NASHVILLE, TENNESSEE – September 27, 2012 – The Quality Assurance & Training Connection (QATC) has announced Michael Baldwin of C2 as the recipient of the 2012 Learning Development Professional of the Year Award, which recognizes a learning development professional who has shown outstanding leadership in the industry.

“We are so pleased to announce Michael as the winner of this inaugural award,” said Vicki Herrell, QATC Executive Director. “His knowledge, leadership, and vision have helped him achieve great results for his company.”

Michael Baldwin serves as Vice President, C3 Performance Optimization (PO).  In his role at C3, Michael is responsible for overseeing the company’s highly interactive and engaging training utilizing adult learning principles.

The C3 PO Team uses the company’s proprietary “Boot Camp Training Methodology” to turn training into a fast-paced, interactive, and highly retentive experience for trainees while maintaining a fun learning environment --- all with no PowerPoint presentations.  The curriculum is developed using adult learning theories and includes interactive role-plays, writing exercises, games, raffles, and other activities that keep the participants engaged throughout the entire training.  The training is supported by skill-based Call Monitoring and Coaching to ensure a closed-loop process with Training, Quality, and Coaching.  All behaviors and skills expected in the monitoring process are trained in class.  This allows Quality Assurance and Training to be calibrated on performance requirements and Coaching to reinforce and sustain specific behaviors and expectations.

Michael is effective at promoting this training philosophy with internal and external customers.  He has been instrumental in designing and developing specific learning solutions that meet stated objectives and goals.  He supports the concept of teamwork and demonstrates it whether he is leading the project, helping to design the training activities, or conducting the training sessions.  He leads by example and is always willing to do whatever it takes to ensure the success of the project and the team.

One of C3's clients wanted to move their Customer Care model from a service only model to a sales and service model.  C3 partnered with them to develop a 3-day certification training program with Michael as the Lead Trainer, and he was instrumental in the success of the launch and roll-out of the training.  Using the success of this initiative, the client was awarded the Chief Learning Officer Practice Award in 2011.

Michael has been successful in partnering with both internal and external clients to drive the differentiation of the C3 PO methodology/concept from a cultural, people, and preparation standpoint to achieve great results.  On one client program, in order to meet a short turnaround time, Michael spent one week at the client facility learning a six-week curriculum which included systems and processes and procedures, developed activities for the training, traveled overseas, and delivered the training.  He remained overseas for two months to develop a “Coaches Toolkit,” designing activities based on identified skill gaps and training the Coaches on how to run the activities and work with their teams to achieve performance.  The program is successful and has provided C3 with opportunities for increased growth.

He is a U.S. Navy Veteran who trained at the Nuclear Power Training Unit in New York. Shortly after he completed his own training, he was named an instructor where he trained hundreds of officers and enlisted personnel over the course of two years. Michael started in the call center industry in 1997 and used many of his skills learned in the Navy to excel at leadership roles and training or coaching others. Michael has worked with a variety of clients such as Wal-Mart, several Police Departments, and colleges in the Hampton Roads area including Old Dominion University and Thomas Nelson Community College facilitating workshops about diversity and inclusion.

According to Lisa Oliver, Director, Internal Development at C3, “Michael is hard-working, cooperative, and is focused on meeting and exceeding expectations.  He willingly shares success and makes everyone involved in a project feel valued and a part of the team.  He takes the time to understand people’s strengths and opportunity areas and to recognize everyone for their efforts.  This is demonstrated in his approach and interactions with clients, trainees, co-workers, and his staff.  Michael’s email sign-off includes the tag line, ‘Making life better 4 others, makes life better 4 YOU!,’ which sums up his beliefs and recipe for success.”

The other finalists were Phaedra Medus of Sentry Insurance and Jackie Lovell of VF Imagewear.

The QATC Board of Advisors selected the finalists from nominations submitted on the QATC website.  The Quality Assurance Professional of the Year award is chosen from the five finalists by the Board of Advisors and announced at the 2012 QATC Annual Conference.

About QATC

The Quality Assurance & Training Connection (QATC) is an organization devoted to facilitating education and networking opportunities among quality assurance and training professionals in the call center across all industries.  Membership in QATC is available to all quality assurance and training professionals.  Both individual memberships and corporate membership options are available, with full benefits and costs outlined on the organization’s website at www.qatc.org.