014 - Jan 2014
• 

  IPSY

  Dec 2015 - Dec 2022

  Drove and owned all training program management in collaboration with internal and cross-functional team leaders to identify departmental training objectives. Conducted L&D needs analyses and training scoping sessions with stakeholders. Oversaw L&D program administration, facilitation, and logistics. Administered surveys, analyze feedback, and leverage data analytics to drive learning initiatives.Key Contributions• Recognized as a Top 10% performer company-wide.• Revamped onboarding schedule to maximize clarity and learning.• Redesigned existing mentor program and trained mentors.• Rehauled Incentive Program to maximize agent experience.• Significantly increased L&D score after transitioning to T&D Manager.• Revamped commerce contacts tracking system.• Standardized and centralized tools that increased program consistency.• Hired, onboarded, and managed 2 direct reports. Show less Monitored inbound volume and prioritized agent workload to meet weekly service level metrics. Managed backend of contact ticketing system including writing rules to route tickets, creating labels to monitor trends, and organizing macros. Owned and maintained team SLAs. Investigated misses, determined and owned fixes, and reported findings. Managed reporting for 30+ team of US agents in various operations. Key Contributions• Promoted to T&D Manager to drive L&D for 250+ global Care team.• Project Managed the search and evaluation of a new Customer Care ticketing system.• Developed and implemented 4-part “Excel Bootcamp” training for 50 team members, which resulted in 4 agent promotions.• Owned hiring process for backfill position; reviewed 550+ resumes, participated in 50+ phone screens, and conducted in-person interviews.• Developed Happiness Survey for Care team; devised solutions to enhance employee satisfaction including team building events.• Built CSAT specific “Delight” team to investigate low CSAT scores and improve member experience. Show less

  • Training & Development Manager, Customer Care

    Apr 2019 - Dec 2022

  • Analytics Manager, Customer Care

    Dec 2015 - Apr 2019
• 

  Everlaw

  Jan 2022 - Feb 2024

  Learning And Development Specialist

  Owns the company wide Onboarding program, including facilitating the live sessions, streamlining all processes and procedures, and driving necessary change to continuously enhance the program. Seamlessly works with cross functional partners from across the organization on live and e-learning company wide training initiatives. Contributes to the design, creation, and launch of company wide leadership development program. Facilitates all live and async trainings through a lens of diversity, equity, and inclusion.Key Contributions• Successfully onboarded over 300 employees with an average satisfaction rate of 93%• Transitioned the remote Onboarding program to a Hybrid experience• Aided in the design, creation and implementation of the company wide leadership development program in partnership with HR• Spearheaded the search for an Onboarding tool to be used to streamline all Onboarding processes• Executed the training design and facilitation of a performance management manager workshop, earning a 94% satisfaction rate• Partnered with broader employee experience team to execute company wide Return to Office events and programing Show less

• 

  The Center for Youth and Family Solutions

  Apr 2024 - now

  Training Specialist