Carla L. Flores Bustamante
Senior Trainer
Summary
Senior training specialist with proven track record in designing and delivering effective training programs. Known for strong focus on team collaboration and achieving results, adapting seamlessly to changing needs. Skilled in instructional design, curriculum development, and performance evaluation. Reliable and adaptable, fostering environment of continuous learning and improvement.
Overview
11
11
years of professional experience
Work History
Senior Trainer
DoorDash
10.2021 - Current
- Conduct training sessions
- Assess the training needs of employees
- Proficient in utilizing various instructional methods and technology to enhance training delivery
- Motivate and mentor employees to advance their careers
- Analyze training effectiveness and identify areas of improvement
- Develop and implement strategies for individual and team development
- Participate in the selection of new staff and provide on-boarding training
- Collaborate with other departments to ensure effective training programs
- Developed and improved training courses to increase staff performance and overall training effectiveness.
Global Leadership & Development Training Manager
TTEC
07.2021 - 09.2021
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
Senior Trainer
TTEC
07.2017 - 06.2021
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Developed and implemented successful onboarding program.
- Worked with vendors to customize courseware to accommodate business needs.
- Established and maintained quality control standards.
- Provided coaching and mentoring to employees.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed job-specific competencies and performance standards.
- Designed and delivered web-based, self-directed learning materials.
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Collaborated with cross-functional teams to identify knowledge gaps and develop tailored training interventions.
Trainer
TTEC
05.2016 - 06.2017
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with subject matter experts to create accurate training content.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
Customer Service Representative
TTEC
02.2014 - 04.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
San Gabriel High School
801 S Ramona St, San Gabriel, CA 91776, USA 05.2001 -
Skills
Organizational leadership
Lesson planning
Scheduling training sessions
Employee onboarding
Soft skills training
Virtual training
Training delivery
Train-the-trainer
Training and mentoring
Coaching techniques
Curriculum design
Timeline
Senior Trainer
DoorDash
10.2021 - Current
Global Leadership & Development Training Manager
TTEC
07.2021 - 09.2021
Senior Trainer
TTEC
07.2017 - 06.2021
Trainer
TTEC
05.2016 - 06.2017
Customer Service Representative
TTEC
02.2014 - 04.2016
High School Diploma -
San Gabriel High School
05.2001 -
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