Kathlene Johnson Email & Phone Number

Marietta, Georgia, United States

Develop and execute a strategic vision for the Wildlife Team aligned with the organization's goals and objectives. Identify training needs within the Wildlife industry through thorough needs assessments. Develop and implement training strategies, rooted in adult learning theories, systematically gather and incorporate feedback into training content and programs, manage a team of Wildlife curriculum designers and trainers versed in adult learning, and ensure the successful delivery of high-quality, problem-centered training programs tailored to Wildlife professionals.•Proactively identified/addressed training and development needs, while managing the development of programs. Collaborated with managers, site leaders, instructional designers, business partners and any other necessary resources to drive training delivery and implementation.•Identify potential learning gaps and needs of clients, partners and employees to drive training proficiency, while engaging with product and technology teams to ensure the latest information was strategically integrated.•Lead training needs analysis, designed new training materials and assessments with clear learning objectives and updated existing training materials.•Serve as a SME and liaison/reviewer to shared services during content development and continuous improvement updates as needed, with a focus on training, certifying and developing staff to established proficiency levels.•Develop policies/procedures, staff performance assessments and a variety of reports; leveraged performance metrics and measures to continually drive training delivery effectiveness.

Kennesaw, Georgia, United States

Directed all aspects of the evaluation, design, development and implementation of training programs to address corporate needs via the oversight of a team of trainers charged with developing and delivering exceptional training for technology data users, analysts, scientists and engineers, general staff and client audiences. Conducted in-person/virtual individual and group training, led strategic planning processes, and developed materials, assessments and up to date training curriculums.• Proactively identified/addressed training and development needs, while managing the development of programs. Collaborated with managers, site leaders, instructional designers, business partners and any other necessary resources to drive training delivery and implementation.• Identified potential learning gaps and needs of clients, partners and employees to drive training proficiency, while engaging with product and technology teams to ensure the latest information was strategically integrated.• Led training needs analysis, designed new training materials and assessments with clear learning objectives and updated existing training materials.• Served as a SME and liaison/reviewer to shared services during content development and continuous improvement updates as needed, with a focus on training, certifying and developing staff to established proficiency levels.• Developed policies/procedures, staff performance assessments and a variety of reports; leveraged performance metrics and measures to continually drive training delivery effectiveness.

Greater Atlanta Area

Managed a team of global trainers in the US, India and the Philippines in the delivery of instructor-led process training, to include sales methodologies, customer service/experience techniques and soft skills via multiple training platforms. Engaged with business leaders and teams to assess, analyze, identify and drive tactical/strategic training solutions that aligned with business needs, to include the design, development and launch of corporate/company-wide training initiatives.• Led the planning and execution of large, complex training initiatives, while directing the adoption of new training methods, technologies and programs.• Improved the design, delivery and continuous improvement of the trainers and summarized evaluation reports to determine impact of training on employee skills and KPI’s• Worked closely with business clients and owners to define training project deliverables, to provide status reports and to document feedback

Greater Atlanta Area

Managed all aspects of the creation and delivery of mechanisms designed to meet/exceed KPIs and operational objectives for over 300 agents across domestic and international contact call centers, to include devising quality assurance and performance plans to identify successful practices and identify/correct non-productive behaviors.• Analyzed performance data and provided trend reporting for call center operations to senior EarthLink management.• Partnered with site management to improve team performance and celebrated successes to encourage productive behaviors across all project functions.

Greater Atlanta Area

•Provided leadership for the design, development and implementation of training assessment methodologies for over 500 agents in multiple centers (outsourced and internal) across the Americas, the Caribbean, India, the Philippines, and Romania•Incorporated culturally-specific references into training materials to deepen understanding•Created collaboration methods for EarthLink corporate and local site personnel to develop and deliver consistent training messages worldwide•Successfully deployed over a 100 training projects and programs through fostering partnerships with internal and external business and technology teams

Greater Atlanta Area

Served as the interim operations manager for call center site comprised of 115 agents, supervisors, QA and Data Analysts who provided desktop support to major clients in the Fiserv, Hospital, Retail and Real Estate sectors. Provided weekly coaching/feedback sessions to identify opportunity weak areas, reinforce strengths, and create action plans to drive better performance; drove compliance to all program-initiated action plans, call center initiatives and incentives.• Created daily, weekly and monthly performance analytics to assess and improve site-level metrics and enforce appropriate staffing levels.• Identified opportunities to improve customer-impacting and center processes, while balancing continuous improvement needs with collaborative efforts to achieve organizational goals.• Provided coaching, support, leadership and guidance, with a focus on leadership development and growth; collaborated with center leadership to design/implement continuous learning programs.• Worked with corporate stakeholders and cross-functional / regional teams to define and deliver shared priorities and strategic initiatives in alignment with corporate direction.