Experience

• 

  7x Powered Group

  • Canada
  • Outsourcing/Offshoring
  • 100 - 200 Employee

  • Content Development Specialist

    • Jan 2022 - Dec 2023

    Updated internal Sharepoint website and created course content.Responsible for running daily reports and learner management in Axonify LMS. Managed back end processes for training programs including onboarding, systems access, and troubleshooting production IDs. Completed weekly payroll in ADP and managed the company rewards program.

  • Systems Learning Specialist

    • Oct 2020 - Jan 2022

    Key ResponsibilitiesTrained new team members as part of a two-week new hire training program on several internal and external systems and processes to prepare them to process sales orders in a virtual contact centre environment.Worked in tandem with the sales trainer to integrate the sales and the systems approach for the optimal result in reducing time to proficiency for front-line team members to not only close sales but accurately and efficiently process their sales ordersCreated exceptional learning experiences that enabled team members to excel in an inside sales environment through classroom or virtual instruction, on-floor mentoring and one-to-one skills development coachingTrained, supported, developed, and coached team members to ensure that they are successful in their rolesEstablished and maintained favourable relationships with key stakeholders, clients, learners, and management.Recommended changes and identified gaps in training programs by providing effective feedback to help drive improvement.

• 

  www.manonthelam.com

  • Worldwide

  • Writer / Photographer / Editor

    • Jan 2011 - Oct 2020
    • Worldwide

    • Wrote travel articles for USA Today Travel, CNN, Made Man and other various print and online publications.

• 

  Koodo

  • Calgary, Canada Area

  • Learning Partner

    • Jan 2009 - Jan 2011
    • Calgary, Canada Area

    • Created and managed training material for Customer Care and Technical Support call centre personnel in Canada and El Salvador.• Produced facilitator audit document and competency model for offshore trainers, and implemented contingency plans in the event of non-certification.• Trained, mentored, and audited trainers at external vendor sites in El Salvador and Guatemala.• Consulted with stakeholders to evaluate, develop and improve internal processes to increase efficiency and productivity.• Responsible for delivering and maintaining 6-day internal Adult Education course to new and aspiring trainers with a focus on principles of adult learning, handling difficult training situations, and effective time management.

• 

  TELUS

  • Canada
  • Telecommunications
  • 700 & Above Employee

  • Learning Partner – Data & Network Assistance

    • Jan 2007 - Jan 2009

    • Responsible for identifying, developing, and managing training material for Data and Network Assistance call centres nationally in the areas of mobile computing, BlackBerry, Smartphone, voicemail, text messaging, and network troubleshooting.• Provided mentoring, coaching, and ongoing support to a national team of technical trainers and subject matter experts.• Scheduled training programs to balance business needs and professional development of trainers in alignment with corporate competency model.• Actively sought out and acted upon business unit feedback to achieve best practices and address call drivers.• Created full-scope “Just-In-Time” training plans and eLearning courses for new product and feature launches.• Spearheaded partnerships with operations stakeholders across multiple worksites to foster a high performance culture.• Interviewed, shortlisted, and recommended potential Learning Specialists as part of new hire process.• Delivered Respectful Workplace training as part of Bargaining Unit Collective Agreement requirements.• Facilitated virtual webinar sessions using Microsoft Office Live Meeting.

  • Learning Specialist

    • Aug 2002 - Jan 2007

    • Designed and delivered skill-based customer service and technical troubleshooting training, including new hire orientation, to both onshore and offshore employees.• Assessed training needs, determined learning gaps, recognized learning opportunities, and developed and delivered training solutions to improve performance and maximize knowledge retention.• Acted as trainer, subject matter expert, and logistical support for launch of two new call centre queues in Manila; this included implementing and adapting training curriculum and strategy for local needs, and mentoring and coaching training staff.• Identified and tested training environments and IT requirements (hardware, software, and telephony) for classrooms and offshore call centre. • Collaborated with internal partners and external vendors to effectively manage learning projects and execute learning strategy.

• 

  IBM

  • Sydney, Australia

  • Project Administrator

    • Aug 2001 - Jan 2002
    • Sydney, Australia

    • Documented processes and procedures to guarantee adherence to strict quality control standards for Westpac Bank project team.