Vicky Egan, Senior Consultant

Egan-Vicky-174-4After joining RCDA in 2015, Vicky Egan led the project management and instructional design efforts around the customer experience program for AT&T/DIRECTV. She is currently project managing the integration of the AT&T/DIRECTV call center leadership content and training execution.

Vicky is a learning and development professional expert with more than 25 years of experience. This includes global learning and development, call center management, learning technologies, instructional design, performance improvement, training project management and leadership development. She is a proven leader who drives excellence through disciplined planning, execution, measurement and continuous improvement.

She has unique expertise in helping off-shore and near-shore call centers integrate American culture, language and rapport-building into their business communications. Through accent neutralization and cultural immersion coaching, she helps outsourcers learn how to connect with American clients and drive a superior customer experience.

Vicky started her career in call center management with American Express, leading the Group, Incentive and AARP travel departments. She was integral in introducing one of the first online corporate meeting registration processes, reducing handle times by more than 30%. She earned the American Express Pacesetter award for excellence in employee performance.

In 1998 she took over as the training and quality director for TRX, a leading travel technology and contact center outsourcer. She was responsible for a team of 50 leadership and development professionals while supporting major travel companies including as Expedia.com, Hotwire.com, American Airlines and Delta Air Lines. She was a founding member of the Expedia Training Steering Committee, whose role was to bring consistency in training development and delivery across the Expedia vendor network. Her team spread across three continents and six countries.

Vicky served as senior director of education services for Allscripts (formerly Eclipsys), leading the client-facing training initiatives. In this role she was responsible for a 40% increase in Education Services revenue by increasing the frequency of training classes and rolling out computer-based training. Most recently, she was director of learning and development for Clear Harbor. In this position she was the executive leader of Clear Harbor’s Learning and Development department with oversight of more than 70 training and quality staff, new-hire onboarding, and process and leadership development initiatives in the company’s outsourced call centers.

She was part of the inaugural CPLP certification program with ATD (formerly ASTD) in 2006. She was one of only 300 people nationwide initially to receive the prestigious certification.

Vicky actively participates and contributes to ATD certification and organizational development initiatives. Her passion for excellence, discipline and collaborative nature gets results for her clients and customers.