Kathy Flowers Email & Phone Number

Fort Collins, Co, Us

United States

• After completing revised training, new contact center representatives met Tickets Per Hour (TPH) goal in 3 weeks instead of 7; exceeded CSAT scores of existing agents by 20%, and exceeded quality scores of existing agents by 15%• Successfully supported New Product and New Feature launches with just-in-time training and customer- and agent-facing help center articles• Oversaw the restructuring and content development of 100+ customer-facing articles to support changing processes and procedures• Restructured the Quality program to align with the customer satisfaction goals, bringing the delta of quality scores and CSAT to within 5 percentage points

United States

• Managed rapid design and development of virtual instructor-led and web-based training to ensure 4000+ Customer Service Representatives receive immediate training on program changes • Delivered weekly Train-the-Trainer sessions to 100+ Trainers on team meeting content • Partnered with Operations to launch 500 Work @Home CSRs in 10 days, allowing us to continue to support our customers through COVID• Led the Rapid Response Design Team in the successful launch of instructional materials including learning games to meet immediate learning needs in as short as 24 hours• Created curriculum to support 300+ Trainers on how to deliver engaging adult-centric virtual instructor-led training using Adobe Connect • Created curriculum to support 50+ Lead Trainers on how to lead and support trainers as we onboarded 5000+ CSRs

Global Director of L&D• Knowledge Writers and Instructional Designers secured an EBIT of 35%• Partnered with the client to provide training to their vendors securing an EBIT of 75%• Global Leadership Coaching Model improving attrition and performance across all sitesCorporate Director of L&D• 95% of Supervisors received Six Sigma Green Belt Certification after completing the Leadership curriculum• Trained and empowered current leaders to deliver 80% of the Leadership curriculum• Led the successful transition from Center Partners Learning and Development to Qualfon Learning and Development after the acquisitionRegional Director of L&D• Reduced time to proficiency for employees by incorporating the experiential learning model into the curriculum• Partnered with the client to incorporate hands-on training, increasing revenue while in training, from $30,000 to $130,000 • Directed the development and deployment of trainings that resulted in: - A monthly savings of $6,780 for our client - A 9% increase in Customer Satisfaction scores • Incorporated hands-on training methods for sales training resulting in 90% of classes exceeding metrics while in training• Marketed and landed knowledge team, securing $354,000 annually resulting in an operating profit of $163,000• Partnered with marketing to win 5 new clients resulting in over 1200 new employees • Led the team to a successful launch of the virtual learning platformLead Trainer and Knowledge Manager• Trained over 500 new hire CSRs and 100 Managers• Launched Knowledge Management System serving 500 employees over two sites• Facilitated Leadership Training for over 40 leaders