Jessica Beauchamp
Newcastle,Ontario
Summary
Dedicated and experienced Senior Training & Development Specialist who is motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
13
13
years of professional experience
Work History
Senior Training & Development Specialist
Metrolinx
04.2022 - Current
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Coordinated technical training and personal development classes for staff members.
- Prepared and distributed manuals, handouts and online tutorials to provide employees with training materials and resources.
- Delivered new employee onboarding and training sessions via Microsoft Teams.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Facilitated virtual, in-person and blended learning sessions.
- Worked with vendors to customize courseware to accommodate business needs.
- Designed and delivered web-based, self-directed learning materials.
- Developed lesson plans, instructional materials and written practice tests for [Type] and [Type] training courses.
Customer Programs Training Advisor
Metrolinx
07.2019 - 04.2022
- Provided coaching and mentoring to employees.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Developed job-specific competencies and performance standards.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and implemented successful onboarding program.
- Built and maintained professional relationships with vendors and suppliers.
- Developed lesson plans, instructional materials and written practice tests for [Type] and [Type] training courses.
- Designed and delivered web-based, self-directed learning materials.
- Worked with vendors to customize courseware to accommodate business needs.
Customer Care Coordinator
Metrolinx
03.2015 - 07.2019
- Communicated with customers to assess and address individual needs, providing timely and quality support via [Type] systems.
- Communicated with customers to identify needs and expectations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Took ownership of customers issues to follow problems through to resolution.
- Kept accurate records to document service actions and discussions.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Explained charges, fees, terms of sales, and service agreements to over [Number] customers daily.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
Station Attendant
Metrolinx
11.2012 - 03.2015
- Greeted customers and clients to create welcoming atmosphere.
- Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Promoted special offers and discounts to customers to maximize sales.
- Counted nightly income, categorizing, and sending to bank on weekly basis.
- Provided customers with information on routes, timetables or concourses.
- Explained rules to passengers and helped correctly transfer between lines.
- Built trustful relationships with customers to encourage return visits.
- Kept close eye on passenger behavior and watched for injuries, illnesses and disputes.
- Answered questions regarding train and bus schedules, travel routes and arrival times.
- Provided boarding assistance to elderly, sick or injured people.
- Assisted passengers needing medical assistance by performing CPR and basic first aid.
Teacher
Protocol Education
09.2010 - 03.2012
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Incorporated multiple types of teaching strategies into classroom.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Supported student physical, mental, and social development using classroom games and activities.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
- Graded and evaluated student assignments, papers, and course work.
- Conducted evaluations to measure performance and progress of students, providing guidance for areas requiring improvement.
- Participated in parent teacher conference to discuss developments of students and increase support.
- Advised and counseled students to help them develop skills and knowledge required to succeed.
- Planned and implemented integrated lessons to meet national standards.
- Supported student teachers by mentoring on classroom management, lesson planning, and activity organization.
- Developed and administered tests for students to measure academic proficiency and understanding.
- Registered student progress and attendance on database to enable tracking history and maintain accurate records.
- Implemented creative ways to foster curiosity for complex principles through hands-on learning and planned activities.
- Created and developed lesson plans to meet students' academic needs.
- Helped students explore concepts with engaging, learning-focused activities.
- Developed and implemented classroom routines to address varying student needs.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Fostered student curiosity and interest through creative hands-on activities.
- Participated in department meetings to provide input to colleagues about student achievement and improvement.
- Designed detailed learning plans for struggling students based on test, homework and assignment records.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Implemented reading and writing workshops to increase student literacy and support school reading programs.
- Boosted cultural awareness by incorporating children's literature from world cultures.
- Improved students' analytical skills by introducing state-of-the-art computer program technologies.
Education
No Degree - Additional Qualification – Teaching And Learning T
Queen’s University
Kingston, ON2020
No Degree - Instructional Techniques Training
Friesen, Kaye And Associates
Toronto2020
No Degree - Foundations of Adult Education
Brock University
St. Catharines, ON2019
No Degree - Additional Qualification – Kindergarten Education
Lakehead University
Thunder Bay, ON2018
No Degree - Management Labour Concerns in Occupational Health
Durham College
Oshawa, ON2014
No Degree - Additional Qualification – Special Education Part
Lakehead University
Thunder Bay, ON2012
Bachelor of Education - Primary/ Junior
Lakehead University
Thunder Bay, ON05.2010
Bachelor of Arts - Sociology
Lakehead University
Thunder Bay, ON05.2010
Skills
- Program Optimization
- Training Methods
- Strategic Thinker
- New Hire On-Boarding
- Process Evaluation and Enhancement
- Adult Learning Theories
- Knowledgeable in [System]
- Course Planning
- Resource Management
- Customized Training
- Course Development
- Process Evaluations
Languages
English
Native or Bilingual
Software
Microsoft Teams
Microsoft Word
Microsoft Excel
TechSmith Camtasia
Articulate
Adobe Photoshop
Microsoft Powerpoint
Timeline
Senior Training & Development Specialist
Metrolinx
04.2022 - Current
Customer Programs Training Advisor
Metrolinx
07.2019 - 04.2022
Customer Care Coordinator
Metrolinx
03.2015 - 07.2019
Station Attendant
Metrolinx
11.2012 - 03.2015
Teacher
Protocol Education
09.2010 - 03.2012
No Degree - Additional Qualification – Teaching And Learning T
Queen’s University
No Degree - Instructional Techniques Training
Friesen, Kaye And Associates
No Degree - Foundations of Adult Education
Brock University
No Degree - Additional Qualification – Kindergarten Education
Lakehead University
No Degree - Management Labour Concerns in Occupational Health
Durham College
No Degree - Additional Qualification – Special Education Part
Lakehead University
Bachelor of Education - Primary/ Junior
Lakehead University
Bachelor of Arts - Sociology
Lakehead University
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