Jeremy Tarshis

Global Training Team Leadership: Directed training operations for a team of 20-25 in the Philippines and India, driving improvements in agent performance and customer experience through strategic training initiatives.

LMS Administration & Oversight: Managed Absorb Learning Management System (LMS) for 1,500 employees across 3 countries, optimizing content deployment and user management to support global training objectives.

Redesigned New Hire Curriculum: Spearheaded a comprehensive overhaul of the new hire training program, aligning it with KPIs (net promoter score (NPS), average handle time, revenue contribution) to enhance agent proficiency.

High-Impact Training Modules: Developed and implemented product training programs for high-profile launches, ensuring teams were prepared under strict NDA and embargo conditions.

Comprehensive Curriculum Development: Created and maintained training materials for procedural/process education, sales and product launches, and ongoing upskilling to ensure knowledge proficiency.

Cross-Functional Collaboration: Partnered with Samsung teams on policy changes, sales events, product launches, and CRM migrations for the contact center.

NPS Improvements: Teamed with operations to analyze NPS trends, creating refresher training that increased agent proficiency, reduced handle time, and raised NPS from 48 to a record-high 72.

AI Product Launch Training: Developed specialized training for Samsung’s first AI-enabled phone, co-creating materials, role-play scenarios, and proficiency assessments, leading to a 13% YoY revenue increase in Customer Service.

Cybersecurity Training: Developed the company’s first mandatory cybersecurity training curriculum and eLearning module for 7,000 global employees in 10 languages, achieving 87% satisfaction and a 40% reduction in cybersecurity intrusions.

Office 365 Training Revamp: Overhauled Office 365 training with a project-based scaffolding approach, increasing attendance by 150% and satisfaction to 92% while improving app proficiency and employee performance.

Project Management: Leveraged Monday.com to streamline and manage learning and development (L&D) projects across departments, boosting efficiency and output.

Technical Writing: Authored 50+ articles, guides, and handouts for the ServiceNow Knowledge Base, increasing agent efficiency and reducing customer support tickets.

Multimedia Learning Tools: Created instructional videos, podcasts, and infographics to enhance learning accessibility across various subject matter areas.

Live Video Production: Led the production of live video broadcasts for company town halls, announcements, and meetings, reducing overhead costs on third-party services.

New Hire Onboarding: Facilitated training for 200+ employees in 12 months to support the launch of a new call center, using a blend of instructor-led (ILT) and virtual instructor-led training (VILT) methods.

Training Program Revamp: Contributed to the overhaul of new hire training across multiple domains, aligning curriculum with business objectives, improving learning outcomes and employee satisfaction.

ITL to VILT Conversion: Partnered on the conversion of ILT curriculum to VILT formats to accommodate internal virtual employees and outsourced partners.

Employee Upskills Training: Delivered ongoing upskill training programs across multiple subjects, boosting employee retention and fostering internal career mobility.

Learning Outcome Assessments: Wrote and revised several Level 2 assessments as part of content rework, improving the accuracy of learning outcome measurements and enhancing the evaluation of knowledge transfer.

New Hire & Upskill Training Delivery: Facilitated new hire and upskill training across various domains, fostering career growth and development for new and existing employees.

VILT Curriculum Development: Designed a VILT curriculum to onboard new customers onto the Dealertrack Dealer Management System (DMS), enabling a smooth transition for the customer-facing training team.

Digital Assessment: Revised and converted existing Level 2 assessments into a new assessment solution, improving data on learner outcomes and ensuring more accurate performance tracking.

Contact Center Training Facilitation: Presented multiple training sessions for contact center employees, focusing on soft skills, case writing, and conflict resolution.

Customer Training: Delivered new user product classes for Samsung customers to support adoption of Samsung products, leading to increased sales and brand loyalty.
Account Management: Regularly interacted with store leadership to increase product awareness, create brand loyalty, and support the business relationship between Samsung and Best Buy.
Brand Management: Responsible for ensuring product displays and store presentation aligned with Samsung corporate marketing objectives.
Product Training: Trained Best Buy employees on product features and benefits leading to increased advocacy from employees to recommend and sell Samsung products.

2018-2020

2007-2010

2023