Michelle Eubanks
Camby
Summary
I am an initiative-taking, responsible, dependable, enthusiastic, and extremely hard working. I easily adapt to change and work well in a team environment. I work well without supervision and under strict guidelines, all while achieving tight deadlines.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Domestic Quality Assurance Supervisor
Continuum Global Solutions
01.2024 - 01.2025
- As the Domestic QA Supervisor for Continuum, I was responsible for a team of upto 10 Quality Assurance Team Members.
- My role was to align QA with Supervisors to obtain audits on live and recorded calls on each agent within the teams and different operating sites.
- Providing feedback to Supervisors and the Site Leadership, while providing coaching ideas for behavior change to meet client expectations.
- As the Supervisor, I was responsible for providing data feedback on a daily basis with charts of sales changes with reference to call types, reason for customer call, proper process flow and changes before/after appropriate coaching.
- Held weekly call calibration sessions with Site Leadership based on client requirements.
Training Operations
Continuum Global Solutions
01.2020 - 01.2024
- Training Operations Department for Continuum, is overseeing all communication with new hires, Recruiting, and Work force Management.
- Focused on trainer alignment based on hiring needs.
- I also run audits for Verizon continuing education, Trainer PTO approval, assist with new Verizon line of business start-up.
- Additionally, create and maintain training trackers, updating employee hours for PACT, creating, and monitoring schedule adjustment tickets for Global Workforce to confirm accurate scheduling for all ongoing classes.
- Actively participate in scheduled Trainer Teach Backs to ensure quality expectations of the client and Continuum.
Corporate Trainer
Continuum Global Solutions
01.2017 - 01.2020
- As a Corporate Trainer I was responsible for Training and Coaching my Trainees through the 5 weeks of new hire training, to meet client and quality expectations.
- Chosen for pilot of a dual role Trainer/Supervisor.
- Mentoring new Trainers and coaching them through their first classes.
- Also performed weekly coachings for other Training classes, to meet strict client timeframes.
- As the lead trainer for Anderson LNP, I assisted in Supervisor support to the new line of business during the initial launch phase.
- Partnered with my Training Manager and the QA Supervisor to increase skills to become a more effective coach.
Middle School Instructional Assistant
Decatur Township School District
01.2013 - 01.2016
- Developed Math Program to increase the math proficiency for students with lower-than-average scores.
- Afforded a brand-new Reading Program to assist is lower readers to improve comprehension.
- Designed program from scratch, just on basic knowledge of learning styles of each individual student.
- Through collaboration of other teachers, a robust program was implemented.
- Over the course of six months, a 65% improvement was observed after the Indiana Standardized Test, ISTEP, calculations were provided to the district.
Education
High School - General Studies
Stillwater High School
Stillwater, Oklahoma05.1986
Some College (No Degree) -
Indiana Tech
Indianapolis, INSkills
- Organization
- Scheduling
- Quality
- Training
- Computer systems
- Certified Verizon Wireless trainer
- Content creation
- Multitasking
Certification
Certified Verizon Trainer
AT&T Content Creation and Trainer
Active Shooter Training
Ergonomic Training Certification
AT&T Content Creation and Trainer
Active Shooter Training
Ergonomic Training Certification
Timeline
Domestic Quality Assurance Supervisor
Continuum Global Solutions
01.2024 - 01.2025
Training Operations
Continuum Global Solutions
01.2020 - 01.2024
Corporate Trainer
Continuum Global Solutions
01.2017 - 01.2020
Middle School Instructional Assistant
Decatur Township School District
01.2013 - 01.2016
High School - General Studies
Stillwater High School
Some College (No Degree) -
Indiana Tech