Summary
Overview
Work History
Education
Skills
Timeline
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Craig Cafaro

Woodstock,GA

Summary

I have been in the Learning and Development industry for 20 years. Currently, I serve as an Instructional Designer on the Learning & Development team at Instacart. I specialize in facilitation and instructional design for contact centers and sales teams. My design work encompasses various forms of adult learning methods, such as team huddles, instructor-led training, and e-learning modules.

Overview

13
13
years of professional experience

Work History

Instructional Designer

Instacart
12.2022 - Current
  • Through partnerships with project managers and project operations created over 60 trainings that have been used to implement new processes and procedures for all tiers of customer service.
  • Developed full curriculum and led the design process for the following new initiatives:
  • New quality assurance processes for all pillars of customer service introducing the new QA standards and reinforcing those standards with continuing training and development
  • Salesforce integration: Developed all training for both current and new hire specialists introducing and teaching Salesforce as our new primary CRM for all pillars of customer service.
  • Genesys integration: Developed all training for both current and new hire specialists for the new communication tool used by specialists for both chat and voice contacts.
  • Created trainings that have assisted in improving the following metrics:
  • Order cancellations
  • Overuse of appeasements and resolutions
  • Quality assurance scores
  • Created over 100 trainings in several different formats including: Huddles, Job aids, Animated videos,E-learnings, and Instructor-led training (ILTs)

Tier 3 Training Facilitator

Instacart
09.2020 - 12.2022
  • Facilitated training sessions for new employees, enhancing onboarding experience and knowledge retention.
  • Facilitated 15 BPO new hire training classes for sites located in South Africa, Ethiopia and The Philippines.
  • Created practical exercises based off of trainee town halls and gaps in knowledge to improve readiness for production.
  • Coaching training for SMEs.
  • Led Train the Trainers on new modules and activities designed for new hire training.
  • Developed training materials and resources to support continuous employee development initiatives.
  • Collaborated with management to identify skill gaps and design targeted training programs.
  • Evaluated training effectiveness through feedback and assessments, driving improvements in program delivery.
  • Mentored junior facilitators, fostering a culture of knowledge sharing and professional growth.

Instructional Designer

Google Fiber
02.2019 - 09.2020
  • Converted all New Hire training- from lesson plan based to facilitator guide based with speaker notes.
  • During the COVID-19 shut down, created weekly videos for agents to re-enforce/educate agents about the changes to the business.
  • Updated and created all Contact Center New Hire Training per training department’s requests
  • Created an ILT formatted Retention training for Call Center employees
  • Lead several Train the Training sessions for new modules

Eats Partnership Representative

Uber Eats
08.2018 - 02.2019
  • Helped test an Account and Call Flow procedure to help agents maximize their reach-outs when cold-calling.
  • Created a report that breaks down the amount of deliveries restaurants do by zip code.
  • Helped edit facilitation material for better training for new hire classes.

Logistics Account Executive

Total Quality Logistics
12.2017 - 08.2018
  • Cultivated new relationships between TQL and customers.
  • Booked carriers to haul customers freight.

Sales Facilitator/Instructional Designer & Quality Assurance

AVOXI
08.2016 - 08.2017
  • Designed and facilitated instructor-led trainings (ILT) with a speed to competency for all sales positions
  • Created and used speed-to-competency standards which enabled the ability to monitor and ensure that agents by the end of their competency timelines were able to fulfill the functionality of their positions in a measured and timely fashion.
  • Designed and facilitated training for Sales Development Representatives based around qualifying questions for customers that helped raise the number of correctly qualified leads by 7% in 60 days after up-skilling was complete.
  • Created the quality assurance standards and policies and procedures for the sales department in order to ensure the following:
  • Compliance with all standards for first contact with customers such as; utilizing qualifying questions, and gather correct information to ensure fruitful leads
  • Ensuring that all Account Executives and Account Managers are offering correct promotions
  • Facilitated training for multiple office locations such as San Jose Costa Rica, Johannesburg South Africa and Cape Town South Africa

Customer Care Facilitator/Instructional Designer

Vonage business
06.2014 - 08.2016
  • Facilitated all customer care new hire training with a sixty-day speed-to-competency
  • Created and facilitated multiple instructor-led trainings (ILT) for new products, policies and procedures
  • LMS Administrator
  • Designed and facilitated cross-training for tech agents that reduced internal transfers from 12% to 6% to enhance customer experience
  • Trained both sales employees and upper management, VP’s, and directors on the Vonage Business system
  • Assisted in creating and leading several new product trainings and process developments for the following:
  • Vonage Softphone, versions 1 and 2
  • Billing system
  • Porting department
  • Customer facing user interface
  • Completed multiple trainings for site launches in New Jersey, New York, and Utah and BPO sites located in Costa Rica and India

Retention Specialist

Vonage Business
05.2012 - 06.2014
  • Responsible for reviewing all account cancellations, ensuring that they have been canceled for the correct reasons and any additional information that may have led to the cancellation.
  • Created the training material that trained new retention members with a 45-day speed-to-competency at their new position
  • Assisted with developing retention policies and scripting for the team that helped set standards and policies and procedures to boost retention for the whole department by 10%.
  • Maintained a 35% retention rate

Education

High School Diploma -

West Hall High School
Oakwood, GA
06.2001

Skills

  • Strategic learning methods
  • Instructional strategies
  • Storyboarding
  • E-learning design
  • Curriculum implementation
  • Learning theory
  • Video editing
  • Training program development
  • Course material creation
  • LMS administration
  • Curriculum design
  • Planning and coordination
  • Creative problem solving
  • Public speaking

Timeline

Instructional Designer

Instacart
12.2022 - Current

Tier 3 Training Facilitator

Instacart
09.2020 - 12.2022

Instructional Designer

Google Fiber
02.2019 - 09.2020

Eats Partnership Representative

Uber Eats
08.2018 - 02.2019

Logistics Account Executive

Total Quality Logistics
12.2017 - 08.2018

Sales Facilitator/Instructional Designer & Quality Assurance

AVOXI
08.2016 - 08.2017

Customer Care Facilitator/Instructional Designer

Vonage business
06.2014 - 08.2016

Retention Specialist

Vonage Business
05.2012 - 06.2014

High School Diploma -

West Hall High School

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Craig Cafaro