VALERIE FIEDLER
Learning and Development Leader
Philadelphia, PA
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Summary
A talented leader with strong organizational, presentation, and communication skills. Highly knowledgeable in learning and development with strong team-building skills that excels in designing, implementing and conducting training programs. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Experience
2022
Jul
-
Present
Customer Care Education Manager
CHANEL,Inc. / New York, NY
- Supports US Customer Care transition to new global omni-channel provider for team of 120 advisors Resolved training attrition by developing asynchronous modules to adapt to learner differences increasing graduation rate by 22%
- Manages Salesforce Knowledge Base catalogue of over 1000 internal resource articles; creates article hierarchy, generates accurate search results leading to greater team efficiency
- Collaborates with 3 brand divisions to support 5-7 launch initiatives per month, including all digital and social media launches, volume forecasting and LMS training material updates
- Analyzes contact forecasts to create multi-wave training schedule that ensures compliance to service level goal; initiated use of new advisor nesting phase to ensure learning support while servicing clients
- Proved successful working within tight deadlines and fast-paced atmosphere Led projects and analyzed data to identify opportunities for improvement
2021
Aug
-
2022
Jul
US Training Manager, CHANEL Customer Care
VIPdesk Connect, Inc. (CHANEL vendor) / New York, NY
- Oversaw all aspects of training and facilitation of 100+ person US CHANEL Customer Care; spanning all product divisions across chat, phone and email channels, resulting NPS score consistently above 70 throughout 2022
- Instructed and mentored five-member training team to improve class management skills and facilitation, tailoring each facilitator's style for more robust class dynamic and improved advisor engagement
- Partnered with CHANEL Corporate to calibrate to brand standards and ensured team alignment across all divisions of business
- Analyzed NPS, VOC, and management team feedback to create custom training that addressed client de-escalation, chat engagement, CHANEL verbiage and VIP relationships
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success
- Analyzed effectiveness of training programs at all levels and recommended updates to stakeholders Assessed skill gaps for employees and developed training courses to meet identified needs
2015
Jul
-
2021
Jul
Senior Training Facilitator, CHANEL Customer Care
VIPdesk Connect, Inc. (CHANEL vendor) / New York, NY
- CHANEL US Customer Care, Responsible for training client-facing Customer Care Team that grew from 25 to over 100 team members
- Facilitated virtual trainings on multi-divisional products, policies, systems, and scripting to ensure agent development and success, averaging 10 classes per year, 20-30 students per class
- Utilized impactful storytelling to share rich history and significance of CHANEL for brand enhancement
- Built new virtual classroom training modules and assessments around agent comprehension, resulting 78% retention rate of employees for first 90 days
- Continued education of existing Customer Care team to elevate service, and authored team OKRs 2015-07 - 2021-07 for evaluation and performance to meet high-level objectives
1997
Jun
-
2000
Jun
Regional Training Executive, North East
CHANEL, Inc. / New York, NY
- Managed 10-state market encompassing 120 Beauty / 300 Fragrance retail accounts for Macy's, Nordstrom's, Neiman Marcus, and Saks Fifth Avenue (NY, NJ, OH, IN, KY, VA, WVA, DC, MD, DE)
- Facilitated on and off-site training for six seasonal product launches per year and quarterly new hire training
- Ensured corporate training standards utilizing lectures, multimedia, and remote learning for groups ranging in size from 25-200 students
- Coordinated and managed budgets for all training seminar logistics including site arrangements, training materials, travel, banquet orders, visual displays, and technical set-up
- Trained staff during demonstrations, meetings, conferences and workshops Led daily, weekly and monthly coaching, counseling and feedback sessions
Education
University of Delaware, Newark, DE
Bachelor of Science: Human Resources
Skills
