ServiceNow

EMEA Onboarding Programs Senior Manager

Salesforce

Global Sales Onboarding Manager

Sales Enablement Manager

Sage

Sales Enablement Lead

Building an incredible team to bring SAGE Business Cloud to Business Builders worldwide!

Learning And Development Specialist

Abbott

Embedded interactive learning culture through creation of global “Train the Trainer” program

Increased Subject Matter Expert productivity by identifying opportunities for, and creating interactive e-­learning courses, reducing training delivery time and learners time to contribution

Equipped staff for major product suite launch by leading teams in creation of Systematic On-­the-­Job training “Learning Workbooks” thereby facilitating increased output with lower production costs and faster time to market

Led cross functional teams in authoring “Process Picture Maps” point of use documents covering topics as diverse as complex machine operation and working in sterile environments, always incorporating safety and productivity risk identification and elimination

Ensure learning materials current in accordance with ever­-changing regulatory demand from existing and developing world markets

Interviewed and collaborate with Subject Matter Experts and stakeholders to produce accessible, goal­-oriented, best in class learning materials

Reduced time­-consuming errors by driving adoption of cloud based applications

Successfully managed virtual team relationships, balancing varied requirements across continents and cultures

Quality Assurance as member of peer review and document-control groups

Learning Materials Developer

The Source

Sales Consultant & Sales Coach

eircom

Designed & delivered training programs countrywide to 500+ sales and service personnel working across contact centre, retail & SME and enterprise field teams

Training lead for the launch of eMobile, DSL Broadband, Eircom Total ICT & eircom Cloud Services 

Created training materials & delivered training on various applications incl Salesforce, MS Sharepoint, MS Outlook, Siebel, AS400 plus basic computer skills

Organised & led New Hire training programs, also managing their operational needs

Administered a competency based certification program generating reports & analysis for management from first line to director level

Created online evaluations & workshop exercises to embed knowledge and measure intervention effectiveness

Product and services expert providing presales support and solution design coaching

Collaborated with Sales Management to identify and reduce underperformance

Significantly reduced queries through effective management of a knowledge library on MS Sharepoint & taking ownership of internal communications to B2B teams, 

Featured speaker on leveraging internet technologies at Chambers Ireland roadshows

Ensured continuous improvement of programs based on multisource feedback

Initiated and facilitated inter-departmental process reviews resulting in reduced order fulfillment times and increased ticket closures

Training and Development Specialist - Sales & Service

Empowering Sales Teams to Grow and Succeed!

Passionate, results focused Sales Enablement professional. Proven ability to deliver measurable change through instructional, facilitated and virtual delivery, always fostering engagement & enthusiasm. Consistent, high quality program design informed by insightful interviewing of subject matter experts (SMEs) and empathetic understanding of stakeholder needs. A consultative, decisive leader who delivers ongoing improvements in work practices and performance to metrics. Highly proficient on Salesforce.com, Storyline Articulate, multiple learning management systems (LMS) and webinar applications.

Specialties:
• Training needs analysis ensuring clearly defined objectives & value for time invested
• Multimodal learning interventions to maximise impact and retention
• E-Learning solutions delivery
• Driving continuous improvement

If 2023 was the year of GenAI experiments and the novelty of new technology, 2024 is definitely the year to focus on driving real business value and outcomes that matter. While we have over 20 GenAI use cases in production across many departments, I thought I would share my top 3 where we have seen material business results. In just 120 days since implementing these GenAI solutions, we’ve  seen ~$10 million (annualized) in tangible benefits and enhanced productivity equivalent to 50 FTEs by:  

1️⃣ Boosting customer and employee self service by allowing them to get answers without direct human involvement. GenAI is saving valuable time for employees and customers with fewer cases making their way to the help desk and customer service center. At ServiceNow, GenAI is enabling a 14% jump in employee self-service and 10% in customer self service.    

2️⃣ Boosting employee productivity by automating tedious tasks. With GenAI, agents have more time to focus on the unique, complex cases that require human empathy and judgment. This increases job satisfaction and improves service for customers and employees. By generating resolution notes and using summarization with Now Assist, our agents are saving 6 hours a week. 

3️⃣ Enhancing developer productivity by generating code and creating automated workflows. GenAI allows developers to execute tasks more efficiently and accomplish more in less time. At ServiceNow, our developers are showing a 5% gain in weekly productivity hours and a 48% code generation acceptance rate. In the last two weeks, ~50% of automated workflows were generated by Now Assist text to workflow. 

In addition to the value metrics, it's been critical to measure adoption and sentiment along the way. We're in such early innings with GenAI and I’m super excited about how quickly this space is evolving.    

It’s still the early days but already we're seeing the transition from GenAI experimentation to real-world business outcomes and value metrics. If you’re interested, I talk more about how ServiceNow is realizing the benefits of GenAI in my new article:  https://lnkd.in/gQGG7kwP.

Paul Keelan

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