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 external trends, best practices, and innovations in learning and developmentCollaborate closely with Human Resources colleagues to create sustainable development solutions that work across RMSOversee creation of communication and marketing materials to deploy development solutionsManage logistics of training program delivery including scheduling courses, managing rosters, creating meeting invitations, and recording training in learning management systemDrive the execution and design of engaging learning solutions to include programs, courses, and communities of practiceEngage users and expand global reach by creating mobile web-based learning solutionsMarket and scale LM internal learning programs so more learners have an opportunity to grow in their careerBuild LM Peer to Peer Learning Network by identifying, engaging, and assessing internal Subject Matter Experts for the development and delivery of learning solutionsCreate pathways for users to generate content that improves performance relevant to their business goalsIncrease the number of options available for our learners to consume the same information by leveraging social collaboration tools like discussion forums, blogs, videos, podcasts, and micro blogs to foster a learning culture and drive business outcomesDevelop internal adaptive learning methods to allow individuals to learn at their own pace and build expertise efficientlyMake the right information searchable and accessible by curating quality information and resources for our critical skills

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 cycle of training programs from inception to implementation. Act as the main point of contact for client representatives in rolling out training programs.Responsible for reporting project status to client and Percepta executive leadership. Manage a diverse team is instructional designers, classroom facilitators and training supervisors. Responsible for staffing the training team for the North America region. Work with subject matter experts to roll out technological improvements to the training group. Work to define documentation standards. Work with content managers to roll out and professionalize the use of document management systems. Work with admins to define and improve used of corporate learning management system. Act as the main point of contact for Learning and Development SharePoint needs. Create and refine policies for the Percepta training group. Work with my European and Asian counterparts to define global training strategy. Define Percepta training style and branding. Responsible for coaching and professional development for the Percepta NA training team.

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 functional manager within the engineering organization. Worked with vendors on requirements for training and technical documentation. Managed a team of three training specialists and a documentation control specialist. Oversee delivery of customer and internal training. Create customer service policies for B2B technical support matters. Coordinate training scheduled with customer representatives and internal stake holders to guarantee successful delivery of contractual training and documentation requirements. Manage vendor relations. Oversee creation and organization of flight simulator documentation. Insure training and maintenance documentation adheres to flight simulation guidelines. Develop process improvement projects with corporate leadership and departmental management. Development and deployment of training materials for commercial aircraft flight simulators.Employ Instructional Design principles to technical and maintenance training.Design training for professionals from multiple levels of the business from production floor to management.Work with trainers, software engineers, mechanical engineers, production team, program managers and customer service management to develop and deploy high-quality training materials for a global customer base.Design process improvements to drive KPIs in the training department.Work with operations management to develop training courses for new and existing employees. Facilitation of customer and employee training. Needs assessments for client launches. SME reviews on designed materials.

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 phone agents, Tier II phone agents, e-mail agents, chat agents and back office teams. Worked with Learning Design team to create effective, operationally minded training materials.Worked with operations team to make sure agents are level set in systems, policies, quality requirements, handle time requirements and general call center information.

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 creating new customer service policies for agents to implement in customer phone calls.

Master Of Arts - Ma, Instructional Systems

B.A., Interdisciplinary Studies

A.A, General Ed.