Shawna Mc Grath
About Shawna Mc Grath
Shawna McGrath is a Training Coordinator at the Government of Canada, responsible for updating training materials for agents at the Provincial Vaccine Contact Centre. With over 20 years of experience in the call center industry, she has developed training programs for more than 750 agents since joining in 2021.
Work at Government of Canada
Shawna Mc Grath has been serving as a Training Coordinator at the Government of Canada since 2021. In this role, she is responsible for updating reference materials utilized by agents at the Provincial Vaccine Contact Centre. Her work involves coordinating training efforts to enhance the skills of agents, ensuring they are well-equipped to handle inquiries effectively. Shawna collaborates with a small team to facilitate the delivery of training programs, contributing to the overall efficiency of the contact centre operations.
Education and Expertise
Shawna Mc Grath studied at the Toronto School of Business, where she achieved the General Secretary designation from 1997 to 1998. Additionally, she completed her secondary education at Bayside Secondary School, graduating with a Grade 12 diploma from 1991 to 1995. With over 20 years of experience in the call centre industry, she specializes in customer service and training coordination, demonstrating a strong foundation in both education and practical application in her field.
Background
Shawna Mc Grath has a diverse background in customer service and training. Prior to her current role, she worked at Nexicom Inc as a Customer Service Representative for a brief period in 2019. Her experience in the call centre sector has equipped her with the skills necessary to develop and deliver effective training programs, which she has successfully implemented for over 750 agents at the Provincial Vaccine Contact Centre.
Achievements in Training Coordination
In her role as Training Coordinator, Shawna Mc Grath has developed and delivered training programs for more than 750 agents at the Provincial Vaccine Contact Centre. She monitors key performance indicators to identify areas for improvement and coordinates additional training to enhance quality assurance scores. This focus on performance metrics ensures that the training provided is aligned with the operational needs of the contact centre.