Stephanie Paterson
- Role
- Manager Ii, Guest Care Learning & Development at Spirit Airlines
- Location
- Melbourne, FL, US
- LinkedIn followers
- 500 followers
About Stephanie Paterson
Mastering the art of learning and development, so others can master their…
Experience
Manager Ii, Guest Care Learning & Development
Dec 2019 — Present
Leads Guest Care\'s Knowledge Management and Training initiatives by defining and executing large-scale internal programs to promote organizational effectiveness and enable the delivery of world-class Guest services-Onboarded and manages a team of Training and Development professionals, including Instructional Designers, Trainers and Communication Specialists to support Spirit\'s Guest Care division, including seven BPO providers totaling over agents with new hire and refreshing training-Directs the development and delivery of training materials for new hire and refresher training, employing ADDIE design, eLearning and Discovery Learning methodologies with the goal of developing best-in-class agents for Voice, Email, and Social Media channels-Manages the organization\'s internal knowledge base to ensure knowledge articles are designed accurately and effectively to enable consistent handling of Guest inquiries and concerns across LOBs and communication channels-Works with senior leaders in Operations, Brand, and Marketing teams to manage external knowledge base to develop guest-facing FAQs articles to enable Guest self-service and call deflection of top contact drivers.
Skills
- Corporate Training
- Management
- Instructional Design
- Online Instruction
- Student Affairs
- Public Speaking
- Customer Service
- E-Learning
- Research
- Leadership Development
- Leadership
- Data Analysis
- Public Relations
- Higher Education
- Coaching
- Recruiting
- Program Development
- Team Building
- Marketing
- Budgets
- Training
- Organizational Development
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