Greg McLaughlin
Ottawa,ON
Summary
Well-qualified Learning Facilitator bringing 15 years of progressive experienced training in a call centre environment. Highly-motivated employee with desire to take on new challenges. Seeking long-term position with room for growth and development.
Overview
29
29
years of professional experience
Work History
Senior Facilitator
EDSC/SoftSim Technologies - Contract
Virtual
04.2024 - Current
- Delivered Developing Strong Connections, Building Rapport and Relationships in Call Centres program 60.02.
- Facilitated interactive group instruction to administer lessons and assignments, successfully engaging students of all learning abilities.
- Established standards for quality assurance in all facets of program delivery.
- Provided guidance to junior facilitators in the development of their facilitation skills.
- Provided resources promoting psychological health and safety that encourage employees and managers to address mental health concerns openly.
- Attended conference to increase job-related knowledge.
- Maintained focused, inclusive and supportive learning environments.
- Delivered interactive group instruction to administer lessons and assignments, successfully engaging students of all learning abilities.
Learning Facilitator
Rogers Communications
08.2007 - Current
- Prepare for and perform new hire and skills training both virtually and in-person to meet regional requirements with class sizes up to 150 participants.
- Facilitate and manage content for a three day corporate on boarding program, introducing new executives and people leading managers to the company.
- Use advanced training delivery tools tools becoming proficient at delivering programs through the Microsoft Teams Learning Space Adobe Connect online platforms.
- Design and development instructional materials based on recommendations from facilitators or business partner needs using content management platform Xyleme.
- Organized and facilitated workshops to introduce new concepts or technologies to learners.
- Adhered to performance management guidelines for new employees within the probationary period including attendance management, executing on coaching plans, development plans and performance management
- Gather relevant data and complete trending analysis of key performance indicators aligned to production scorecards
- Organize and participate in sales and retention coaching clinics through the application of the knowledge and the development of skill
- Facilitation of soft skills training helping to build passionate and deep knowledge of superior customer service skills among new hire agents
- Assist our internal partners with content management support and training environment testing.
- Provided peer to peer feedback and coaching
- Researched current trends in education technology and best practices in teaching.
Customer Service Consultant
Rogers Communications
04.2003 - 08.2007
- Created customized solutions to customer issues by utilizing product knowledge and problem-solving skills.
- Utilized various software applications such as CRMs and databases for tracking customer interactions.
- Resolved customer complaints in a timely manner with empathy and understanding.
- Utilize interpersonal skills to uncover sales opportunities and provide appropriate solutions
- Continually meeting and exceeding the call center’s monthly performance objectives and sales targets
- Responsible for sales an service of products including cable, wireless, home phone and internet by using a needs based sales approach
- Maintained current knowledge of new products, services, promotions and other changes that may affect the customer experience.
Account Merchandiser
Brewer’s Retail
07.1995 - 04.2003
- Process all daily orders and maintains complete inventory for each customer
- Maintained thorough knowledge of product lines, pricing, promotions, and merchandising techniques.
- Received and tracked incoming inventory shipments.
- Performed cycle counts to maintain accurate inventory records.
- Ensured safety protocols were followed at all times while operating machinery.
- Maintained stock levels in accordance with company policies.
Education
OAC Certificate Received -
J.S. Woodwrth Secondary School
Some College (No Degree) - Social Sciences
CEGEP De L’Outaouais
High School Diploma -
Philemon Wright High School
Skills
- Presentation Skills
- Public Speaking
- Content Development
- Course Management
- Employee Development
- New System Implementation
- Classroom Evaluations
- Technology Integration
- Relationship Building
- Mental Health Facilitation
- Multicultural Leadership
Hobbies And Interests
Being with my family and enjoying the outdoors. Enjoy playing guitar and singing, playing golf, cooking and yard work.
Timeline
Senior Facilitator
EDSC/SoftSim Technologies - Contract
04.2024 - Current
Learning Facilitator
Rogers Communications
08.2007 - Current
Customer Service Consultant
Rogers Communications
04.2003 - 08.2007
Account Merchandiser
Brewer’s Retail
07.1995 - 04.2003
OAC Certificate Received -
J.S. Woodwrth Secondary School
Some College (No Degree) - Social Sciences
CEGEP De L’Outaouais
High School Diploma -
Philemon Wright High School
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