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
• 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.

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
• 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.

• 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
• Created and conducted product and program specific training

• 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
• 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

• 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
• Delivered technical training curriculum to customers through a combination of lecture and hands-on lab exercises.

• 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

• 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