Training Lead Analyst
Pleasanton, Ca
Large-scale, $160M Telephony Infrastructure (TI) transformation and technology refresh for Kaiser Permanente contact centers of 6,000 agents handling over 60 million calls per year. • Led training project track and deployed hardware, software, configuration, and testing on premise-based Cisco and Genesys Voice over IP (VoIP) platform for 100-400+ seats at 33 national call centers• Developed courseware and curricula for complex platform of 15 products encompassing framework, routing, workforce management, quality monitoring and analytics platforms• Performed needs assessment and comprehensive analysis of 21 job roles to develop functional training requirements• Enabled business users to customize real-time reporting templates in CCPulse and build custom historical reports in Interactive Insights• Educated customers on architecture and solution design for computer telephony integration (CTI) and learning management system (LMS) tracks• Performed data analysis, verification, and cleanup of database of 400+ users in Aspect Workforce Management (eWFM)• Developed test cases for real-time and historical reporting tracks • Highest-ranked instructor in customer surveys with students retaining over 90% of knowledge in tests• Multi-year project to increase throughput by 100% with reduced time-to-completion
