JACQUELYN SIMON
TORONTO,ON
Summary
Enthusiastic training professional successful at developing, implementing and carrying out training plans and supplementary materials to help agents excel. Has successfully adapted from in class to remote training.
Overview
14
14
years of professional experience
Work History
TRAINER
Cognizant
01.2019 - Current
- Built and successfully delivered new work flow guidelines for training for one of the largest social media companies.
- Maintained a high level of training quality for multiple workflows including HCOMP (machine learning), Misinformation Evaluations as well as working on API applications processing.
- Successfully delivered remote trainings since 2020.
- Delivered and maintained high quality training classes globally for HCOMP and API in office pre-pandemic.
- Successfully transitioned all global training and quality to remote training during the pandemic.
- All classes completed on time and communicated to senior management during training as well as monitored nesting phase to capture understanding and knowledge of post agent success.
- Monitored participant workflow and behaviors throughout the training process.
- Mentored new hires, resulting in stronger agent development and increased productivity.
- Tracked attendance and progress against goals for each participant.
- Serviced class sizes from 2 - 35 approximately 2 to 3 times a month.
- Coordinated with Team Leads and Quality Analysts to ensure strong performances from training agents.
- Scheduled and taught in class and remote courses to increase learning opportunities. Including new hire training, cross-skilling and up-skilling.
- Aided Quality Analysts on various tasks, including quality checks, coachings, feedback sessions and agent support.
- Quickly adapted training plans for client needs.
- Adaptable to independently make judgments and implement positive change during training.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
SENIOR PROCESSING EXECUTIVE
Cognizant
05.2018 - 01.2019
- HCOMP Spam team member processing accounts as well as working on evaluations to teach bots to successfully identify information that maintain the platform.
- Lead shadow sessions to show new agents the workflows; how they should be actioning on accounts, API and appeals via Service Cloud and HCOMP spam evals via Appen.
- Accurately worked on actioning on accounts as well as labeling accounts in workflows to maintain a high standard of quality for the platform.
- Attended classes for updates on HCOMP and API and Spam Appeals and successfully maintained high standards in nesting and production.
- Coordinated with Team Leads and Quality Analysts to work with new agents and continue to maintained strong results in production.
SALES ASSOCIATE
LA VIE EN ROSE
09.2015 - 05.2018
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to effectively build rapport and lasting relationships.
- Performed monthly health and safety checks.
- Organized and managed stock
MANAGER
The Wine Shop
05.2010 - 06.2015
- Maintained two stores with a team between 9 – 11 staff members.
- Analyzed sales results and communicated them with the district manager and employees.
- Implemented and enforced all company and division policies and procedures.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
Education
Bachelor of Arts
Glendon College
Toronto, ONMilitary Certificate - FOOD SERVICES
CANADIAN FORCES SCHOOL oF ADMINISTRATION AND LOGISTICS
2012
POST GRADUATE - Scriptwriting
ALGONQUIN COLLEGE
2008
License Certificate -
RETAIL COUNCIL oF CANADA RETAIL MANAGEMENT COURSE
2005
Skills
- Microsoft Office
- Appen (Figure 8)
- G-Suite proficient
- Course Material Development
- Attention to Detail
- Strong Communication skills
- Problem Solving
- Strong attention to quality accuracy and assurance
Accomplishments
- Leader of the Month award winner four times
- Certificate of Military Achievement: Basic Military Qualifications
- Certificate of Military Achievement: Land Reserve Cook Qualification Level 3
- Elizabeth B. Lay award for character
Timeline
TRAINER
Cognizant
01.2019 - Current
SENIOR PROCESSING EXECUTIVE
Cognizant
05.2018 - 01.2019
SALES ASSOCIATE
LA VIE EN ROSE
09.2015 - 05.2018
MANAGER
The Wine Shop
05.2010 - 06.2015
Bachelor of Arts
Glendon College
Military Certificate - FOOD SERVICES
CANADIAN FORCES SCHOOL oF ADMINISTRATION AND LOGISTICS
POST GRADUATE - Scriptwriting
ALGONQUIN COLLEGE
License Certificate -
RETAIL COUNCIL oF CANADA RETAIL MANAGEMENT COURSE
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