Accomplished Agent Education & Development Manager at Working Solutions, adept in spearheading team leadership and staff training initiatives that enhance program performance. Leveraged expertise in LMS and CRM technologies alongside exceptional verbal communication to boost agent productivity and achieve key performance indicators. Recognized for innovative training strategies and a commitment to excellence, evidenced by significant educational impacts.
Hi, I’m
Lisa Burke
Gypsum,CO
Summary
Overview
24
years of professional experience
Work History
Working Solutions
Agent Education & Development Manager
09.2021 - Current
Job overview
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Streamlined internal processes for improved efficiency and productivity within the program.
- Established positive flow of communication with agents, clients, Specialists, and internal team members.
- Managed scheduled meetings to maintain satisfaction and education of client, specialists, agents, and internal teams.
- Completed training necessary to thoroughly understand the client's business and program requirements.
- Led the design and development of motivational and creative virtual live sessions and/or simulations to teach and motivate large or small groups immediately after initial education and as needed to improve program performance.
- Led a team of Agent Development Specialists in the successful delivery of these development plans and evaluate results, adjusting as needed.
- Oversee customer and client listening calibrations to identify customer needs and expectations.
- Recognize needs and provide coaching to Agent Development Specialists for delivery of tips and/or performance updates for agent improvements and achievements.
- Coordinate with Operations team to receive direction regarding program performance such as quality scores, outliers, and opportunities.
- Collaborate and brainstorm with Education team to identify trends, hurdles, and goals to develop bridge-building programs.
- Design and/or recommend motivational contests and tips to assist agents in successfully meeting or exceeding client performance metrics.
- Set performance goals for agents and Education Specialists, while providing coaching and feedback for growth.
- Monitor KPIs such as AHT, QA, FCR, NPS to ensure hitting or exceeding target goals.
- Participate in leadership meetings as a contributor for process, policy, and guideline development.
- Track KPI performance, growth, trends and generate reports for reflection to plan next steps.
Working Solutions
Education & Development Specialist
08.2017 - 08.2021
Job overview
- Completed training necessary to thoroughly understand the client's business and program requirements.
- Met with clients to determine curriculum needs.
- Reviewed and modified program documentation provided by client to fit virtual education methods and timeframes. Developed virtual education materials based on this documentation, with guidance from Education & Development Managers and Directors.
- Educated contractors to competently perform programs, utilizing hybrid methods of learning and assessment, provided specific program/client information as well as general internal procedural information.
- Responded to education related agent questions as needed: followed up on homework assigned to agents and provided encouragement and recognized accomplishments when appropriate.
- Designed and developed motivational and creative virtual live sessions and/or simulations to teach and motivate both large and small groups immediately post preparation and as needed to improve program performance.
- Led and delivered large and small group sessions such as huddles, workshops, and round tables to maintain or improve performance KPIs.
- Identified training needs and developed content while evaluating existing programs.
- Coordinated with Operations team to address trends or issues regarding program performance such as quality scores, outliers, and opportunities.
- Utilized and maintained documentation within the LMS ; update education results within the internal database.
Williamson County Schools
Teacher
07.2000 - 10.2014
Job overview
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Incorporated multiple types of teaching strategies into classroom.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
- Planned and implemented integrated lessons to meet national standards.
- Supported student teachers by mentoring on classroom management, lesson planning, and activity organization.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Mentored new teachers, sharing best practices and providing guidance to help them adapt to their new roles successfully.
- Enhanced learning experiences by incorporating specialized tools and resources tailored to the needs of special education students.
- Was chair on multiple SAC committees
- Teacher of the Year (TOY) 2009
Education
Delta State UniversityCleveland, MS
Bachelor of Science from Education And Special Education
12.1988
University Overview
- Honoree of Delta Kappa Educational Fraternity
- Dean's List 1988
- Leadership Scholarship Recipient
- Delta Delta Delta Sorority Member
Skills
- Team Leadership
- Verbal and written communication
- Staff Management
- Staff Training and Development
- Key Performance Indicators
- Team Development
- MS Office/Excel/Google Docs/Sharepoint
- LMS - Canvas/ Blackboard/Docebo/Bright AI
- CRM
- VDI/SRW
- Bright Pattern/NICE-MaxOne/Salesforce
- Power BI
Timeline
Agent Education & Development Manager
Working Solutions
09.2021 - Current
Education & Development Specialist
Working Solutions
08.2017 - 08.2021
Teacher
Williamson County Schools
07.2000 - 10.2014
Delta State University
Bachelor of Science from Education And Special Education