Training Customer Service

Parker Gauld, CHRP

250-***-**** (Mobile)

k0ygti@r.postjobfree.com

Professional Profile

Change Management/Training Specialist with over fifteen years experience leading technology enabled business transformation and change management teams. Specific strength is in working with diverse stakeholders across the organization translating business strategy and technology designs into organizational implementation plans that achieve business objectives. He has led teams in the public and private sectors in Canada and the United States. He incorporates advice on job change and union management issues as part of the execution of change and transformation projects.

Developed tools and approaches for delivery of business transformation and change management consulting services. He provides coaching and development to our change practitioners and our client change teams.

Experience in consulting and Enterprise Resource Planning in Public Sector, Finance and Telecommunications. Areas of experience include: process design and re-engineering, organizational change management, human resources, training and development and project management.

Professional Experience

Consultant

Accenture

September 2010 – Current

Projects

Solution Architect Lead; 6 months

Canada Post Incident/Accident Improvement Project (SAP EH&S/Integrated Case Management ICM)

Role:

Led the business process design work and the development of all key inputs for the EH&S project. Successfully led a team of 2 analysts and three Canada Post Subject Matter experts to develop 13 new to-be business processes, led the creation of all detailed requirements for over 35 functional designs inputting into an SAP build valued at over $3.5M over 11 months. This system will directly impact over 65k employees with a key impact on 3500 operations team leaders. This system is used to manage over 12,000 incidents a year at a cost of about $40M to CPC.

Change Management/Training Lead; 7 months

Canada Post Incident/Accident Improvement Project (SAP EH&S/Integrated Case Management ICM)

Role:

Development and Implementation of the Change management and Communications Strategy and plan

Development of the IA training strategy, plan and delivery effort along with leading a team of two Accenture Analysts through the design, build and review process for the IA Improvement training. Training scope included the creation of 7 courses across three different mediums: eLearning, classroom and webinar; Audience for training: ~4,000 Team Leads, ~80 Disability Management, ~80 Safety Community and ~50 AccessHR Contact Centre. Coordinated with Canada Post’s Learning & Development organization to ensure Accenture complies with Canada Post’s learning guidelines; coordinated reviews with Canada Post client subject matter experts and management team; provided detailed report on training status for the project in the program’s weekly status meeting

Senior Consultant

Deloitte

October 2005 – September 2010

Projects

Organizational Change Management Lead; 10 months

Suncor Energy SAP upgrade 4.7 to ECC6 including implementation of new process designs and controls.

Role: Developed and executed Change Management, Communications, Training and Employee Support Strategies and related work plans. Established and Managed a network of 50 Change Leaders across all Business Groups. Facilitated integration of operational processes with new processes. Executed communication and training program reaching over 2,000 employees that included a nation-wide Road Show to 22 locations and delivery of instructor lead training from six locations across the province. Provided coaching and advise on change leadership and communications to the executive and management team.

Organizational Change Management Lead; 2 months. Consulting. A scoping project to determine/develop an implementation strategy for a new Medical Claims Processing System utilizing SAP claims module.

Role: Led workshops in the area of change management and how the various streams would support the implementation of the MCPS project.

Senior Business Consultant; 7 months. Consulting. SAP project that implemented PSCD for a Trust Account solution for the Administrative Office of the Courts of California.

Role: Overseeing the development and delivery activities of six remote Training and documentation Consultants, as well as delivered SAP training to client Subject

Matter Experts and the user community.

Senior Business Consultant; 47 months. Consulting. SAP project that implemented a Revenue Management System solution for the BC Government

Role: Serves the role as Team Lead on a SAP implementation with responsibilities that included managing the activities of Technical, Functional and Training competencies (employee and contractor); leading business requirements gathering; authoring business process procedures, training strategy and plan, work products, as well as the strategic management of stakeholder expectations to scope.

Conducted process design workshops, designed the AS-IS processes and created the process documentation and oversaw the implementation of all new processes

Senior Learning Designer; 13 months. Financial. Conduct needs analysis, develop training strategy and create training plans and supporting

documentation

Role: Training Design lead for multi-phased, multi-million dollar business reengineering project

Conduct needs analysis, develop training strategy and create training plans and supporting documentation

Design and develop interim business processes during the rollout phase of project

Design and create training materials inclusive of user guides, instructor guides, on-line documentation, reference cards

Responsible for the interviewing and selection of additional training resources for various components and streams of the reengineering project

Deliver training to a diverse range of end users utilizing various delivery methods including Web based training via WebEx, Instructor Led training, blending learning options along with independent learning through pre-recorded web sessions.

Senior Learning and Development Consultant; 11 months. IT Logistics. Oversaw the design, delivery and evaluation of management and associate training initiatives in Toronto, Vancouver and Montreal.

Role: Perform cost-benefit analysis to determine external versus internal design and delivery

Source and secure cost effective suppliers of e-learning applications and externally delivered programs

Develop blended learning solutions where appropriate

Conduct/provide leadership in the are of needs assessment

Manage a team of 4 remote training associates (2 in Buffalo, NY, 2 in San Jose, California in the development of training programs and materials to address local needs and business objectives

Maintain accurate financial controls and records

Identify and implement cost reduction measures without detracting from service or quality which resulting in a cost savings of $50K and an increase in Customer Satisfaction Index of 10%

Project Managed the development of North American Department Intranet site

Consult with client groups and leaders in the areas of performance improvement, teamwork, leadership and any other areas of opportunity arising from Employee Satisfaction Survey results

Training/Process Improvements Manager; 9 months. Software Management. Design and delivery training materials along with the development of business process documentation.

