• Builds strong, collaborative partnerships across various levels within the organization both in AAC as well as global regional partners.• Takes a proactive approach to conduct needs assessments by evaluating knowledge, skill levels and organizational situations to determine performance gaps and appropriate training and development solutions.• Develops and maintains learning & development content, materials, programs and resources, both off and online, covering various topics including… Show more • Builds strong, collaborative partnerships across various levels within the organization both in AAC as well as global regional partners.• Takes a proactive approach to conduct needs assessments by evaluating knowledge, skill levels and organizational situations to determine performance gaps and appropriate training and development solutions.• Develops and maintains learning & development content, materials, programs and resources, both off and online, covering various topics including but not limited to: employee development, manager and leadership development, career growth.• Oversees and manages the online learning management system (LMS) through Success Factors and partnership with external content provider, including but not limited to the employee participation, communication, reporting and tracking and overall user experience strategies.• Collaborates with HR partners on specific projects to identify training and development needs as well as ensure training content is in compliance with law changes and company policies.• Keeps up with new and innovative learning & development approaches in design, delivery and implementation methods.• Researches, evaluates, negotiates with applicable outside vendors and resources.• Plans, organizes and facilitates group training workshops and sessions for New Hires & existing employees.• Facilitates formal and informal learning using a variety of instructional techniques and formats such as role-playing, job simulations, team exercises, group discussions, and multimedia that engage the learner, encourages participation, and ensures learning transfer.• Evaluates and measures training effectiveness to determine evolutions, conclusions and recommendations on future training needs and solutions. Show less

• Contributes to the development and design of general and specific business unit training programs that focus on standard concepts, competencies, operating processes, procedures, and systems. • Researches and recommends training programs to ensure timely, relevant, and cost effective training in accordance with program objectives. • Conducts training needs assessments to identify and analyze performance gaps for consultation with management. • Facilitates general and specific… Show more • Contributes to the development and design of general and specific business unit training programs that focus on standard concepts, competencies, operating processes, procedures, and systems. • Researches and recommends training programs to ensure timely, relevant, and cost effective training in accordance with program objectives. • Conducts training needs assessments to identify and analyze performance gaps for consultation with management. • Facilitates general and specific business unit training programs that focus on general concepts and competencies (e.g. supervisory skills, conflict resolution, process improvement); uses and adjusts supplemental training materials and activities to support learning transfer. • Reviews and maintains records for training programs, including, but not limited to, course evaluations and associate participation, and analyzes data and trends to recommend program changes. • Serves as an internal resource to assist associates and managers in meeting associate development needs. Show less

• Deliver performance expectations and job functions (technical and soft-skills), to new hire training classes • Serve as Supervisor for new-hire employees to monitor/assess job performance and behavior, address policy adherence, decide disciplinary actions including delivery of development plans as well as termination • Applies effective on the job behavioral coaching techniques with new hire and tenured employees to enhance performance levels in support of business needs •… Show more • Deliver performance expectations and job functions (technical and soft-skills), to new hire training classes • Serve as Supervisor for new-hire employees to monitor/assess job performance and behavior, address policy adherence, decide disciplinary actions including delivery of development plans as well as termination • Applies effective on the job behavioral coaching techniques with new hire and tenured employees to enhance performance levels in support of business needs • Maintain accurate documentation with regard to performance assessment as well as any disciplinary action • Deliver continuous education training on an “as needed” basis to tenured employees • Effectively and consistently utilize provided training materials (i.e. facilitation guide, established learning activities, assessment tools) • Apply adult learning methodology and varied teaching strategies to meet the needs of diverse learner groups • Collaborate on departmental development projects as assigned • Keep current on Contact Center business updates/changes and implement changes to training materials on an “as needed” basis • Partner with Line Supervisors to provide thorough feedback and direction for employees moving from training to their permanent team • Participate in the design and development of training materials when needed Show less

• Resolve internal customer issues about TMS• Monitor department expenditures, oversee department forecasting, reconcile expenses, process invoices• Coordinate department initiatives with external vendors and various aspects of Learning & Development Solutions seminars• Administrative support for the Learning and Development Solutions Team in various capacities• Oversee 360 Process and HBDI• Perform Manager Assimilation Trainings• Instructional design work on current and… Show more • Resolve internal customer issues about TMS• Monitor department expenditures, oversee department forecasting, reconcile expenses, process invoices• Coordinate department initiatives with external vendors and various aspects of Learning & Development Solutions seminars• Administrative support for the Learning and Development Solutions Team in various capacities• Oversee 360 Process and HBDI• Perform Manager Assimilation Trainings• Instructional design work on current and new course material• Manage corporate Tour Guide TeamAccount Support Specialist • Support retention, growth, profitability, and customer’s satisfaction efforts for national account customers requiring specialized services• Build and maintain excellent relationships with customers via timely execution• Generate and analyze reports and build efficiencies in our processes to support both business and customer needs• Assist Account Managers with special projects and customer account reviews• Effective resolution to all customer concerns and accounts receivable issues utilizing AS400, dedicated research email boxes and ARIBA Show less

• Facilitated onboarding process and training for new hires for sales and customer service departments in US and overseas• Developed training programs and performance tools/metrics associated with online training programs• Provided feedback, evaluation and follow-up to the Instructional Design team to enhance effectiveness of training material• Fostered continued relationships between associates and Leads to provide a stress-free transition for new hires • Supervised and… Show more • Facilitated onboarding process and training for new hires for sales and customer service departments in US and overseas• Developed training programs and performance tools/metrics associated with online training programs• Provided feedback, evaluation and follow-up to the Instructional Design team to enhance effectiveness of training material• Fostered continued relationships between associates and Leads to provide a stress-free transition for new hires • Supervised and monitored attendance and performance; and collaborated with management to further develop new hiresSenior Customer Service Associate• Maintained 100% quality and assurance scores for all customer calls or site orders for post-order inquiries • Mentored and trained associates on new roles and job functions• Tested program interface ICM/Mainframe POS during upgrade and other enhancements; tested for potential issues and worked independently and proactively to find solutions Show less