• General Summary
    Sherry Lukow
    Sherry Lukow
    Manager, Contact Centre and Customer Experience Training at Aviva North America
    Toronto, Canada
    LocationToronto, Canada
  • Contact Information
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  • Professional Experience
    02/2009 - 11/2010
    Led a team of senior technical trainers in the design and delivery of functional training programs in a blended learning approach to various business units, supporting the over-arching Company strategy. Selected Accomplishments• Developed team by mentoring / coaching to progress strategic and consultative business skills, building stakeholder engagement within Operations• Delivered on Operations and Customer Experience strategies through centralized learning and development that supports Aviva across North America and delivers efficiencies in scale, cost, expertise and tools• Partnered with senior business leaders and key stakeholders to support Customer Service standards and Contact Centre SLA’s through course development/offerings, on the job experience and coaching
    09/2008 - 02/2009
    Managed a team of Senior Technical Trainers in the delivery of all Personal Lines Underwriting Training across Canada.Selected Accomplishments• Designed and delivered all Personal Lines Underwriting Department Contact Centre and Customer Experience Training • Developed and maintained relationships with key stakeholders to deliver operationally effective training
    02/2008 - 02/2009
    Designed, developed and delivered Contact Centre training for the Broker Solutions CentreSelected Accomplishments• Collaborated with external vendors & internal design teams to ensure synergies in development and delivery of training materials• Maintained accurate and up-to-date training materials • Evaluated and measured the training being delivered and took action to improve effectiveness of ongoing training• Coordinated training logistics appropriately and ensured employees both locally and regionally received the applicable training in a timely manner
    02/2007 - 12/2008
    • Answer 911 calls and either handle or direct according to policy and procedures• Make immediate, sound decisions while maintaining disposition and level emotion• Dispatch officers, and monitor police activity and safety• Effectively use multiple systems to retrieve pertinent caller/suspect information for the safety of officers
    09/2003 - 12/2007
    Designed and delivered Leadership and Sales training programs. Managed and Developed Training Specialists and Designated Trainers through coaching opportunities and effective performance management.
    01/2003 - 09/2003
    Designed and delivered multiple developmental training sessions. Facilitated client-driven training sessions for on-site employees, as well as out of country client training and development.
    08/2002 - 01/2003
    Provided overall leadership, including coaching, to a team of 20 advisors. Trained and facilitated new client initiatives to team.
    05/2002 - 08/2002
    Enrolled customers in new vehicle OnStar systems. Provided information regarding OnStar services.
    09/1994 - 05/2002
    Developed Dental Office Administration course objectives, facilitated curriculum and conducted evaluations
    11/1991 - 09/1994
    Designed course curriculum. Taught all Dental Assisting Modules. Conducted evaluations
    Show All Professional Experiences (9)
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