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, GA06.2001
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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