Vida Smith Email & Phone Number

Indianapolis, Indiana Area

• Developing ILT and eLearning programs that keep staff informed and prepared to address our client’s needs• Building a learning library to house and maintain all training materials in consistent and organized manner• Working with SMEs and Management to translate the culture of Bell and each individual client to the staff.

Orlando, Florida Area

 Manage day to day operation of the call center Develop and implement staff training and mentoring programs Be the final determination for customer issues  Oversee Quality and Assurance department to ensure compliance on every call Oversee Workforce staff to meet forecasting and staffing needs Handle hiring and disciplinary actions including HR issues Conduct reviews and budget projections for increases and bonuses Develop policies and procedures for any newly acquired companies

Orlando, Florida Area

 Assessing the company’s training needs Managing training staff Creating and implementing Training dept. SOPs Designing training programs for various departments Managing company projects and mapping processes  Designing, developing and updating training materials and help aids Training new/current staff on company processes and procedures  Collaborating with other departments to achieve training goals Creating Evaluation metrics and tracking trainee’s progress for process improvement purposes Developing and presenting standard departmental reports to management

 Assessing the training needs of the department Developing various training plans Designing, developing and updating training materials and help aids Training new hires and current staff including client service, claims, direct sales and admin areas  Creating Web Based Training using Articulate, Brainshark, Engage and Snagit Conducting training via simultaneous Web-Ex for multiple sites Conducting state side and international training  Traveling to various sites including Cebu Philippines, for extended training classes Collaborating with other departments to achieve training goals Creating Evaluation metrics and tracking trainee’s progress for process improvement purposes

Marketing

Business Administration And Management