Heather Croall Email & Phone Number

Atlanta, Georgia, United States

Atlanta Metropolitan Area

Worked with internal customers to to identify, develop and implement training. for both sales and operations.

Atlanta Metropolitan Area

Led RFP to source and implement a Learning Management System (LMS) to fit unique Sigura requirements, under an aggressive timeline of 6 months. Negotiated a two-year contract, built the Sigura infrastructure and successfully implemented roll-out to 1,000 dealers. LMS serves both internal and external stakeholdersDeveloped a 24-month learning and.

Atlanta, Georgia, United States

Collaborated with our sales and frontline teams to create position specific training by introducing webinar courses, eLearning content, training videos, and traditional classroom instructor manualsLed the introduction and implementation of SharePoint as a curriculum tool for field managersCreated company training standards and blended learning solutions.

Atlanta, Georgia, United States

Performed a strategic business partner role with soft technical skills training and driving the planning Created and implemented initiatives designed to improve call center and sales agent performance Managed the implementation of a call quality program focused on the customer experienceKey Accomplishments: Enabled “just-in-time” training for 500.

Atlanta, Georgia, United States

Managed the Call Quality team in conducting customer service call evaluations for the operational,transaction risk, and chargebacks call centers Analyzed data from merchant surveys for reporting and identifying training needsKey Accomplishments: Improved call center Net Promoter Score (NPS) 27% by delivering training for, and ensuring compliancewith.

Atlanta, Georgia, United States

Managed a training team focused on new hire, product, services, and leadership training for 150employees at 2 operational call centers Utilized ADDIE and instructional design principals to pilot, evaluate, and implement training curricula. Developed and strengthened corporate leadership by implementing company-wide management andleadership development.

Greater Atlanta Area

Managed training initiatives to meet client expectations Created customized training materials and delivered onsite training to clients on Allmericas proprietarysoftware tool “Point of Sale” Managed partnership between Implementation Management and ACA Coordinators for allcommunications and training deliveries

Remote

Built and designed the Learning Management Consultant department by establishing procedures,workflows, and standards. Serviced customers and supported sales agents Maximized clients’ development needs by providing onsite strategic e-learning consultation, training, andsupport including custom project plans within the Southeast and Mid Atlantic sales.