2017 to Present
Manager, Contact Center Training
Manager, Instructional Design
Senior Instructional Designer
Manages the RingCentral Contact Center product training development from analysis to evaluation and collaborates with the Director of Training to ensure compliance with training delivery to our customers which has grown to a full suite of instructor-led training, short videos, self-service training, and a certification program.
2016 to 2017
Customer Training Manager
Training audiences range from small business to multi-site call centers on topics that include BroadSoft administration, phone functionality and features, and related application APIs including Salesforce.
Other responsibilities included increasing training efficiency and forward thinking on how to support the expansion of our customer base.
2013 to 2016
Training Manager
Responsible for leading development and delivery of customer care processes, curriculum and sustaining training platforms such as the methods and procedures knowledge base and billing training environment.
Supervised call center training for the multiple outsourced call centers in the Philippines, Nicaragua, Jamaica and the United States. Focused on roll out and continuous improvement of existing training curriculum and training analysis to ensure consistency with corporate policies and standard training practices.
This year, developed four ground-breaking self-service courses as well as designed and developed 11 courses our Contact Center, Office, and Engage customers.
Delivered over 160 different training sessions in 2020. Most of these were highly-complex, very customized sessions to the most demanding of our cusotmers.
Current CSAT score of 9.85 for customer training and 9.4 for self-service courses.
With over 20 years of training design and delivery expertise, imagine what I can do for your team and organization.