Kristen Scaffidi-Fonti
Learning and Development Manager @TTEC
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WORK HISTORY
Learning and Development Manager @TTEC
Led enterprise learning and enablement strategy for 4 key clients and 1,300+ employees, aligning onboarding, upskilling, and performance programs with organizational goals, client contracts, and operational KPIs. Owned the end-to-end onboarding lifecycle (new hire, nesting, refresher training), overseeing curriculum design, delivery, LMS execution, and continuous improvement initiatives. Partnered cross-functionally with Operations, Workforce Management, QA, and Client Stakeholders to forecast training demand, plan quarterly onboarding and CE programs, and ensure operational readiness. Led trainer performance and capability development, delivering 4.8/5 trainer satisfaction, 96% trainer observation scores against an 85% target (113% to goal), and building a 25% quarterly trainer bench through a structured development program. Drove exceptional new-hire outcomes, achieving 97% average training assessment scores against an 85% goal (114% to goal) and 90 average QA scores against a goal of 80 (112% to goal). Established standardized training governance, reporting, and compliance frameworks, improving audit readiness, data accuracy, and consistency across programs. Designed and implemented a 4-week AHT Bootcamp (1:1 live listening, shadowing, coaching, and targeted skill huddles), reducing AHT by 108 seconds (13%), with 37 of 39 agents improving, including 25 improving by 10%+, 7 by 20%+, and 1 by 32%.
EDUCATION
Fashion Institute of Technology, State University of New York
Bachelor of Science degree, Fashion Merchandising Management
ABOUT KRISTEN SCAFFIDI-FONTI
I am a senior learning and enablement leader with 10+ years of experience building and scaling high-impact training organizations across retail, sales, and customer experience environments. My background spans enterprise onboarding, leadership development, compliance training, and performance enablement - supporting multi-site, high-growth operations where readiness, quality, and productivity directly impact business outcomes. Throughout my career, I have partnered closely with executive leadership, operations, workforce planning, and client stakeholders to align learning strategy with contractual requirements, operational KPIs, and long-term growth objectives. I specialize in translating frontline performance data and learner feedback into practical, measurable learning solutions that accelerate speed-to-proficiency and sustain results at scale. I have led learning strategy and delivery for workforces exceeding 1,300 employees, overseeing end-to-end onboarding lifecycles, trainer development programs, and continuous improvement initiatives. My approach blends instructional design, performance analytics, and change management to ensure training is not only engaging but operationally effective and outcome-driven.
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