Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHERVON ALEXANDER

Castries,St. Licia

Summary

Experienced Training Manager with 7+ years in Training and Development. Expertise in designing and delivering training programs, facilitating organizational change, and leading effective teams.

Overview

24
24
years of professional experience

Work History

SITE TRAINING LEAD

ITEL INTERNATIONAL
06.2022 - Current
  • Secured and onboarded the largest and quickest growing client account with training throughput rates of 95% and higher.
  • Recruited, interviewed and onboarded new instructors, increasing workforce by 40% while boosting corporate success.
  • Optimized training resources by conducting regular audits and eliminating redundancy or outdated materials, maintaining a current and effective learning library.
  • Introduced innovative teaching methods to optimize learning outcomes within diverse working environments.
  • Championed diversity and inclusion initiatives within training content, fostering a more inclusive workplace culture that values different perspectives and experiences.
  • Streamlined onboarding process for new hires, reducing time to proficiency and increasing employee satisfaction.
  • Developed specialized curriculum for targeted skill improvement, resulting in higher productivity levels.
  • Facilitated effective communication between departments through collaborative workshops, enhancing organizational synergy and productivity.
  • Served as the primary point of contact for external training vendors, negotiating contracts and ensuring alignment with company objectives.
  • Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.
  • Collaborated with management to identify specific employee development needs and tailor training materials accordingly.
  • Managed budget allocations for multiple training projects, ensuring cost-effective delivery without compromising quality or impact.
  • Successfully transitioned company-wide training initiatives from in-person to virtual formats during the COVID-19 pandemic, maintaining high engagement levels among participants.
  • Increased retention rates by developing customized career development plans tailored to individual goals and aspirations within the company framework.
  • Implemented robust evaluation metrics to measure individual progress and align training programs with business objectives effectively.
  • Pioneered use of interactive (AI) technology in training sessions to create immersive learning experiences.

LEAD TRAINER

ITEL INTERNATIONAL
01.2021 - 05.2022
  • Provided effective and efficient support in ensuring the transformation of training through curriculum development.
  • Encouraged and facilitated up-training/continuing education sessions and other developmental initiatives to drive consistent performance improvement.
  • Aided the Training Manager in supporting and supervising the trainers to ensure training delivery in accordance with the training curriculum.
  • Assessed instructional effectiveness to determine the impact of training on employee skills and KPI's, followed by the appropriate action plans to drive improved results.
  • Pivoted Training Satisfaction by nearly 20% for our largest and most demanding client account.
  • Expanded the growth of our largest account by 100%, scaling the account to over 500 employees, with training retention rates of 95% and higher.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Worked with clients to customize training content to accommodate business needs.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

TRAINER

ITEL INTERNATIONAL
06.2020 - 01.2021
  • Executed training delivery to new and existing employees, introducing them to all tools, platforms and content relevant to their success within the company.
  • Developed various initiatives geared to assist employees with achieving specific learning outcomes.
  • Conducted training needs assessments by collecting information regarding response systems, human interactions, and information systems requirements, understanding job specific functions and tasks.
  • Identified and delivered training and development needs based on both organizational and individual needs.
  • Assessed trainee performance and provided support towards implementing initiatives geared towards improvements.
  • Trained and mentored over 150 new personnel, hired to fulfill various roles, while maintaining an average training retention rate of 95%.

PERFORMANCE MANAGER

1-888-GO-ANSWER!
09.2019 - 06.2020
  • Assisted in the coordination of strategic and operational activities within the organization including program support, coordination, collation of information, reporting and data analysis.
  • Managed the organization's overall performance, overseeing team objectives and the delivery of business performance solutions.
  • Liaised with program stakeholders as required to ensure the efficient delivery and maintenance of high-level performance driven results.
  • Prepared Call Center performance reports by collecting, analyzing, and summarizing data and trends.
  • Coached and developed team supervisors to be effective leaders and coaches to their respective teams; providing every agent with an equal opportunity to drive expected organizational performance driven results.

PROGRAM MANAGER

1-888-GO-ANSWER!
01.2019 - 09.2019
  • Served as the primary operations liaison between the Client and the Contact Center.
  • Worked closely with team supervisors, providing effective coaching and support to drive results, celebrate success and communicate brand vision.
  • Analyzed behavioral and performance trends of over 50 agents to assist in driving performance and best practices towards organizational success.
  • Prepared periodical analytical reports to correct malpractices and redirect the team's focus to areas for success.

TRAINING COORDINATOR

UNIQUE VACATIONS LTD.
04.2018 - 08.2018
  • Designed and delivered innovative training programs to drive and sustain performance.
  • Provided effective coaching and training support, enabling team members to meet and exceed sales targets and performance metrics.
  • Continually assessed agent's skill sets to ensure sales targets and conversion measures were achieved.
  • Maintained and delivered training to new and experienced sales agents covering a variety of skills and techniques.
  • Coordinated training programs including preparation of all training and testing materials, grading tests, and sending result notifications to participants.
  • Successfully executed 12 weeks of uninterrupted regional new hire training, between Grenada and St. Lucia, with a class of over 20 new hires each.
  • Partnered with external vendors to source specialized training content or services when required by organizational needs or strategic priorities.
  • Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.

PERFORMANCE AND DEVELOPMENT SUPERVISOR

UNIQUE VACATIONS LTD.
07.2015 - 04.2018
  • Coached, supported and developed reservations agents to meet and surpass company KPI's.
  • Communicated the standards of performance and assisted agents in achieving these standards.
  • Evaluated agents' performance to ensure that each is performing up to measured standards.
  • Coached agents on struggling areas and developed their weaknesses into greater achievements.
  • Met and discussed with agents the various approaches and sales techniques to maximize performance.
  • Encouraged participation, teamwork and established an open and trusting work environment.
  • Provided an avenue for professional guidance and counsel.
  • Introduced agents and supervisors to a variety of platforms ideal to contribute towards greater productivity and success.

