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Work Background
Clarity Software Solutions, Inc.Human Resources Training and Engagement Specialist
Jan. 2024 - Oct. 2025Enterprise Software and Network Solutions
AVANGRIDTechnical Training Supervisor
Oct. 2021 - Nov. 2023Trumbull, Connecticut, United StatesDevelop, implement, and facilitate customer service technical training (CS TT) for a high-volume utility corporation serving
approximately 2,300,000 customers in the states of New York, Maine, Connecticut and Massachusetts.
§ Led customer service technical training team to successfully meet unprecedented new hire training demands across
enterprise; covered more than 4,000 on-site training hours, 1,500 admin hours, and 1,400 project facilitation hours.
South Central Connecticut Regional Water AuthorityTraining and Development
Sep. 2019 - Oct. 2021Greater New York City AreaConducted in person and virtual training sessions; worked collaboratively with cross-functional teams, SMEs, and managers to write training objectives, test scenario data, and to foster learning successes.
Served as Project Manager for the implementation of vendor enhancement applications.
Provided change management support to enhance business transformation efforts.
Acting manager for the Customer Care Center; coached / mentored Customer Care Center supervisors.
Developed a standardized approach for call handling and feedback for monthly coaching; conceptualized and implemented a formal QA program developed and presented a new SOP, a scorecard coaching template, and a department training plan. Wrote training documentation standards and revised 100+ documents (41%) within the first six months of employment to create a documentation synergy for the content look and feel; templates are now shared across multiple business units.
AVANGRID aka UIL Holdings CorporationLead Analyst, Training
Feb. 2012 - Aug. 2019New HavenProject Manager for the development and institution of a new customer care soft skills program for Avangrid CSRs, and the creation / implementation of external training programs for an outsource vendor.
Mentored new trainers in facilitation skills and training course development.
Partnered with SMEs to design, develop, and implement courses and manuals, job aides, and support materials.
The United Illuminating CompanySupervisor, Bilingual - Customer Care Center
Dec. 2008 - Feb. 2012New Haven, CTSupervised Customer Care Center Representatives within a call center.
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