Derek Watson
Ottawa
Summary
Learning and Development professional with over 20 years experience in facilitating key learning initiatives within the telecommunication industry. Facilitated learning initiatives for retail and contact center employees, both customer facing and leadership team members.
Overview
24
24
years of professional experience
Work History
Senior Learning Facilitator - Virtual
Rogers Communications
03.2020 - 02.2024
- Proficient in Virtual Facilitation Platforms – Zoom, Microsoft Teams, Adobe Connect
- Virtual Delivery - Full-time New Hire Programs for Todays Shopping Choice Contact Center employees
- Emotional intelligence, difficult conversations, selling skills, customer service, and systems training
- Virtual Delivery - Rogers Cross Train full-time programs for frontline contact center employees
- Systems, product knowledge, sales focused training
- Vendor Certification Team – delivered certification program for Vendor/3rd Party companies doing business on behalf of Rogers to certify master facilitators to Rogers delivery and facilitation standards
- Involved observation, feedback, and reporting to 3rd Party training teams
- Design – worked alongside TSC (Todays Shopping Choice) leadership team to create training materials, activities, course modules, and a proof of performance system to be used in all TSC company training initiatives
- Virtual Delivery, 11-Day to 20-Day New hire and cross train programs for contact center employees in the Rogers Telesales (Sales) department
- Programs include new hire onboarding, systems training, soft skills (how to sell), and Well Being (difficult conversations, emotional intelligence, etc.).
Senior Learning Facilitator - In-person/classroom and virtual – Blended facilitation
Rogers Communications
03.2012 - 03.2020
Integrated Training Specialist Retail
Rogers Communications
04.2004 - 03.2012
- Classroom facilitation for all telecommunications products, services, and systems
- Full-time 5-Day to 20-Day program lengths
- Responsible for facilitation of initial roll-out of Video store telecommunications centers all across Canada, from British
Retail Store Communication Center Manager
10.2000 - 04.2004
Retail Video Store Customer Service Representative
11.1999 - 10.2000
Education
Teacher and Trainer of Adults -
Algonquin College of Applied Arts and Technology
01.2018
Skills
- E-Learning Design
- Mentoring abilities
- Facilitation Techniques
- Organizational Development
- Training delivery
- Performance Assessment
- Blended Learning
- Learning Management Systems
- Diversity awareness
- Student Engagement
- Adult Learning Theory
- Interpersonal Skills
Languages
English
Full Professional
Timeline
Senior Learning Facilitator - Virtual
Rogers Communications
03.2020 - 02.2024
Senior Learning Facilitator - In-person/classroom and virtual – Blended facilitation
Rogers Communications
03.2012 - 03.2020
Integrated Training Specialist Retail
Rogers Communications
04.2004 - 03.2012
Retail Store Communication Center Manager
10.2000 - 04.2004
Retail Video Store Customer Service Representative
11.1999 - 10.2000
Teacher and Trainer of Adults -
Algonquin College of Applied Arts and Technology
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