Role: Responsible for all planning, logistical support for training implementation

Managed a budget of $500K

Achieved headcount and facilities savings of 8% over previous years metrics

Oversaw the transfer of knowledge to new manager to ensure smooth transition of operations

Conduct evaluation of training programs and users, provide metrics reporting on training outcomes

Design and develop training programs, supporting guides and documentation

Identify, develop and maintain process, policies and procedures related operations and incorporate them into end user training.

Lead and mentor three direct reports

Lead/participant in new project implementations

Process Consultant/Project Manager; 22 months. Telecommunications. The design and development of detailed processes aligning cross-functional

workflow, organizational roles, and enabling systems to achieve process capability & capacity targets and determine their overall organizational impact.

Role: Designed training course for new hires in a phone center involving customer service and sales, recruited for the instructor and oversaw the delivery and evaluation of the course and implemented necessary changes

Created and implemented an evaluation system for courses delivered by the process department and supported the process team with the analysis of the data

Developed and implemented end-to-end processes (sales to cash) that led to the quantifiable transformation of business wide capability and capacity as part of a 50 million dollar company initiative

Metrics team leader for national project, including managing a remote team that involved the development of metric capture points, design of reporting system that fulfilled current executive reporting along with providing additional data to be utilized in improving employee performance.

Led managerial process teams for detailed process development aligning cross-functional workflow, organizational roles, and enabling systems to achieve process capability & capacity targets and determine their overall organizational impact resulting in an operational savings of 800K

Acted as change agent with business area managers by proposing solutions, managing issues, elevating end-to-end process awareness and gaining manager buy-in to champion change into their area/transitioned process change into business area and support roles for on-going process

management and improvement

Managed a team of 15 senior staff in the development, implementation of a multi-phased, national test plan leading to a successful end-to-end testing as part of a 30 million dollar enterprise wide effort,

which led to a 100K savings in reporting costs

Demonstrated exceptional organizational skills in the development of an out of province workshop from agenda creation, facilitation, documentation, logistical items and ensuring the participation of all accountable parties to champion change initiatives

Business Operations Process and Training Specialist; 7 months. Telecommunications. The development of business related process and training as it pertained to the operation of a telecommunications call centre.

Role: Identified opportunities for process improvement in a call center environment from sales to

implementation

Managed the training budget of 200K

Developed and implemented methods, procedures, and workflows.

Designed, documented, and delivered training programs to Operations sub-teams on new and existing methods, procedures and products.

Conducted needs analysis on a regular basis for the Operations department.

Designed customized training programs to address employee skill deficits and to foster educational development.

Led a team of 90 call center representatives and 5 supervisors in the areas of process and performance improvement and training

Provided feedback and consultation to the Senior Operations Management Team with regards to the performance management of the various teams.

Acted as the Operations single point of contact for New Product and Technology Implementation

(NPI/NTI).

Assisted in the definition of business requirements along with the development of an ebill initiative

Training Specialist; 27 months. Financial. Delivery and design of training programs primarily for Customer Service and Collections Agents

Role: Managed the design and implementation of technical and development training programs for 1000+ employees in a call center environment

Coordinated training logistics for the Credit and Collections Department, Customer Service, Fraud Unit and New Business In sourcing Unit

Evaluated training programs performance and implemented program augmentations as required

Consulted on training needs analysis with operational quality analysts, managers and directors to address training gaps and solutions

Pivotal contributor in a multi-national project that involved the development of a Computer Based Training application

Evaluated and revised existing training packages for new business operational areas based on needs analysis results

Led staff development classes for current employees on new systems and policies

Led a team of Instructors, responsible for their professional development and annual feedback from a training perspective

Facilitated professional development off-sites for all levels of management from all operational areas

Assisted in the development and implementation and delivery of an Instructor Certification program (train the trainer) which led to professional development of employees interested in a training position

Assisted the training manager in the creation and administration of qualification exams for new hire program

Created and implemented an invoicing program for senior operational management which aided them in the creation and managing of their annual training budgets

Led the development of an executive report that was used to evaluate the effectiveness of training and to quantity the ROI of training based upon learning curve analysis

Coordinated and delivered career development seminars on topics like resume writing, interview skills, assessing readiness levels

Technology/Media/Telecommunications - Manager, Process Improvements/Training; 132 months. Telecom Company. As-Is - To-Be analysis of current state of operations and the development of new processes/procedures that pertained to the implementation of a new Interexchange system implementation.

Role: Managed a large project which involved conducting a review and analysis of department functions and related tasks which assisted senior management in the realignment of human resources

Designed and delivered course material for new hires in the newly formed long distance market.

Designed and developed a training manual and accompanying forms to be used by alternative long distance providers nation wide

Conducted an task analysis and provided senior management with recommendations pertaining to potential process improvements for several areas and roles within the operational unit

Coached and led a team of 10 Service Representatives in the day to day operation of the business unit which provided local telephone service

Fostered a positive team environment through coaching, mentoring, succession planning and development

System Experience

Software / Products: SAP modules of EH&S, ICM, FICO, PS-CD, CML, CRM and BD CCM, 4.7, ECC6

Hardware / Operating Systems: Windows 95/98/XP/Vista/7

General Tools: Microsoft Office, Microsoft Project, RWD InfoPak

Education

Bachelor of Arts, English

York University

Certificate in Adult Education

Ryerson University

Diploma in Human Resources

Seneca College

Diploma in Accounting and Financial Management

Centennial College

Professional Affiliations / Certifications

Canadian Human Resources Professional (CHRP)

Language Skills

English - Native

French - Basic Conversation

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