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.

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..

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.
• 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.
• Created Level 3 (Kirkpatrick Behaviour) performance training assessment frameworks, including measuring basic business metrics and suggesting assessment parameters, improving course analysis. Deliverables included.

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.
• 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.
• 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.

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