Joyce Giddens Email and Phone Number
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I am an innovative learning and development customer experience focused global leader with 20+ years of contact center learning & development experience; 10 years which include managing and leading high performing L&D, Quality Assurance, and Knowledge Management teams. Throughout my career, I cultivated and implemented a variety of business applications from system processes to skill enhancement and leadership development. I incorporated a wide array of quality and training delivery system applications on multiple platforms to deploy an effective blended learning approach. While working for Fortune 100 companies like Coca-Cola and Thyssenkrupp, I became a creative strategist who launched and coordinated multiple projects while managing restrictive timelines and budgets. I am an expert in creating learning and quality programs from conceptualization to deployment as I have done successfully with the BayCare Health Systems. Upon further review of my resume, you will discover that my background includes the implementation of comprehensive multi-million dollar learning and quality programs for over 1200 internal employees across the Americas, Canada and Germany. I developed a comprehensive Quality program for 40 multi-functional contact centers across several hospital lines that influenced and changed the future direction of the company vision. As a certified Customer Experience Leader through the University of South Florida, I expanded an enterprise level of understanding of the most critical customer touchpoints across the customer’s journey.A listing of my core competencies includes:• Global Learning and Performance • Leadership and Organizational Development• Strategic Planning and Deployment• Master Facilitator• Employee Recruitment and Retention• Compliance Management• Change Management• Quality Management• Knowledge Management • Customer Experience ImplementationTechnical Skills and Program Experience:Windows, Microsoft Office, BASIS, BOSS, COLA, Blue Pumpkin, JUBI, CRM, Cisco, Avaya, P-synch, Knowlagent, WebEX, HRIS, LMS, Salesforce, SharePoint, NICE Engage, Verint, CONA, LinkedIn Learning, Skill Soft, Harvard Manage Mentor and a variety of other Learning Management SystemsIn closing, I am available to discuss new opportunities and am willing to relocate for the right position. My email address is jcgiddens13@gmail.com and phone number is 813-629-2557 if you wish to discuss my background further.
Baycare Health System
View- Website:
- baycare.org
- Employees:
- 8952
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Quality Assurance And Training ManagerBaycare Health System Jun 2019 - PresentClearwater, FlLead a team of Quality Analysts, Knowledge Management Content Developers, and Learning and Development Facilitators for BayCare’s Contact Center Optimization Support Group. Responsible for the ongoing planning, execution, evaluation and analysis of the Contact Center Optimization Quality, Knowledge Management and Learning programs across BayCare’s customer and internal facing Contact Centers. Lead the strategic planning, leadership and management of BayCare’s Contact Center Optimization technologies while collaborating with Contact Center leadership, HR, IS, Marketing and internal partners to achieve standardized Contact Center goals and KPI metrics. Design, develops and implements programs and policies at the system level.• Provide executive level insight, specific to New Hire Onboarding curriculum, facilitation, and overall performance, as well as Quality Assurance and Customer Experience through analytics including the creation and continuous improvement of standardized Learning Value Chain processes, methodologies, and training offerings across the contact centers. • Drive the creation of business learnings, communications, policies, and process improvements to produce business strategies that achieve results for the organization in alignment with the brand, customer experience and business objectives.• Helping to develop an enterprise level of understanding of the most critical customer touchpoints across the customer journey that drive real value to the customer and the enterprise.• Influences key decision makers to challenge conventional practices and instill customer insights into the decision-making processes.• Accountable for developing and implementing long-term and short-term customer centric goals across the organization and a stakeholder engagement strategy.
