Senior National Training Manager
Q: Please describe your role in the company and why it is important.
A: My role as the senior national training manager is to oversee the training of the sales and outreach department. This includes developing training materials for the trainers/installers, outreach specialists, account managers, and outreach managers. I feel my role is important to ensure we have standardized and up-to-date training materials for the sales and outreach employees who are located throughout the nation.
Q: What do you bring to your role that adds value to the company?
A: I bring my years of experience with Sorenson and CaptionCall. I have held several different roles that have provided me with valuable learning experiences that I can share with others. In July 2010, I started as a captioning agent with Sorenson IP Relay (SIP Relay). Then in November 2010, I was hired on with CaptionCall as the first trainer/installer for the company. At that time, there was no such thing as a national training manager, so I had to quickly learn on my own how to install the CaptionCall phone and train the customers on the captioning service and the various features of the phone. Later, in April 2011, I was promoted to outreach manager and to overseeing a team of trainers. This is when I started developing my own training materials for my team and started sharing them with other teams. In March 2013, the national training manager position was created. In this position, I was able to develop official procedure manuals for the sales and outreach department nationwide.
Q: What does the Americans With Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing?
A: When I think what the ADA provides for people who are Deaf and hard-of-hearing, two words come to my mind – INDEPENDENCE and CONFIDENCE. As a CaptionCall trainer/installer, I was able to see first-hand how impactful the ADA was for our customers. I can see the joy on our customers’ faces as they make phone calls to their family members or doctor. They no longer have to ask someone else to make those calls for them. They feel confident knowing they won’t miss any words when they call their family members, friends, or a doctor. The independence and confidence the CaptionCall service gives them changes their day-to-day lives!
Q: Please describe how regulations (the government rules) impact what we do as a company.
A: The FCC regulations impact everything we do at CaptionCall. When developing training materials, it is imperative that we clearly explain these FCC regulations and make sure they are followed by all employees.
Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?
A: Trying to keep up with change! I learned many years ago that the only thing that is permanent is change. With new products, new product features, a new CRM, and new company/FCC policies and procedures, it is a daily challenge to keep up with all the changes. All these changes must be updated in our procedure manuals and we must also provide quality training so that employees are up to speed and ready to handle these changes.
Q: What is the best part of your work?
A: The best part of my job is working with our customers! I thoroughly enjoy accompanying trainers/installers on customer visits. It is such a joy to watch our customers use the CaptionCall phone for the first time. It is fun to watch their reaction as they see the captions come across the phone screen, and then to see customers’ happy tears start flowing as they talk to a loved one they haven’t spoken to in years! That is the best experience! I love that I work for a company that provides such a wonderful service for our customers and that gives them independence and confidence on the phone!