Manager Customer Care

********@******.*** 512-***-****

Adette Ewing

Summary

15+ years experienced Instructor with project and team manager skills in Technical and Non-Technical environments focusing on Global perspectives and Influence.

Electronic Arts, Austin

Training Project Manager, Master Trainer

February 2019 – Current

Experienced in leading strategy and training in a call center environment

A passion for managing, developing, and coaching trainers - comfortable giving feedback on instructional designers and getting in a room and helping a facilitator take their delivery to the next level

Demonstrated experience collaborating with and advising multiple stakeholders

Excellent interpersonal skills, great at written, verbal, and visual communication, write clear, polished comms in a variety of channels

Master Knowledge of adult learning philosophies and frameworks

A proven ability to influence and build strong relationships:

Ability to accept feedback, and deliver in a fast-paced and ever-changing environment

Experience working successfully with autonomy and taking something from 40% to 100+%.

Manage and develop a team of global trainers

Established an advisor-focused, no-limits mindset for the training team members

Maintain and created strategic plan for our in-house and service partner advisors

Partnering with the contact center management team to create trainings and a schedule that aligns with business priorities and contact drivers

Establishing and monitoring industry-standard measures that evaluate the effectiveness of training

Developed a process to proactively identify knowledge gaps and deploy effective training accordingly

Collaborating across the business to make sure the training team aligns with coaching, quality, operations management, process, vendor partners, and other teams that impact the employee experience

Evolving training delivery to capitalize on new learning management system and other emerging technologies/capabilities like microlearning’s

Oversee the creation and management of all training materials including:

New hire onboarding

Upskill training for existing staff

New and tenured manager development

Business enablement development

Dynamically prioritizing resources in a changing environment

Ensuring training is aligned with Customer Experience culture, strategic objectives, and priorities

Electronic Arts, Austin

Senior Training Specialist, Project Manager, and Instructor Quality Lead

July 2018 - February 2019

Managed team of Instructors and implemented continued instructor education

Learning consultant offering insights and recommendations based on business problems and data points.

Created instructor quality infrastructure

Master facilitator for all lines of business

Designed training plans based on organizational needs

Created training resolutions related to contact center metrics and initiatives

New software integration (Salesforce and Order Manager, Amazon Connect, ASANA, JIRA, Adobe design suites KANBAN SCRUM BOARD)

Instructional Design (Rise, Articulate, Final Cut, Greenlight, Captivate)

Change Management designer and Lead (Adkar Model)

Accessibility Employee Resources Group (ERG) chair member.

ATD Certificate obtained – Writing for Instructional Design and Training (9/2020)

Apple inc. AppleCare Corporate Instructor, Apple Inc Austin, TX

June 2011 – July 2018

Conducted pilot programs for global implementation. Collaborated with multi-level organizations to resolve trends. Consistent partnership with the business and its vendor relationships. Lead in implementation of BEATS acquisition and Apple introduction. 8+ years of delivery and instructional design skills. Evaluation of instructor metrics and common trends. Experienced in advisor and manager tools. Project lead resulting in integration of new business lines and training courses. Adherence to aggressive deadlines. 9 years of knowledge in Apple products and services. Strong focus on customer impact.

Delivery and Maintained Apple Instructor Qualification Course Virtual and ILT

Certified instructors to teach Apple instructor Quality Course ILT and Virtual

Maintained Instructor quality by conducting global instructor quality evaluations internal and partners

Identified and created continued education courses based on mid and low preforming instructor skill attributes.

Maintained instructor quality across the organization by supporting relationships and communicating effective succession plans

Skills

•LMS Ambassador and Power Admin, Plateau, Saba, Farmers Wife, Cornerstone

•Virtual and Ground instructor in multiple platforms (Adobe Connect, Blackboard collaborate, Web X)

•Instruction Design (Addie Model, Blooms Mode, Kirkpatrick) can supply examples of authored content.

•People Management (Vendor Liaison, Site management 400+, Global integration, Product launch and scale assessments)

•Quality evaluator for instructors

•Interviews and hired potential instructors

•Strong customer care and team emphasis

•Collaborative leader

Project Management Skills

•Oversee multiple projects across all phases of development

•Monitor workflows and make timeline adjustment to meet the project needs

•Developed status reports and resource estimates

•Trained team members on various products and development projects

•Skilled negotiator and cross calibrator

•Master communicator

•Agile and Scrum

•Journey Mapping

Apple Inc. Senior Advisor Technical Trainer Austin TX

March 2010 to June 2011

Consistently developed and updated training content. Created coaching and mentoring plans for new employees with high success. Facilitating training to new and existing advisors. Experienced in ground and virtual environments. Developed new instructors by monitoring and advancing skills sets. Evaluating instructor metrics and identifying common trends. Mentored new instructors in their first year. Delivered training classes to advisor and manager populations.

Apple inc. Tier 1 and Tier 2 Technical Support Advisor Chandler, Arizona

February 2008-March 2010

Handled high call volumes resolving customer issues. High level of customer satisfaction. Maintained and exceeded quarterly metrics. Provided advanced levels of technical support. Facilitated weekly meeting’s, training sessions with Tier 1 advisors and instructors.

Volt-AppleCare Technical Support (Contract) Chandler, AZ

January 2007-February 2008

Technical Support Team Manager, Telecommunications Services

Lead multiple technical and non-technical support teams. Created and delivered continuing education. Delivered successful coaching plans for new and established advisors. Maintained aggressive call center metrics.

Midwestern University - College of Veterinary Medicine Glendale Arizona

March 2001 - October 2005

Created and fostered 1 year mentoring program for entry level veterinarians. Managed teams of 10+ veterinarians in a clinical environment. Instilled emotional maturity for difficult customer conversations. Created financial business plans for entry level veterinarians. Conducted continued education seminars for business sustainment.

Education

Apple University

WMAA, Leadership Palette, Career Conversations

Norther Arizona University

Associates in Animal Science and Theatre Arts (1997 -2001)

References - Availlible upon request

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