Executive Learning Professional with proven experience in:
Team Management, Growth, & Development
Process Analysis, Design, & Implementation
Capacity Planning & Resourcing
Client Education & Professional Development Needs Analysis & Solutioning
Virtual & Mobile Learning
Global Leadership Development
Social Learning & Gamification
LMS Selection, Deployment, & Management
Reporting & Analytics
Curriculum Restructuring & Content Development
Simulation, Discovery, & Digital Education
Executive Director12/2010 to CurrentTeleTech Holdings IncEnglewood, Colorado
Learning Design and Leadership Development - Leader of an award winning (Chief Learning Officer, CLO - Gold Strategy 2015) diverse, global, 50+ person training team responsible for identifying, developing, and delivering internal and client-based learning products and services.
Responsible for conducting client training needs analysis and designing innovative, global, blended learning solutions, potentially incorporating Simulation, Discovery, Digital, Social, and Mobile learning components.
Lead a team of Directors, Project Managers, Instructional Designers, Media Developers, Audio/Visual Engineers, Quality Assurance Specialists, and SCORM Specialists to design, develop, implement, and evaluate these solutions.
Responsible for company's Global Leadership Development (GLD) strategy and solutions, managing content design and global, in-person and virtual, training delivery.
Solutions are developed and delivered to employees in all Enterprise Services roles, from individual contributors to VPs, as well as all Operational roles, from Associates to Supervisors and Directors, and for all locations including at home and brick and mortar.
Consistently exceeding all program goals including building bench strength for quick to fill operational leadership needs and driving impactful, operational and organizational performance through the design, development and execution of high-quality, performance-based leadership training and certification programs.
Responsible for managing all aspects of the corporate LMS, for 45,000+ employees globally, including managing vendor partner relationship, user accounts and domain setups, internal and external system integrations, usage and usability, courseware compatibility and uploads, compliance requirements, system maintenance and support, and analytics and reporting.
Director01/2009 to 12/2010LiveOps Inc LiveOps UniversitySanta Clara, California
Leader of an award winning (Chief Learning Officer, CLO - Innovation 2010) training development team, whose primary responsibilities included managing a dispersed certification production team (including: capacity planning, project prioritization, and resourcing for client training and certification initiatives), executing full ADDIE model to develop and deliver high quality, effective learning solutions, and overseeing the management of companywide LMS.
Developed new and innovative learning solutions that have proven to be effective within the Independent Agent on-demand contact services model for both Enterprise and Direct Response programs.
Developed certification solutions library consisting of the following: various types of eLearning (eL) modules for each program type, highly engaging Virtual Classroom Learning (VCL) sessions, blended solutions - eL and VCL sessions, Just-In-Time (JIT) script certification components, MyWork Community portal (reputation, agent community sites by client), script optimization solutions, Basic and Advanced Selling Skills programs, and Professional Skills Development courses.
Developed and launched agent onboarding and client specific certification solutions designed to increase agent speed to proficiency, enhance performance, and drive revenue.
Managed the on-going development and enhancement of all department standards and templates to ensure process improvement and development efficiency.
Ensured eLearning and LMS compatibility and implemented strategies for distance learning enhancement.
Responsible for LMS Administration; ensured successful certification program implementation, accurate assessment and reporting was completed for each program, and troubleshooting techniques and strategies were communicated and maintained.
Director10/2006 to 12/2008TeleTech Holdings IncEnglewood, Colorado
Primary responsibilities included capacity planning and resourcing for client and internal training initiatives and the management of the Learning Services team.
Responsible for driving continuous improvement in organizational performance through the development and delivery of high quality, results-driven training programs.
Learning solutions consultant: partnered with internal and external client business leaders to support all employee performance and leadership development needs; conducted analysis and created recommendations, and then designed, developed, implemented, and evaluated customized learning solutions.
Defined training and certification strategies and solutions that aligned with all business organizations' goals and metrics and achieved executive leadership's business objectives.
Re-designed and launched client blended learning new hire training programs designed to increase agent speed to proficiency and on the job performance.
Developed program evaluation strategies, processes and tools to ensure reporting on all five evaluation levels.
Managed a diverse global Learning Services that included: Project Managers, Instructional Designers, Media Developers, Quality Assurance Specialists and LMS Administrators.
Managed process design and enhancement to increase development efficiencies, content shelf life and synergies among various teams.
Managed the continued development and enhancement of all department standards and templates to ensure PM, ID, Media, and QA process improvement.
Prioritized project initiatives, assigned project responsibilities, and allocated resources to ensure that all solutions were completed on time, on or under budget, and produced the desired performance results.
Ensured successful eLearning implementation, assessment and reporting, and maintained troubleshooting techniques and strategies.
Partnered with Director of TeleTech University on a regular basis to ensure eLearning and LMS compatibility, to implemented strategies for distance learning enhancement, and to select and implement new company wide LMS.
Project Manager07/2005 to 01/2006TeleTech Holdings IncEnglewood, Colorado
Primary responsibilities included the development and implementation of client new hire blended learning solutions.
Managed client training program development from beginning to end; conducted training program needs analysis; designed and presented solution; managed the design, development, and implementation; conducted program evaluation; and reported results.
Tracked and communicated status to client and executive leadership on a weekly basis.
Facilitated Train-the-Trainer sessions prior to program launch.
Developed and executed program communication, implementation, and evaluation plans.
Manager/Instructional Designer08/2003 to 07/2005QwestDenver, Colorado
Primary responsibilities included the management of an eLearning development team (IDs, developers, and graphic artists) to support Qwest's training restructuring effort and quarterly releases for each of Qwest's Consumer Employee agent desktop applications.
Instructional Designer08/1998 to 05/2004Advanced Systems TechnologyPensacola, FL
Primary responsibilities included the design and development of instructionally sound training materials for government and military personnel, from job task analysis through final product validation.
Adjunct Faculty, Expedition Coordinator & Instructional Designer05/1995 to 11/1998University of West FloridaPensacola, FL
Primary responsibilities included teaching undergraduate classes and developing an online education tool for STEPS (Support for Teachers Enhancing Performance in Schools), an EPSS, Electronic Performance Support System, that provides teachers with guidance and resources for integrating technology into their curriculum and developing curriculum aligned to the Florida Sunshine State Standards.
Education and Training
MED: Educational Leadership/Education & Training Management Instructional Design and Distance EducationMay 1998University of West FloridaPensacola, FLEducational Leadership/Education & Training Management Instructional Design and Distance Education
BA: Elementary EducationDecember 1989University of West FloridaPensacola, FLElementary Education
Audio, Basic, budget, Capacity Planning, consultant, Content Development, content, continuous improvement, Client, delivery, designing, driving, government, graphic, IDs, Innovation, leadership, Leadership Development, leadership training, Director, managing, Needs Analysis, Enterprise, optimization, organizational, personnel, process design, Process Analysis, processes, process improvement, program development, program evaluation, program implementation, Project Management, quality, QA, Quality Assurance, quick, reporting, Selling, script, Simulation, sound, Strategy, task analysis, teaching, Team Management, Trainer, training delivery, training materials, training development, training programs, training needs analysis, troubleshooting, type, validation