Karen Layhew's Email Addresses & Phone Numbers

Retail Store Manager @ Sprint PCS From October 1998 to August 2002 (3 years 11 months) Learning Experience & Design @ Verizon (2015-2019) Trusted with creating learning content for the domestic Consumer Channel, both Direct & Indirect channels, focused on customer experience, sales and service. (2019-present) Recruited to join the design studio focused on creating learning experiences...

Retail Store Manager @ Sprint PCS From October 1998 to August 2002 (3 years 11 months) Learning Experience & Design @ Verizon (2015-2019) Trusted with creating learning content for the domestic Consumer Channel, both Direct & Indirect channels, focused on customer experience, sales and service. (2019-present) Recruited to join the design studio focused on creating learning experiences to skill up the leaders of the Global Verizon Business Channel. Design learning experiences that are engaging, fun and most importantly build skills & capabilities needed to enable employees to create the Verizon of the future.• Collaborate with stakeholders to determine learning needs and the best delivery approach• Create innovative learning experiences to support delivering world-class customer experiences• Design, create, curate and source world-class content• Evaluate program effectiveness and continuously improving our solutions• Manage high-impact programs and projects Houston, TexasSupervisor - Learning & Development @ Verizon • Training Delivery Management – Develop, coach and created an environment of excellence. Lead the delivery of all training, developed and supported the implementation of efficient training tools and methods to reduce training time and increase learner retention. Created, maintained and modified monthly/quarterly training schedule as needed. • Needs Assessment – Assessed training and performance needs for the Region and Area to provide solutions that met the requirements of the assigned group/function. Directed the creation of all “ad-hoc” training curriculum to meet specific needs. • Functional Leadership – Determined and approved personnel activities concerning training and development concerning hiring and evaluation of team's performance. Assisted in the management of the Area/Regional training budget. • Evaluation/Effectiveness - Worked with Regional and Area resources to build and maintain standard measurement techniques to understand training completion rates by employee group along with training results and their effect on achievement of Key Performance Indicators. Interpreted these business results and built practical programs to assist in improving results. Provided regular updates to leadership on progress and results achieved.• Subject Matter Expert - Acted as Regional/Area point of contact/liaison for all training requests and partnered with Regional and Area leadership to prioritize training requests. Supported Regional, Area and National training delivery and curriculum standards. From March 2013 to October 2015 (2 years 8 months) Houston RegionSr. Sales Trainer @ Verizon • Key partner with work group for continuous training improvement and program effectiveness.• Delivered advanced sales skills/products/data, leadership, management, cross-functional and other training sessions using adult learning training methodology, appropriate media, trainer materials, and effective presentation skills.• Identified alternate solutions/learning when delivery challenges arise (materials, content, room set-up). • Responded appropriately to learner needs (clarification, examples, feedback). • Established and maintained expertise in subjects taught. • Managed classroom environment so it is safe and conducive to learning. • Partnered with leadership, attended Regional & Area project meetings. • Facilitated work group observations (store visits, floor observations, business-to-business ride-along) for effective use of business acumen (tie to KPIs) through direct knowledge/experience with work group. • Evaluated the effectiveness of training conducted (class feedback, follow-up, surveys). • Lead, prepared, attended, and completed train-the-trainers / certifications as appropriate. • Lead, managed and actively participated in team/program meetings. • Partnered with national curriculum development teams on national project curriculum development and project support (curriculum review, certifications, UAT, and revisions). • Conducted peer-to-peer observations and provided coaching & feedback. • Communicated curriculum or program effectiveness back to leadership and/ or national curriculum development team. • Mastered advanced special work group skills/products/data, leadership, management, and other content effectively (ongoing, consistency). • Tracked and monitored registration & attendance for all learners. • Ensured preparation of training room (media, set-up, materials, room reservations, devices, rosters). • Managed and prioritized multiple courses. From June 2005 to February 2013 (7 years 9 months) Retail Store Manager @ Verizon Manager of a Verizon Retail store will perform the following duties:• Performance Management: Responsible for driving team to achieve all key performance objectives in the store or kiosk. Responsible for financial, budget, and sales reporting. • Maintain knowledge of company and market promotional elements. • Develop, assign and monitor sales goals for retail personnel and provide ongoing training to keep employees informed of new products, services and procedures.• Staffing/Employee Relations: Develop, train and coach sales team to produce desired high performance results. • Make decisions regarding hiring, promotion, and disciplinary actions. Assess individuals and team performance and initiate developmental plans to narrow competency gaps. • Customer Retention: Identify and implement customer retention tools for retail store. • Ensure that customers and prospective customers are treated with the highest levels of courtesy and professionalism. Resolve customer complaints in a timely and empathetic manner.• Asset Management: Manage retail inventory in compliance with company standards to include budgeting, forecasting, managing appropriate inventory levels, and analyzing inventory turns. Ensure compliance with physical control standards. • Market & Industry Knowledge: Remain current on all wireless products and services, industry and competitive trends, and reinforce findings with the team. From August 2002 to June 2005 (2 years 11 months)