Jenn Gilbert, M.Ed Email and Phone Number

Responsible for new hire on-boarding for all Member Services employees. Design, development, implementation and evaluation of 4-week training curriculums. Responsible for leading the Learning Team consisting of learning specialists and trainers. LMS administration including course creation, content upload, lesson assignment and reporting. Design, development and implementation of all on-going Member Services training content. Also partnering with People Team for design and development of Leadership Development content.

Manage the Learning Team housed under the Member Experience Readiness umbrella. Oversee all areas of Member Service training needs including instructional design, development and facilitation of new hire, product/soft skill up-skilling and new tool updates/roll outs. Also responsible for instructional design and evaluation of all new training modules as well as re-vamp of existing new hire curriculum.

Designed and developed courses and curriculum with medium to high global customer and teammate impact. Partnered extensively with subject matter experts, management, facilitators and other instructional designers globally. Utilized instructional models and adult learning methods to design learning experiences that promoted practice, retention and application of new skills and knowledge. Applied project management principles to effectively and efficiently run training development projects from inception to completion. Maintained open and streamlined communication with all stakeholders involved in projects.

Spearheaded the design and launch of Team Leader leadership development program globally across North America, Europe and Asia. Partnered with Learning & Organizational Development at the eBay, Inc. level as well as local leadership to determine needs. Conducted thorough needs analysis in order to design relevant course curriculum. Designed, developed and facilitated all sessions globally via in person and virtual training methods. Continuously evaluated curriculum to adapt to changing needs of leadership within eBay.

Developed and maintained blended solutions for CS product and operations training, including Leadership training programs. Worked closely with other instructional designers, project managers, and internal clients to develop effective instruction to produce substantial ROI. Training products include: eLearning modules, classroom training, paper based training huddle documents, global communications and blended solutions.

Helped influence and drive improvements in customer experience through the adoption of the Contact Management Map (CMM). Facilitated calibrations and call listening sessions with management, directors, and vice presidents. Worked to improve key business processes including the calibration process, Quality Team processes, and the Agent Feedback process. Key Achievements:Assisted in the creation, launch and support of 3 versions of the Contact Management Map. Results achieved showed an increase in Resolution by 12% and Agent Satisfaction by 10%.Initiated, led and recommended corrective action that delivered a measurable benefit to the business and customers through Adherence, Quality Coaching, and Agent Effectiveness. Worked to achieve 100% CMM Certification completion for the Risk Organization within the first 6-months of launch by exclusively coaching and managing Supervisors within Organization. As a result Customer Satisfaction rose by 9%.Identification of performance gaps and root cause through fact based analysis, trends and findings.Launched and supported CMM and accompanying program with Outsourced Partners.Managed internal communications for entire Quality Team.

Served as Counterfeit Investigations Lead and Infringement Lead. Managed all areas of agent performance, such as schedule management, career development, workflow coaching, and Quality Assurance.Key Achievements:Trainer for new Counterfeit Investigations Agents.Completion of high-level escalations.

Development of all training materials related to Trademark Misuse policies within eBay. Provided specialist knowledge in replica and counterfeit luxury items. Trainer for new hires in Trademark Misuse and encompassing polices.

Assisted Buyer with logistical functions of replenishing inventory for 60+ stores across the United States.

Served as front-line Manager for all Customer related needs. Also responsible for specific sections of the store - replenishment of inventory, merchandising etc.