Call Center Project Lead

Edward Fiddler Contact Information: ad5pzq@r.postjobfree.com

** ****** *** ******** ** 02066 Cell – 617-***-**** / Home – 781-***-****

Professional Summary

Experienced professional looking to continue work in a learning environment that will utilize my skills in adult learning techniques, performance management, program development, systems design, project management, and process mapping; over 20 years’ experience as a classroom facilitator, remote delivery, staff supervisor, and team player; experienced in developing technology implementation plans, process maps and department budgets. Experienced project lead for LMS implementations, test script design, data mapping, training, etc.

Experience:

Morneau Shepell/LifeWorks - Senior Learning Specialist March 2020 - Current

Design and manage distance learning program to support call center new hire onboarding. (approx 600 reps per year) Direct team activities to create/deliver new online content, LMS operations, TTT for virtual facilitators, reporting, and virtual classroom management.

●Designed training schedules to support virtual delivery (flex hours to accommodate national talent pool)

●Configure LMS to support three major profile groups, user profiles for individuals and managers, reporting, and content SCORM uploads.

●Delivery tools included WebX and Teams

Contract/Consultant with Health Care Company September 2019 - February 2020

Create/Deliver various learning performance reports that included overall all success, individual question matric, and estimated completion time.

Mercer – Senior Associate / Learning and Development / Operations July 2014 – November 2018

Mercer provides human resource consulting services and solutions for total benefits administration including retirement, health benefits and stand-alone solutions for defined benefit. The L&D Team supports call center staff goals through training that includes; improving customer experience through 1-call solutions, performance improvements, and retention.

●Project Lead supporting Call Center Open Enrollment activities; onboarding/training 500 new hires, 5 locations, virtual/classroom sessions, staff assignments, support sensei’s, material, and delivery.

●Staff supervision, goal setting, evaluations, and schedules.

●Create and manage training calendars using Excel and SharePoint to support delivery, staff schedules, facilities use, material, registration and surveys.

●Design and execute LMS test scripts for courses and curriculums for LMS. (Cornerstone)

●Develop student tracking and completion reports using Excel Pivot tables.

●Facilitate and consult with call center teams to deliver effective ILT/Virtual solutions supporting performance improvement and process modifications.

●Deliver classroom and virtual training programs to a national audience.

●Design and maintain curriculum program schedules,

●Developed technical training manuals, student user guides, job aids and presentation material.

●Management of capital and operation budgets

Consultant/Contractor: July 2012 – September 2013

Senior Training Lead with MassHealth (6-month contract)

Project Lead to design, develop, and deliver for training program supporting ACA rollout.

Develop and maintain training project plan that includes, curriculum development, material design, distribution, Train-the-Trainer programs, and system implementation using Excel and Project.

Hire and manage training consultants to support instructor lead training program.

Project Manager/Solutions Consultant for a performance improvement company (3-month contract)

Gather requirements for customized Success Factors Learning Management Solution.

Classroom Trainer for a law firm (3-month contract)

Developed and deliver targeted training using Word, Excel and PowerPoint

Iron Mountain - Learning Specialist March 2009 – April 2012

Iron Mountain provides solutions for records management, data backup and recovery, document management, and secure shredding

Project Lead working with various planning teams to implement the Performance Management System within Iron Mountain

Project team member for RFP development, proposal review, interviews, selection. Success Factors.

Core team member for implementation of Success Factors Performance/Learning Application: data gathering, mapping, design, training. Develop test scripts, oversee pilots, and implementation.

Support Learning and Talent Solutions team responsible for generating and analyzing activity reports using Excel. (data filters and pivot tables)

●Facilitate/deliver virtual and classroom training sessions to support various HR technology initiatives.

●Design process and procedure maps to support long term success of TM technology.

●Track compliance and completions using Excel charts and pivot tables.

Commonwealth of Massachusetts – Trainer, Project Lead, eLearning Developer March 2000 – March 2009

Department of Revenue, Executive Office of Health and Human Services, Department of Mental Health

10 years of service to these agencies that provides targeted services to the citizens of the Commonwealth. Roles included developing training curriculums, ILT instructor, facilitator, designer, project lead.

●Project Lead for EOHHS Enterprise Invoice/Service Management System deployed to over 800 POS providers and 13 state agencies. Including, system integration, training region specifications, curriculum development, material, delivery, Train-the-Trainer.

●Project Training lead for DOR Web File for Business application. Including, process map, system integration, material design, and delivery.

●Create and deliver Advance Excel training classes to employees

●Project Lead supporting E-Learning Team for MA Department of Revenues’ efforts to establish e-learning program to 2,500 employees.

●Technical Training Lead working with the MA Department of Local Services to repurpose ILT programs to video e-learning for municipalities

●Project Team member to develop LMS requirements for Commonwealth of Massachusetts. Included creating RFP, review, interview, selection. Selected Meridian Knowledge Solutions.

●Lead core team member working to implement central Learning Management System for the Commonwealth of Massachusetts. Including; data gathering, identify priorities, HR/system mapping, design, implementation testing schedule, roll-out.

●Facilitate/deliver classroom training.

●Experienced with distant learning teaching methods.

●Develop and implement a variety of instructor led technical training programs including basic to advance computer applications and on-line service applications

Software Experience

MS Office tools including Excel, Word, PowerPoint, Access, Outlook, Visio.

Publishing tools including Lectora, Captivate, Snag-it, SharePoint, Articulate Suite

Learning and Talent Management Systems – Plateau, Meridian, Y-Not-Learn, Success Factors, Cornerstone, SmarterU

Education

1999 Eastern Nazarene College BA Business

1981 Middlesex Community College AS Telecommunications

Veteran Status

Honorable Discharge from the United States Marine Corps

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