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Director of Learning and Performance Resume Example

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DIRECTOR OF LEARNING AND PERFORMANCE
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
  • MS Office
  • Collaboration
  • Cultural awareness
  • Interpersonal Communication
  • Teamwork
  • Relationship building and retention
  • Policy and Procedure Development
  • Performance Metrics Analysis
  • Financial Management
  • Organizational Development
  • Learning Programs
  • Developing Curriculum
  • Needs Assessment
  • Problem Solving
  • Report Findings
  • Decision Making
  • Strategic Thinking
  • Instructor Coaching
  • Technical Assistance
  • Program Development
  • Management
  • Curriculum Development
  • Program Planning
  • Strategic Initiatives
Work History
Director of Learning and Performance09/2009 to Current
Company Name – 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.
Director of Training and Recruiting 02/2008 to 02/2009
Company Name – 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.
Director of Training, North America01/2000 to 06/2006
Company Name – City, State
  • Participated at strategic and operational level to develop and strengthen learning and development services to achieve goals of business units.
  • Directed team of Senior Training Managers, Quality Analysts, Instructional Designers, and Performance Consultants in 8 regions of North America in over 50 sites. Set strategy and direction for supporting strategic goals of business units including financial services, technology, telecommunications, healthcare, and customer service.
  • Developed surveys to identify training needs based on projected production processes and changes.
  • Directed field training to enhance participants' skills.
Director of Staffing and Employee Development05/1997 to 01/2000
Company Name – 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
MBA: Healthcare MarketingUniversity Of Phoenix- City, State
Bachelor of Arts: Human Resources And Organizational BehaviorUniversity of Phoenix- City
No Degree: Speech And CommunicationsCentral Arizona College- City, State
Certifications
  • Certified Talent Development Professional (CPTD), ATD - 2015 to present
  • Certification in Adult Learning, Association for Talent Development, 2020
  • Chief Learning Officer Accelerator Program, 2021
  • Certificate: Instructional Design, Articulate Storyline 3.0
  • Certificate: Creating Leadership Development Programs, 2021, ATD
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Resume Overview

School Attended

  • University Of Phoenix
  • University of Phoenix
  • Central Arizona College

Job Titles Held:

  • Director of Learning and Performance
  • Director of Training and Recruiting
  • Director of Training, North America
  • Director of Staffing and Employee Development

Degrees

  • MBA : Healthcare Marketing
    Bachelor of Arts : Human Resources And Organizational Behavior
    No Degree : Speech And Communications

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