Erik Peterson Email & Phone Number

Santa Clara, CA, US

• Lead the global Knowledge Management organization, responsible for ensuring global processes and oversight for QMS documentation, training, and content development. Lead the One QMS initiative, driving the overall.
• Lead One QMS program, driving consolidation of over 20 unique Quality Management System (QMS) instances into a single, global, program for entire enterprise. Have reduced overall volume of QMS documentation by over.
• Lead global Documentation and Training Management function, supporting all divisions, sites, functions across enterprise.
• Created improved all-employee Quality Training refresher through utilization of gamification, simulation, video, and other interactive elements to improve overall experience and knowledge retention for key Quality.
• Global Quality representative to the Global Learning Governance Board providing oversight and direction for the Learning Management System (LMS), drive global training initiatives, and ensure collaboration across the.
• Leading global initiative to consolidate all required compliance trainings from paper-based records to dynamic eLearnings within Agilent's Learning Management System (LMS). Utilizing latest technology to dynamically.

Tokyo, JP

• Led the Process Excellence and Learning teams within R&D Quality, supporting the QMS and LMS systems and documentation life-cycle across GxP and non-GxP functions. Developed and implemented Takeda’s R&D learning.
• Developed “Right-Size” curriculum initiative; improving overall organizational training compliance while reducing training workload by 50% across the R&D Quality organization
• Improved vendor training compliance by streamlining documentation notification process

North Chicago, Illinois, US

• Led a large team of quality, regulatory and learning professionals in delivering comprehensive training programs (new hire, ongoing and continuous improvement), audit preparation activities, CAPA process, and other.
• Reduced Human Errors by over 40% through the launch of in-process technology support tools, targeted learning programs, and improved quality reporting and coaching
• Created site-wide Risk Management program, reducing number of audit findings by over 75% across multiple internal and external regulatory agency assessments
• Developed simplified CAPA methodology (Documentation, Learning, Reinforcement) to reduce quality errors and improve adoption across the entire organization

North Chicago, Illinois, US

Led the training organization at Pharmacy Solutions. Collaborated with team to improve reporting, develop simulated certification assessments, and improved post-training experiences to drive performance improvement while reducing in-classroom training time by 40%.

Mountain View, CA, US

• Learning and development lead, responsible for supporting a new product launch in the mobile provider space. Partnered with the customer experience, sales, engineering, and product development teams to develop a.
• Achieved 90% Customer Satisfaction (CSAT) and 90% Agent Satisfaction (ASAT) survey scores post-product launch, exceeding best-in-class industry standards
• Developed comprehensive, interactive, post-training certification assessment to improve customer support experiences, while ensuring quality and compliance exceeded company standards
• Along with global HR team, developed content and facilitated training for the global new hire orientation program

Chicago, Illinois, US

• Senior instructional design consultant, leading the design, development, and implementation of training for sales and risk control improvements within the sales and underwriting organizations. Partnered with C-Suite.
• Designed, developed, and launched comprehensive SharePoint site; leading the learner through effective pitches, closing deals, and methods to grow customer portfolios
• Created a series of interactive videos designed to simulate the experience of assessing potential risks within a customer’s sprinkler system, improving add-on plan sales

Schaumburg, IL, US

• Managed team of learning professionals in the development of sales-focused learning programs across 30 career‐based colleges acoss the United StatesKey Contributions:
• Led monthly certification programs for admissions representatives to improve sales methods and meet federal regulatory requirements and standards
• Developed interactive workshops to improve first-time manager performance in employee engagement, leadership development, utilizing metrics to drive improvement, and delivering effective coaching to drive sales.
• Created blended learning programs (in-person and eLearning) to create simulated user experiences in consultative sales; delivering online solutions for agents to improve their sales numbers

Chicago, IL, US

• Led the recruitment, hiring, and training programs for over 250 call center employees across 3 organizations, within the US and Mexico, in the Government and Public Safety divisionKey Contributions:
• Led recruiting and training efforts for international expansion to Mexico, establishing processes and procedures to ensure a consistent customer support experience, while operating in compliance with Mexican hiring and.
• Served as training vendor relationship manager, supporting annual external training certifications and assessments, to meet US Department of Defense requirements
• Developed improved quality assurance program to drive agent call performance, standardized feedback methodology, and on-the-job coaching for front-line managers

Chicago, IL, US

Led call monitoring, agent coaching, and skills development for employees in large call center setting. Assisted with re-vamp of soft skills program and improving agent coaching to drive customer experience. Worked with internal technologies to re-develop agent self-help page to drive down escalations and internal transfers.

Chicago, IL, US

Master Of Business Administration (Mba), Operations Management

Bachelor Of Science - Bs, Marketing, International Studies