Learning and Development, Manager Resume Example
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LEARNING AND DEVELOPMENT, MANAGER
Professional Summary
Boost operational efficiency and service levels to drive sustainable growth across sectors. Cross-functional collaborator and proactive executive leader with skills in policy development, tactical planning and operational problem-solving. Knowledgeable about promoting stakeholder engagement and building consensus to drive change. Enthusiastic leader with 25 years of executive experience leading and improving operations, training and human resource functions. Strategic in developing policies, directing call centers, operational activities and training. Focused on motivating staff and working with diverse personality types to drive improvements.
Skills
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Work History
Learning and Development, Manager04/2018 to Current
Extra Space Storage – King Of Prussia , PA
Extra Space Storage – King Of Prussia , PA
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions
- Trained and guided team members to maintain high productivity and performance metrics
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Established and maintained positive work environment to enhance retention and productivity
- Expanded cross-functional organizational capacity by collaborating with Operations regarding daily functions and common goals
- Communicated best practices among on-site and external personnel to align efforts and goals
- Conducted scheduled and impromptu evaluations to assess work performance
- Cross-trained existing employees in order to maximize team performance
- Prepared and recommended long-range plans for development of Learning and Development department
- Established and administered annual budget with effective controls to prevent overages, and support sustainability objectives
- Solidified team vision to achieve productive implementations
- Managed corporate compliance program
- Documented and launched Standards of Service program
- Developed Learning Management System
- Initiated and led cross functional team to develop and launch successful On-Boarding Program for New Managers
- Documented, communicated and sustained foundational guidelines for developing and engaging employees
- Delivered high-quality employee programs at all levels
- Developed and launched learning plans, training workshops, on-boarding programs and employee surveys
Director, Call Center Operations and Training04/2017 to 04/2018
NVISION Corporation – City , STATE
NVISION Corporation – City , STATE
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
- Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
- Developed highly-efficient team through ongoing coaching and professional development opportunities.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Led CRM and IVR implementations spanning multiple media forms and platforms.
- Developed satisfaction and needs assessment surveys.
- Increased sales by 37% via system integration and service enhancements.
- Reduced abandon rate by 14% and average speed of answer via improved training and system enhancements.
- Managed CRM database, including troubleshooting, maintenance, updates and report generation.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Coordinated individual duties after careful evaluation of each agent's skill level and knowledge, which increased productivity by 17%.
Executive Operations and Training Consultant05/2014 to 05/2017
Consultant – City , STATE
Consultant – City , STATE
- Seamlessly and successfully interacted with executives to plan and complete special projects.
- Contracted with various organizations to assist with team management, eLearning content, curriculum creation, training plans, workflow management, product management, systems logistics and organizational processes and procedures.
- Provided advisory and implementation services to improve business objectives.
- Utilized Kaizen method to understand pain points and implemented changes that resulted in increased productivity and teamwork across organizations.
- Coordinated complex meetings involving up to 7 presenters, 37 global attendees, and budget of $120k encompassing livestream production, remote location arrangements, and senior executive accommodations.
- Created appropriate documentation for members of board and senior leadership before meetings.
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 28%.
- Accomplished special objectives and projects according to requests from board members.
- Updated executives on changing business needs by thoroughly documenting internal and client meetings.
Director, Call Center, Operations and Training 06/2003 to 05/2014
NWP Services Corporation – City , STATE
NWP Services Corporation – City , STATE
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
- Organized and optimized daily operations of Call Center and Operations team with consistent on-time delivery.
- Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
- Collaborated with management, technical crew members and fellow supervisors to organize efficient site operations and achieve demanding schedule targets.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implemented innovative programs, including our Multifamily Training Central platform, to increase employee loyalty and reduce turnover.
- Managed 67 team members across 4 departments, resulting in a 25% increase in annual revenue.
- Developed and managed operating budget to exceed corporate projections and managed service and training center to operate effectively within financial constraints.
- Developed and successfully implemented five-year strategic plan which gained board approval and team recognition.
- Led organization to ramp up capacity and support a 27% growth in demand fueled by acquisitions, new products, improved quality and on-time delivery performance.
- Directed IVR redesign project that enhanced service and operations resulting in a 41% increase in IVR self service utilization, customer satisfaction increase of 13% and overhead reduction of 28%.
- Led implementation of virtual management platform, including team boards and day-by-hour dashboards which resulted in a 35% increase in production.
- Effectively managed 4 cost centers, 67 team members and 35,000 inbound calls per month.
- Managed 9,000 outbound dialer calls per month.
- Managed 15,500 inbound and outbound emails per month.
- Hired and coached support and training staff to achieve revenue, training and customer service objectives.
- Created 27 eLearning courses and curriculum.
- Reduced abandon rate from 27%-4%. Reduced average speed of answer from 14 minutes to 1 minute 10 seconds.
- Improved Better Business Bureau rating from an F to an A+.
Education
BBA: Bachelor of Science in Business AdministrationVanguard University of Southern California-
City,
State
Accomplishments
Certified Franklin Covey Trainer
Real Estate License - California
Affiliations
- Project Management Institute
- Association for Talent Development
- Alpha Phi Sorority Alumni
Systems
Microsoft Office | Articulate | Audacity | Camtasia | Salesforce CRM | InContact | Microsoft Dynamics CRM | Ring Central IVR | Avaya IVR | Cornerstone HRIS | ADP Analytics | Franklin Covey All Access | Grace Hill | Cisco
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Resume Overview
School Attended
- Vanguard University of Southern California
Job Titles Held:
- Learning and Development, Manager
- Director, Call Center Operations and Training
- Executive Operations and Training Consultant
- Director, Call Center, Operations and Training
Degrees
- BBA : Bachelor of Science in Business Administration
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