Rebecca Gibson Email & Phone Number

Greater San Diego Area

As we head into 2021, I'm busy working with my own clients on a wide range of projects, including contact center front-line and leadership training programs, quality management and coaching projects, and reporting consulting. I'm lucky enough to rely on the professional relationships I've built with my clients over the last 20+ years while continuing to build new contact center connections - I love a mix of established clients and new projects!

Remote

(2020) Comprehensive Certification Evaluations for MetLife and TrailCard/Sunovion

Remote

Raleigh, North Carolina, United States

• Lead the design and development of the PureCloud Reporting and Analytics products, including establishing and managing development priorities, tracking and communicating progress, and aligning with strategic objectives.• Develop, maintain, and communicate product roadmaps through a variety of channels to meet customers, sales and marketing, and internal stakeholder needs. • Gather and coordinate product evidence in the form of focus groups, interviews, onsite observations, benchmarks,… Show more • Lead the design and development of the PureCloud Reporting and Analytics products, including establishing and managing development priorities, tracking and communicating progress, and aligning with strategic objectives.• Develop, maintain, and communicate product roadmaps through a variety of channels to meet customers, sales and marketing, and internal stakeholder needs. • Gather and coordinate product evidence in the form of focus groups, interviews, onsite observations, benchmarks, demos, case studies, and testimonials. Show less

Indianapolis, Indiana Area

• Partnered with Interactive Intelligence customers, guiding them through the presales, discovery, and implementation processes to support a solid return on their technology investments.• Managed and developed consulting team members, designed contact center business consulting packages, including a Maturity Model to drive continuous customer improvement and engagement.

Remote

Provided consulting and instructional design expertise to a wide variety of companies - spanning training strategy development, needs assessment, competency development, material development, e-learning storyboarding and concept development, rapid e-learning development, job aid design, online and blended learning solutions, delivery, facilitation, and train-the-trainer. Highlights: • Performed an extensive needs analysis and developed a comprehensive custom curriculum and… Show more Provided consulting and instructional design expertise to a wide variety of companies - spanning training strategy development, needs assessment, competency development, material development, e-learning storyboarding and concept development, rapid e-learning development, job aid design, online and blended learning solutions, delivery, facilitation, and train-the-trainer. Highlights: • Performed an extensive needs analysis and developed a comprehensive custom curriculum and evaluation strategy for over 300 executives with a Fortune 500 insurance company. • Developed and executed high-level learning strategies to support business strategy and legal requirements for a specialty healthcare management company with over 5,000 employees and 50 million members. • Led numerous projects to develop and implement quality monitoring programs, including program processes, validated criteria and scoring methodology, assessment and measurement, and definition of quality team roles and competencies. Show less

Collaborated with academics, business developers, and corporate SMEs at Verizon Wireless and Convergys to establish the Professional Customer Contact Center Management degree program, accredited online college courses in contact center management and leadership. Our curriculum won two Chief Learning Officer 2011 Excellence in Learning Practice awards.

Remote

I've worked with ICMI as an internal employee - and after relocating to the West Coast - as a consultant and certified associate. I taught public and private courses on various aspects of contact center management and operations, and provide instructional design consulting on internal and client projects.Clients included Illumina, Hardy Instruments, Federal Reserve Bank of New York, USAA, Sykes, and formeremployers Magellan Health Services and ICMI. Key projects included:•… Show more I've worked with ICMI as an internal employee - and after relocating to the West Coast - as a consultant and certified associate. I taught public and private courses on various aspects of contact center management and operations, and provide instructional design consulting on internal and client projects.Clients included Illumina, Hardy Instruments, Federal Reserve Bank of New York, USAA, Sykes, and formeremployers Magellan Health Services and ICMI. Key projects included:• Conducted needs analysis and developed competency profiles, assessments and classroom training content for USAA senior executive team. Show less

St Louis, Missouri, United States

• Developed and executed learning strategies across Magellan to support business strategy and legal requirements; spearheaded continuous improvement efforts across the organization’s learning community.• Consulted with senior leaders to ensure products and services support key business initiatives.• Managed the use of learning technology to augment new and existing training opportunities.• Negotiated and managed the implementation of a centralized vendor contracting process for all… Show more • Developed and executed learning strategies across Magellan to support business strategy and legal requirements; spearheaded continuous improvement efforts across the organization’s learning community.• Consulted with senior leaders to ensure products and services support key business initiatives.• Managed the use of learning technology to augment new and existing training opportunities.• Negotiated and managed the implementation of a centralized vendor contracting process for all external education and training vendors to support the delivery of services corporate-wide.• Managed a team of 6 internal learning and performance consultants; drive strategy in 18 field offices and contact centers with 4,500 employees and 27 learning team members. Show less

Annapolis, Maryland, United States

• Delivered customized consulting services for corporate contact center clients. Specialized in employee performance, process design, quality monitoring, supervisor development and leadership. • Advised ICMI’s corporate membership as the People Management Member Advisor. • Developed, designed and delivered one of ICMI’s highest revenue-generating courses, Results-Oriented Monitoring and Coaching and authored and delivered over 50 original web seminars.

Ma, Educational Technology

Ba, English