Jessica Sullivan Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

- Sole person responsible for creating and executing training programs for the entire operational organization, including technical training and soft skill training- Reduced onboarding time by 50% for the Customer Care and Operations departments by implementing a Learning Management System, Litmos- Responsible for the upkeep and maintenance of Litmos, including weekly reports distributed to stakeholders- Designed and built out the new coaching program for the Customer Care department- Regularly met with stakeholders to identify knowledge gaps and met with Subject Matter Experts to build the trainings as needed- Designed training manuals and modules using softwares such as Articulate Rise and Storyline- Developed training sessions and evaluation tools for positions across the organization using adult learning principles and results from quality assurance reports- Continually measured the effectiveness of all training courses and skill transfer through assessment quizzes and feedback loops- Provided information on the status of training programs and trainees to applicable individuals on a regular basis

- Oversaw and managed the company Knowledge Base- Supported the creation of good operating procedures- Ensured new product and process developments were captured in training documentation and updated in knowledge base- Created knowledge standards, templates and processes to help project and department teams easily build documentation- Worked with stakeholders to capture, publish and disseminate any new training or process from any part of the business- Facilitated new hire orientations and onboarding

- Created and maintained positive relationships with our members- Assisted members with recommendations, bookings, general accountsupport and technical support- Assisted the Customer Care Manager with scheduling rotation