Hermilo Gonzalez (Milo)

Training Professional

Phone:

956-334-7478

Email:

milo_gonzalez09@yahoo.com

Address:

3117 Cuernavaca Dr
Laredo, TX 78046

Date of Birth:

September 12

A Bit About Me

I am a training professional with over six years of expertise in designing impactful training materials and enhancing team performance across diverse roles. Skilled in instructional design, compliance, and report development, with a proven track record of improving employee retention and organizational growth. Known for analytical skills and resourcefulness, driving strategic training initiatives and fostering cross-departmental collaboration.

Before my transition to adult learning I was a personal trainer for gym's like Gold's and Crunch Fitness from 2011 to 2018. My time outside of work consists of playing tennis, traveling, hiking, and training for marathons.

Many adults are too busy to worry about learning and growth. I enjoy making employees look forward to learning and empower them to take risks that will better their futures and personal lives.

Work Experience

October 2023 - Current
Training Lead, Healthcare Administrative Partners

Nov 2022 - Nov 2023
Training & Development Manager, StandUp Wireless

Jun 2020 - Sep 2022
Supervisor & Instructional Facilitator, HGS

Designs and develops comprehensive training materials, including documents, activities, presentations, assignments, and assessments to enhance employee skills and knowledge retention.
Facilitates and leads a variety of training sessions, from new hire onboarding to department-specific and cross-functional meetings, ensuring all employees are proficient and aligned with company goals.
Strategically collaborates with Operations and Human Resources to analyze training needs, develop tailored programs, and implement data-driven solutions to improve employee retention and overall organizational performance.
Continuously evaluates the effectiveness of training programs through feedback and performance metrics, refining and adapting content to ensure optimal learning outcomes and business impact.

Developed and implemented comprehensive training programs for new and existing call center employees, enhancing soft skills, product understanding, and overall performance.
Conducted in-depth needs assessments to identify training gaps and created targeted curricula for new product launches, services, and technologies, ensuring a smooth transition for staff.
Managed all aspects of training and development initiatives, including budget oversight, program logistics, and resource management, to ensure cost-effective and impactful learning.
Collaborated with cross-functional departments to design and lead training sessions, fostering a culture of continuous development and knowledge sharing across the organization.
Provided performance coaching and mentorship to a team of call center trainers, cultivating their professional growth and ensuring a high standard of instruction.

Supervised and led a call center team, ensuring agents were expertly trained on product knowledge, customer service, and technical troubleshooting to meet and exceed all key performance indicators (KPIs).
Developed comprehensive training plans in collaboration with senior trainers and clients, improving agent performance and ensuring full compliance with company policies and service standards.
Streamlined operational processes by managing agent scheduling, performance metrics, and corrective actions to maintain a high level of team productivity and accountability.
Assumed the responsibilities of an Operations Manager's assistant, a pivotal role in which I formulated strategic training initiatives, reviewed compliance and policy reports, and implemented changes that were essential for meeting contract standards.