Kate Charron Email & Phone Number

Remote

• Plan and manage the running of training courses on all relevant products, user interfaces and administrative tools for a wide range of users (both internal and external)
• Manage the production of tailor-made course material that will disseminate product knowledge to all trainees
• Provide training certification for both third party companies and distributors
• Manage and plan the training resources that will be required for the production of training materials and delivering the training courses
• Maintain links with other organizations (professional societies, user groups) to promote Ovid Technologies presence in the user community
• Design, develop and deliver technical training course modules across a wide range of products, technologies and work practices

South Burlington, Vermont

• Develop, design and update course material such as participant guides, slide decks, job aids, eLearning assets and assessments for various applications and software programs
• Conduct live virtual and instructor-led trainings to diverse audiences of 1,600 end users
• Develop and deliver New Hire Technology Training to new employees
• Coach and mentor Functional Trainers to achieve competency in training delivery
• Administer and troubleshoot ANCILE uPerform application
• Perform Training Needs Analysis to determine requirements and strategy for training

Williston, VT

• Managed class schedules, rosters, and resources for B2B Customer Service department
• Analyzed needs for training and development for CSRs
• Collaborated with management and CSRs to determine and develop trainings and procedure documents
• Designed and delivered New Hire training curriculum and incidental trainings as needed
• Designed and developed job aids for CSRs
• Facilitated and documented departmental process improvement initiatives

• Responded in a timely and professional manner to emails sent by customer through email management software program.
• Mentored other CSRs on procedures, responses and best practices
• Performed research using GMCR tools including PeopleSoft, Sales Portal and GMCR Intranet and the GMCR web site
• Assisted with Social Media and internal requests
• Participated in testing project for new Call Center Software Platform

• Identified and resolved customer concerns while maintaining a professional and calm demeanor
• Met/exceeded department performance goals and metrics
• Flexible to assisting with phones or web inbox as needed
• Focused on data and order accuracy and detail
• Participated in department and company continuous learning classes