LUXURY VACATION SPECIALIST

UNIQUE VACATIONS INC.
10.2012 - 07.2015
  • Met expected sales KPI's as set by the company.
  • Maintained above average conversions and maximize on revenue earning opportunities.
  • Informed clients of the luxury brand and positioned appropriate vacation recommendations.

QUALITY ANALYST

UNIQUE VACATIONS INC.
11.2011 - 10.2012
  • Recorded and analysed calls for respective agents ensuring that they maintain the appropriate quality standard as required by the business.
  • Coached and developed agents to perform at and above company expectations.
  • Provided sales support and new retention initiatives.
  • Tested, analysed and prepared the launch of the Call Miner Eureka (Quality Control) System, ensuring compatibility and suitability for the Call Center environment for the purpose of maximizing productivity and returns on improved quality standards.
  • Produced and published a Tour Selling Booklet, which contributed to the development of sales strategies of over 50 employees towards appropriately positioning tours and excursions to prospects.

SENIOR TELESALES AGENT, QUALITY ANALYST TEAM LEAD & ASSISTANT TRAINER

LIME ST. LUCIA
10.2009 - 07.2011
  • Service provisioned and completed back-end installations of over 300 accounts every week.
  • Assumed the role of supervisor when necessary.
  • Monitored over 20 calls per week for purposes of compliance to the guidelines of service selling, general telephone etiquette, and customer service.
  • Conducted monitoring and recording of sales calls for quality assurance.
  • Completed data entries and data mining.
  • Educated agents and new recruits of new programs and campaigns when available.
  • Briefed agents on updates and provided refreshers when necessary to ensure a thorough understanding of all company's products and services.
  • Prepared PowerPoint presentations, printed handouts and communicated with presenters to ensure successful training sessions.

TELESALES AGENT

LIME ST. LUCIA
04.2009 - 10.2009
  • Educated prospects on company's products and services for the purpose of securing sales.
  • Provided information when requested and scheduled follow up calls with prospects when necessary.
  • Followed up with prospects over 12 Caribbean countries for commitments towards products and services.
  • Conducted courtesy reminder calls to inform clients of outstanding accounts.

JUNIOR TELESALES AGENT

LIME ST. LUCIA
11.2007 - 04.2009
  • Provided customer information when requested and scheduled follow up calls with prospects when necessary.
  • Administered customer satisfaction surveys to gain feedback on company's products and services.
  • Conducted market research through interaction with clients to determine their interest of products and services which they would wish for the company to provide to its customers.

DEBT COLLECTOR

HELEN I.T. SYSTEMS
11.2006 - 04.2007
  • Retrieved outstanding debts from customers and met collection targets to maintain positive cash flow for the business.
  • Responsible for providing aged debt listing reports to maintain and control the debtor level and days outstanding.
  • Identified slowly moving accounts noting key details on the credit control system so that delinquent debts were escalated for case management.

COURIER

ERRANDS COURIER SERVICES
07.2001 - 09.2001
  • Ensured timely deliveries and completion of services/responsibilities.
  • Data logging for necessary tracking of transactions completed.
  • Ensured maintenance of client's confidentiality.

Education

MBA - Project Management

Formato Educativo/Havard Business School
11.2025

Cambridge Certificate - Business

Sir Arthur Lewis Community College
07.2006

Skills

  • Exceptional communication and interpersonal skills
  • Proficient understanding and experience of the Microsoft Office Tools ie Microsoft Access, Outlook, PowerPoint, Word, Publisher, Excel (Certification Course Achieved)
  • Effective leadership, cultivated through a rich blend of leadership workshops, training programs and diverse experiences
  • Coaching and Development
  • Team Management
  • Creative Learning
  • Program Development
  • Conflict Resolution

Timeline

SITE TRAINING LEAD

ITEL INTERNATIONAL
06.2022 - Current

LEAD TRAINER

ITEL INTERNATIONAL
01.2021 - 05.2022

TRAINER

ITEL INTERNATIONAL
06.2020 - 01.2021

PERFORMANCE MANAGER

1-888-GO-ANSWER!
09.2019 - 06.2020

PROGRAM MANAGER

1-888-GO-ANSWER!
01.2019 - 09.2019

TRAINING COORDINATOR

UNIQUE VACATIONS LTD.
04.2018 - 08.2018

PERFORMANCE AND DEVELOPMENT SUPERVISOR

UNIQUE VACATIONS LTD.
07.2015 - 04.2018

LUXURY VACATION SPECIALIST

UNIQUE VACATIONS INC.
10.2012 - 07.2015

QUALITY ANALYST

UNIQUE VACATIONS INC.
11.2011 - 10.2012

SENIOR TELESALES AGENT, QUALITY ANALYST TEAM LEAD & ASSISTANT TRAINER

LIME ST. LUCIA
10.2009 - 07.2011

TELESALES AGENT

LIME ST. LUCIA
04.2009 - 10.2009

JUNIOR TELESALES AGENT

LIME ST. LUCIA
11.2007 - 04.2009

DEBT COLLECTOR

HELEN I.T. SYSTEMS
11.2006 - 04.2007

COURIER

ERRANDS COURIER SERVICES
07.2001 - 09.2001

MBA - Project Management

Formato Educativo/Havard Business School

Cambridge Certificate - Business

Sir Arthur Lewis Community College

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