Training Specialist
Resume:
HEATHER GERRELL
Process & Comm Training Sr. Associate
CONTACT
PHONE:
WEBSITE:
linkedin.com/in/heather-gerrell-130005210
EMAIL:
*******.*******.*******@*****.***
SKILLS
Industry knowledge: Curriculum Development, Project Management, IT Operations, Business Process Improvement, Data Analysis, Artificial Intelligence (AI)
Tools & technology: Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft PowerPoint, Microsoft Office, Microsoft Teams, Zoom, WebEx
Interpersonal Skills: Leadership, Organizational Development, Leadership Development, Team Leadership, Team Building, Coaching
EDUCATION
University of Wilmington
2010 – 2014
Bachelor's degree
Computer and Information Sciences & Support Services
WORK EXPERIENCE
NTT DATA
Process & Comm Training Senior Associate
02.01.2019 - Present
NTT DATA Services is a digital business and IT services leader. NTT is the largest business unit outside Japan of trusted global innovator; also, a top10 provider and part of the $109B NTT Group. NTT leverages deep industry expertise and leading-edge technologies powered by AI, automation and cloud to create practical and scalable solutions that contribute to society and help clients worldwide. This team delivers one of the industry’s most robust and integrated portfolios; consulting, applications, data intelligence and analytics, hybrid infrastructure, workplace, cybersecurity and business process services to help organizations accelerate and sustain value throughout their digital journeys.
JOB DESCRIPTION
Deliver training on SOM Covid 19 Vaccination processes and policies, LivePerson’s digital artificial intelligence, as well as behavior modification.
Deliver training content to 150 agents and supervisors with the following goals in mind: deliver complete and understandable systems training, provide sufficient practice time, ensure integrity and completeness of information and provide required job aids to gain full program knowledge
Facilitate new hire and update all training material periodically to ensure delivery of training is consistent and meets the needs of the program while maintaining control of classroom environment and addressing trainee behavior
Coordinate and administer practical examinations for new hire training classes to include tracking and documenting results and feedback provided
Partner with contact center Supervisors, Managers, Training Lead and QA team to drive performance and quality of service
Provide recommendations for graduation and/or termination from new hire training
Plan and coordinate internal training logistics and activities
Track virtual classroom activities
Maintain records of attendance, test results, performance issues in the classroom and in nesting, quality monitor scores and feedback in nesting. Make recommendations as appropriate
Administer up-training sessions as needed
Actively strive to develop strong working relationships with all contact center personnel
Contact this candidate