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 development strategy for North American Sales team and Dealer partnersIdentified an Instructional Design partner company to collaborate on the re-design of antiquated training content to include interaction, animation, and knowledge checks Collaborated with external Sales Training vendor to develop, deliver, and implement Sales Negotiations training to North American Sales teamDeveloped proprietary eLearning content specific to Sigura customers using A.D.D.I.E methodology including storyboards, script interactive development and voice over recordingManaged vendor relationships to ensure timely and cost-effective deliverables

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 including templates, storyboards, online courseware, training videos and web-based trainingDesigned and implemented web-based training for field key account managers resulting in positive post training scores and survey resultsKey Accomplishments: Maximized influence with Mindflash (LMS) to increase our licenses from 500 to 4000  Managed pilot process to rollout required compliance training programs internationally  LMS Administrator for U.S. and Canadian associates Authored the user manuals for our proprietary customer management system which is used by U.S. and Canadian associates

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 associates by launching the Mindflash Learning ManagementSystem (LMS) to create e-learning courses, assessments, surveys and reporting Improved agent call quality scores by 63% by rolling out targeted soft skills courses Improved sales team productivity by implementing development solutions based on needs analysis

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, service level agreement (SLA) Increased Call Quality team productivity 40% by implementing a performance-based incentive program

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 curriculaKey Accomplishments: Improved training requirements by implementing and analyzing Level 1 and Level 2 evaluations Increased call center proficiency by establishing a mentor program using top-performing agents Advanced call center supervisor effectiveness by creating and rolling out targeted courses on coachingfollowing the ADDIE model

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 regions Improved new sales associates productivity 30% by creating and implementing sales training