Andrea Riddle
Denver,CO
Summary
Innovative Director with more than 14 years of Training and Quality leadership within the BPO industry. Brings comprehensive knowledge of strategic planning, process improvements, resource allocation, data analysis, analytical problem-solving expertise, and technological innovation. Skilled at coordinating across functional groups and organizations to complete work under tight deadlines. Extensive leadership experience in staff development, process and productivity improvements, performance management, and curriculum design.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Director, Global Training
ResultsCX
Remote
07.2021 - Current
- Developed and implemented strategic plans to optimize resource allocation and scheduling, organization efficiency, effectiveness, and profitability.
- Created departmental SOPs to provide clarity and strategic direction for all team members.
- Coordinated with stakeholders across multiple departments to develop innovative strategies for process and performance improvements.
- Analyzed financial performance metrics and identified areas for improvement.
- Tracked and analyzed program effectiveness by utilizing operational performance metrics to assess the true impact and align on forward strategy.
- Directed and developed a team of 10 senior training leaders, including recruiting, hiring, and onboarding.
- Recommended, developed, and implemented learning solutions to meet the changing business needs and environments, including on-site, virtual, microlearning, and AI-driven.
- Partnered with workforce management team to effectively plan and coordinate training staff for training ramps, upskilling, and other training and performance improvement needs.
- Utilized the training needs analysis process to prioritize instructional design and training implementation strategies.
- Managed multiple projects simultaneously while ensuring deadlines were met.
- Provided guidance on best practices in project management to ensure successful outcomes.
Senior Manager
ResultsCX
Remote
09.2020 - 07.2021
- Provided strategic support to Account Training Specialists and Managers, and tactical support to Executives within the Training organization.
- Identified training organization needs in staffing, budget, and general support.
- Global leader responsible for managing ResultsCX and clients' training operations.
- Tracked, analyzed, and reported training effectiveness through agent life cycle performance: New Hire, Grad School, and 0-30 productions
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Recommended necessary training intervention based on identified gaps which included training program content, bridge plans, and governance steps, measured through improved class throughput, learner engagement, operational performance, and overall speed to proficiency.
- Partnered with the Site Training Operations team and HR to create developmental programs for staff.
- Tracked, analyzed, and conducted weekly project calls to assess and review the impact of training-led projects and initiatives (Success Measures, intervention strategy, expected ROI, post-training impacts )
- Facilitated transformational learning solutions by applying world-class learning principles and instructional design methodologies that drive success and effectiveness of training in all levels of evaluation
Account Training Manager
ResultsCX
Remote
07.2017 - 09.2020
- Led all training activities within the assigned sites and served as the corporate subject matter expert for the line or lines of business assigned.
- Supported the development and certification of training professionals by leading client- and corporate-required training.
- Ensured successful execution of Results corporate standard programs including New Hire Orientation and Grad School at all assigned sites.
- Worked collaboratively with account executives and client managers to ensure training material process and currency, communicated learning needs, and developed and improved training products and processes.
- Developed instructional materials such as presentations, videos, simulations and online courses.
- Directed a team of 5, providing coaching and development to succeed and advance within the department and company.
- Provided reporting on training completion and performance.
- Worked collaboratively with the Manager of Quality and Customer Experience to develop training solutions and projects identified through evaluation, observation, or other data-gathering processes.
- Participated in client meetings and calibration sessions, and monitored calls randomly to evaluate agent performance.
- Developed training materials, including manuals, guides and handouts.
- Conducted assessments to determine skill gaps of existing personnel.
- Identified areas of improvement in existing training methods and procedures.
- Regularly visited assigned sites for live training observations, inspection, and validation of performance and successful execution of training processes.
Global Shared Services
Concentrix
Remote
10.2007 - 07.2016
- Monitored attainment of all defined operational metrics, including revenue, profit, and unit-specific metrics.
- Utilized Six Sigma to conduct data analysis, create measurable action plans, and drive performance improvement initiatives, while reducing cost.
- Coordinated hiring with client and staffing vendors to develop pre-hire testing and refine skills requirements for hire.
- Developed trainer playbook to ensure consistency with trainer delivery, driving strong new hire performance and creating additional growth opportunities.
- Developed a nesting program that drove a 10%+ reduction in attrition.
- Improved career pathing via the development of the mentor/shadow program.
- Managed training and quality departments across all AMR sites, with a staff of 12 direct reports, ensuring consistency within processes, and implementing training initiatives driven by QA data analysis.
- Gained efficiencies in new hire training by reducing overall speed to the proficiency of new hires (10%+ improvement in critical Customer Service metric w/in first 4 weeks of production).
- Project Manager for simultaneous expansion in Daleville, IN, and Boulder, CO for a net gain of 500 seats.
- Completed expansion project ahead of schedule and under budget, allowing for additional growth with the client in both locations.
- Created Vendor Scorecard incorporating waste calculations based on contractual Service Level Agreements which was implemented across all accounts.
Education
M.A - Social Sciences
Ball State University
07.2005
B.S - History
Ball State University
12.2003
Skills
- Data Analytics
- Stakeholder Relations
- People Management
- Creativity and Innovation
- Strategic Planning
- Hiring and Retention
- Key Performance Indicators
- Reporting Expertise
- Project Management
- Staff Development
Certification
- Six Sigma Green Belt
- COPC Registered Coordinator
Timeline
Senior Director, Global Training
ResultsCX
07.2021 - Current
Senior Manager
ResultsCX
09.2020 - 07.2021
Account Training Manager
ResultsCX
07.2017 - 09.2020
Global Shared Services
Concentrix
10.2007 - 07.2016
M.A - Social Sciences
Ball State University
B.S - History
Ball State University