Sharon Johnson - Gladden

Experience

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  Cendant

  Jan 1998 - Apr 2000

  Corporate Trainer

  Trained and worked directly with management with performance of new and current employees in the travel industry contracted with Expedia.com Conducted training program for new employees to ensure all policies and procedures are meet based on company standardsProvided ongoing consultation, resources and material to management and supervisor to ensure all updates and changes are implemented from corporateEvaluated quality assurance and monitor all employees to ensure that the proper procedures are being implementedTrained and supervised employees, to ensure agents are maintaining a professional manner and that company policies and procedures are being appliedCoordinated all intracompany departments in the development, review of documentations and other information related to quality and general compilation in meeting and exceeding company retention goals and maintaining current clientsAnalyzed training materials as needed to address any updates and implementation of new business policies or proceduresMade recommendation of installations of new systems and procedures and with implementation, instructs personnel regarding themTrained at-risk agents one-on-one with sales, talk time or other complex problems and recommended solutions to increase performance Show less

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  TRX Corporation

  May 2000 - Apr 2005

  Corporate Trainer/ Quality Assurance Coordinator
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  TRX, a Concur Company

  May 2000 - Apr 2005

  Senior Corporate Trainer

  Trained and worked directly with management with performance of new and current employees in the travel industry contracted with Expedia.com Conducted training program for new employees to ensure all policies and procedures are meet based on company standardsProvided ongoing consultation, resources and material to management and supervisor to ensure all updates and changes are implemented from corporateEvaluated quality assurance and monitor all employees to ensure that the proper procedures are being implementedTrained and supervised employees, to ensure agents are maintaining a professional manner and that company policies and procedures are being appliedCoordinated all intracompany departments in the development, review of documentations and other information related to quality and general compilation in meeting and exceeding company retention goals and maintaining current clientsAnalyzed training materials as needed to address any updates and implementation of new business policies or proceduresMade recommendation of installations of new systems and procedures and with implementation, instructs personnel regarding themTrained at-risk agents one-on-one with sales, talk time or other complex problems and recommended solutions to increase performanceMonitored employees' performance on an ongoing daily basic to make sure all agents are in accordance with quality assurance guidelinesEvaluated and identified area for refresher training for new and senior employeesProvided on the spot coaching or assist in maximizing individual customer care experiencePerformed supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting Show less

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  Time Warner Cable

  Apr 2005 - Jul 2015

  Retention Sales/Customer Services Specialist
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  Prysmian Group

  Aug 2016 - Aug 2017

  Accounting Clerk

  • Provided accounting and clerical assistance to support Finance Department • Researched, tracked, and resolved outstanding accounting issues • Compiled and sorted invoices and checks, issued checks for accounts payable. • Processed mail and match payments to invoices, placed checks in envelopes and mail out • Recorded business transactions and key daily worksheets to the general ledger system. • Recorded charges and refunds and supported accounting personnel • Input type vouchers, invoices, checks, account statements, reports, and other records. • Prepared general ledger postings and statements • Matched invoices to work orders and processed bills for payment • Contacted individuals and companies with delinquent accounts Show less

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  VBO

  Jan 2017 - Dec 2019

  Project Specialist
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  Maximus Federal Services

  Dec 2019 - now

  Virtual Trainer

  Trained employees on all aspects of their job duties on collection and distribution of sensitive data with the 2020 U.S. Census Bureau Trained CSRs one-on-one with script adherence, talk time or other quality assurance areas to increase performance Ensured CSRs maintained a professional manner and that company policies and procedures are being applied Supervised CSRs performance and administrated progressive discipline process while in training Stay proficient in instructional methods Created a positive transition from classroom to work team Show less