EDITH WALKER

**** ******** *****, ********, ***** 77584

Home: 281-***-**** Work 281-***-****

Summary

Training & Quality manager with 17 years of demonstrated success in call center leadership: managing the training and quality functions; directing strategic initiatives, improving customer experience. A strong leader with a proven track record of significant improvements to learning processes and strategies, measuring effectiveness, and delivering low cost solutions. Adept at working in a team environment to achieve business objectives, with demonstrated ability to manage competing projects in a time sensitive and constantly changing environment. Expertise includes:

• Learning and Development • Call Center Management

• Change and Project Management • Customer Satisfaction/Engagement

• HR Subject Matter Expert • Process Improvement

• Quality Controls • Strategic Planning

Professional Highlights

J P Morgan Chase Bank 1/2009 – 8/2016

Training & Quality Manager, accessHR Human Resources Contact Center (Global) Managed the strategic direction of training, quality, and customer experience programs for the global accessHR Contact Center, overseeing a team of 12 trainers/quality analysts and 1 technical writer.

Successfully expanded the training and quality footprint from a single site to a global, multi-site model, including the start-up of operations in the Philippines, India, and Delaware.

Co-led successful insourcing of the HR Benefits Call Center from an external vendor, resulting in cost savings of $2M annually.

Directed the redesign and implementation of an enhanced quality assurance model, resulting in higher levels of customer satisfaction, improved service quality, and greater operational consistency.

Implemented an enterprise-wide knowledge management solution, moving to a web-based knowledge management platform (Moxie).

Managed the design, development and delivery of call center training curriculum.

Developed a process for measuring the effectiveness of training programs and individual trainer performance.

Launched new customer satisfaction measures, including both email and after-call satisfaction surveys.

• Initiated a new corrective action process to better address and manage low performers.

Supported multiple large initiatives by leading training strategy, developing overall training plans, and managing the development and implementation of training solutions.

Led the move from a single channel call center environment to a multi-channel environment, incorporating online customer service, and email service platforms. J P Morgan Chase Bank 3/2003 – 12/2008

Training & Quality Manager, accessHR Human Resources Contact Center (US) Managed the training and quality function in the accessHR Contact Center, a component of Human Resources Service Delivery.

• Led the accessHR training and quality assurance team, overseeing 3 trainers and 2 quality analysts.

• Managed the development and delivery of the call center training curriculum, as well as the quality assurance and customer satisfaction programs.

• Managed the offshoring of 60% of the call center function, to Bangalore, India resulting in an overall call center footprint of 60% offshore/40% US.

J P Morgan Chase Bank 10/1999 – 3/2003

Training Manager, accessHR Contact Center (Texas)

• Headed the accessHR training team in Texas, overseeing 3 trainers.

• Managed the development and delivery of the call center training curriculum. J P Morgan Chase Bank 10/1996 – 10/1999

Training Facilitator, accessHR Contact Center

• Designed and delivered instructor-led training programs for the accessHR Contact Center (Texas). J P Morgan Chase Bank 6/1990 – 10/1996

Human Resources Assistant

• April 1994 – Sept. 1996 - Provided administrative support for the Director of Human Resources at Chase Bank of Texas (formerly Texas Commerce Bank.)

• June 1990 - March 1994 – Provided administrative support for Compensation Manager and Benefits Manager at Chase Bank of Texas (formerly Texas Commerce Bank.) Education and Professional Development

Baylor University, Waco, Texas – 1976-1978

Member American Society for Training & Development (ASTD) Certified Professional Trainer & Certified Instructional Designer - Langevin Learning Services Certified Training Manager - ASTD

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