Caroline Lyons, B.Ed. Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Steward the development of a Contact Centre career pathing approach.Work closely with leaders and business partners across the Canadian Contact Centre network to ensure training requirements are captured for each curriculum pathEvaluate the effectiveness of all courses to ensure learning enables attainment of business needs and learning standards.

Toronto, Canada

Partnered with CCC Stakeholders to ensure learning and performance solutions supported new and existing curriculum paths.Ensure projects assigned to team were scheduled, tracked and met deadlines.Defined project scope, analyzed expectations of target audiences and determined learning objectives for new curriculum paths.

Toronto, Canada Area

Expanded upon my training function to undertake additional accountability involving evaluation of Jumpstart program performance, KPI attainment. Worked closely with program stakeholders including AVP Operations, Jumpstart President and 10 Regional Managers across Canada from BC to PEI. Created detailed annual report regarding health and effectiveness of chapters for the senior leadership team.Key Achievements:* Measured and supported the development of chapter effectiveness, utilizing a modified Delphi technique to create a scorecard. * Achieved operational efficiencies that reduced the number of chapters by 13%, eliminated poor performers and re-aligned program boundaries. Ensured that program beneficiaries received the same high level of support and no child was left on the sidelines!* Redefined roles and responsibilities of chapter membership, resulting in 77% of chapters being chaired by members of the Canadian Tire Family of Companies (as compared to 21% previously). This met a strategic priority of the charity.* Expedited talent development by creating an effective on-boarding program for 77% of the field team. Ensured that team achieved optimal performance within six-week period.* Reported on results annually and built supporting documents focused on: operations, results, community impact, and fundraising. Contributed to Jumpstart’s ability to help >one million children in its 10-year history, including >220K children in the 2016 annual period.

Accountable for strategic and operational planning, budget, and resource management (20 employees) for blended learning solutions supporting customer service, product knowledge, merchandising, automotive, retail operations and human resources.Key Achievements:* Established and reconciled annual department budgets of $2 - $4M that consistently came in at or under plan.* Recognized with “Going for Gold” Award for implementation and execution of retail reward and recognition program (We Care Champions) that saw sustained improvements in customer service index (CSI) scores.* Utilized consulting model (assess needs, design/develop solution, implement, and evaluate), ensuring training programs aligned with strategic business plan. * Evolved Canadian Tire University course offerings from product knowledge-based eLearning lessons to competency-based, blended learning offerings that resulted in cost savings for program maintenance.* Developed resource/project plans, to ensure project end dates met seasonal and/or implementation timelines.* Facilitated internal career progression and improved stakeholder relationships by redesigning team structure and job functions to align to corporate business units.* Designed and delivered “Retail as a Career” initiative for Grade 9 students, successfully integrating company's vision, mission, and career options into the program and raising awareness of future job options within the retail sector. * Established relationships with Automotive Service internship programs, building a pipeline of potential talent who have the potential to advance quickly to a licensed technician

South Korea

Bachelor Of Education - Bed, History, Individual & Society

Bachelor Of Science - Bs, History, Psychology