Learning & Development Professional

Created learning solutions for new hires and existing employees. Partnered with operational leaders and subject matter experts to tailor content to the needs of the learner and organization.

• Created learning content addressing employee policies and standards resulting in an increase in skill confidence of learners from 2.75 pre training to 4.01 post training

• Partnered with learning leaders to standardize best practices in content design and accessibility considerations

Created and drove learning strategy for an organization of 100,000 employees through targeted communication, LMS management, content curation and strategic partnership with business leaders. Consulted with stakeholders to identify implementation needs. Managed project launches of learning content.

• Designed and implemented annual plan for recursive training needs to meet Federal, State and Local requirements addressing topics including sexual harassment prevention, waste management, employee safety and EEO guidelines

• Curated learning content from multiple modalities and platforms into targeted learning paths addressing leadership development, corporate policies and company processes

• Drove annual completion of required compliance training from 79% in 2019 to 97% in 2020

Created learning solutions for new hire curriculum and launch initiatives. Collaborated with project leaders and subject matter experts to ensure training content is accurate and complete. Applied instructional design methodology to enhance learning retention. Facilitated course orientation and train-the-trainer sessions for newly created learning solutions.

• Created eLearning and facilitator-led training to meet key business objectives and improve performance

• Designed core new hire curricula for various front-line audiences

• Developed desktop automation support for multiple billing systems through Leo

Coordinated with peers to ensure standardization of content and delivery methods for training programs. Partnered with department leaders to drive change during new product launch training. Increased technical and sales skills for learners by adjusting delivery techniques. Observed and coached team members to strengthen training effectiveness.

• Standardized regional documentation for order entry, troubleshooting processes and billing codes

• Built agendas and assessments for a 2-week conversion course and a 7-week new hire course

Conducted new hire and refresher training courses for five Local Service Centers. Managed the On-The-Job training program for assigned sites, including mentor selection, training, development and reporting processes. Facilitated management training sessions reviewing policy and procedure changes.

• Created and implemented a multi-site On-The-Job Trainer program

Coordinated and evaluated training initiatives for an eight hundred fifty seat call center servicing seven clients. Created and implemented incentive, scorecard, training and mentoring programs to improve overall quality. Served as a liaison between the Operations and Human Resources teams to retain and grow client relationships. Analyzed and strategically improved hiring, on-boarding, training, nesting and quality measurement procedures. Facilitated training effectiveness surveys and focus groups. Collaborated with stakeholders to enhance site quality, agent morale and career-pathing.

• Reduced annual training attrition by 19% in first year

• Created and implemented interpersonal skills new hire curriculum and a comprehensive trainer bonus program

Facilitated all UPS Supervisory Skills and Train the Trainer certifications for a thousand plus seat call center. Created and conducted training programs to address quality deficiencies and improve supervisor performance. Communicated missed elements and other drivers of quality to site leadership and developed performance improvement initiatives.

• Assisted in increasing annualized site performance to acquire new lines of business and grow headcount

• Recognized as site top performer for three consecutive quarters