Laura Mccoy Email & Phone Number

Developed and designed comprehensive training programs for a diverse, international workforce.Created new hire orientation materials and onboarding programs to ensure a smooth integration of new employees into the company.Actively collaborated with BPO teams to customize training to meet their specific needs and provided effective coaching while assessing the trainers at each site.Utilized tools such as Confluence and Jira to streamline processes, enhance collaboration, and successfully implement organizational changes.Utilized e-learning platforms such as Articulate 360 and Adobe Creative Cloud to develop engaging and interactive training content.Conducted needs assessments to identify skill gaps and training requirements across different regions.Facilitated virtual training sessions and workshops to accommodate global time zones and diverse learning preferences.Collaborated with subject matter experts (SMEs) and cross-functional teams to ensure training content accuracy and relevance. Managed and maintained the Learning Management System (LMS), tracking training completion and effectiveness.Continuously updated training materials to reflect industry trends, best practices, and regulatory changes.Evaluated the effectiveness of training programs through surveys, feedback, and performance metrics, making data-driven improvements.

Lynnwood, Washington, United States

-Perform an average of 40 career coaching sessions per week; flexing style, and resources to accommodate the needs of each customer.-Systematize multiple process following the LEAN methodology for the organization, reducing the capturing data time by an average of 2 hours per week. -Synthesize current business information to produce weekly reports and polished presentation, highlighting trends and recommendations.

Greater Seattle Area

- Responsible for overseeing and leading a team of 10+ Customer Service Executives-Communicate goals so everyone understands them and their role in achieving them.- Promote productivity and quality standards.-Through coaching and counseling sessions maintain and improve all areas of performance; productivity, quality and attendance.- Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes.-Create an inspiring team environment with an open communication culture.

Greater Seattle Area

- Conducted classroom and virtual training to internal and to new hires enhance procedures and soft skills. - Planed, organized and developed training materials that met specific needs, which are identified based on data analysis, for new hire classes, and current agents based. - Effectively translated complex information into common terms.- Designed training to provide hands-on practice with in-house computer systems.- Demonstrated strong personal effectiveness.- Initiated good conceptual ideas with practical applications.- Fully accepted all responsibilities and meets deadlines.-Showed dynamic leadership qualities

Bellevue, Wa

• Addressed costumer’s service inquiries in a timely and accurate fashion.• Gave accurate and appropriate information to answer question, troubleshoot issues andresolve complains.• Worked with upper management to ensure appropriate changes were made to improvecustomer satisfaction• Redirected call to the correct department.• Maintained up-to-date records all times.• Participated in ongoing training sessions.

Leon, Guanajuato

• Created instructional resources for use in the classroom.• Planned, prepared and delivered instructional activities• Created positive educational climate for students to learn in.• Participated in ongoing training sessions.• Created projects designed to enhance lectures.• Created lesson plans.• Integrated competencies, goals, and objectives into lesson plans.• Developed incentives to keep participants in class.• Tutored students on an individual basis.• Observed and evaluated student's performance.• Managed student behavior in the classroom by invoking approved disciplinary procedures.

Leon, Guanajuato

• Implemented lesson plans for teaching English as second language.• Taught students from different levels from beginners to intermediate. • Prepared students for TOEFL examination.• Creation of workshops to develop techniques to study in a foreign country. • Planned, prepared and delivered instructional activities• Created positive educational climate for students to learn in.• Participated in ongoing training sessions.• Created projects designed to enhance lectures.• Created lesson plans.• Integrated competencies, goals, and objectives into lesson plans.

Bachelor Of Business Administration - Bba

Teaching English As A Second Language, Teaching English As A Second Or Foreign Language/Esl Language Instructor