Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Vanessa Vercoe

Vanessa Vercoe

Saint Paris,OH

Summary

Over 16 years of experience in training delivery, leadership development, and quality assurance at Teleperformance, with expertise across automovitce, telco, travel and hospitality, BSFI, collections, sales, and customer service sectors. Demonstrated ability in data analysis and process improvement, resulting in effective training solutions that enhance performance and accelerate proficiency.

Accomplished in diversifying training programs and expanding course offerings to handle larger numbers of enrollees. Well-versed in developing courses for new topics and adjusting existing classes to meet changing demands. Hardworking and disciplined leader with advanced conflict resolution skills, good organizational abilities and proactive approach.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Director of Training and Development

Allianceonellc
SAINT PARIS, OH
04.2024 - Current
  • Oversee all client and company training, development, and quality assurance programs for the country of Jamaica, with training programs for over 2,500 employees on more than 50 accounts.
  • Established processes of measurement and standardized reporting.
  • Conducted assessments of existing training programs, identified areas for improvement and created strategies for implementation.
  • Created a library of instructional materials and resources for use by trainers and learners.
  • Established key performance indicators for evaluating the effectiveness of the company's quality management system.

Director of Training and Quality

Teleperformance
10.2019 - 04.2024
  • Oversee Client and Company virtual and brick and mortar training and quality for front line BPO customer service representatives on multiple lines of business.
  • Improved performance KPIs for employee readiness within first 30 days post training by 5%.
  • Collaboration with nesting and operations to develop leadership training for overall skill gap improvement based on quantitative QA results.

Sr. Training Manager- Global Master Trainer

Teleperformance
01.2015 - 01.2020
  • Oversee Training Managers on AT&T to ensure Client and Company training delivery met quality standards.
  • Developed mechanisms for measuring training effectiveness and created processes to ensure efficiency.
  • Developed, implemented leadership development programs to ensure support of our front line staff.

Education

BA - Religion

Wittenberg University, Springfield, OH
05.2017

Skills

  • COPC Lean Six Sigma Yellow Belt certified
  • Training program design
  • Data analysis
  • Leadership development
  • Process improvement
  • Client relationship management
  • Effective communication
  • Microsoft Office Suite
  • Training facilitation
  • Needs assessment
  • Learning management systems
  • Virtual training platforms
  • Remote employee training
  • Process improvement
  • Implementation specialist
  • Coaching and mentoring
  • Project management
  • Workforce development
  • Performance management
  • Adult learning theory
  • Quality control
  • New hire orientation
  • On-the-job training
  • Training ROI analysis
  • Team development strategies
  • Sales leadership development

Certification

  • COPC Lean Six Sigma Yellow Belt Certified

References

References available upon request.

Timeline

Director of Training and Development - Allianceonellc
04.2024 - Current
Director of Training and Quality - Teleperformance
10.2019 - 04.2024
Sr. Training Manager- Global Master Trainer - Teleperformance
01.2015 - 01.2020
Wittenberg University - BA, Religion

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