Lori Scott Email & Phone Number

• Coaching Effectiveness Manager - Reporting into the Practice Management team, the CEM is responsible for improving the coaching ability and effectiveness of Group and Team Managers
• Partner with and coach a Sr. Leadership team on advice/guidance/solution giving strategies and tactics to improve the overall customer experience
• Actively participate as a member of the Sr. Leadership Team and partner with GMs in building strong employee experience
• Identify performance management challenges and proactively take steps to improve with TM/GMs through the use of coaching best practices at the TM level
• Utilize resources within the business unit/functional area to deliver on experience for customers and leverage national programs/toolkits to facilitate improvement in Leadership capabilities
• Partner with TMs to ensure consistent coaching delivery against strategic initiatives

Toronto, Canada Area

• Focus on the management and execution of training implementation plans from intake, analysis, design, development, implementation and evaluation; supporting the Rogers Retail channel.
• Led the development of learning business plans for Rogers Retail; integrated functional/channel plans into the holistic enterprise plan acting as primary point of contact for retail training program inquiries
• Work with key stakeholders to identify performance and productivity levers critical to business goals and lead discussions regarding learning strategies/approaches within a channel providing expert guidance
• Define training performance objectives and effectively communicate learning outcomes and impacts against those objectives
• Partner with internal design coworkers, internal technology teams and client teams to deliver results
• Partner with the learning measurement team to implement and support the learning effectiveness strategy while monitoring and reviewing the effectiveness of new hire and initiative training programs

Toronto, Canada Area

• Responsible for determining the initial scope, strategy and resource requirements for the development of learning for the client. Working directly with the client to determine skills, knowledge needs and most.
• Responsible for managing course quality, providing facilitation support and approval of new training courses
• Manage client relationships across multiple sites, consulting on learning and development projects throughout full learning lifecycle: Subject Matter Expert consultation; liaison with Business Leaders/Stakeholders.
• Manage strategy and progress of the project requirements against determined milestones and deliver based on project plans
• Oversee and approve the design and development of training programs meeting the needs and requirements of the client as well as developing training for associates at all levels of the business
• Regularly report on the productivity and efficiency of the training team, sharing results with all impacted stakeholders to determine best practices and process improvements supporting business objectives

Toronto, Canada Area

• Served on Sales Leadership Team of a 6M+ store responsible for driving overall store results to an increase of 10% over last year with specific ownership of an assigned merchandise category
• Responsible for creating a customer-centric culture, focusing on delivering highly satisfying customer and associate experiences while leading and managing all daily activities
• Deliver a best-in-class, captivating, branded experience that builds loyalty and enables consistent sales and profit growth
• Supported, modeled and enhanced all selling and sales support behaviors ensuring seamless customer experience and managed and resolved escalated customer relations issues
• Responsible for overall store KPIs including category launch, sales percent to plan, conversion, ATV, UPT, and coupon conversion by developing and executing short term action plans and long term strategies
• Built a high performance team by identifying hiring needs, then attracting and recruiting highly qualified supervisors, specialists and sales associates

Toronto, Canada Area

• Instrumental in the planning, on-boarding and implementation of training processes and facilitation for the ramp up of the Brampton and North York Call Centres with over 2000 new employees
• Consistently manage, coach and develop a team of 14+ service trainers including observing and assessing training sessions for skills transfer and effectiveness
• Partner closely with Quality team to assess associate compliance, knowledge transfer and overall performance, sharinging feedback and recommendations to improve learning cycle
• Monitor and analyze individual and team results to determine coaching priorities and opportunities and develop action plans to enhance performance
• Manage all performance and development issues for direct employees as well as new hire Call Centre staff up to and including termination
• Establish and monitor performance in the areas of trainer utilization, resourcing and materials management

Toronto, Canada Area

Toronto, Canada Area

Communication And Design

Adult Education And Continuous Learning

General Arts