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director of change management and training resume example with 17+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Energetic, driven, Director of Change Management and Training, experienced in executing detailed client gap analysis, and extensive enterprise client platform onboarding and adoption. Accomplished in the development of solutions to meet personalized customer needs. Leader in implementing change and helping companies create long-term process control. Strong collaborator with excellent verbal and written communication skills. Offering a long track record of success in building relationships and helping my employer implement solutions to exceed expectations.


Seeking a remote position with a reputable company of integrity to enhance customer experience, increase loyalty, and win my employer a customer base of raving fans.

Skills
  • Unique ability to hear and understand client concerns in order to facilitate solutions
  • Expert trainer skilled at taking complex software and creating simplified onboarding solutions
  • Project management experience to include product partnerships and API integrations, collaborating closely with product management
  • Change management expert with the ability to help executives craft pathways to adopt software successfully
  • Skilled at working with Executives- including relationship building, developing onboarding and change management road maps, and conducting executive-level meetings
  • Experience working in the Software as a Service (SaaS) industry with large enterprise customers
  • Ability to thrive in high speed, high-pressure, and rapidly moving environment
  • Strong data analytics and problem-solving skills
  • Passionate about creating raving fans for my employer’s business through relationship building with integrity
Education
Indiana Institute of Technology Fort Wayne, IN Expected in 01/2002 Bachelor of Science : Business Administration And Marketing - GPA :
Work History
State Of North Carolina - Director of Change Management and Training
Yanceyville, NC, 05/2020 - Current
  • Led/managed team effort to create “sticky” customer methodology for XBE to increase current customer utilization of platform offerings elevating XBE’s software solution to provide customers deeper value.
  • Managed communication between customers and software engineering team to develop targeted, customer-focused product and continual software improvement efforts.
  • Facilitated in-house change management efforts for enterprise software clients to improve product implementation compliance.
  • Created repeatable processes driving operational improvements resulting in savings and improved customer on-boarding experience.
  • Gathered requirements from customer ownership, executive teams, and end-users including detailed gap analysis to craft training and usability documentation for on-boarding and ongoing support.
  • Developed essential documentation for customer-facing communications to facilitate the success of operations and project management meetings, including executive-level meetings.
  • Provided extensive data analysis to customers and ownership.
  • Established business relationships with executive-level customers in order to provide ongoing understanding of platform utilization and roadmaps for future adaptation.
  • Managed projects to make meaningful platform enhancements in order to increase the portfolio of solutions that XBE offers to enterprise customers.
Wealth Advisors Group - Director of Operations and Marketing, Compliance
City, STATE, 01/2015 - 05/2020
  • Leveraged knowledge of industry and client relationships to guide client understanding of the value of my employer’s organization.
  • Led revitalization efforts in operations and marketing to bring about targeted client centered results.
  • Created, organized, and optimized daily operational workflows to provide consistent service across operations department.
  • Managed Redtail CRM database, including troubleshooting, maintenance, updates and report generation.
  • Produced high-quality templates for documents, spreadsheets and presentations.
  • Hired, trained, managed, and developed operations staff. Established and monitored goals, conducted performance reviews and administered salaries.
  • Managed marketing efforts, including social media, development of multiple websites, event management, ad and brochure content, and prospect funnel for staff of 5 full time agents to boost customer numbers and market penetration while enhancing engagement and driving growth.
  • Boosted team productivity and efficiency enterprise-wide by leading effort to research, implement and leverage software solutions.
  • Implemented improvement initiatives and compliance testing program to monitor and identify possible compliance gaps.
Lighthouse Wealth Management - Office Manager
City, STATE, 01/2005 - 01/2015
  • Led effort to automate client correspondence, record tracking and data communications.
  • Enhanced collaboration between team members and clients by preparing meeting materials and taking clear notes to distribute to stakeholders.
  • Performed billing, collection and reporting functions for office accounting including payroll. Managed vendor relationships.
  • Aggregated and analyzed data related to administrative costs to prepare monthly and quarterly budgets for management.
  • Managed CRM database, including troubleshooting, maintenance, updates and report generation.

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Resume Overview

School Attended

  • Indiana Institute of Technology

Job Titles Held:

  • Director of Change Management and Training
  • Director of Operations and Marketing, Compliance
  • Office Manager

Degrees

  • Bachelor of Science

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