Bradford Simpson Email & Phone Number

Santa Clara, Ca, Us

Change management and deployment of our new employee engagement platform, Lattice, serves as our performance management, OKR, eNPS, and compensation system.Designed and implemented the 2022 End-Of-Year review process, which resulted in a 90% employee satisfaction rating. Developed action plans for different organizational units to improve employee engagement.Provided critical support to our October 2022 reorganization and reduction in force, including managing impact discussions and creating templates and FAQ guides.Ensured a nearly 100% completion rate of our security compliance training.Managed vendor relationships with critical platforms for the enablement and engagement of our team.Provided additional learning and development support to the organization on a limited basis and maintained our LMS.

Santa Clara, Ca, Us

Led employee enablement for the organization, which included prioritizing, planning, and managing all instructional design and training delivery.Managed a team of two instructional designers and a training specialist.Developed and delivered innovative asynchronous training through our LMS leveraging courses developed in Articulate 365 and video courses created using PowToons and Camtasia.Developed and delivered blended sales enablement training that included virtual instructor-led sessions and web-based training.Evaluated training effectiveness using video assessments of sales pitches and overcoming objection scenarios.Maintained a participant satisfaction score of 4.5 (out of 5).

Developed and maintained customer-facing training content that resulted in a 90% satisfaction rate.Managed the RingCentral Contact Center product training development from analysis to evaluation and collaborated with the Director of Training to ensure compliance with training delivery to our customers.Worked closely with the Self-Service team to develop and maintain the RingCentral University website, which grew from ~100 users a year to 7000 users a month.Provided weekly meetings for instructional designers, which fostered a collaborative environment and led to new training methods.Led the training development and ramp-up of the RingCentral Engage Voice and Engage Digital products.

Holmdel, New Jersey, Us

Analyzed, designed, and delivered training for virtual/cloud-based PBX and UCaaS for Vonage Business.Trained over 1000 customers from small businesses to multi-site call centers on topics that include advanced PBX and UCaaS administration, phone functionality and features, and related applications such as gUnifty for SalesForce and Clio.Also delivered training on Unify/Kakapo call center applications and MobileConnect applications.Responsible for training assessments and assignments for two indirect reports.Created new training content used in delivery, including user guides and training presentations.Increased training efficiency by 20%.Developed new training methods that supported the expansion of our customer base.

Developed and delivered basic to advanced user training for industry-leading software, including Prezi, Microsoft Project, Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook, and others.Developed e-learning solutions using Articulate Storyline and Studio for the City of Westminster on a multi-month contract, focusing on various human resource topics, including Understanding Health Care and Reporting Time in JD Edwards.Managed projects and collaborated with cross-functional teams.

Atlanta, Georgia, Us

Led call center training for the multiple outsourced call centers in the Philippines, Nicaragua, Jamaica and the United States.Rolled out and continuously improved existing training curriculum, resulting in a 10% increase in customer satisfaction.Redesigned and developed a new technical support curriculum incorporating blended learning within a limited timeframe, resulting in $350k year over year savings.Conducted multiple training evaluations of the training curriculum, resulting in continuous improvement of the core training program and continued updates to process and procedures.Designed and implemented curriculum for the Phone Payment Plan, which is now supported by our call centers.Supervised knowledge base process and information updates for the organization, including setting priorities and assignments for resources for over 600 process and informational articles for a knowledge base of over 2,000 articles.Managed a team of training analysts, providing coaching, training, and organizational development.Completed project plans to ensure effective development and training delivery with limited resources, with multiple requested projects. This allowed for continued delivery without slippage of the deliverables.

Bridgewater, New Jersey, Us

Led client operations in developing and implementing GIS mapping procedures for FTTh design for NBN Limited, an Australian government organization on a nationwide basis.Led training rollouts and coordination among multiple external design firms and internal team members within a $14 billion effort.Developed 30 different mapping design processes focused on consistency between the various external design teams while achieving the design standards for NBN, Co. This included extensive research and analysis of the application functionality.Problem-solved node fiber splicing and design to work with internal and external components.Supervised training delivery within the external design groups to ensure consistency and support design operations. This included ensuring the completion of FTTh designs to be built.Completed multiple gap analysis activities to discover issues with the current training curriculum and designed training to resolve these issues. This also included completing L1 to L5 evaluations of the training program.Created end-to-end process flow to turn pre-built designs into as-built plans by implementing an onsite “factory” to speed up completion by 80%. These processes allowed for scalability for use on a nationwide level.Assisted in the design onboarding training for all new FTTh designers in external and internal design team members.Other responsibilities included supporting client-training operations and on-site support for network design and desktop and web-based mapping applications.

Atlanta, Georgia, Us

Designed and delivered a comprehensive technical support curriculum for over 10,000 employees in call centers across the globe.Launched three new call centers and several new line groups for Cricket PAYGo and Cricket Broadband.Managed all aspects of training, including instructional design, development, delivery, and evaluation.Developed and implemented new training methods and technologies, such as e-learning and blended learning.Collaborated with cross-functional teams to ensure that training needs were met.Evaluated training effectiveness and made recommendations for improvement.

Castle Rock, Co, Us

Consulted with clients on training needsDeveloped training materialsDelivered training to major telecommunication clients, including Comcast, Time Warner Cable, and Cricket Wireless

Castle Rock, Co, Us

Developed four new hire technical training modules for Time Warner Cable - National Division, encompassing Tier 1 materials for High-Speed Internet, Digital Phones, Remedy Ticketing Systems, and DPOM Phone Management Systems.Assisted with the transitional training for Time Warner Cable of Adelphia Communications subscribers, including pilot training for over 40 participants and several other training courses.

Developed and delivered Tier 1 and Tier 2 technical support training materials.Led development of the Tier 2 curriculum, which resulted in a 200-second performance increase with consistent quality.Collaborated with Process Improvement, Operations, and Training to develop and implement innovative training solutions that enhance the skills of existing team members.Developed an assessment database and a participant performance database.Analyzed performance metrics to develop refresher training and identify gaps within current curricula.Developed with fellow team members new hire expectations for Tier 1 and Tier 2.Assisted in Due Diligence meetings with Time Warner and Comcast.

Delivered training on 12 vacation product lines to sales and customer service teams. Forecasted and coordinated all training activities for the entire call center. Managed a team of 4 trainers who conducted six training classes simultaneously, training over 150 new employees in 3 months with only a 5% turnover rate. Developed and created four training curriculums for 3-week training classes and over 40 other shorter training curriculums.

Provided front-line sales and support for 12 different and diverse vacation products, including air-inclusive and land-only vacations. Successfully handled airline ticketing, rebooking, and modification of packages.