Sabrina Smith brings over 22 years of leadership and training experience into the classroom. She has the real-world knowledge, skills, and aptitude to evaluate the needs of her teams and help them grow through focused leadership interventions. Her experiences and her education in organizational leadership, have helped her grow the next generation of leaders at every organization she’s worked for.
At U.S. Cellular, Sabrina successfully led seven customer service teams in making continuous improvements that resulted in higher customer engagement, improved job satisfaction, and deeper leadership bench strength. Sabrina partnered with her direct reports to push them to their next level of development by focusing on coaching partnerships, building relationships, deploying self-development action plans, and investing in emotional intelligence skill-building.
As a trainer for U.S. Cellular, Sabrina fortified her knowledge of adult learning processes, resulting in improved classroom engagement results. She was a subject matter expert for improving the learner experience. She delivered training courses in sales, customer service, coaching, communication, diversity and inclusion, and other critical business skills. Her success was validated by performance outcomes tracked 60 days post-training where the impact of knowledge transfer in the classroom is still influential. She was rated an average of 4.7 on a 5-point scale in learner experience surveys.
At Xerox, Sabrina was instrumental in partnering with the call center director to fill vacant positions. Her ability to influence associates and build relationships in a declining culture resulted in the successful staffing of critical roles in tech support and training. She created training procedures that were used to onboard and build the skills of new trainers at the site. Sabrina’s performance led to her selection as a lead consultant for DIRECTV/AT&T.
Sabrina’s work on the DIRECTV/AT&T account resulted in the successful execution of a $20MM project to implement a vendor management model across 17 call centers housing over 6,000 associates. Her work included creating training materials, delivering train-the-trainer programs, and training front-line associates and leaders up to the VP level. She built a process and procedures manual to govern the new vendor management model. This included creating and implementing a site assessment process that evaluated site performance. Sabrina’s contributions resulted in improved customer satisfaction, sales performance increases in low-performing call centers, leadership skill enhancements, and KPI improvements across vendor sites.
Sabrina is a graduate of Lewis University in Romeoville, Illinois. She resides in Bolingbrook, Illinois and is a member of the Bolingbrook Area Chamber of Commerce. She enjoys watching classic movies, writing, and spending time with family and friends.