Brett Calbick Email & Phone Number

Campbell, CA, US

San Jose, CA, US

Austin, Texas, US

Coordinates Training for Genesys Support Platform Deployment for 2000+ employees over 150+ sitesEvaluates and revises current training materials and practicesConverting / Creating Adobe existing training to Captivate based E-Learning for remediation and on-going training purposesProvides feedback and recommends best practices in regards to Genesys.

Suwanee, Georgia, US

• Hired, developed and maintained teams of trainers, developers, performances coaches and quality analysts across multiple sites
• Developed dynamic hiring profiles for CSR (customer service representatives) and TSR (technical support representatives) in collaboration with a staffing partner to continuously align internal business needs with.
• Conducted partner scope of support analysis in conjunction with time in motion studies tied to new hire training resulting in $980k reduction in customer churn annually
• Created Trainer Certification Program for the evaluation and remediation of professional technical trainers, directly tied to bonus and promotion programs
• Developed and Deployed Innovative Flipped Classroom training model allowing for more efficient, balanced classroom experience for learners
• Managed $2m budget for training, development & quality

Saltaire, West Yorkshire, GB

• Deployed LMS (Learning Management System) internally allowing for automated performance tracking of both new hire and continued education training of employees
• Managed a cross-functional quality team responsible for working in conjunction with our partners calibration and NETSAT performance of all call center locations
• Maintained a staff of training managers, developers and facilitators for three call center locations
• Created Peer Mentoring program responsible for the rapid learning and development of new training staff

US

• Developed, Managed and Maintained technical curriculum for multiple lines of business
• Developed & Deployed an Accelerated Training Model directly responsible for reducing annual training costs by $420k
• Led consulting efforts with partners to refine scope of support, scope of work and overall training continuity to create efficiency in the training environment resulting in significant cost savings
• Mentored team of developers in the field of Accelerated Learning Models and Rapid Instructional Design to reduce overall development time requirements by 25% compared to industry standards
• Worked with multiple LMS (learning management systems) platforms to administer, develop and deliver content to learners

US

• Facilitated training in mixed delivery methodologies including traditional lecture, multi-media, self-paced, group activity and accelerated training models
• Trained over 1000 CSR/TSR new hire employees with 95% graduation rate and sub 10% 90 day attrition
• Mentored technical trainers to successfully increase new hire graduation rates by 20% in 3 months
• Developed training materials for Continued Education modules based on call drivers and early tenure performance deficits