Laura Whitton Email & Phone Number

Derry, Nh, Us

Manchester, Nh, Us

Dunfermline, Scotland, Gb

• Leads the development of new hire content for the field Sales organization• Identifies opportunities for updating training roadmaps for heightened learning retention• Drove and led the overhaul of existing onboarding and quarterly new hire training agendas and associated content• Serves as the LMS Admin throughout the identification and implementation process• Creates and updates customer-facing and internal documentation to support use of devices and software• Works collaboratively across the organization to build presentations, project plans, and training videos• Composes scripts and visual cues for training video production• Leads facilitation of new hire training content for field Sales and Regional Product Specialists

Acton, Massachusetts, Us

Acton, Massachusetts, Us

• Works with management to identify training needs and gaps that exist based on quarterly quality reviews of all representatives• Collaborates with Subject Matter Experts to ensure accuracy of training materials being developed or modified ahead of scheduled training• Creates standardized training formats and templates to ensure consistency throughout the Customer Care organization• Develops and modifies Work Instruction Documents to reflect current processes for representatives to have comprehensive details pertaining to their everyday work functions• Creates e-Learning courses using Articulate Storyline, Articulate Rise, and Vyond to be used by the business for refresher trainings and up-trainings for existing representatives• Facilitates trainings virtually and face-to-face for new hires and current representatives requiring up- or cross-training• Creates business-wide communications regarding process changes, product changes, process reminders and system enhancements• Functions as the admin for the Customer Experience LMS: Allego

Bloomfield, Ct, Us

Create training roadmaps and curriculum for new hire training, uptraining, and cross-training within Service Operations.Create knowledge checks and course assessments to ensure knowledge was obtained in accordance with the course objectives.Maintain existing curriculum to ensure all updated policies and procedures are reflected.Self-taught in TechSmith Camtasia and Articulate Storyline to create eLearning modules to accompany curriculum items as well as assist other teams with videos and eLearnings as needed.Facilitate trainings virtually and face-to-face for new hires and current employees needing uptraining or cross-training.Identifies and bridges gaps in training curriculums to ensure employee success within his/her job function.Receives high scores on feedback surveys regarding training facilitation.

Bloomfield, Ct, Us

Maintained customer demographics and eligibility by utilizing manual techniques as well as working fallout reports. Served as a mentor for new hires and as a Subject Matter Expert (SME) for current employees within the Individual and Family Plans department.Maintained and created Standard Operating Procedures based on business need.Worked as part of a small team to develop a department-wide auditing process.Assisted with facilitating team work by generating and assigning fallout reports.