Loraine Andaya

Training Program Development and Delivery:

• Developed and implemented innovative training programs to improve employee and customer satisfaction.
• Designed engaging and interactive training materials using Articulate Rise/Storyline.
• Conducted effective instructor-led training sessions, both in-person and remotely.
• Leveraged our LMS tool eGain University to track training progress and deliver on-demand learning.
• Designed and developed AI Management Masterclass with hands-on experience for novice users.
  

Team Leadership and Management:

• Mentored and coached team members to enhance their skills and performance.
• Collaborated with cross-functional teams to align training initiatives with business objectives.
• Managed team workload and prioritized tasks to ensure timely delivery of training programs.
  

Process Improvement:

• Streamlined training processes and implemented efficient workflows.
• Developed a system for tracking and updating training materials.
• Implemented a system for scheduling and managing customer training.

Customer-Centric Approach:

• Designed and delivered customized training programs to meet the specific needs of diverse customer audiences, including JPMC, IRS, Sterling Bank Nigeria, BTIS, and Rogue.
  

• Oversee worldwide training programs and content
• As the manager of worldwide training at eGain Corp I work closely with our Project Managers, CSMs, Solutions Architects, and customers to determine the type of product training that is needed
• I built and now manage a process for our Product Solutions team to request and schedule training for customers and internal new hires
• I develop and provide the training resources to a small team of instructors
• I work closely with our Technical Writers to develop effective content for our courseware
• I continue to provide instructor led training via the web or in a classroom

• Create and design all courseware
• Organize and manage courseware
• Deliver training to customers and employees
• Led curriculum development for worldwide training
• Produced and managed courseware content and design
• Updated courseware material for each version upgrade of our products
• Subject matter expert for all classes provided

• Created training presentations and scheduled classes
• Created and designed technical training presentations for over 200 agents on the usage of ACG's internal database
• Coordinated with outside vendors to schedule training sessions with agents
• Managed and organized users of the ACG membership database