Consumate Learning professional who creates strategic alliances with organization leaders to effectively support key business initiatives and improve overall performance of employees. Dynamic leader, strategic thinker and outstanding service provider who consistently motivates others toward success.
Adult Learning Principles
Facilitator Skills (Classroom and Virtual)
Analysis of Performance Gaps
Measurement of Training Effectiveness
Learning Management Systems
Director of Training04/2015 to CurrentCPI SecurityCharlotte, NC
Responsible for all aspects of training at CPI Security, including Sales, Customer Care, Field Operations and Leadership.
Currently building a team consisting of Trainers and Instructional Designers.
Purchased and implemented the first Learning Management System (LMS) at the company.
Spearheaded the overhaul of both the Sales and Field Operations New Hire curricula, which led to significant improvement in both time to proficiency and turnover of new hires
Implemented strategic direction into the Training organization in the form of Trainer facilitation "certification", measuring the effectiveness of training, and enhancing the Learner experience.
Solely responsible for Leadership training (classroom, eLearning, and mobile learning activities included) and development of all current leaders and high-potentials.
Director, Business Services Care & Operations Learning Delivery03/2013 to 04/2015Time Warner CableCharlotte, NC
Managed a team of 8 Facilitators in 6 different markets/locations
Worked closely with Customer Care and Operations leaders to determine performance gaps, agree on solutions (both training and non-training) and design/deliver those training solutions
Measured training solutions using Kirkpatrick model
Selected to be a member of the Learning Management System (LMS) project team, which transitioned the company from SumTotal to Cornerstone OnDemand.
Director, Business Class Training11/2011 to 03/2013Time Warner CableCharlotte, NC
Responsible for all aspects of Business Class training in the East Region, including Sales, Sales Support and Customer Care
Built a team of 6 Trainers in 3 different markets/locations from the ground up
Worked closely with business leaders to determine performance gaps, agree on solutions (both training and non-training) and design/deliver those training solutions
Measured training solutions using Kirkpatrick model.
Training Manager04/2011 to 11/2011Time Warner CableRaleigh, NC
Partnered with Customer Care Leadership to provide timely and effective training to approximately 400 Call Center and Front Counter Representatives
Managed 4 Customer Care Trainers who trained Call Center and Front Counter Representatives both live (classroom) and virtually
Assisted the Sales Training team as Raleigh training leader
Participated as Instructor Skills facilitator for new and/or potential Trainers.
Training Director (Performance Consultant)02/2006 to 02/2011Travelers InsuranceRaleigh, NC
Designed strategies and proposals for improving performance in partnership and collaboration with customers
Oversaw project teams in the creation and implementation of training solutions (online, virtual and classroom products)
Led Quality Management team to assess training products pre-production
Completed follow-up analysis on training solutions to measure effectiveness and determine degree of performance improvements
Provided hands-on training and facilitation both virtually and live
Demonstrated expertise in curriculum development and use of LMS
Selected to participate in inaugural "Leaders Developing Leaders" program in 2009
Worked from home while traveling approximately 60% of the time.
Project Manager02/2002 to 02/2004Nationwide InsuranceColumbus, OH
Orchestrated the creation and implementation of an online Drive-in Scheduler with both the Auto and Casualty claim teams
Spearheaded the Wireless Claims Handling pilot that involved training and surveying 35 Claim Reps across 19 states while working with vendors such as Sprint, Verizon and AT&T
Led the training of 300 Property Claims and Call Center representatives for the rollout of a Claims Mitigation pilot with Crawford & Company, an outside vendor
Interacted with Leadership to implement multiple Claims and Call Center projects.
Bachelor of Arts: EconomicsUniversity of North Carolina at Chapel Hill
George Washington University: Associate Master's Certificate, Project Management
The Bob Pike Group: Certified Trainer, Training Delivery