Nolan Wightman

Work History

Riot Games

12.2019 - 01.2024

Led global teams of training specialists to design and deliver engaging training programs for player support agents, ensuring consistent standards and high-quality learning experiences across the organization.
Partnered with cross-functional teams (e.g., Player Support, Player Experience, Vendor partners) to conduct needs assessments, develop customized training solutions, and implement strategies that improved agent retention and performance by 20-30%.
Spearheaded the revamp of New Agent Onboarding, resulting in an almost 100% increase in agent engagement and a 30% improvement in time to production metrics.
Collaborated with Instructional Designers to provide feedback and gather resources, contributing to the enhancement of training content quality and effectiveness.
Maintained alignment with global Player Support operations through regular communication and collaboration, ensuring consistent training delivery and knowledge sharing.

Trusource Labs

03.2017 - 12.2019

Conducted thorough needs assessments to identify training gaps and designed and implemented customized training solutions that addressed those gaps, resulting in us creating weekly and monthly upskill trainings.
Developed, launched, and managed Nest's global Trainer Certification program, ensuring consistent training delivery and quality standards worldwide.
Managed new agent onboarding programs for class sizes ranging from 2 to 40 agents, ensuring efficient and effective training delivery.
Designed and delivered comprehensive training programs for new product launches, upskilling initiatives, and process improvements.
Led and mentored a team of trainers, providing guidance, support, and coaching to ensure the consistent delivery of high-quality training materials and experiences.
Coordinated and led global Train-the-Trainer sessions, ensuring alignment on new training materials and methodologies across different regions.

Trusource Labs

10.2013 - 03.2017

Delivered training to classes of 10-50 agents, adapting instructional methods to diverse learning styles and needs.
Provided on-site training, upskilling, and Train-the-Trainer programs to Nest vendors across the US.
Contributed to the successful launch of two new Nest contact sites by providing essential training and support.
Played a key role in the launch of Nest's Chat Support by developing and delivering specialized training programs.
Designed and facilitated small group and individualized training activities, catering to differentiated learning needs to maximize knowledge retention and application.
Evaluated training materials developed by instructors and clients, providing feedback and recommendations for improvement.
Delivered technical training materials effectively, ensuring agent comprehension and proficiency.
Integrated technology into training sessions to enhance engagement and facilitate interactive learning experiences.
Designed and created daily lesson plans and training activities aligned with learning objectives.
Collaborated with managers to identify agent training needs and develop targeted training interventions.
Mentored team members to enhance their training skills and professional development.