Ryan Strong Gauvin

• Supervised comprehensive training initiatives, including systems, process, soft skills, and new business implementation training.
• Evaluates and addresses training requirements for operations.
• Generates ROI reports to aid in decision-making for new program development.
• Analyze Trainers' competencies in design, facilitation, and evaluation.
• Collaborated with senior management and Leadership Development Manager to pinpoint key individuals for growth.
• Enabled deployment of innovative approaches to bolster career progression.
• Partnered with design teams to effectively address all compliance standards.
• Worked alongside various Corporate Leaders to guarantee resolution of clients' questions, concerns, PIPs, or action plans.
• Answers inquiries from RFP Team and leadership regarding outline, components, layout and duration of standardized CSR Training Program.
• Oversees all Operations Training Audits

EDITDELETEMOV

• Managed operations and workflow among Instructional Design team members.
• Researched new trends in instructional design technologies to keep up with industry standards.
• Collaborated with stakeholders to define project requirements and design specifications.
• Developed curriculum and learning materials to increase comprehension.
• Managed the development of courseware from concept through delivery including quality assurance testing.
• Performed usability testing to ensure that course designs met user expectations.
• Worked with developers to create innovative ways of presenting information effectively within a digital environment.
• Analyzed data related to training effectiveness and made recommendations for improvement.
• Produced end-of-project reports outlining successes, challenges faced during the process, and lessons learned.
• Maintained a library of reusable templates for rapid prototyping of courses.
• Developed interactive activities, simulations, games, quizzes, and assessments to enhance learner engagement.
• Assisted in developing strategies for the implementation of technology-based solutions.
• Created storyboards for eLearning courses, job aids, videos, and other learning materials.
• Tracked project progress against established timelines while ensuring quality standards are met.
• Provided guidance to subject matter experts on effective content development techniques.
• Offered subject matter expertise on curriculum design, selection, and purchasing.
• Designed online content using authoring tools such as Storyline 360 and Captivate.
• Conducted needs assessments to identify training objectives and develop appropriate solutions.

• Supervised comprehensive training initiatives, including systems, process, soft skills, and new business implementation training.
• Evaluates and addresses training requirements for operations.
• Generates ROI reports to aid in decision-making for new program development.
• Analyze Trainers' competencies in design, facilitation, and evaluation.
• Collaborated with senior management and Leadership Development Manager to pinpoint key individuals for growth.
• Enabled deployment of innovative approaches to bolster career progression.
• Partnered with design teams to effectively address all compliance standards.
• Worked alongside various Corporate Leaders to guarantee resolution of clients' questions, concerns, PIPs, or action plans.
• Answers inquiries from RFP Team and leadership regarding outline, components, layout and duration of standardized CSR Training Program.
• Oversees all Operations Training Audits

• Directed national operational training programs covering 10 state regions.
• Delivered specialized training for new business implementations and systems updates to associate-level personnel.
• Enhanced business results through well-structured and targeted training sessions.
• Evaluated impact of training initiatives; produced metrics to support program development.
• Analyzed trainer performance focusing on proficiency in design, facilitation methodology, and evaluation techniques.
• Facilitated creation and execution of developmental plans to enhance career progression.
• Collaborated with Instructional Designers to fulfill compliance training needs.
• Collaborated with VP of Training and Talent Development, COEs, and Corporate Leaders to address client concerns.
• Liaised with RFP Team and leaders to clarify aspects of the standardized CSR Training Program.
• Conducts audits to ensure operational training compliance.

• Oversaw regional training operations in collaboration with diverse business partners.
• Developed new curriculum to support operational goals.
• Maintained training systems and collaborated to meet training objectives.
• Guides and enhances professional growth of field Training Managers and Coordinators.
• Evaluated suitable training methods in conjunction with team leaders from various departments.
• Monitored and assessed training processes to ensure alignment with established protocols.
• Collaborates with SMEs and training managers to design effective educational programs.
• Revamped course options aligning with technological advancements.
• Constructed training modules within LMS.
• Designed cutting-edge video content for educational purposes.
• Applied structured models like ADDIE to enhance training design, delivery, and evaluation.

• Developed and deployed transportation management products nationwide to partner companies.
• Coordinated on-site training sessions for local personnel and contracted transportation firms regarding new software products.
• Executed project management techniques to optimize the deployment of ATMS technology.
• Participated in crafting strategic plans designed to meet operational targets for national entities.
• Guided executives to successfully meet their goals for adoption and usage.
• Managed change processes within organizations to ensure maximum adoption and usage.
• Analyzed risks and developed strategies to mitigate them.
• Delivered training sessions to diverse groups.
• Developed captivating training activities and materials for the target audience.
• Partnered with technical staff to offer constructive feedback using user stories.

• Facilitated the training rollout for national transportation companies to integrate an advanced transportation management system (ATMS) technology called WellRyde.
• Visited national provider networks in 25 markets delivering live software training sessions.
• Executed web-based instructional events for client introduction to ATMS WellRyde solutions.
• Ensured effective resolution of technical challenges faced by external stakeholders.
• Fostered relationships between LogistiCare and its stakeholders to enhance the ATMS WellRyde program.

• Reported directly to Operations Contact Center Manager.
• Led Training and Quality Control departments
• Conducted strategic needs analysis determining optimal training areas and methods.
• Established timelines and organized trainers for effective implementation of training programs.
• Mentored trainers in selecting effective instructional methods.
• Executed regular new employee onboarding training cycles.
• Created multiple educational initiatives aimed at improving workforce skills.
• Oversaw payroll operations within the training department.
• Ensured timely completion of yearly performance assessments.
• Initiated performance improvement plans as needed.
• Collected and analyzed qualitative and quantitative training data for senior management.
• Developed comprehensive quality monitoring evaluation program.
• Successfully addressed and mitigated workplace disagreements.

• Reported directly to the Operations Training Manager and facilitated new hire training for call center staff.
• Led live instructor-led training sessions biweekly with 25 to 45 participants.
• Developed and updated training manuals, job aids, and assessment tools.
• Employed effective methods for managing classrooms, resulting in a positive training ambiance.
• Rated highly by participants for training sessions.
• Oversaw Learning Management System to track compliance with annual training requirements.

• Reported directly to Training Manager, performing quality assessments based on daily call reviews for CSRs.
• Assessed customer service call quality for broker clients including United Healthcare, Scan, and Wellcare.
• Provided coaching to employees for achieving optimal productivity.
• Proposed tailored strategies to management addressing CSR performance challenges.
• Monitored calls in Spanish and English.

• Monitored call statistics, provided weekly updates to Call Center management, and offered coaching to staff on policy adherence.
• Led Customer Service Representatives for broker clients including United Healthcare, Humana, and Wellcare.
• Supported onboarding process by providing guidance to new Customer Service team members.

• Met and exceeded monthly sales benchmarks established by AT&T.
• Addressed customer needs through effective management of sales, tech help, and network service.
• Addressed various problems, bolstering rapport between clients and the company.
• Sustained ongoing account management activities for both mobile and home product categories.
• Demonstrated swift adaptability during AT&T divisional merger.
• Mentored new hires in goal setting and earning performance-based incentives.