LORI MITCHELL11825 W. Poinsettia Drive, El Mirage, AZ 85335 | 623-696-6107 | mrsfm00@gmail.com

SUMMARY

Effective communication skills, both written and oral, when dealing with internal and external customers Ability to present ideas, concepts and questions in a well thought out and professional manner to employees,

colleagues and clients Effectively uses Accelerated Learning to adjust to different learning styles during facilitation as well as

online learning Over 10 years of excellent facilitation skills within large and small training sessions Extensive call center experience with inbound/outbound calling, training and development experience Proficient in Microsoft Office Suite, Canvas Learning Management System, Sales Force, CRM and

LoudCloud. Vast knowledge of the Disney Way

EDUCATION

Grand Canyon University, Phoenix, Arizona Bachelors of Arts, Communications, May 2016 GPA 3.92 President’s List-throughout entire degree program

PROFESSIONAL DEVELOPMENT

Registered for the June 2016 Employee Engagement Course at the Disney Institute (June 2016) Ongoing attendance at Grand Canyon University’s training workshops (April 2016) Ongoing attendance at Grand Canyon University’s Manager Development Program (May 2016)

TRAINING AND DEVELOPMENT

Created all training materials including creating processes to create job aids Developed and implemented the online learning platform via Canvas Established SharePoint website to house the job aids Utilized training curriculum to deliver new hire and reoccurring training to over five hundred associates.

Facilitated training sessions for participants to impart essential skills and knowledge for required positions Delivered measurable assessments to 10-20 participants per training session for understanding during and

upon completion of training sessions Modified training materials to be audience-appropriate while being complete and concise Initiated updates to training curriculum and procedures Designed and delivered training utilizing adult learning styles Completed one on one coaching sessions to measure comprehension

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LORI MITCHELL623-696-6107|mrsfm00@gmail.com

LEADERSHIP

Managed direct reports of 60 student workers, 9 full time employees, and 6 supervisors Managed the Training Department and classroom training sessions Coached new & tenured team members increasing transfers per hours to 2-3 and call quality scores to

95% Documented the progress of team members and scheduled training along with coaching sessions Consulted with internal departments for training opportunities Partnered with departments to implement system migration and processes

RECRUITING

Interviewed utilizing behavior based interview questions Partnered with Career Services to assist student workers with onboarding tasks Hosted job fair table to recruit potential new hires

EMPLOYMENT HISTORY

Training Manager/Operations Unit Manager, Grand Canyon University, Phoenix, Arizona 2011-Current

Systems Training Specialist, DeVry University, Phoenix, Arizona 2010-2011Training Specialist, Deluxe Financial Services, Phoenix, Arizona 2007-2009

VOLUNTEER EXPERIENCE

Volunteer, New Life Pregnancy Center, Phoenix, Arizona 2016-2016 Assisted families will their needs such as diapers, clothes, and moral supportVolunteer, New Life Pregnancy Center, Phoenix, Arizona 2016-

Current Facilitate parenting classes

ADDITIONAL PROFESSIONAL ACTIVITIES

Co-Manager, Deluxe Financial Services, Phoenix, Arizona 2009-2009 Co-Managed the Diversity Committee Created and marketed activities to raise diversity awareness-Coordinator, Deluxe Financial Services, Phoenix, Arizona 2002-2003 Co-Coordinated United Way events to help raise money for the organization