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Learning ManagerThyssenkrupp Elevator Jan 2018 - May 2019Tampa/St. Petersburg, Florida AreaDesigned and implemented distance learning strategies, including virtual classroom learning and self-paced web-based training for both technical and professional/leadership development training topics for the Thyssenkrupp US field staff. • Successfully reinvented and planned the weeklong National Orientation & Onboarding events for new employees.• Combined understanding and focus of the business and capability challenges, with current business intelligence and innovation to improve the new hire programs and boost employee engagement. • Consulted on performance challenges and provided learning needs analyses and informal insight to support the business in identifying capability development priorities for employee growth & development.• Analyzed and reported evaluation results, KPIs for continuous improvement of training & employee succession planning. • Negotiated with national vendors while keeping within department budget. -
Customer Care Deployment Manager (Learning & Development)Coca-Cola Refreshments 2012 - 2017Tampa/St. Petersburg, Florida AreaLed a team of 12 Learning and Performance Facilitators and 240+ new hire agents across multiple locations within the United States and Canada. Developed the Learning & Development strategy and curricula while partnering with cross-functional senior level leaders, Human Resources and Talent Development. Accountable for the logistics, budgets, and deployment of diverse and comprehensive multi-million-dollar learning programs for over 1200 internal employees across North America and Canada in business applications, skill enhancement and leadership development. Oversaw the quality of all classroom and technology-based training and development activities, including needs assessment, curriculum development, course design/planning and logistics, content delivery, and related training materials. • Executed deployment of first integrative contact call center environment within a college/university, which in turn, reduced average handle times and increased sales while simultaneously promoted involvement within the community. • Cultivated and implemented a comprehensive Leadership program for frontline and executive leaders which became a requirement for all leader development which was assimilated by the global partners.• Conceptualized a globally accessible orientation program with Human Resources and other L&D partners nationwide which was implemented across all North American business units.• Launched Onboarding training program utilizing state-of-the-art innovations and blended Adult-learning methodologies resulting in greater efficiency and a net reduction in training time by 28%.• Motivated and managed a group of Quality Assurance Analysts and Error Specialists while also leading the L&D Dept. During this time, oversaw the call & error audits, conducted quality calibration meeting, supplied analytics and reporting information for executive leadership. • Elected as the Employee Development Chair for Hispanic Business Resource Group (LaVida). -
Customer Service SupervisorCoca-Cola Refreshments 2009 - 2012Tampa/St. Petersburg, Florida AreaSupervised, trained and monitored a team of 15+ inbound customer service agents. Diffused escalated customer concerns and monitored overall team results. Selected as project lead for several pilots for process and system efficiencies which were used as the basis for future system enhancements.• Promoted 35% of team to positions of greater responsibility through mentorship and guidance.• Created supervisor specific training for new floor supervisors that included the entire scope of job responsibilities and processes.
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Learning And Performance FacilitatorCoca-Cola Enterprises 2005 - 2009Tampa/St. Petersburg, Florida AreaProvided facilitation and direction for a team of 16+ new hire agents during induction training period. Collaborated with all Customer Care Center departments to develop and maintain an in-depth understanding of processes, procedures and operating policies within a continuous improvement environment.• Created and executed “Selling Technique” programs to over 1,000 employees across the Tampa, Tulsa, Annapolis and Brampton contact centers. Increased effective suggestive selling attempts 98% on call monitors and successful sales attempts by 78%.• Selected as 1 of only 3 project leads who cross-trained, mentored and implemented strategic launch of the Tulsa facility’s training department. Was later selected to do the same for Annapolis and Brampton locations. • Designed 4-tiered comprehensive career advancement program used for employee career growth and development, including successive mentoring program that allowed tenured agents to become classroom assistants. The program was implemented across all four sites. -
RecruiterCoca-Cola Enterprises 2004 - 2005Tampa/St. Petersburg, Florida AreaRecruited a diverse pool of candidates including exempt, non-exempt and temporary workers for all positional levels within multiple call centers.• Coordinated and conducted events including: Orientations, Open Houses, as well as other recruiting events around the Tampa Bay area for the Tampa Sales Center and Customer Development Center.• Worked with several publications including bilingual newspapers in an effort to recruit a diverse group of multi-level employees for the 500 seated Tampa contact center.• Led several Employee Engagement and Business Resource Group (BRG) initiatives to promote employee commitment and morale.
Joyce Giddens Skills
Joyce Giddens Education Details
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Human Development -
Customer Experience
Frequently Asked Questions about Joyce Giddens
What company does Joyce Giddens work for?
Joyce Giddens works for Baycare Health System
What is Joyce Giddens's role at the current company?
Joyce Giddens's current role is Quality Assurance and Training Manager at BayCare Health System.
What is Joyce Giddens's email address?
Joyce Giddens's email address is jg****@****ola.com
What is Joyce Giddens's direct phone number?
Joyce Giddens's direct phone number is +140467*****
What schools did Joyce Giddens attend?
Joyce Giddens attended Eckerd College, University Of South Florida.
What are some of Joyce Giddens's interests?
Joyce Giddens has interest in Social Services, Children, Civil Rights And Social Action, Education, Environment, Poverty Alleviation, Disaster And Humanitarian Relief, Human Rights, Animal Welfare, Arts And Culture.
What skills is Joyce Giddens known for?
Joyce Giddens has skills like Call Centers, Team Building, Performance Management, Customer Satisfaction, Training, Leadership, Coaching, Process Improvement, Employee Relations, Customer Retention, Customer Service, Team Leadership.
Who are Joyce Giddens's colleagues?
Joyce Giddens's colleagues are Amber Westall, Katherine Galloway Roberts, Patricia Yali, Tina Jarrard, Morgan Deus M.s. Ep-C, Regina Farley, Ryan Scott.
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