Elizabeth Thibault Email & Phone Number

United States

United States

Orange, Connecticut, Us

I work alongside and support members of the technical training team responsible for three levels of progression training and career development for contact center employees at NYSEG, a subsidiary of Avangrid. • Develop syllabi, facilitator guides, quick reference resources and training rubrics to ensure the success of front-line trainers.• Proactively identify and act upon opportunities to enhance training materials, improve the accuracy of training scenarios, and better align training processes with the real-world configuration of corporate IT systems used by front-line employees.• Successfully collaborate with both corporate and contractor colleagues to improve trainer preparation by documenting the criteria and components necessary for real-world practice scenarios to be performed by customer service representatives.• Serve as a sounding board and partner to both trainers and trainees with a focus on ensuring high morale, strong trainer and trainee satisfaction, and more sustainable training outcomes for the company as a whole.Note: My contract is managed through ElevaIT Solutions.

Long Island City, Ny, Us

Initiated impactful L&D programs to develop high-performing teams and contribute to long-term strategic value. Play an instrumental role in business systems analysis, project management initiatives, and agency scalability to achieve sustainable growth. Maintain documentation of SOPs and provide required training content.• Led multiple business lines, including marketing agency, digital solutions, HubSpot solutions, and implementations and integrations, including leading migration of full-service marketing to HubSpot-focused agency.• Developed and executed leading-edge quality management system for client experience management life cycle and ensure availability of proper systems, forms, data points, and communications.• Accelerated revenue growth by 200%, ensured optimal allocation of available resources, and completed high-value projects within predefined constraints by deploying results-driven process improvement measures.

Toronto, On, Ca

Collaborated with in-house team members to compile and share knowledge across all leadership teams. Supported end-to-end management of new hire training process for a $50 billion publicly traded corporation with 2,000+ employees.• Built record-setting team of 16 agent trainers and training specialists by designing innovative training programs.• Delivered best-in-class agent experience and client outcomes by capturing process improvement opportunities within the curriculum.• Designed and implemented comprehensive curriculum to educate employees on call center protocols and client support tools.• Delivered successful Nesting experiences by updating operations team on class succession, quality attainment, and agent readiness.

Jacksonville, Florida, Us

Built and led a highly-skilled team to support customer onboarding for Web.com’s professional services group and managed a transition of remote onboarding teams to Nova Scotia.• Provided sound guidance to three supervisors in managing forty-two (42) employees.• Collaborated with training coordinator to develop, implement, and enhance training for Advanced Custom Website (ACW) program.• Synchronized implementation of new interview process and training program for new product offerings.• Achieved a 25% reduction in pends and slashed production hold by 50% through implementing process improvement initiatives.

Jacksonville, Florida, Us

Directed a team of seven professionals in meeting quality expectations and maintaining 85% average score. Standardized training documents (Run Books) for Advanced Custom Website program to enhance employee knowledge and understanding of products.• Decreased unbudgeted labor expenses by 10%, improved throughput, and enhanced client satisfaction by providing comprehensive guidance on all aspects of design management.

Jacksonville, Florida, Us

Supervised technical support and customer service teams, evaluated training needs, and implemented effective plans to enhance productivity and efficiency. Created advanced training curriculum to nurture capabilities of Nova Scotia call center personnel and meet customer service needs of accounts across three corporate brands, including Network Solutions, Register.com, and Web.com.• Won Contact Center Nova Scotia (CCNS) Leader of the Year award for demonstrating excellent management and leadership expertise.• Executed new hire training program for customer service professionals, including overseeing six new hire classes.

Halifax, Ns, Ca

Led corporate training program to develop potential career opportunities within contact center industry for underemployed, unemployed, transitioning, and veteran candidates.• Boosted candidate placements from NSCC by 400% by leading program transformation, including integrating new hire training from Web.com directly into the curriculum.• Utilized Employability Skills Assessment Tool (ESAT) to provide framework and quantitative assessment methodology for developing nine employability skills, including motivation, stress management, presentation, adaptability, and confidence.

Jacksonville, Florida, Us

Provided hands-on leadership to hybrid sales and technical support team on boosting revenue and delivering best-in-class customer service. Ensured seamless implementation of hybrid model to adopt key practices. Collaborated with agents to ensure proper call flow.• Headed 10 direct reports, established key milestones, and motivated team members to achieve both individual and team objectives.

Academic Diploma

Bachelor Of Science (B.S.), Mental Health And Human Services