Skills
Advanced proficiency with Microsoft Office Suite, Adobe Connect, Adobe Presenter, LMS, Bomgar Support Portal and Simple Help.
Experience with RingCube – vDesk, Citrix, Avaya – One X, Clarify CRM, Aspect RTA, Aspect eWorkforce Management, Genesys Call Center Pulse, AT&T Route It.
Ability to work with various operating systems; including Windows and Linux and an understanding of Citrix and virtual desktop solutions.
Comfortable and experienced in working independently and in a team setting.
Demonstrated use of adult learning techniques in classroom and virtual facilitation as well as curriculum design and modification, including; Blooms Taxonomy, Gagnes Nine Events and Experiential Learning.
Ability to communicate effectively and professionally to all levels from executive to entry level to customers in actions, attitude and appearance.
Work experience
Virtual Training Specialist – Convergys Corporation
9/2013 - Current
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Project management including implementation, documentation and ongoing administration for Adobe Connect and associated teleconferencing including over 120 classrooms and teleconferences and over 150 facilitators
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Financial analysis and reporting for virtual classroom teleconference use; totaling over 27 million minutes annually.
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Provide quarterly efficacy reviews of standard operating procedures and job aid documents in which I am the subject matter expert.
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Lead 2 week virtual classroom certification course for all remote facilitators
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Lead 1 week training certification required for all virtual and brick and mortar facilitators.
Onboarding Trainer – Convergys Corporation
12/2011 - 9/2013
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Facilitation of 24 hour virtual technology onboarding and human resources orientation sessions for new hire employees working remotely; prior to beginning new hire training.
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Technical troubleshooting during the onboarding process including, network, sound and display settings for employees booted to a Linux OS on a USB thumb drive.
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Project management including creating, regular updates and full annual revision of onboarding curriculum and associated materials.
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Administration including creation and administration of Learning Events in the LMS system for all Onboarding Trainers.
Associate Trainer – Convergys Corporation
7/2007 - 12/2011
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Facilitation of a 220 hour new hire curriculum to adult learners for a major wireless provider including soft skills, technical and systems training.
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Real time analysis of performance metrics to identify trends and implement change for new hires in transitional period following new hire training.
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Domestic travel to multiple locations for 1-5 week intervals for new site openings, hiring ramp-up, and project change implementations.
Workforce Analyst – Alliance Data Systems
9/2003 - 10/2006
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Monitor inbound call volume to ensure scheduling needs within SLA are maintained for a multi-client 800 seat inbound contact center.
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Provide intra-day reporting on call volume metrics to key stakeholders.
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Conduct New Hire Orientation regarding procedures and policies for interfacing with the Workforce Management team to request schedule adjustments.
Workforce Analyst – G.E. Zurich Warranty Management
10/2001 - 03/2003
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Evaluate call volume, staffing and forecasts for two locations to determine availability and appropriate timing for off-phone training, team meetings and coaching.
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Provide service level and call statistics reports to internal and joint venture partners throughout the day; monitored agent adherence to SLA.
2010 - present
2010 - present