Summary
Overview
Work History
Education
Skills
Timeline
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JESSICA MAC VICAR

Upper Tantallon,NS

Summary

Enthusiastic Learning and Development professional who is an ambassador for company culture and is known for a hands-on, creative approach. Highly effective at designing and delivering training programs, specializing in topics such as company values, Software as a Service, and Leadership Development. Adept at motivating individuals and deeply committed to empowering others to excel in their work. Offering over a decade of leadership and training experience, eager to contribute to a challenging long-term position.

Overview

10
10
years of professional experience

Work History

Training and Onboarding Specialist

FreshBooks
11.2021 - Current
  • Develops and facilitates Brandon Hall Group award-winning onboarding program focused on introducing new hires to company culture, values, tools, customers and programs
  • Maintains and manages high-touch virtual training program that includes e-learning content, live workshops, social connection calls and group learning
  • Uses content authoring tools, such as Lessonly Creator and Articulate Rise 360, to develop engaging and effective e-learning content focused on principles of adult learning and instructional design
  • Develops and updates training materials keeping pace with changes to industry, market and company
  • Maintains regular schedule of onboarding classes, one-on-one coaching, and transitional hand-offs to leaders
  • Facilitates professional and appealing learning sessions to introduce new hires and existing employees alike to information to help them grow in their roles
  • Monitors new hire performance, compliance, and progress with requirements to consistently meet deadlines and expectations
  • Assesses onboarding systems against company needs and makes improvements to align program deliverables with company mission, OKRs and global expansion
  • Manages all aspects of organization-wide global compliance training program

Customer Support Specialist

FreshBooks
01.2021 - 11.2021
  • Embraced company mission of Executing Extraordinary Experiences Everyday by helping large volume of customers each day with a positive attitude
  • Supported FreshBooks users through ambiguous times as they migrated to new accounting platform from deprecated software
  • Partnered with department leadership to facilitate functional onboarding for new hires in Customer Support
  • Provided opportunities for user education and empowerment through delivering informative webinars and platform demonstrations
  • Maintained excellent client experience with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Evaluated customer feedback and caller trends to determine areas in need of improvement and partnered with key stakeholders to resolve software issues and bugs

General Manager

Indigo Books and Music
05.2017 - 01.2021
  • Hired, maintained, developed and motivated outstanding team of fifty people, including seven person leadership team
  • Managed all aspects of business to ensure that focus remained on key business initiatives and growth, customer and team engagement, visual presentation, operational success and budget control
  • Obtained and analyzed customers' feedback to identify opportunities to create joy, best serve community and ensure consistent business growth
  • Reviewed business reports daily to identify opportunities and create unique ways to drive sales through events, community engagement, visual presentation, product assortment and customer experience
  • Collaborated with key stakeholders to manage merchandise category and department growth at store-level
  • Facilitated opening of brand new retail location including hiring, training, product planning, load-in, and day-to-day maintenance of store and team after store opening

Customer Experience Manager

Indigo Books and Music
10.2013 - 05.2017
  • Increased profits through effective sales training and building team's skills
  • Monitored and analyzed sales records and consumer purchasing trends to create and execute floor plans and visual product presentations
  • Conducted engaging quarterly check-ins with staff and delivered thoughtful annual performance appraisals and developmental plans
  • Executed monthly hazard assessment and Joint Health and Safety Committee meetings as Health and Safety Representative
  • Managed payroll for team of fifty and monthly accounts payable execution for store

Education

High School Diploma -

Georgetown District High School
Georgetown, ON
06.2011

Skills

  • Workshop Facilitation
  • Instructional Design
  • New Hire Onboarding
  • Leadership Development
  • Online Training
  • Coaching and Feedback
  • Project Implementation
  • Data Analysis
  • Individualized Instruction
  • Program Performance Assessment

Timeline

Training and Onboarding Specialist

FreshBooks
11.2021 - Current

Customer Support Specialist

FreshBooks
01.2021 - 11.2021

General Manager

Indigo Books and Music
05.2017 - 01.2021

Customer Experience Manager

Indigo Books and Music
10.2013 - 05.2017

High School Diploma -

Georgetown District High School

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JESSICA MAC VICAR