Elijah Norton Email and Phone Number

I began my career at OUC as a Customer Care Technical Trainer in the Customer Experience and Sales division. Starting with the company at the dawn of the COVID pandemic, my core role was to design, develop, and deliver program response and customer care training. Additionally, I assisted departments in documenting processes, developing onboarding materials, and capturing tacit knowledge. In November 2021, I was promoted to Team Supervisor at the Contact Center. My core function is to drive performance through coaching, training, and ongoing development. I support contact center operations, investigate and resolve escalated customer concerns, empower my team to provide first call resolution, and contribute to the enhancement of our knowledge base. Some of my key accomplishments include:* 2020: Developed and delivered just-in-time virtual training sessions on ever changing customer programs during the pandemic* 2022: Overnight supervisor for call center storm operations during Hurricane Ian * 2022: Implement Support Central help desk to provide rapid support to call center agents, while enabling supervisors to focus on coaching and developing their teams* 2023: Optimize Call Center performance and improve customer satisfaction through coaching to KPIs and consistent accountability

My role at the Walt Disney Company encompassed the entire learning process from the initial discovery and scoping of a learning project through the post-implementation evaluation. Depending on the scope of the project, my responsibilities would range from managing a project team in the design, development, implementation and evaluation of the scoped outcome to performing each task on my own throughout the entire process. Some of my key accomplishments include:* 2009 - Walt Disney Resort Operations System Implementation (Large scale systems training and performance support for the Resort Guest Management system, which included training for all existing staff as well as a full refresh of the onboard training for each department)* 2011: Elected to serve as a facilitator of Traditions, the Company’s welcome program (this is a high honor in the company for individuals who are nominated and make it through each round of the audition process)* 2012: Leading a Culture of Safety (Company wide, Executive-facilitated Safety Initiative, customized for various International sites)* 2016: Recognize Now! (a mobile application used to promote instant recognition and provide leaders with the tools and resources they need for recognizing their employees)* 2017: ESPN Leadership Collection (Interactive, online learning solutions)

As a Performance Consultant, I was responsible for the ongoing development of our Call Center Employees. I partnered with business leaders to help them bridge gaps in performance through training, coaching, and process improvement. I was able to partner with subject matter experts and department heads to tailor the training to achieve business results. As I developed connections in each line of business, my consulting became sought out by leaders across the company. Some of my key accomplishments include:* 2002: Process implementation to reduce serviceability issues for the Company’s new telephony service* 2004: Redesigned on-boarding training to reduce time to proficiency by 50%* 2005: Partnered with other department facilitators to redesign their training programs and increase effectiveness* 2007: Developed a Self-directed Learning Platform for on-boarding to streamline the new hire process which produced greater talent acquisition results and increased speed to market for new hires with previous experience