Summer Amos Email & Phone Number

Toronto, Ontario, Canada

Joined the Learning and Development team tasked with maintaining and creating innovative technical training content for the workers at the TTC. Responsibilities include auditing and updating existing content, collaborating on training needs assessments, project management, curriculum development for new and existing programs, and instructional design of eLearnings, document lessons, videos, instructor-led and virtual training.• Created and rolled out a WebEx training program for the Subway Rule book to allow TTC to recertify a larger number of worker during COVID-19 restrictions. This included creating all training materials, and hosting a train-the-trainer for the program and use of WebEx.• Created familiarization training to certify workers in the Overhead department to use specialized lift trucks. This included creating job aids, instructor guides, safety training, presentations, and sign-off documents. Worked with the vendor to arrange an in person demo for the instructors and conducted a train-the-trainer.• Standardized and created training with a focus on dealing with difficult customers, human trafficking, de-escalation, and transit safety used across all modes.Additional Duties:• Invigilate GATB and position testing• Onboarding of peers• Proofreading• Prepared project proposals to increase associate productivity and for roll out of new training material• Scheduling of conference calls and meetings – this included hosting and tracking of minutes• Collaborated with team members to meet deadlines – this included assisting other members to complete their material

Joined the Learning and Development team tasked with creating innovative training content for the global customer call centers. Responsibilities include collaborating on training needs assessments, project management, curriculum development, and instructional design of eLearning’s, document lessons, videos, instructor-led trainings and virtual trainings.• Created the GDPR (General Data Protection Regulation) training used to educate associates on the new EU law on data protection and privacy in the European Union.• Reworked Case Management training. Flushed out the existing training for better understanding of how to handle complaints, added additional systems practice/knowledge checks, and assisted other team members with audio recording, editing/reworking their sections.• Created training for shift to several new training systems that replaced old booking programs. Attended meetings with developers to create eLearnings that were used to onboard existing associates on using the new systems to complete tasks.Additional Duties:• Proofreading• Managed travel arrangements for team meetings and group outings• Communicated changes to content to the global team• Prepared project proposals to increase associate productivity and for roll out of new training material• Scheduling of conference calls and meetings – this included hosting and tracking of minutes• Collaborated with team members to meet deadlines – this included assisting other members to complete their material• Volunteered with the Engagement Team to assist with team building initiatives and team morale

2014 – 2018TRAINING SUPERVISOR - CONTENT TEAM, MARRIOTT INTERNATIONAL (STARWOOD HOTELS & RESORTS)Responsible for creating training material to be delivered in-person and virtually. Led project management, curriculum development and instructional design of eLearnings, document lessons, instructor led trainings and virtual trainings. Assisted with training associates, enrolling associates in online training, and running completion reports as needed.• Owned and managed the new hire and Program Services training curriculums. Developed and updated eLearning and other resources for employee training. Helped to develop a standardized style guide to be used to standardize training.• Developed and conducted train-the-trainer sessions to educate incoming and existing trainers on how to utilize new and existing training material. • Gathered and analyzed feedback from SMEs and trainers on training material to allow for continuous improvement of material to improve and drive associate performance.

Delivered in-person and online training to new hire and tenured associates in a call center environment. • Coached and mentored over 30 new hire courses and numerous individual online courses for employee upskilling.• On-boarded each associate to their assigned team – this included providing detail reports on successes/challenges in training, strengths and weaknesses on the phones, and tips on coaching/feedback styles that worked best with the learner.• Participated in monthly meetings with the site director to review training progress related to new hire staff development.Additional Duties:• Attendance tracking• Daily contact log creation and communication with center leaders• Report generation and data analysis• Meeting and event management• Presentation development and QBR presentations• Requesting of system access• Ordering of supplies from vendors• Coaching, on-boarding, and graduation

Handled the opening, responding, sorting, and distributing incoming correspondence. Greeted visitors, facilitated sales of product, and managed incoming calls. Additional duties:• Management of staff scheduling• Vendor management and ordering of supplies• Shipping and receiving• Payroll and invoicing using QuickBooks• Accounts payable• Travel arrangements• Assisting with packaging and production as needed

Bachelor'S Degree, English Language And Literature, General

Food Service Worker