Matt Adams Email & Phone Number

Sackville, Nb, Ca

Moncton, New Brunswick, Canada

The Customer Care Training and Content Coordinator is responsible for designing, creating, developing, and implementing various content and training initiatives to ensure the ongoing success of Customer Care employees and customer facing self-serve options. This role is responsible for overseeing all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets. Working alongside stakeholders, internal and external, to promote and optimize the usage of the department’s knowledge and self-serve assets.

Moncton, Nb

 Reported directly to Learning Delivery Manager and managed agent performance through records of discussion/ development and delivery of performance improvement plans Assisted the recruitment team throughout hiring and the first one hundred days of employment Reported on assigned curriculum to ensure continuous improvement of corporate programs  Managed team(s) of ~20 team members Monitored team members performance and coached according to target performance metrics Functioned as ‘backfill’ for Learning Delivery ManagerHighlights:- Participated in curation of Rogers Corporate Onboarding Program (Toronto, ON), First Time Manager Program, and Rogers Facilitation 101 Program- Internally certified with Leadership Enhancement and Development (LEAD) coaching program for front line performance- Consistently recognized as a top 5% performer on learning engagement surveys for all front line and corporate programs

 Reported directly to Manager, Growth & Development and implemented strategies for delivery of corporate engagement programs for 24,000+ team members Responsible for quality control and program feedback on developed curricula Developed and maintained project plans and managed organizational development projects including scope, commitment, status, milestones, and budget compliance  Built and executed program communications to participants and business partners Collaborated quarterly with stakeholders to coordinate and implement updates to program materials  Managed and was accountable for external program budget(s)Highlights: - Developed curriculum from the ground up. (ex. Making the Most of MS Teams in Hybrid Workplace)- Consistently engaged in corporate programs that saw multiple team members advance their careers- Acted as proxy to Manager, Growth & Development in program reviews with external clients- Oversaw programs increasing the number of certified coaches in leadership roles at Rogers (+50 new certified coaches during tenure)

 Reported directly to the President and oversaw operations of high value logistics firm with contracts to service large office equipment manufacturers, financial institutions, and additional clients Responsible for all in-branch and on-site employee health and safety Managed team of ten Managed and was accountable for operations budget(s) of region Completed interviewing and hiring process for prospective employees Facilitated new systems training to employees and ensured successful field rollout Identified process gaps and implemented strategies to close them Liaised directly with contractual clients including Government of New Brunswick to ensure contract fulfillment and satisfactionHighlights:- Oversaw complete redesign of project management system increasing team performance and reducing overall time on-site saving ~15% team overtime - Travelled to job sites routinely to oversee project and team performance

 Reported directly to Owner and facilitated installation of new point of sale systems Trained team of ~15 team members including owner, managers, and staff on use and interactions with system prior to launch  Completed store networking for linking multiple point of sales systems together for ease of access from different computers Managed and was accountable for implementation budgetHighlights:- System designed and implemented entirely offline losing zero store sales hours