Bryan Cich Email & Phone Number

Buford, GA, US

Greater Atlanta Area

Supports the design and development of instructional material for training courses that support company initiatives. Demonstrates and utilizes effective needs analysis, project management, course development, and evaluation skills. Acts as liaison between IT, Ops and Training in determining needs of the course and appropriate method of delivery. Provides.

Alpharetta, GA

• Lead a direct team of seven, including project managers and curriculum designers and indirect global team of 20 for the design and delivery of training and development programs for 10,000 domestic and international.
• Directed the documentation, design, planning, and delivery of training for the global migration of 300 jobs from the Chicago, Atlanta, and London offices to a newly opened center in Manila, Philippines; resulted in.
• Implemented Operations University that provided learning skills to employees to promote company knowledge and professional growth. Program reduced operational turnover by 2% and increased employee engagement scores by.
• Designed curriculum built on competencies based training needs assessments to identify workforce skill gaps.
• Led documentation and process mapping of acquired organizations to align with current company process.
• Developed monthly Employee Recognition & Rewards program which increased employee engagement.

Alpharetta, GA

• Member of Instructional Design and Director Team to developed continuing education courses/certifications for operations teams.
• Developed and maintained learning initiatives to align with company objectives to build and expand employee knowledge base.
• Created training programs for new and existing employees to support and enhance the onboarding and development process.
• Designed and facilitated a course centered on providing exceptional customer service experiences. Program included understanding customer needs, handling difficult customers, personal brand recognition, perception.
• Implemented a career management program to promote personal and professional development through various methods of engagement, and included instructor led and self-paced training.
• Identified inefficiencies through Six Sigma program; created efficient environment for technical support roles.

Alpharetta, Georgia

• Led technical support for team of 40, 13 direct reports for day-to-day customer support, report interpretation, loss reports and public records. Performed troubleshooting for customers.
• Coordinated and established the development of policies, procedures and standards consistent with providing optimum technical support to the users of public records to mitigate risk.
• Managed domestic migration that increased efficiencies and service levels to reduce operating costs by workforce reduction and office relocation.
• Developed a reporting tool for the technical service division to analyze cost per contact and monthly variances to budget, enabling managers to forecast additional support needs..
• Surveyed and analyzed weekly performance statistics to identify opportunities for enhancements to efficiency levels or the need for developmental training.

Provided customer support for the Insurance Services product line by responding to customer calls and inquiries regarding software application errors. Developed support manuals of applications for department-wide use.

Developed and taught weekly lessons plans for online and classroom instruction using adult based state business curriculum facilitating learning to a diverse group of students

Mba

Activities and Societies: Sigma Beta Delta Honor Fraternity4.00 GPA

Bs, Education