Gail Lecocq, Ctdp Email & Phone Number

The Manager, Learning Experience Architect is responsible for the design, development, deployment and maintenance of new and existing system/application training and support materials. Also responsible for supporting the Senior Manager, Training & Change Management in the launch and sustainment of the business line desktop platform and related systems education by translating business requirements into learning experience requirements, to change target audience behavior and skills. This position provides a point of view on what constitutes strong design principles based on the modality, content, and outcome that the business is driving. Also responsible for ensuring the end to end learning experience is targeted to the learning audience(s), effective and efficient. Also provides oversight to ensure adherence to accessibility and language requirements for all materials produced.

Scotia Wealth Management, Wealth Digital Transformation

Responsible for the design, development, implementation, and maintenance of new and existing systems education materials for the Scotia Wealth Management business lines. Supports the Senior Manager, Change Management & Training Delivery in the launch and sustainment of the business line desktop platform and related systems education and communications. Also provides technical writing for the regulatory training materials of the business line by maintaining and updating documentation as Federal and Industry regulations change and operations and processes change.

Ibm Interactive Experience (Ibmix)

• Applied ADDIE instructional design methodology, developing high-level designs, defining learning objectives, writing storyboard content, and creating assessment components, providing standardized methodology adherence.• Established documentation standards and style guides for editing courseware, supporting self-sufficiency for clients, maintaining learning solutions after design, development, and implementation.• Designed multi-media e-Learning course, using videos of selected IBM senior leaders, required for all Global Service (GBS) practitioners. Recognized by General Manager, IBM Global Consulting Services; 96K employees (87% of GBS) had completed course at Q2 2013 close.• Designed ‘First of its Kind’ m-Learning social media course, hosted as external IBM Connections mobile app, outlining delivery of greater value to clients and driving business for IBM with Big Data play. Course was first rolled out to entire Business Analytics and Optimization team and to broader GBS team in Q2 2013.• Created Level 3 (Kirkpatrick Behaviour) performance training assessment frameworks, including measuring basic business metrics and suggesting assessment parameters, improving course analysis. Deliverables included original business drivers, suggestions for measuring whether or not correct business metrics were met, and support for suggestions with best practices.

Customer Facing Solutions

• Developed and delivered multiple learning solutions, including call centre technologies, credit card sales, Lotus Notes email, self-help, and SharePoint, diversifying personal skill set.• Built interactive communications technology experience expertise in Apropos, Avaya, Cisco, Genesys, and Verint. Increased knowledge and comfort level for call centre agents, supervisors, and administrators, using train-the-trainer approach for new call centre technology, ensuring successful implementation of new solutions.• Designed, developed, and facilitated role-based customer service centre-oriented training (face-to-face and virtual) for Interactive Communications practice in Customer-Facing Solutions, including Apropos, Avaya, Cisco, Genesys, and Verint (Witness), increasing customer satisfaction by improving end-user adoption and self-sufficiency.• Developed 27+ e-Learning simulations, in self-taught Adobe Captivate, for insurance broker portal allowing brokers to ‘see and try’ using new portal, reducing learning time and increasing adoption effectiveness.• Developed simulations, using low-cost, easily learned AutoScreenRecorder software, clearly demonstrating self-help tools for learners, supporting self-sufficiency, and reducing Help Desk demands.

Ibm End User Services

As the IBM End User Services (EUS) Education Specialist, I was responsible for all Customer Service Representative (CSR) and Team Lead training for the IBM Internal Customer Service Centre (CSC), as well as all new hire training for the EUS Commercial CSCs.-Developed and provided on-site new hire, new product and refresher training for all Customer Service Representatives (CSR) in Toronto for IBM End User Services (EUS)-Developed and provided on-site and virtual new hire, new product and refresher training for all North American (NA) CSRs on the NA Virtual Customer Service Centre (VCSC) IBM Internal account in Toronto, Colorado, Raleigh, New York, and India-Designed, developed, and maintained all education on the NA VCSC Education Lotus Notes database and On-Line University Resource (OUR) LMS web site

Digital Media Skills Specialist

CSDM-N151 - Introduction to User Interface (UI) and User Experience (UX) Design CSDM-N251 - Intermediate User Interface (UI) and User.

B.Sc. (C.S.), Programming

Activities and Societies: Overseas Chinese Student Association