Title: Contact Center Trainer

Company: LEGO Systems

Education: Bachelor's degree in theater performance, SUNY Stony Brook University

Twitter: @Manderzleigh

Marschall designs and delivers training on a wide range of topics for contact center employees, including systems training, call handling, new product training, building customer rapport, and leadership development. She also runs induction training programs for staff who are hired for the toy company's holiday rush.

While her days are mostly spent running training sessions, Marschall also is responsible for working with stakeholders to determine training needs several months in advance.

What has been your biggest professional achievement?

Although I continue to be very proud and pleased to have entered this company at an entry-level position and worked my way up to this job in a short time, I would have to say my biggest achievement was when I was asked to be a speaker for the Northeast Contact Center Forum winter conference.

I was able to present LEGO training strategies to a number of my peers and help them come up with exciting learning strategies for their organizations. I've been a trainer for just over three years and never thought I would be presenting to such a large group of talented and accomplished individuals.

Staying Current in the Field

I have found that sometimes the best way to stay up to date is to talk to many people, from many companies, from many parts of the world and learn how they are using tools and tactics in their workforce. This is where some of my greatest ideas have come from.


I find myself on TD.org whenever I have any questions about the profession or I'm looking for inspiration. Other websites I go to are OCTanner.com and KenBlanchard.com.

On the Evolution of Training

In the next five to 10 years I see the role of the talent development professional morphing into more of an e-learning creator and facilitator. Although I do believe we will still facilitate in front of classrooms, and meet one-to-one with employees, the world we live in is very "go, go, go." Often employees cannot see the benefit of sitting in a classroom for hours when they could be at their desks learning.

We must find a balance of classroom training and e-learning. Once we do, I see the future of our field being rich with opportunities for different learning styles and different work environments.

Advice for New Trainers

Don't lose your passion. Unfortunately, it can be hard to keep that passion alive when the struggles, stresses, and responsibilities of work life get in the way. But the moment we lose our passion is the moment we lose our positivity, drive, and learners.

When you feel the passion burning out, do something in that moment for you. Read a passage from your favorite book, look up inspirational quotes or tweets from those you admire, look back at a training session you put together and loved, or just reach out to another L&D professional and talk about why you love what you do.

Favorites on Twitter

Kevin Carroll (@KcKatalyst), whose tweets constantly remind me about the power of play and help keep my passion and smile alive; and Arianna Huffington (@ariannahuff), whose tweets give me permission to have "me time" and sleep in occasionally instead of answering work email.