Elaine Carr

Experience

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  Parago

  Nov 1999 - Jun 2010

  Director of Training & Quality Assurance

  SIGNIFICANT ACHIEVEMENTS:• Analyzed tasks and jobs, then designed and implemented multiple training programs for data entry operators, customer care agents (calls, emails, and web chat), and corporate personnel resulting in new employees being effective more quickly, site and employee performance improving, and employees grasping new lines of business quickly and effectively.• Designed and successfully piloted a program aimed at helping middle managers become more productive and effective. • Identified 14 key customer-facing processes and constructed audit processes that measured existing performance, implemented and measured performance improvements, and identified and addressed employee and site performance shortcomings.• Developed the training and quality programs of outsourcers in China, Fiji, the Philippines, Bangladesh, India, the Dominican Republic, Jamaica, Guatemala, San Salvador, Mexico, and Canada, enabling them to provide data entry, customer care, auditing, and technology services to defined standards, reducing operational costs while improving overall performance.• Identified outsourced developers to create a quality database for 11 different audit processes, wrote specifications, oversaw the development, coordinated user testing, and delivered a database within designated timelines and at lower cost. The database enabled real-time access to audits being conducted around the word so that performance issues could be more readily identified and addressed and data more thoroughly analyzed to identify trends.• Using off the shelf software (RoboHelp, LMS, & QuickBase), created systems that streamlined and tracked processes & compliance, while providing ready access to information at sites around the world. Show less

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  DEC Training LLC

  Jun 2010 - now

  Instructional Designer

  Provides training management, design, development, delivery, and assessment services.Review and score government grant applications.

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  Dialog Direct (formerly NOVO 1)

  Dec 2011 - Oct 2014

  Training Manager

  • Responsible for all training needs analysis, development, delivery, and evaluation for contact centers at 5 U.S. locations.• Developing training facilitators, designers, and support staff of 16 at multiple locations.• Working with clients in transportation, finance, utilities, and health insurance fields to develop and manage the delivery of new hire and refresher training.• Created highly successful 18-month management development training for front line supervisory staff and account management. • Oversee the management of a Moodle LMS. Show less

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  ICMI

  Oct 2014 - Dec 2020

  Manager, Instructional Design

  • Responsible for all contact center training curriculum--instructor-led, elearning, and virtual. Including direct design and delivery oversight.• Researched, identified, purchased, and set up LMS for client-facing online training product.• Updated and redesigned 15 instructor-led training programs and created 2 new programs for developing contact center SMEs into trainers.• Created 22 new interactive e-learning courses, revised 6 other courses to make into interactive e-learning, and converted text content into 28 ebooks with exercises for use in the Online Training Product. • Created new courses for Trainer Development (for contact center trainers), Business Acumen (for managers, directors, and executives), Talent Management (for managers), Next Level Workforce Management (for experienced workforce managers) and the Power of Metrics and Data (for supervisors).• Serve as a judge for annual Contact Center Awards.• Speak on training topics at company events.• Two direct reports--a graphics person and a Senior Trainer. Also collaborate with 6 contract associates who work directly with the company's clients and deliver much of the instructor-led training. Show less