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.● Developed online training courses in the Learning Management System (LMS) usingweb development tools (Captivate, Articulate, and Canva).● Developed "just in time" learning for new products or vendors, changes in policies orprocedures, and various programs or special offers created by Marketing.● Managed the knowledge base to keep policies and procedures up to date tocommunicate department initiatives.● Continually enhanced current Knowledgebase documents and created additional newdocuments as required. Managed expired documents.● As the overseer of all .com HBC contact center training, I had significant responsibilityfor managing and guiding the training process.● Planned, prepared, developed, presented, and facilitated all Saksoff5th.com contactcenter training for 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.

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.● Responsible for coordination, set-up, and maintenance of training facilities andmaterials.● Maintained training records for classes (attendance, test scores, verbal and writtendiscussions).● Designed, revised, and developed required course materials, including agendas, courseflows, student handouts/guides, instructor manuals, e-learning modules, and proceduresfor hands-on training.● Managed and coordinated “Vendor” visits to enable associates and managers to learnmore about our products.● Identified training curriculum gaps, received approval to resolve them, and tookcorrective measures.● Created and coordinated the upload of documents and procedures into SharePoint.

●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.● Developed “just in time” learning for new products or vendors, changes in policy orprocedure, and various programs or special offers.● Planned, prepared, presented, and facilitated contact center learning classes, includingnew hire, refresher training, soft skills, just-in-time, product, and policy/proceduretraining.● Maintained training records for classes conducted – attendance, test scores, verbal andwritten discussions.● Reported on participant performance.● Communicated and collaborated with managers to analyze training needs and reportnew opportunities.● Developed remedial training for associates with performance challenges.

Bachelor, Computer Science

High School Diploma