Conswella Magee Email & Phone Number

Byram, MS, US

United States

• Developed and deployed curriculum for every contact center employee (front-lineagent, chat agent, supervisor, risk support, social media, and team leader).
• Identified training curriculum gaps, achieved approval to resolve them, and tookcorrective measures.
• Traveled globally to launch new contact centers internationally.
• Monitored and evaluated the training programs internationally.
• Discovered, tested, developed, and deployed new projects as needed for the company.
• Participated in the design of interactive e-learning content – defined learningobjectives, simulated scenarios, and provided graphical art/media to be used.

• As overseer of all.com HBC contact center training, the role carried significantresponsibility for managing and guiding the training process.
• Planned, prepared, developed, presented, and facilitated all HBC contact center trainingfor new hires, skill levels, and new initiatives.
• Monitored, evaluated, and reported on Trainees' progress to appropriate managers.
• Responsible for the day-to-day management of a team of Training Supervisors and aQA Supervisor.
• Responsible for staying current on all policy, program, and system changes related tothe credit contact center.
• Coordinated the successful transition of new employees to the floor.

• Worked with subject matter experts to develop instructor-led training modules.
• Performed needs analyses to identify the most effective delivery method for thespecified training/skill-building objective; designed, wrote, developed, and tested thenew curriculum.
• Ensured that the final product was clear, concise, sound, and able to deliver against thetraining/skill-building objectives.
• Managed multiple projects simultaneously and held regular reviews with businesspartners, giving status updates on requested projects.
• Participated in dry run classes to determine strengths and weaknesses of training designand identified continuous improvement opportunities.
• Reviewed and edited existing instructor-led and e-learning content. Identifiedimprovement areas and worked with business partners to execute against ideas.

Bachelor, Computer Science

High School Diploma