Susan Lynch

Experience

• 

  Sullivan Direct

  Jan 1998 - Jan 2002

  Assistant Business Manager

  Responsible for Accounting, Human Resources, and Office Management tasks. Processed accounts payable and receivable, maintained vendor and client records, and prepared statements. Mentored receptionist position, set-up new employees, maintained facility records, and office equipment.

• 

  Staples

  Jan 2003 - Mar 2017

  Senior Learning Specialist

  Senior Learning Specialist/Trainer (May 2010 – March 2017)Design, develop, and deliver a variety of operational and technical training programs. Use of appropriate methodologies for each audience or Customer Service unit ensures effectiveness of programs. Continually evaluates and improves training curriculum through regular revisions.• Applied thorough knowledge of adult learning principles to design operational and technical internal training programs which included visual aids, learner guides, job aids, and online modules.• Regular contact with both virtual and in house peers, learners, and upper management for projects, training sessions, and meetings.• Collaborated with Subject Matter Experts to create and perfect learning materials to provide additional resources to improve the customer service experience.• Trained new hire classes which included adjusting material as needed, evaluating learners, and sending detailed feedback to management suggesting additional training or superior skills.Customer Service Trainer (March 2008 – May 2010)Implement all training programs in regards to technical job skills, customer service, sales techniques, product knowledge and soft skills to all customer service associates.• Facilitated classes face to face and virtually in order to upskill local and distant associates.• Assessed associate performance and provided feedback to management to help learners in their career path.• Developed strong relationships with new hires, current associates, and management which resulted in strong trustworthiness partnership.• On boarded monthly class up to 14 new hires during their probationary period to help prepare and sustain their career.Quality Assurance Analyst (October 2005 – March 2008)Evaluate all contact types (phone, email, chat) based on company standards. Create monthly report for directors showing front line associate performance including trends. Exibir menos

• 

  General Electric Credit Union

  Jan 2018 - now

  Develop, facilitate, and prepare materials for the Onboarding program. Conduct refresher and professional development classes for employees as they progress, transition, and advance in their roles. Collaborate with other departments within the organization to develop employees at all levels.

  • Learning and Development Operations Specialist

    Jan 2022 - now

  • Learning and Development Coordinator

    Jan 2020 - Jan 2022

  • Learning & Development Onboarding Specialist

    Jan 2018 - Jan 2020