Maxann Luchkowec Email & Phone Number

San Diego, CA, US

United States

Greater New York City Area | Remote

• Support existing onboarding/new hire curricula and adhoc training interventions for approximately 15,000 Customer Service Agents employed by BPOs located around the world. Focus on designing engaging and results.
• Created a design system and liaised with internal design teams to define framework. Drove more consistency across all deliverables, modernized look and feel to align with consumer facing SXM branding.
• Redesigned templates utilized by Instructional Design team, increasing design and development efficiency
• Resulted in decrease in onboarding time and management effort for external Instructional Design resources using the system
• Managed UX/UI design elements and external resource to deliver on design specs of new LMS implementation in 5/2021
• Created a fully self-paced 8 day version of our 15 day ILT new hire program reducing the footprint by 7 days, resulting in cost savings and shorter training time to expedite agents getting onto the phones in May 2020.

Auckland, New Zealand

• Designed customized internal and external e-learning training modules for 12,000 employees in various departments including: operational, support, corporate, and contracted/remote staff
• Performed systematic and in-depth needs analysis reports to determine the necessary training requirements & regulations based on the current global market conditions and needs; defined the learning objectives &.
• Digitized 16 paper-based exams for Mt. Cook Cabin crew's three-month training; resulted in an increased efficiency of facilitation processes and enabled an overall better learner experience for the cabin crew
• Analyzed historical learning data to mitigate risks and ensure compliances with operational requirements, internal controls, and regulations
• Implemented the airline's first-generation work-flow intake process and increased the overall efficiency for 200 employees
• Transformed outdated and ineffective trainings to leverage new technologies and skills to increase and maintain learner engagement

New York City

• Managed a crew of five people and negotiated a $90,000 annual budget
• Produced and directed 12 annual photoshoots and consistently innovated fresh styles of product and model imagery to establish a brand identity; developed a multi-year strategy of content creation and photo shoots
• Oversaw and managed the entire marketing and design development process lifecycle
• Spearheaded the revamping of the trade shows booth designs to be more visually appealing, optimize space, and increase sales at six annual trade shows
• Supervised a nine-month campaign for redesigning the functionality of the company's business-to-consumer and business-to-business websites, focusing on customer behaviors across segments and end-user experience.
• Supervised the ongoing audit and maintenance of UX updates to websites, which included prioritization of schedules, resource allocation, and budget tracking

• Created product mock ups for client approval, liaised between vendors, and built production files
• Coordinated bimonthly emails; supplied copy/images to designer, reviewed layouts, managed approvals
• Managed the structural redesign and project with web development of website over 10 months