Major Product/SVS:
Marketing; Customer service
Affiliations Awards:
MN Call Center Association; ASTD
Throughout the duration of your career, what was the one highlight that stood out the most?:
The highlight of her career was receiving her training generalist certification, which allowed her to advance her credentials while still working full time.
What Does He/She Attribute Success To:
She attributes her success to her mentors, including Debi Steinkarus; current executive vice president of customer service; Dave Reiss, current director of US operations; as well as Stephanie Kennedy, her old manager.
Why did you become involved in your profession or industry?:
She became involved in her profession because after covering for a co-worker on leave as a group lead at the call center, and having that same co-worker recommend her for a promotion due to her stellar performance in the position.
Extended Bio Profile:
One of her greatest challenges at this point is having a double workload due to working in dual positions as both an account manager on the operations side and training manager on the customer service side. In addition, her department also had to successfully maintain a department after laying off five out of seven trainers due to the economy. They did this by incorporating other employees who could serve as subject matter experts in their particular area to assist with various areas of the training process.
Position Responsibilities and Duties:
Initiating sales contacts; Acquiring new contacts; Overseeing project management; Managing a team of on-call trainers for the U.S. and Canada
Education Certifications:
Certification, Training Generalist (2003)
Awards/Honors:
Excellence in Training Development; MECA
Where Will You Be In 5 Years:
In five years, Ms. Hanken hopes to institute and develop an e-learning platform.