Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
ResearchAssistant

DENISE COOMBES

Kingsville,ON

Summary

Training and Development Specialist with 20+ years of
experience in leading teams, employee development and building relationships. Excellent reputation for innovative approaches to coaching that enable teams and individuals to reach their targets.

Overview

28
28
years of professional experience

Work History

Founder / Owner

Practical Alchemy
09.2019 - Current
  • Create and deliver online training and education programs for self development.
  • Develop marketing strategies to maintain and drive business growth across social media platforms.
  • Studied market to determine optimal pricing of services and to capitalize on emerging opportunities.

Field Sales Support Specialist

Rogers Communications
03.2010 - 08.2019
  • Educated and coached sales teams on current offerings, marketing programs and meeting quotas/sales goals.
  • Redesigned CRM (Sales Force) modules for customer hardware requests to provide 32% increase in volume and improved response times, increasing customer satisfaction by 27%.
  • Overhaul of manual process into CRM modules for client incentives (premium sporting and concert tickets), that provided management with customer spending and revenue prior to approval, thus allowing for more efficient and equal distribution of incentives and giveaways.
  • Built strong relationships with clients, vendors and 3rd party partners through organizing and managing industry collaboration events.
  • Prioritized tasks and projects to meet tight deadlines.



Training Manager

Bell Canada
11.1994 - 08.2008
  • Managed new employee orientation, training process and onboarding for more than 200 employees each year.
  • Designed and updated training materials for accuracy and compliance.
  • Created or sourced training manuals, visual aids and other educational materials.
  • Alternated training methods to diversify instruction, strengthen learning and enhance program success.
  • Analyzed effectiveness of training programs and retention of information with tests, surveys and other methods of feedback.
  • Liaison between customer care, marketing and IT to create and deliver re-education programs to Ontario call centre.
  • Facilitated Why Pride Matters Initiative for top tier CSRs, enhancing soft skills development - tracking documented decrease in call length, increased customer satisfaction and improved employee confidence to problem solve.
  • Spearheaded mentoring program for transition from training to live environment, helping new reps to acclimatize and top performing reps coaching opportunities.
  • Assessed skill gaps for employees and developed courses and coaching to meet identified needs.
  • Lead teams of innovation experts in company wide workshops to create radical process improvement with seamless implementation.

Education

Facilitation Techniques For Team Based Work

York University, Schulic School of Business
Toronto ON

Instructional Design And Training Needs Analysis

Lavgevin Services
Ottawa, ON

Skills

  • Building Relationships and Loyalty
  • Engaging with Diverse Groups
  • Training and Facilitation
  • Coaching and Development
  • Training Needs Analysis
  • Excellent Written and Verbal Communication
  • Innovative Training Approaches
  • Facilitate Group Discussions
  • Develop Training Programs

Accomplishments


  • Lead a specialized team to submit the Bell Canada bid to VANOC for the 2010 Olympics, which resulted in Bell awarded official telecommunications provider.
  • Organized and lead a full day event for CCACE (Canadian Coalition Against Child Exploitation) providing a forum for national, provincial and regional law enforcement to come together for the first time to create a national strategy.

Timeline

Founder / Owner

Practical Alchemy
09.2019 - Current

Field Sales Support Specialist

Rogers Communications
03.2010 - 08.2019

Training Manager

Bell Canada
11.1994 - 08.2008

Facilitation Techniques For Team Based Work

York University, Schulic School of Business

Instructional Design And Training Needs Analysis

Lavgevin Services

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DENISE COOMBES