Operations Manager Employee Engagement

AMY WILL

*** *** ** ** **** De Clair Sparks, NV *9434 · 775-***-****

****.*****@*****.*** · www.linkedin.com/in/amy-lynn-will Experience

Infosys BPM, Limited, Reno, NV

Process Team Lead/Assistant Global Operations Manager, Learning and Development, October 1, 2019-Present

• Analyze training needs of various processing departments as well as develop and conduct effective training programs and strategies for performance enhancement (100+ annually). o Pioneered automated skillset matrix, decreasing operations and trainings reporting time by 50%

• Design and develop curriculums for various departments with incoming new hires (50+ annually).

o Designed and Launched Hybrid Training Model, adding e-learning module options to 300+ processes, increasing training efficiency by 40% o Designed and launched 90-day training plan for new hires, increasing quality and productivity by 55%

• Manage eLearning and standard training calendars to ensure all training is delivered by given deadlines.

• Lead and mentor small team (less than 20 employees) remotely in creating learning material, reporting, and delivering by stated deadlines.

• Lead projects for clients and other engagements from start to finish (5+ annually)

• Coordinate with leaders and SMEs on changing processes, training material, activities, and assessments

• Research and incorporate newest trends in L&D and adult learning principles to increase employee engagement.

Infosys BPM, Limited, Reno, NV

Process Trainer, November 2, 2018-September 30, 2019

• Deliver New Hire, Process, and Domain training (100+ annually).

• Help coordinate training schedules for the training team.

• Process licensing contracts for Microsoft (50+ transactions monthly). Arvato Digital Services, Reno, NV

L&D Training Specialist/SME, February 13, 2017-November 1, 2018

• Deliver New Hire, Process, and Domain training (100+ annually).

• Managed queues and escalations for newer agents.

• Process licensing contracts and orders for Microsoft (50+ transactions monthly). AMY WILL

123 Ave De La Bleu De Clair Sparks, NV 89434 · 775-***-**** ****.*****@*****.*** · www.linkedin.com/in/amy-lynn-will Answerwest, Inc., Reno, NV

Dispatcher, June 8, 2015-March 5, 2017

• Handled emergency calls for clients during off hours (100+ calls daily) o Following HIPAA regulations

o Following Data Privacy regulations

• Coordinated with clients to resolve complex problems and mitigate potential issues.

• Securely handled customer and client data entry appropriately

• Dispatch emergency messages and live calls to on call doctors, maintenance, attorneys, public television, etc.

Education

University of Nevada-Reno, May 2021-Present

• Pursuing a B.A. in accounting and finance

• Expected graduation date of May 2025

Truckee Meadows Community College, August 2018-May2021

• A.A. with emphasis in business administration

Certifications and Awards

Training Development Program, Dublin Institute of Technology-November 2018 Lean Accelerator and Practioner-September 2020

High Performance Award-October 2022

Infosys Inspire 2022-Domain Champion-October 2022

Contact this candidate