Susan White Email & Phone Number

Markham, Ontario, Canada

Toronto, Canada Area

• Develop instructor-led and virtual learning modules through collaboration with team, subject matter experts and stakeholders to ensure courses meet learning and business objectives

• Developed video script, Instructor Guide, PowerPoint presentation and Participant Guide for Workplace Hazardous Material Information System (WHMIS) instructor-led and self-paced training programs now being sold to the.
• Coordinated production logistics for WHMIS training video, researching and arranging venues, conducting location scouting, planning props and managing calendars
• Facilitated train-the-trainers and provided coaching to instructors

Mississauga

• Collaborated with Training Manager and stakeholders to develop operational/technical, leadership and knowledge based training programs for store operation and corporate audiences using a variety of modalities.
• Partnered with business to identify client needs, collaborated with subject matter experts to ensure accuracy of content and conducted evaluations to ensure transfer of knowledge
• Coordinated training logistics including managing scheduling, printing and distribution of material
• Acted as training project leader for Ontario PC Loyalty card initiative, successfully managing tight timelines in a changing environment, developed learning material, coordinated logistics and facilitated training.
• Managed maintenance schedule for operations new hire programs, evaluated existing courses and made revisions based on assessments and feedback
• Utilized Learning Management System (LMS) to manage reporting details

Toronto

• Conducted needs assessment to identify training gaps and developed a more interactive curriculum to ensure transfer of knowledge for CIP courses
• Developed Participant Guides and Instructor Manuals
• Recruited and managed a team of volunteer Instructors through course development projects
• Maintained CIP course content and updated as needed in collaboration with subject matter experts

Toronto

• Designed and developed courses for various business units including Finance and Customer Service
• Created Video Toll Charge course that resulted in a significant reduction in credit errors
• Developed Complaints Handling program that reduced the number of calls being transferred to the Complaints Department
• Accelerated job readiness of new hires training by changing format to a modular approach
• Facilitated courses including Harassment Prevention and Cultural Diversity

Toronto

• Managed the successful coordination of a Management Training Forum for a culturally diverse and national audience within tight timelines and limited resources for 60 participants
• Collaborated with external vendors to plan training events and develop customized programs
• Created interactive and engaging activities to reinforce and introduce HR policies
• Prepared and managed the training budget

Mississauga

• Developed and implemented call quality guidelines and competency framework into the Customer Service Department, resulting in improved call measurement results
• Identified performance gaps and implemented improvements to customer service training
• Collaborated with subject matter experts to develop RESP technical courses
• Designed and facilitated Leadership / Supervisory training courses
• Provided individual coaching and mentoring to supervisors and front-line staff

Mississauga

• Provide 6 week training programs for new hire customer service representatives, providing the necessary skills and knowledge to pass general insurance license exam while maintaining an 80% class pass ratio
• Prepare new hires to manage calls including sales, upselling, underwriting, soft skills and job skills as well as providing post-training side-by-side coaching

Training Generalist Certificate

▪ Advanced Instructional Design ▪ Facilitation ▪ Needs Analysis ▪ Training Manager

Articulate Storyline 360

Travel Counselling 2 Year Diploma

Education record

▪ Principles & Practices of Insurance (Honours) ▪ General Agents Licence ▪ Registered Insurance Brokers of Ontario Licence (RIBO) ▪.

Social Development

Career Development Foundations