Betty Pitts

**** ****** ******* *******

White Stone VA 22578

813-***-****

Objective: Seeking an Instructional Design position that utilizes my 15+ years of designing e-learning and instructor-led materials as well as my passion for motivating and managing teams to drive performance to create WOW learning experiences that results in improved employee retention and performance.

Employment Contract ID Role May 2017-Current

• Designed new hire agent training and procedure manual for handling medical equipment inquiries.

• Collaborated with subject matter experts to create curriculum schedule and training plans.

BMW/TeleMarketing Partners May 2015-Current

TeleMarketing/Training Director/Sales

• Designed and delivered new hire certification training based on agent expectations and company goals and standards.

• Designed and delivered leadership/performance training for coaches and supervisors.

• Designed and conducted weekly motivational sales meeting for in-office sales team.

• Monitored, coached, and developed agents and supervisors to full potential to ensure maximum utilization of skills.

• Monitored and managed day-to-day operations and performance.

• Provided daily, weekly, quarterly reports for board of directors including gains towards company goals, actions plans, and potential risks.

• Designed and implemented recognition incentives to drive productivity

• Designed and implemented quality control process to ensure consistency and accuracy.

• Performed HR functions, including selection, assessment, and payroll.

• Created agent schedule based on call forecast and historical data.

• Screened, qualified, presented and enrolled clients.

• Increased in-office sales by 35%.

NexRep, Portland, ME April 2014-May 2015

Operations Manager

• Designed certification training based on client expectations and job functions.

• Managed day to day operations for a virtual call center.

• Collaborated with the client to find solutions and improve efficiencies.

• Analyzed call data to identify trends and potential issues with lead quality and flow.

• Assessed candidates for client fit.

• Planned agent scheduling for a seven-day a week operation with multiple programs.

• Developed infrastructure support for agents and client, including team leads and quality assurance.

• Compiled client billing and payroll.

TeleTech Holdings Inc., Denver, CO 2010-2014

Senior Instructional Designer

• Conducted on-site client analysis.

• Launched new initiatives (Discovery Learning, Simulated Learning) to the ID team.

• Reviewed curriculum, conducted project analysis, and created the curriculum schedule.

• Reviewed all Instructional Design (ID) project deliverables to ensure quality, as well as content completeness, accuracy, and consistency across the project.

• Created design document review checklists.

• Conducted internal and external Subject Matter Expert (SME) reviews.

• Conducted new hire and recurrent train the trainer sessions.

• Coordinated with client and internal teams to launch new hire training programs with aggressive hiring deadlines.

• Conducted train-the-trainer sessions for both live and virtual settings.

• Additional management responsibilities included hiring and training new IDs, team development, and cross departmental communication. TeleTech Holdings Inc., Denver, CO 2003-2010

Instructional Designer

• Designed and developed ILT and blended curriculums for various internal and external clients.

• Collaborated with clients and SMEs to ensure training corresponds to real-world tasks and requirements.

• Conducted post-training sessions with the training team to evaluate the training and discuss recommendations for course/curriculum improvement.

• Facilitated newly designed leadership training.

• Conducted remote train-the trainer sessions for new course launches. TeleTech Holdings Inc., Denver, CO 2001-2003

Training Supervisor

• Designed and facilitated train-the-trainer sessions for new and seasoned members of the training team.

• Facilitated leadership training for coaches, supervisors, and managers. Training included coordinating job shadowing and feedback sessions to ensure new skills were properly employed.

• Created and maintained training class schedule based on operational needs, trainer availability and skills, and training room availability.

• Coached training team to develop classroom facilitation skills as well as management and leadership skills.

• Worked with multiple sites and corporate training team to develop and implement an enterprise-wide trainer certification.

• Coordinated with the client and operational teams to schedule and implement new training initiatives site-wide.

• Acted as interim training manager, worked closely with the client to ensure training goals were met. Analyzed and provided daily/weekly/monthly reports. Created, implemented, and tracked action plans based on department’s scorecard performance.

• Coordinated with human resources to create better agent profiles and set realistic job expectations.

ICT Inc., Lakeland, FL 2000-2001

Program Manager

• Worked directly with clients to ensure client operational metrics were met.

• Directly responsible for a team of 40 agents, supervisors, trainers, and coaches.

• Coordinated with workforce management team to schedule agents based on forecasted call volume.

• Created training schedules based on attrition and seasonal call projection requirements.

• Participated in talent acquisition, from agent profile assessment, to advertisement placement, interviewing, and hiring.

• Analyzed call quality using the NICE system. Developed action plans to improve overall and individual quality scores from below 75% to 87%. ICT Inc., Lakeland, FL 1999-2000

Training Manager

• Developed sales and service training materials based on the client’s needs.

• Received Achieve Global certification and facilitated management training to entire management staff, from supervisor to director levels.

• Responsible for training functions of 17 different programs, from inbound customer service to outbound sales. Products and services supported included cellular and land-line telephony, ISP providers to financial institutions and home improvement.

TeleTech Holdings Inc., Tampa, FL 1996-2000

Trainer

• Facilitated continuous three week new hire training classes, developed recurrent training for procedural changes and updates.

• Conducted leadership training for site directors, managers, supervisors, and coaches.

• Coordinated with Operations to schedule mandatory monthly recurrent training for 480 agents.

• Conducted focus groups with agents to review calls in a group setting to identify areas of focus for recognition and improvement.

Education Hillsborough Community College, Tampa, FL 1994 Associate of Arts

Additional course work in the Education field at USF 1995-1996 Allen Interaction E-Learning Instructional Design Certificate 2003

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