Katherine St Jean Email & Phone Number

Edmonton, Alberta, Canada

• Responsible for documentation of operational processes.• Assists and supports existing clients with their inquiries, issues, or requests regarding Onware Contract Administration Software, as well as for other custom software.• Follows up to ensure inquiries are resolved/addressed.• Supports and reinforces daily execution of systems and processes.• Works closely with the team of Software Developers to address identified software issues, as well as performing software testing… Show more • Responsible for documentation of operational processes.• Assists and supports existing clients with their inquiries, issues, or requests regarding Onware Contract Administration Software, as well as for other custom software.• Follows up to ensure inquiries are resolved/addressed.• Supports and reinforces daily execution of systems and processes.• Works closely with the team of Software Developers to address identified software issues, as well as performing software testing to ensure issues reported were fixed.• Administers client trainings for project users, such as Contract Administrators, Consultants (Engineers, Architects), Contractors and Trades, to ensure users are equipped with knowledge of using the app/software.• Maintains and updates Online Users Guide materials as needed/required based on fixes and updates released to clients. Show less

Makati

• Supervised teams of Trainers and Training Team Leads from multiple sites while working closely with other sites' supervisors to ensure consistency and alignment of training processes and implementation.• Addressed operational needs on client specific up-trainings, training initiatives, and new hire classes. • Assessed training needs of employees and designed, developed, revised, and facilitated training programs and modules with management approval as a result of evaluation results or… Show more • Supervised teams of Trainers and Training Team Leads from multiple sites while working closely with other sites' supervisors to ensure consistency and alignment of training processes and implementation.• Addressed operational needs on client specific up-trainings, training initiatives, and new hire classes. • Assessed training needs of employees and designed, developed, revised, and facilitated training programs and modules with management approval as a result of evaluation results or of changing needs in the company. • Led, trained, coached, developed, and assessed agents and non-agents in communication, customer service and other technical or behavioral areas of their position to meet objectives and maintain company policies and procedures. Show less

• Helped improve the operational systems, processes and policies in support of the organization’s mission• Supervised the day-to-day operation of the site to ensure agreed standards are consistently met• Consistently monitored all front-line representatives’ scorecard, provided feedback and coaching to help them deliver excellent performance.• Represented, communicated and executed specific strategies based from program goals.• Created and conducted product and program specific… Show more • Helped improve the operational systems, processes and policies in support of the organization’s mission• Supervised the day-to-day operation of the site to ensure agreed standards are consistently met• Consistently monitored all front-line representatives’ scorecard, provided feedback and coaching to help them deliver excellent performance.• Represented, communicated and executed specific strategies based from program goals.• Created and conducted product and program specific training • Worked closely with other key stakeholders to align strategies with company and our clients’ goals Show less

•Facilitated product/process training and training needs analysis on existing employees' performance to help improve KPIs.•Managed customer service resources in an effective and efficient manner •Focused in delivering positive customer experience according to company’s standards •Developed team's sales and customer service capabilities.•Monitored and evaluated metrics and identified required actions necessary to achieve service level and quality targets, maximize first time call… Show more •Facilitated product/process training and training needs analysis on existing employees' performance to help improve KPIs.•Managed customer service resources in an effective and efficient manner •Focused in delivering positive customer experience according to company’s standards •Developed team's sales and customer service capabilities.•Monitored and evaluated metrics and identified required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation •Conducted formal employee performance reviews, established development plans and as appropriate, initiated promotions, pay adjustments, disciplinary actions, and terminations Show less

•Partnered with the business and customers to assess and customize training based on current and future needs.•Performed Peer-Level reviews on other training packages and classroom performance for writing and delivery skills.•Normally received general instructions on routine work, and more detailed instruction on new projects or assignments.•Tailored new product and vitality training curriculum to support a global training audience.•Delivered technical training curriculum to… Show more •Partnered with the business and customers to assess and customize training based on current and future needs.•Performed Peer-Level reviews on other training packages and classroom performance for writing and delivery skills.•Normally received general instructions on routine work, and more detailed instruction on new projects or assignments.•Tailored new product and vitality training curriculum to support a global training audience.•Delivered technical training curriculum to customers through a combination of lecture and hands-on lab exercises.•Assisted in the development and review of new training materials by analyzing customer feedback and providing feedback for recommended revisions to course curriculum.•Worked closely with other Dell departments to continuously improve the effectiveness of the technical content and its delivery.•Provided feedback to management on classroom performance and customer experiences and recommend actions for improvement. Show less

•Adhered to schedule of training programs•Conducted training consistent with internal and external training requirements•Facilitated training classes covering customer service/sales/technical skills, company policies and procedures, client information, and computer basics•Accountable for the quality of all agents certified to join Operations•Implemented refreshers/uptraining sessions for current certified agents•Developed and designed training courses complete with training… Show more •Adhered to schedule of training programs•Conducted training consistent with internal and external training requirements•Facilitated training classes covering customer service/sales/technical skills, company policies and procedures, client information, and computer basics•Accountable for the quality of all agents certified to join Operations•Implemented refreshers/uptraining sessions for current certified agents•Developed and designed training courses complete with training guide•Assisted in coaching trainees on areas for improvement during training•Measured and analyzed training effectiveness for program improvement to help increase agent performance on the job Show less

•Assisted internal/external clients in resolving hardware and software related technical issues.

•Assisted clients in resolving network technology related technical issues.•Conducted weekly KPI evaluations for technicians

Bs Electronics And Communications Engineering, Engineering

Ccna, Cisco Network Associate