Keith Egan Email & Phone Number

Orlando, Florida

Contractor working for Lockheed Martin RMSConsult with Senior Leaders and HR Leads to diagnose existing challenges to front line leader effectiveness and develop comprehensive solution to address gaps and achieve results.Complete instructional design for New Manager Orientation program to help first line leaders execute the LM Talent CycleStay current with.

Melbourne, Florida

Oversee and execute training strategy and initiatives for over 30 programs across all North American sites. Plan training programs with a cross functional team including operations, Human Resources, technology, workforce and program management teams. Manage the schedule, cost and budget of all North American training initiatives. Oversee the entire life.

Sassenheim, The Netherlands

Responsible for the organization and preparation of customer technical documentation. Worked to define industry standards for customer training and technical documentation. Defined documentation and training coding standards. Worked to define a documentation control process. Helped to define ISO9001 standards for the engineering organization. Worked as a.

Provided new hire and ongoing training in a busy call center environment focusing on sales, call quality, handle time reduction and partner policies.Worked with site, departmental and corporate management to make sure training was world class.Audited graded calls to make sure quality standards (both internal and for our business partners) are met by Tier I.

Responsible for the training and on-boarding of new hire employees in a high volume contact center.Responsible for process and cross training of experienced agents in sales, customer service, systems and partner branding.Worked across multiple levels of the organization to provide high quality training to employees across multiple areas of the business.

Audited supervisor evaluations of agent phone calls to make sure agent quality standards were met.Ran calibration sessions with both internal and external partner representative to gauge client satisfaction with agent phone calls.Ran reporting on agent call scores, critical to quality issues and supervisor evaluation rates

Graded agent phone call with a focus on handle time, client satisfaction and customer satisfaction.Managed employment issues for a team of 25-40 agents.Resolved both client and customer service issues in conjunction with other parts of the business.Coached and developed agents with an eye towards handle time reduction and quality improvement.Assisted in.

Master Of Arts - Ma, Instructional Systems

B.A., Interdisciplinary Studies

A.A, General Ed.