Nakyia Neal

Results-driven Training Manager and Customer Service Leader with 4+ years of experience leading employee development, coaching high-performing teams, and elevating customer experience standards. Skilled in onboarding, facilitation, performance management, and quality assurance. Proven ability to develop talent, improve service metrics, and drive operational success in fast-paced environments.

Academy Manager / Training Manager - Teleperformance - North Lauderdale, FL

• Lead onboarding and training programs for new hire classes and existing employees in a high-volume customer service environment.
• Facilitate instructor-led and virtual training sessions focused on customer service excellence, communication, compliance, and company policies.
• Coach and mentor employees to improve performance, customer satisfaction scores, and productivity metrics.
• Monitor trainee progress and provide individualized feedback to ensure successful transition into production roles.
• Collaborate with operations leaders to identify skill gaps and implement targeted development plans.
• Evaluate training effectiveness through performance data, quality scores, and employee feedback.
• Develop and update training materials, job aids, and learning resources to support continuous improvement.
• Serve as a subject matter expert and resource for employees and leadership teams.

Shift Manager / Trainer - Circle House Coffee - Fort Lauderdale, FL

• Supervised daily operations while maintaining exceptional customer service standards.
• Trained and onboarded new employees on company procedures, customer engagement, and point-of-sale systems.
• Managed employee schedules, delegated responsibilities, and ensured efficient workflow.
• Resolved customer concerns professionally, resulting in positive customer experiences and repeat business.
• Monitored inventory levels, ordered supplies, and maintained quality control standards.

Licensed Esthetician - Florida Barber Academy (2023-01 - 2024-12)

High School Diploma - Lauderhill 6-12 STEM-MED (2021-12)