Kian Ruddock Email & Phone Number

TRAINING AND DEVELOPMENT -Using Needs Analysis and due diligence, developed curriculum and training materials for new products and existing training curriculum to enhance future training sessions.-Developed Training New Hire Welcome Kit using the ADDIE model.-Implemented Training New Hire Welcome Kit as part employee on boarding initiative.-Developed Job Aids, Participant/Facilitator Guides and Assessments for classroom training sessions.-Facilitated Instructor lead classroom training sessions for POS and Customer Service New Hire and Cross training classes.-Facilitated training process for vendor migration and certification of vendor trainers.-Serve as representative from the learning and development team on migration project meetings-Managed classroom size of 5-30 participants-Facilitated Train the Trainer sessions via live meeting.-Conducted Associate Trainer workshops.-Consulted with business partners and product management for questions regarding the training needs, materials and/or policy and procedures.-Partnered with Quality Assurance to gain feedback regarding quality issues, and implement improvements in class.-Consistently receive 4 and 5 ratings on training surveys-Identified opportunities to reduce training time for Cross Training and New Hire sessions.-Updated On-Line Reference tools

SUPERVSIOR/LEADERSHIP-Work with upper management to make joint project decisions and recommendations.-Responsible for direction, control and performance of specific group of employees. -Accountabilities include but are not limited to overseeing the daily workflow process including assuring quality standards are maintained, processing deadlines are met and processing changes are implemented.-Managed merchant’s unsolved and escalated issues related to various Point of Sale devices.-Coached agents on future techniques needed to resolve difficult call types, while reinforcing the importance of one call resolution.-Addressed all outstanding issues/opportunities with new product launches to product managers.-Supervised over 50 agents within the Global Customer Service Organization.

Nursing

Business Administration