Laura Philpot

 Collaborate with key stakeholders addressing training needs, defining enrollment criteria, and scheduling requirements
 Upload content, enrollee details, and training specific parameters into eyLearning platform for course creation and assignment
 Track course assignments, exemptions, due date extensions, and completion statistics for distribution to key stakeholders
 Helpdesk for troubleshooting course progression/performance issues
 Provide customized reports utilizing multiple data sources
 Design and implement initiatives to control training breaches
 Record and monitor all training breaches into Open Pages
 Perform weekly audits of BAU tasks within the RMG Risk Learning team ensuring accuracy of actions, and data collected
 Research and report on all audit findings
 Maintain employee profile updates on eLearning platform
 Identify and address failure demand issues
 Complete statistical reviews to uncover trends, patterns, and variations with training completion

 Managed US based Human Resources Helpdesk team
 Provided support to 8000+ global workforce, encompassing 400+ different human resources related processes
 Addressed user customer service concerns via telephone, Teams, and email platforms with autonomy to resolve during first-touch or escalate
 Monitored helpdesk queues to assign tickets appropriately while meeting established response time requirements.
 Entered service tickets into incident tracking system
 Utilized problem solving techniques such as root cause analysis to identify areas of improvement for increased efficiency.
 Implemented incident management process improvements resulting in reduced call times and improved customer satisfaction scores.
 Evaluated current processes and procedures regularly to recommend changes that would increase productivity or efficiency levels.
 Established communication protocols between departments within the organization to streamline ticket resolution processes.
 Provided on-site coaching and mentoring to staff members to achieve goals and improve individual performance.
 Developed training programs for new employees to ensure proficiency with all systems and processes related to the Helpdesk.
 Conducted regular meetings with staff members to discuss progress on projects, review objectives, provide feedback and recognition.

 Maintained records of 1000+ owners encompassing 3100+ units
 Addressed client questions/requests quickly and efficiently, displaying exceptional customer service skills.
 Fostered positive relationships with clients through proactive communication tactics.
 Assisted with site planning, financing, options selection/ordering, scheduling and coordination of delivery/set-up, and establishment of on-line parts store
 Leveraged data and analytics to make informed decisions and drive business improvements
 Managed all travel/trade show logistics for CEO, CFO, corporate office, field staff, and plant including logistical planning and execution of 4+ offsite owner/dealer annual meetings
 Provided executive support to CEO and CFO, including maintaining Outlook calendar, arranging travel and offsite meetings, completing expense reports, arranging board meetings, and personal calendars

 Supported sales team and CEO
 Fielded customer questions to share information about products, availability, and pricing
 Collaborated with sales and marketing teams to establish accurate representation of products marketed to customers
 Created specialized contracts and negotiated fees for service
 Represented sales team at industry functions/trade shows

•  Candidate sourcing/recruiting, screening, interviewing, reference checks, offer negotiation, Onboarding and new employee orientation
   Involved in all HR processes including training the trainer, employee review, career counseling, department reorganization, layoffs, outplacement, organizational development, career/job fairs, and community outreach.