Nancy Hubbs Email & Phone Number

Toronto, Canada

• Built an 8-member L&D team that provided customer service, leadership, sales and technical training solutions to over 600 stores; significantly improving employee satisfaction and customer experience.
• Investigated and analysed needs of internal customers then designed, developed and facilitated Advanced Selling program for field teams; which considerably increased the basket size of appliance and kitchen customers.
• Delivered large scale corporate and field training programs to enhance employee engagement and professional development (e.g. Performance Management, Change Management, Leadership, Coaching, New Employee Orientation.
• Developed training solutions for implementing Standard Operating Procedures in the distribution centers; which increased worker efficiency and productivity.

Burlington, Ontario

• Managed the national training team and 4 project managers on strategic and operational activities impacting over 400 Call Center Agents and Field Technicians. Training solutions we delivered lead to drastic.

• Oversaw the global development and implementation of training programs for internal and external training partners. This included content creation, LMS management and evaluations.
• Cultivated relationships and managed contracts, SLAs and SOWs with external training vendors.

• Fostered trusting partnerships across various business units to influence the deployment of consistent and successful training programs for handhelds and backend systems.
• Responsible for working with regional stakeholders to develop, schedule, deploy and evaluate BlackBerry technical training for 4 new call centers in Central America, Europe and Asia.
• Prioritized projects to align with business objectives for internal and external customers.
• Managed 4 Training Team Leads in North America.

• Directly managed day-to-day activities of 26 international/regional trainers and 4 technical support staff.
• Coached individuals for professional development or non-conformance of responsibilities.
• Measured and evaluated Key Performance Indicators for the team to ensure quality standards consistently attained (e.g. utilization targets, customer satisfaction scores).
• Created standardized qualitative evaluation that became a trainer benchmark for the global team.
• Built partnerships with internal stakeholders for use as subject matter experts.

• Managed and grew training relationships with Fortune 500 accounts by creating customized training solutions for their technical and sales audiences.
• Consistently met monthly trainer utilization targets of 75% for a 4 member training team.

• Delivered BlackBerry training in 1:1 sessions, classrooms, webinars and trade show seminars (200+ participants) to enhance product knowledge for sales representatives.
• Developed facilitation guide for all international BlackBerry trainers that detailed best practices and training strategies.

Oakville, Ontario

• Designed and developed user manuals for internal and web based applications.
• Trained staff (>200) on procedures, software and proprietary products.

Markham, Ontario

• Responsible for needs analysis, design, development and delivery of sales and soft skills training to a team of 20 internal sales representatives.

Burlington, Ontario

• Trained on the use of GIS software.
• Created customized training content for external clients.

Bachelor'S Degree, Environmental Studies

Certificate, Adult And Continuing Education And Teaching

Project Management Certificate