director of learning and performance resume example with 20+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Experienced talent development leader, committed to exceeding the strategic goals of the business through innovative, engaging learning solutions, strong leadership development processes, and innovations that drive continuous improvement, streamline costs, and enhance procedures. Cultivates long-lasting relationships with fellow business leaders to strengthen talent development success. Motivational leader with top-notch communication, organizational and strategic planning abilities.
Skills
Collaboration and Teamwork
Relationship building
Policy and Procedure Development
Performance Metrics Analysis
Financial Management
Organizational Development
Learning Programs
Curriculum Design and Development
Needs Assessment
Decision Making
Strategic Thinking
Program Development
Strategic Initiatives
E-learning proficiency
Understanding of client business requirements
Strong Collaborator
Adult Learning Principles
Continuous Improvement
Business Acumen
Active Listening Skills
Learning Strategy
Evaluation
Verbal And Written Communication
Curriculum Design
Designing
Work History
09/2009 to CurrentDirector of Learning and PerformanceCoventry Health Care Workers Compensation Inc. | City, STATE,
Collaborate with Operational Leadership to achieve business results aligned with organizational strategy, goals, and objectives.
Maintain departmental performance through focused team operational reviews, structured coaching and managing to enterprise targets.
Consistently delivered learner satisfaction of 95% or better, Return on Expectations (ROE) at 100% or better, and continuous improvement in time to proficiency post-training.
Strengthened medical bill review, clinical, pharmacy and overall operations performance through robust onboarding, hands-on new hire training with focus on delivering "content in context", and continuous performance support initiatives.
Developed strategies to reduce expenses, creatively deploy technology, and lead process improvement initiatives on regular basis.
Measure success using methodologies such as Kirkpatrick and Phillips, report results as aligned to organizational goals and objectives.
Positively impact overall talent development strategies through ongoing technical training, leadership and coaching skills, and personal development programs for all employees.
Leader for Diversity, Equity, and Inclusion Employee Resource Group
Communicate all learning and performance metrics/results to executive leadership.
02/2008 to 02/2009Director of Training and Recruiting TRG Customer Solutions | City, STATE,
Successfully directed staffing and training for several new large contracts (Apple, AT&T, and Verizon FIOS). Onboarded over 800 representatives in less than one year in three US locations.
Partnered with Apple to set up full laboratory in Bend, OR, for technical testing and "break me" scenarios for technical agents.
Hired and trained teams of technical trainers to support contacts and managed vendor training partners to ensure quality and
Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
Operated and maintained applicant tracking and candidate management systems.
Maintained in-depth understanding of telecommunications call center trends and hiring desires.
Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
01/2000 to 06/2006Director of Training, North AmericaConvergys | City, STATE,
Develop and strengthen learning and development services to achieve goals of business units.
Developed surveys and measurement tools to identify training needs based on projected production processes and changes.
Directed field training to enhance participants' skills.
Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Assessed skill gaps for employees and developed training courses to meet identified needs
Analyzed effectiveness of training programs at all levels and recommended updates
05/1997 to 01/2000Director of Staffing and Employee DevelopmentKeane | City, STATE,
Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
Devised hiring and recruitment policies for over 2000 employees.
In partnership with Microsoft, implemented and successfully operated Certified Technical Education Center (CTEC).
Directed work of 35 direct reports in recruiting and training for technical support of clients such as Microsoft, Cisco, Dell, and more.
Liaised between multiple business divisions to improve communications.
Developed succession plans and promotion paths for all staff.
Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
Managed recruitment team and educated and mentored new advisors.
Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
Develop and deliver ongoing technical training and personal development classes for staff members.
Education
Expected in to to MBA | Healthcare MarketingUniversity Of Phoenix, Tempe, AZGPA:
Expected in to to Bachelor of Arts | Human Resources And Organizational BehaviorUniversity of Phoenix, Tucson, Arizona, GPA:
Expected in to to No Degree | Speech And CommunicationsCentral Arizona College, Coolidge, AZGPA:
Certifications
Certified Talent Development Professional (CPTD), ATD - 2015 to present
Certification in Adult Learning, Association for Talent Development, 2020
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