Tami Tregoning Email & Phone Number

• Collaboration: Working closely with a cross-functional, close-knit team while maintaining the ability to work independently to meet tight deadlines.• Consistency: Design global instructional content, ensuring consistency and relevance across diverse markets.• Simplicity: Create, evaluate, and simplify eLearning modules and videos using Articulate Storyline.• Editing: Develop and edit PowerPoint decks with a focus on storytelling and creativity.• Feedback: Participate actively in the review cycle, incorporating feedback from clients and team members to enhance instructional content.

• Mentoring: Mentored a team of 10 Instructional Designers. • Project Management: Communicated with designers to discuss project updates as well as mentoring and professional development opportunities. • Learning and Development: Planned and delivered curriculum to both internal and partner call centers around the world.• Contingency Planning: Developed contingency planning training for the Small Business Solutions centers. Resulted in dual-skilled agents able to support customers during work stoppage. • Enterprise Instructional Design: Developed novel online learning ecosystem where designers can develop their skills and share experiences with their colleagues. • Leadership: Established standards and evaluated metrics (KPIs, ORS, NPS) for training and performance assessment. Conducted one-on-one meetings with designers to discuss project updates (as well as coaching and professional development opportunities). • New Hire Program (Customer Service): Created and maintained a six-week new hire program agenda and associated courses for Advanced Solutions Customer Service. Resulted in reduced in turnover of approx. 10%. • New Hire Program (Technical Support): Created and maintained six-week onboarding program agenda and associated courses for Advanced Technical Support. Improved time-to-deployment. • Collaboration: Performed editorial reviews with designers regarding quality assurance (QA) of their training.• Learning Consultation: Worked with Subject Matter Experts (SMEs) across departments to define and design classroom learning experiences and self-directed resources.• Data Analysis: Analyzed call driver data to improve new hire programs and create positive customer experiences (via improved customer satisfaction and decreased call times). • Strategy: Designed effective strategies to improve individual and organization performance.

• Management: Managed a team of 8 Designers and 4 Contractors.• People Leadership: Coached and developed existing designers. Expanded their knowledge of development tools and leadership skills. This led to improved teamwork and collaboration. • Learning and Development: Created/authored and evaluated existing new hire curriculum to ensure alignment with organizational goals and learner application. • Program Management: Ownership of multiple new hire programs including Business Wireline, Technical Support, and Leadership training. • Collaboration | New Hire Strategy: Collaborated with client leadership to identify top call drivers. Created effective new hire agendas.• Project Management | Collaboration: Collaborated with client leadership, project managers and subject matter experts to ensure training solutions met needs of the business.• ID Development: Led team to create learner-centric and engaging content using video, simulation, and new design tools.

• Data Analysis: Analyzed call driver data to improve new hire programs and create a positive customer experience via improved customer satisfaction and decreased call times. • Strategy: Designed effective strategies to improve individual and organization performance.• Standardization: Established standards for training and performance assessment.• New Hire Programs: Created and maintained six-week new hire program agenda and associated courses for Advanced Solutions Customer Service. Resulted in reduced in turnover. • Talent Development: Created and maintained six-week new hire program agenda and associated courses for Advanced Technical Support. Improved time-to-deployment. • Learning and Development: Planned education and training delivery to both internal and partner call centers around the world.