Natalie Smith LSSGB

Experience

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  AT&T

  Jul 2003 - Jun 2015

  Facilitate new hire training and continuous training/career development initiatives for Customer Support Specialists and Management Level I, and Level II participants within call center environment. Serve as subject matter expert for all company-related products/services and wireless technology. Perform broad range of administrative and managerial tasks during onset of new hire training. Develop, revise, and update all call center training manuals and materials. Introduce interactive, blended training strategies that include role playing, real life simulations, team-building exercises, and group discussions in conjunction with videos and lectures to deliver comprehensive instruction. Monitor participate performance. Conduct performance evaluations and provide critical feedback to newly hired and tenured during 7-week training period. Show less

  • Senior Training Manager - Delivery

    Jul 2004 - Jun 2015

  • Technical Support

    Jul 2003 - Jul 2004
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  Birch Communications

  Oct 2015 - Sept 2016

  Sr. Technical Support Trainer

  Develop and provide company-wide, internal training programs that include new hire orientation, initial task training, and continuous education/development. Conduct research and needs analysis based on industry research and management feedback. Provide instruction via multiple methodologies, including individual/group training, lectures, meetings, workshops and conferences. Deliver wide range of instruction through various platforms, including training modules, demonstration models, multimedia, visual aids, computer tutorials, and reference guides. Conduct new hire training orientation training for all new employees.* Developed New Hire Training curriculum for Tier 1 Technical Support Training.* Revised New Hire Training documentation.* Partnered with management and evaluate employee performance to establish training needs and goals.* Evaluated, monitor, and document employee performance throughout training to ensure accuracy, understanding, and demonstration of knowledge.* Updated policies and procedures for continuous improvements; and maintained compliance with company. Show less

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  Cox Media Group

  Sept 2016 - Mar 2019

  Training Specialist

  Develops, organizes, creates, and delivers innovative course content for both instructor led and web-based learning. Facilitates learning for employees and outsourced vendor. Training is delivered across a variety of settings: in-person, online or via live or pre-recorded webinars. Develops training programs to support customer service initiatives, new product development and new system implementations. Customize communications and roll-out of training materials by work group needs (ex: internal employees, outsource partners, technical support reps, remote reps, etc.▪ Conducts detailed interviews with subject matter experts, product managers and department teams to gather information for training materials.▪ Provides timely performance feedback to trainers, supervisors, and managers by observing and monitoring training progress.▪ Tracks and analyzes course evaluations to judge effectiveness or training sessions and to suggest or implement improvements. Show less

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  Cox Automotive Inc.

  Mar 2019 - now

  - Develops and executes enterprise-wide learning and development strategies, leading the development and delivery of complex programs across a matrixed environment.- Collaborates across all organizational levels reviewing course feedback reports and learning metrics to identify training gaps, needs, and changes to align training initiatives to meet the needs of a fast-paced, evolving organization.- Serves as expert consultant and trusted resource, offering input on learning content, delivery, design, and operations based on projected goals and objectives.- Troubleshoots learning experience gaps and fail points and presents recommendations on process improvements.- Ensures the designing and implementation of learning and development programs at a department, and role specific level.- Manages organizational compliance training implementations. Show less Provide standards for measuring learning program success through reporting and troubleshooting potential system issues that affect end users to provide corrective solutions.- Serve as administrator of learning metrics system, ensuring access to instructor surveys in the management tool, building out surveys, and confirming reporting is available to end users.- Raise questions related to learning system development processes and workflows by conducting test validation to identify performance inefficiencies for Technology Administrators to correct.- Operate as LMS SME, providing recommendations for administering learning programs.- Engage with enterprise learning leaders, participating in a program community practice that offers ongoing support to learning content developers Show less

  • Learning Operations Manager

    May 2022 - now

  • LMS Specialist II

    Mar 2019 - May 2022