Jared Murphy Email & Phone Number

Portland, Maine, United States

Remote

Transitioned the global coaching program from a compliance-based coaching model to a flexible, needs-based approach, enhancing coaching effectiveness.Increased global coaching completion from approximately 50% to 60% across frontline customer service teams between Q1 and Q3 2023. Managed a small team of analysts and delivered insights on optimal coaching.

Remote

Built a dynamic coaching dashboard tracking completion rates, assessment scores, and performance metrics before, during, and after training, providing ROI visibility to senior leadership. Managed data pipelines using SQL to integrate performance metrics with manual reporting data, such as attrition and employee survey results. Built reporting mechanisms.

Remote

Facilitated New Hire Training and ongoing development sessions, emphasizing core knowledge and practical application. Collaborated with trainers, managers, and instructional designers to streamline New Hire Training, cutting training time in half by focusing on core knowledge and use of a knowledge database - reducing overall New Hire to Production time by.

Brunswick, Maine

Led diverse training sessions across 9 curricula, maintaining high performance KPIs for trainees post-training. Updated New Hire and upskill curricula based on policy and procedural changes, collaborating with the instructional design team for content updates. Conducted 1-on-1s with trainees during On-the-job training, providing feedback and KPI insights.

Portland, Maine Area

Trained over 300 contractors and fleet drivers across Maine, New Hampshire, and Vermont for the launch of a new dispatching program, ensuring seamless adoption of new procedures. Measured training effectiveness based on software adoption and adherence, conducting needs assessments for low performers. Streamlined feedback channels by creating a direct inbox.

Portland, Maine Metropolitan Area

Developed and delivered in-person training sessions for Call Receiving and Dispatch customer service employees, focusing on systems, policies, and customer service excellence. Facilitated approximately 40 New Hire/Call Receiving Training sessions, 30 Dispatch Training sessions, and 6 Membership Training sessions, employing a "tell, show, do" methodology.