Marian Harrison Email and Phone Number

Managed a team of Learning Specialists who support multiple lines of business for a travel and medical assistance insurance call center of 500+ associates. Effectively use specific training models and authoring tools to assist in the management of the training team. Responsible for scheduling, tracking and determining effectiveness of trainingPerform gap analysis to determine specific training needsEmploy a blended approach of instructor-led and eLearning delivery methods in the areas of technical and soft skills Facilitated multiple instructional design sessions to develop standardization of training documentation Proactively developed leadership new hire and refresher training for Operations teamCertified to deliver and create both associate, leadership and mentor training programs

As team lead, developed and maintained new-hire, recurrent and new-product training curricula, concentrating on the areas of diagnostics and customer-service skills for a global help desk of 350+ employees.

Created, managed and development Training Team for Software Help Desk, Sabre Holdings in Montevideo, Uruguay. Instrumental in transitioning the North America training plan to support a global audience of 450+ employees during a two-year expatriate assignment in Montevideo, Uruguay.

Led the quality assurance team in the areas of monitoring and training for 150+ North America help desk employees.

Facilitated classes for internal employees and customers throughout the world, successfully bridging all cultural and language barriers.

Handled phone inquiries from customers in the areas of diagnosing technical issues with Sabre products.

Led and assessed performance for groups of 15+ new hires in a nine-week training course which covered computer and sales skills. Booked customers over the phone with vacation packages which included air, hotel, car and tour excursions. Provided support to customers whose luggage had been mishandled during their trip. Performed internal searches in locating mishandled baggage to reduce replacement costs. Received inbound calls from customers who inquired about making reservations for domestic travel.