Jenny Anne Gonzales

Responsibilities:

• Supervise and mentor a team of trainers, providing guidance and ensuring effective training delivery.
• Develop and implement comprehensive training programs for new hires, ongoing development, and compliance.
• Design and update training materials in collaboration with subject matter experts.
• Track and report on training effectiveness, using metrics to drive improvements.
• Ensure training programs are aligned with business objectives and employee needs.
• Manage the scheduling, logistics, and execution of training programs.
• Facilitate training sessions and create engaging learning experiences.
• Provide ongoing support and feedback to employees post-training to ensure skills are applied effectively.

• Team Leadership: Proven ability to manage, motivate, and develop a diverse team of associates.
• Technical Support Experience: Strong understanding of technical troubleshooting for products and services, particularly in a customer service context.
• Platform Proficiency:JIRA: Familiarity with ticketing and issue-tracking systems.
  Tableau: Experience with data visualization and reporting, turning insights into actionable recommendations.
  Netsuite: Knowledge of ERP systems for managing orders, inventory, and customer information.
• Problem-Solving: Ability to identify and resolve operational issues, whether related to fulfillment processes or technical client concerns.
• Communication: Excellent written communication skills for clear and effective email-based technical support.
• Analytical Mindset: Ability to interpret data to make informed decisions about team performance, order fulfillment, and customer service improvements.
• Evaluated training effectiveness through regular feedback surveys, making necessary adjustments to course content as needed.
• Developed customized learning plans for employees at different skill levels, ensuring optimal knowledge retention and skill development.
• Maintained detailed records of employee progress throughout training programs, allowing managers to easily track improvements over time.
• Provided ongoing support for alumni of technical training programs, answering questions or offering additional resources when needed.

• Training & Development Expertise: Strong background in creating and delivering training programs, with a focus on adult learning principles and effective instructional techniques.
• Experience with Amazon Systems: Deep knowledge of Amazon Marketplaces, Fulfillment by Amazon (FBA), and Seller Central tools.
• Consulting Skills: Ability to work with internal teams and clients to design customized solutions that address business-specific needs.
• Communication Skills: Excellent verbal and written communication skills, especially when presenting training materials and interacting with clients and internal stakeholders.
• Project Management: Strong organizational skills to manage multiple training programs, client needs, and course development projects.
• Feedback and Reporting: Ability to collect, analyze, and act on feedback from training sessions, using data to improve the effectiveness of future programs.

• Training Expertise: Strong experience in delivering both foundation skills and product-specific training to technical teams.
• Product Knowledge: In-depth knowledge of AT&T BGIX and HFC systems, or the ability to quickly master complex technical concepts and communicate them effectively.
• Creative Facilitation: Ability to design and deliver interactive, engaging, and effective training programs using a variety of teaching methods and tools.
• Attention to Detail: High attention to detail to ensure training processes, materials, and content are accurate and of the highest quality.
• Classroom Management: Proven ability to handle multiple training sessions and ensure smooth, efficient delivery of content.
• Motivational Skills: Ability to inspire and motivate agents, creating an environment conducive to learning and personal development.
• Continuous Improvement Mindset: Committed to improving training programs and adapting to the changing needs of the business.