Description
Accomplishments * Developed in excess of 100 training modules for the electric utility industry that resulted in 95% trainee passing grades at 80% or better on the first attempt. This included both technical and soft skill training. (PECO) * Projects delivered on time and frequently exceeding stakeholder expectations. * 63.5% improvement in first call customer issue resolution through Standard Operating Procedure (SOP) revisions and cross training initiatives. (Iron Mountain) * Designed user friendly SharePoint website home page that provided quick links to frequently used applications and table format SOP webpages providing a search improvement up to 75%. (Iron Mountain) o Cascading menu provided easy access for multiple teams to locate their respective SOP's. * Developed customer training resulting in: (Innovative Control Systems, Inc.) o 28% reduction in customer problem calls o Substantial reduction in Support Center average call time duration * Pioneered structure of performance information system for field personnel (Xerox) * Substantially reduced training requirements and improved product reliability by winning a proposal to realign the district service teams into specialized teams. (Xerox) * Formed the first training committee for Lehigh Valley Professionals and developed programming.
Accomplishments
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