Heather Lazzaro-Gantz Email & Phone Number

Port St. Lucie, Fl, Us

Remote

• Played a pivotal role as a key member of the Global eLearning Certification Team, demonstrating thought leadership, effective relationship management, and continuous quality improvement for instructor vendors.• Supervised a team of nine learning delivery managers.• Oversaw the vetting process for new instructor vendors, coordinated instructor certification programs, and ensured the seamless deployment of client content.• Managed accounts within learning management systems, authorizing appropriate access levels.• Enhanced quality monitoring programs to optimize instructor performance in the virtual learning environment.• Conducted a specified number of Quality evaluations per month for contract instructors based on the Phillips methodology.• Provided feedback and conducted enhancement sessions with contract instructors, developed performance strategies, and fostered alignment across the Lead Instructor population on best practices for virtual learning environments.• Led pilot programs for new policies and procedures, developed and reported on strategies to address aggressive ramp intervals, and supported the successful implementation of new client programs.• Collaborated with business operations and enrollment departments to coordinate class scheduling, troubleshoot instructor vendor and learner issues, and conducted comprehensive reporting and analysis.• Conducted Ad-Hoc Reporting and Analysis, as well as Quarterly and Monthly Financial reporting, utilizing Business Intelligence Tools and Dashboards to enhance performance and drive efficiency.• Addressed technical issues, managed the agent database, processed agent profiles, differentiated code and skilling variances, and facilitated the onboarding and offboarding of new wave agents.

Remote