Joyce Giddens

Background

About Joyce Giddens

I am an innovative learning and development customer experience focused global leader with 20+ years of contact center learning & development experience; 10 years which include managing and leading high performing L&D, Quality Assurance, and Knowledge Management teams. Throughout my career, I cultivated and implemented a variety of business applications from system processes to skill enhancement and leadership development. I incorporated a wide array of quality and training delivery system applications on multiple platforms to deploy an effective blended learning approach. While working for Fortune 100 companies like Coca-Cola and Thyssenkrupp, I became a creative strategist who launched and coordinated multiple projects while managing restrictive timelines and budgets. I am an expert in creating learning and quality programs from conceptualization to deployment as I have done successfully with the BayCare Health Systems. Upon further review of my resume, you will discover that my background includes the implementation of comprehensive multi-million dollar learning and quality programs for over 1200 internal employees across the Americas, Canada and Germany. I developed a comprehensive Quality program for 40 multi-functional contact centers across several hospital lines that influenced and changed the future direction of the company vision. As a certified Customer Experience Leader through the University of South Florida, I expanded an enterprise level of understanding of the most critical customer touchpoints across the customer’s journey. A listing of my core competencies includes: • Global Learning and Performance • Leadership and Organizational Development • Strategic Planning and Deployment • Master Facilitator • Employee Recruitment and Retention • Compliance Management • Change Management • Quality Management • Knowledge Management • Customer Experience Implementation Technical Skills and Program Experience: Windows, Microsoft Office, BASIS, BOSS, COLA, Blue Pumpkin, JUBI, CRM, Cisco, Avaya, P-synch, Knowlagent, WebEX, HRIS, LMS, Salesforce, SharePoint, NICE Engage, Verint, CONA, LinkedIn Learning, Skill Soft, Harvard Manage Mentor and a variety of other Learning Management Systems In closing, I am available to discuss new opportunities and am willing to relocate for the right position. My email address is jcgiddens13@gmail.com and phone number is 813-629-2557 if you wish to discuss my background further.