Cary Cormier
Manager of Training and Quality @Tech Mahindra
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WORK HISTORY
Manager of Training and Quality @Tech Mahindra
Riverview, NB, CA
Implemented AI capabilities to training function to enhance learning and readiness for production. Introduced sandbox playground for system navigation and AI simulations to provide real life role play scenarios into training.• Developed and implement comprehensive training programs that effectively communicate key concepts and best practices to employees on supported client accounts.• Collaborate with the Operations Management team to create a structured approach to reporting and coaching in both the Quality and Training departments.• Delivered engaging, interactive training sessions that promote active learning and enable employees to apply new skills and knowledge in their work.• Monitor and evaluate the performance of employees, identified areas for improvement and developed action plans to address gaps in skills or knowledge.• Conducted regular audits and reviews of processes and procedures to identify areas for improvement and implement corrective action plans as needed.
ABOUT CARY CORMIER
Results-oriented Customer Service Leader with 20+ years of experience driving operational excellence, team performance, and customer experience strategy in fast-paced, high-volume environments. Known for delivering system-driven results through strategic planning, process optimization, and real-time execution.I am passionate about Coaching, Training, and Talent Development, with a proven track record of building high-performing teams and implementing innovative learning solutions. My leadership style focuses on empowering people, enhancing employee engagement, and aligning talent strategies with business goals.Key achievements include:* Leading and scaling portfolios with 150+ team members across multiple operational levels* Implementing AI-driven training programs to improve learning outcomes and production readiness* Introducing sandbox environments and AI simulations for realistic role-play and system navigation* Driving sales growth, quality assurance, and customer satisfaction through continuous improvement initiativesCore Skills:Leadership | People Management | Customer Experience | Sales Strategy | Coaching | Training & Development | Quality Assurance | Talent Management | AI in Training | Operational Excellence | Process Improvement\"Everything you will ever need to know about your business is in the customer experience. Consistency in what you do is key!\"
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