Angela Thomas-Hayes, Cude Email & Phone Number

Training program leadership including oversight of the design, development, implementation, and assessment of all training programs in support of the organization’s strategic initiatives which involves creating, conducting, and evaluating technical training and other existing or new coordinated training programs with the development of metrics to measure the success of the programs.

Supporting the credit union in developing the skills and knowledge of all credit union employees through the administration, analysis, design, delivery, and evaluation of effective training programs.

Raleigh-Durham, North Carolina Area

Develop the technical training program for Civic/LGFCU to instill the appropriate skills and knowledge for its staff through the analysis, design, delivery, and evaluation of effective systems training.

Morrisville

Design, develop and delivery training to enable ongoing skills and knowledge develop for vendor TL/Agents and Cisco Internals•Ability to work with stakeholders/SME’s to understand training needs, requirements and translate this into an appropriate training offerings•Ability to design, develop and deliver training to enable ongoing vendor skills and knowledge development, within our Fast Track Model.•Work with identified key SMEs to understand the detailed business impacts, desired outcomes internally and to external partners•Work with stakeholders to schedule training delivery and to gather training evaluation Metrics to measure effectiveness of the training; make adjustments to training based on these

Morrisville

Provide support to the VMPO Quality team through the transformation of the quality program. By working with stakeholders and vendors to create sustainable improvements in the internal and external feedback process and the quality audit improvement initiatives. •Analyze the process for collecting customer feedback and provide improvement opportunities; Provide weekly and reporting•Assist in the implementation of the quality audit process changes and roll out to the vendor auditors•Developed and implemented new calibration method to increase auditor accuracy and ensure consistent auditing and guidelines across all audit types. •Communication quality initiative project status to stakeholders and vendors;•Compile audit findings, calculate quality metrics, generate results reporting for vendor and company review; Document issues and lessons learned

Henderson, Nc

Assistant Call Center Manager, Henderson, NC 2007 - presentTotal accountability for the start up, establishment and growth of the Customer Service function. Manage a team of 34 associates, including 4 remote associates (Supervisor, Senior Service Representative & frontline Customer Service Associates). Oversee day to day operations, establish and implement processes and metrics to drive productivity and performance initiatives. Monitor workflow to ensure quality and productivity standards, meet or exceeded corporate goals. Work cross-functionally with other groups to develop and define requirements of support infrastructure. •Successfully managed a turnover rate of 1% with an industry standard of 15 or less%•Exceeded corporate performance standards in the areas of productivity, quality assurance, ESA, AHT (Average handle time). •Develop a highly motivated supervisory team through leadership development. Provides guidance, training and coaching for team supervisors and associates. •Analyze team performance and direct Supervisors in the development and execution of performance improvement plans. •Developed a process to incorporate 10,000 additional mailed in customer orders with no increase in overhead, overtime or cost, resulting in an increase of $7M in revenue.

Aurora, Co

With the closure of 27 customer service centers, served as the Project Coordinator in the migration and integration of customer data into a central system. Work with Divisional Managers/Directors to develop and facilitate solutions for complex/significant business and technical issues/problems with SME. Identify division resources to support the migrating division. Primary contact for migrating divisions and functional resource for questions and issues process•Monitor, track and report project status/progress; Schedule and facilitate all Migration conference calls & webinars•Assist in defining the migration process and provide updates for continuousimprovement•Assist in the decisions for specialty business and recommend strategies for supporting new business and routing business

Broomfield, Co

Provide support to and participated in the development of the training documents for the Eastern & Central Division for the implementation of a new MPOD device & system. Facilitate the training documents, including presentations, delivery scenarios, quick reference guide and additional documents for system updates. Participate in development of business requirements training for all Transportation departments. Review & evaluate current Transportation process to identify potential issues with new the MPOD system. Monitor Mobile Proof of Delivery System & Process Usage (via reports). Assist is ordering new hardware. Work with Divisions & software vendor to log and resolve System/wireless transmission and hardware issues.•Identify & place an order for all the hardware needed by each location •Prepare handheld devices for training & production; also ensure all the equipment is set up and working prior to go-live.•Prepare Service Desk requisition for access logons and all necessary setup requests•Assist the divisions with implementation to ensure all data-cleansing task are complete•Train new hires on Mobile Proof of Delivery System & process •Provide support to divisions during implementation of Roadnet 3B Routing System •Provide feedback to divisions in order to hold them accountable for following QMS (Quality Management System) process•Work with Corporate Team to evaluate & test the next version of MPOD handheld device & Software; Improving the current processes & reporting tools

Broomfield, Co

Partner with division management to document and analyze current systems and business procedures for all Customer Service processes. Identify GAPS between ISIS system functionality, business process Requirement’s and procedures. Prepare recommendations to divisional management and project Manager’s to close the GAPS. •Coordinates and conducts ISIS system training (Inbound and Outbound), and Warehouse Management Training, for all of Customer Service and Customer Service Management•Create ISIS System Process and Procedure Guide for Customer Service; Conduct training on the new process and procedures •Participate in conversion readiness decisions and testing; Provide support during and after the ISIS system conversions•Assist departmental management in gathering and analyzing customer service performance metrics

Bachelor Of Applied Science (Basc), Management Information Systems

Education record

Education record

Education record

Education record