Jacqueline Austin Email & Phone Number

The Training Delivery Manager effectively leads their team of trainers to execute effectively to defined learning needs and can work closely with cross-functional teams to effectively prioritize and deploy training programs.Execute Against Defined Learning Strategy• Acts as the key accountable party to ensure the successful execution of the defined CS Strategy• Displays strong project management acumen to build detailed executable plans based on strategy defined, including detailed milestones, dates, and responsible parties• Communicates the plan to responsible parties• “Controls” the plan, identifying the status of key deliverables and identifying any risks or issues to achieve and escalating appropriately to managementAccountable for confirming that training delivery executes against expectations• Audit and review training delivery, recognizing good performance and calling out any identified issues• Communicate the effectiveness of training to management through visualized dashboards and reports• Build out and oversee targeted action plans to remediate any issues or gaps identified related to training deliveryDeliver Internal Training• Audit the internal training team and provides feedback and coaching to internal trainers• Collect and incorporate feedback to drive effective delivery Oversee the Quality Control of Outsourcer Training• Sets expectations of quality and deliverables from third-party outsourcers related to training execution• Serves as the “face off” to the 3rd party training delivery lead, conducting regular dialog to identify and track milestones and execution against defined plan• Conducts “train the trainer” with key 3rd party training resources to model expected training delivery acumen• Audits training, as appropriate, and provides feedback and coaching support to 3rd party to improve training delivery quality.• Partner with 3rd parties to execute newly defined/refreshed training curriculums for Contact Center staff

United States

Maintain responsibility for analyzing the development and implementation of training strategies, programs, and processes for the effective usage of the organization’s human capital. Manage and ensure the timely completion of specific, defined multi-discipline training programs or projects of greater than average complexity and scope. Interface with functional management teams to assess training and development needs and the effectiveness of established programs. Design and develop interactive training courses for leaders and front-line employees. Design and lead the onboarding process to cultivate employee engagement; through new hire training, continuous learning and development.

Aurora, Il

Build a "best-in-class" quality monitoring and assessment process. That enables us to identify agent behaviors that constitute an excellent customer experience. These behaviors will reduce the amount of effort it takes for our customers to solve their problems and to have their questions answered satisfactorily, thus driving loyalty to Dyson. From this knowledge I am able to develop assessments that will measure the performance of our CES. Facilitate calibration sessions with call center leaders, that will create an environment for coaching.

United States

Lead and develop a team of 22 Customer Experience Specialist and 1 claims analyst in the pursuit of excellent customer service and customer satisfaction.Manage the day-to-day activities of all team members to ensure Key Performance Indicators and productivity levels are achieved.Directly assist customers via the Dyson Helpline; assist in the effective operation of the customer service department; effectively handle all escalated complaints as they arise; motivate and inspire team to achieve objectives of the department; complete projects as assigned by the Customer Service Manager

Highly accomplished quality assurance and customer service manager offering 20 years of career success. Poised for a role directing a large QA or customer care organization. True value is the ability to deliver an unparalleled customer experience, by coaching agents, driving efficiencies, and defining programs to reduce calls and raise customer satisfaction, all of which will minimize expenses and drive revenue. Thrive when conceptualizing and implementing special projects that contribute to creating a center of excellence. Finesse for cultivating effective working relationships across QA, customer service, operations, finance, and legal.  Quality Assurance Customer Service Customer Satisfaction Drivers Call Calibration Continuous Process Improvement Speech Analytics Front-End Supervision Training & Development Management Development Performance Metrics

Facilitated call monitoring calibrations, managed deep dive projects, and CQE presentations.

Provided quality control for completed call center evaluations, coached call center agents on strategies to enhance the overall customer experience, and issued expertise regarding process improvement initiatives. Conducted quality training for agents and maintained the eQuality (Witness) database to ensure call capture on all call center agents. Additionally, conducted CQE presentations for customer account executives, and facilitated manager and supervisor calibration sessions.

Promoted to this role to research and resolve issues associated with city, executive, and corporate accounts. Reported resolutions to the local cable commission. Achieved an 85% percent completion rate.Proposed and launched recurring credit card payments, after documenting that 7% of subscribers wanted automatic remittance. Collaborated with finance and legal on the project. Increased the subscriber base 15% by instituting a program to provide senior citizens with basic service at a reduced rate.

Directed the planning, scheduling, and routing of trouble calls for field technicians. Principally liaised with customers regarding delays, cancellations and re-scheduling of work. Raised job numbers dispatch and input resolution once completed.

Resolved customer complaints, handled escalated calls, assisted with training of new hires.

Conducted formal training for new hires, to facilitate their learning and retention of processes, procedures, and programming. Managed, coached, and developed 16 customer service agents.

Processed customer care inquiries, expertly resolving requests, questions, and complaints, and liaised between customers and AT&T departments.

Master Of Business Administration - Mba, Business, Management, Marketing, And Related Support Services

B.A, Business Administration

Graduated Magna Cum Laude

Bachelor, Business Administration

Activities and Societies: WICT (Women In Cable Organization), TUCC Women Chorus, N Divine Order ensembleGraduated Magna Cum Laude; will be.