Susan White Email & Phone Number

Mississauga, On, Ca

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 service and retail sectorsPartnered with marketing and developed communications to promote WHMIS product on company website● 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, including instructor-led, eLearning and job-aids ● 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 roll-out strategy to stores● 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● Co-developed new training format for operations that resulted in quicker transition to the floor and lowered training costs● Facilitated onboarding, coaching and communication courses for non-management to middle management audiences ● Facilitated in-person Job skill training to store employees ● Collaborated with internal IT work group to develop SAP training and virtual job aids using uPerform● Provided support on use of training materials for business partners and facilitated train-the-trainers● Developed storyboards and partnered with vendors to recommend changes to Articulate courses

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