Edna Christopher

Operations Training Specialist

Talent

RichardsonMember since November 13, 2026

coachingskills developmentTraining materialsjob aidsstrategic planningcall reviewtime managementCBS Call SkillsDeescalating escalated callsvoiding and reducing accountsauditing manual decisionscoaching and feedback

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coachingskills developmentTraining materialsjob aidsstrategic planning

About

Operations Training Specialist focused on strengthening coaching, feedback, and performance development for Team Managers and agents. Key areas of expertise include strategic planning, call review, time management, and skills development.

Experience

Operations Training Specialist / Servicing Coach - American First Finance

(2020-06)

Train and certify tenured agents in CBS Call Skills, while also supporting certification for new hire agents.
Develop coaching and training materials that support ongoing employee development.
Audit coaching materials for monthly scorecards and track trends to identify opportunities for agent and management skill improvement.

Merchant Care Team Lead - American First Finance

(2018-07 - 2020-06)

As Merchant Care Lead my duties included providing support to agents in day-to-day duties.
Deescalating escalated calls, voiding and reducing accounts.
Creation of job aids, auditing manual decisions and providing coaching and feedback.

Merchant Care Agent - American First Finance

(2015-11 - 2018-07)