Erin Cronin Email & Phone Number

Bedminster, New Jersey, United States

During my tenure as Associate Director of Learning and Development Performance for Call Centers, I managed call center curriculum, project delivery, and leadership development, ensuring successful outcomes and timely project completion through strategic prioritization. Overseeing a team of 13, I conducted performance reviews and maintained high standards to support professional development. Utilizing various systems and third-party content, I transitioned 53 training curriculums to virtual delivery, enhancing accessibility and cost-effectiveness. Additionally, I led a headcount reconciliation project for 650 L&D employees, resulting in a new organizational structure, and streamlined the expense request process, estimated to save 15% on the overall travel budget. Directing training delivery across various channels, I managed training for approximately 20,000 employees and achieved Korn Ferry Executive Coach Certification, delivering coaching to approximately 75 directors and AVP/VP leaders to foster continuous learning and improvement.Completed Better Up Corporate Development Program 2023Presidential Volunteer Service Award (Gold) 2010-2019, 2022, 2023AT&T Connection Performance Award 2020 Q4, 2021 Q3 & Q4, 2022 Q3, 2023 Q2

Bedminster, New Jersey, United States

During my tenure as Associate Director of Learning and Development Delivery for Call Centers, I managed curriculum and training for sales leadership, emphasizing strategic planning and continuous improvement. This included developing an instructor observation platform for real-time feedback and analyzing data to enhance training effectiveness. I directed end-to-end training programs, customized to align with client objectives, and spearheaded a multi-year project transitioning 40,000 employees to a new unified platform, resulting in a 3% increase in the customer Resolve Rate KPI within 60 days post-training. Additionally, I developed automated instructor certification processes and collaborated on productivity reports to optimize scheduling efficiency and resource allocation, leading to improved productivity and decreased performance gaps between internal and external employees.Furthermore, I developed DE&I training for VP-level call center clients, conducting needs assessments and collaborating with experts to define clear learning objectives. This comprehensive approach, including pre/post surveys and data analysis, ensured the success of the training initiatives.

Bedminster, New Jersey, United States

During my tenure as Associate Director of Delivery and Leadership for Retail Channels, I spearheaded strategic product and service training initiatives for Retail and Authorized Retail channels, ensuring a comprehensive understanding of offerings. Leading a team of 16 instructors, I facilitated efficient and effective training delivery across NY/NJ, Greater Lakes, and Puerto Rico markets, supporting approximately 8,000 employees. I transitioned retail training from traditional face-to-face methods to virtual platforms across 26 markets, resulting in comparable outcomes, enhanced flexibility, and significant cost savings. Moreover, I generated approximately $150M in incremental sales revenue (LTV) and cost avoidance through the implementation of various training interventions, while consistently achieving the highest nationwide Net Promoter Scores and maintaining high seat utilization and low cancellations through strong organizational and planning skills.AT&T Individual Performance Incentive Award 2015 - 2020 AT&T Regional Employee Resource Group – Leadership Academy Award - 2014 AT&T Key Contributor Performance Award 2009 - 2015

Bedminster, New Jersey, United States

Conduct initial, continuation, and specialty training for various groups within the business organization, specifically targeting Retail mobility customers.Adapt training delivery to address client-specific requirements and provide personalized coaching upon request.Deliver courses to authorized retail, catering to audiences where English is a second language.Work closely with the design teams to develop and create comprehensive participant guides.Mentor new trainers on procedures, policies, classroom facilitation, and other job requirements, such as monthly report preparation.

Manhattan, New York, United States

Flagship and Top Performing Locations Management in NYC, Responsible for overseeing operations, ensuring customer satisfaction, and driving business growth. Strategic planning, team leadership, and performance management to maintain our top-performing status.Sales Professionals Coaching, providing coaching, resources, tools, and training materials to support our sales professionals. This guidance aimed to empower our team to achieve and exceed company targets.Sales Performance Assessment, I regularly assessed overall improvements in sales performance, including sales volume, conversion rates, and customer satisfaction. This assessment allowed me to identify areas of strength and opportunities for improvement, informing our sales strategies and initiatives.Sales Target Achievement, under my leadership, our team consistently exceeded monthly targets Month over Month (MoM) for Inbound, Outbound, Business-to-Business (B2B), and Direct Sales. This achievement reflects our team's dedication, proficiency, and commitment to delivering exceptional results.AT&T Summit Performance Awarded 2007, 2008

Education record

Aviation

Certification for Pilots License