Cross-Functional Training | Project Management | Relationship Management
Dynamic and engaging Learning and Development Professional with comprehensive experience leading technical and non-technical projects. Versatile, organized, technologically proficient, and highly skilled at leading local and remote teams. Combines business and operations expertise to develop and execute practical solutions that drive operations resulting in profitable growth while continuously improving client satisfaction. Maintains cost controls without sacrificing quality by incorporating strategic planning, relationship development skills, and commitment to superior customer service.
Qualifications and Distinctions:
Learning and Development Strategies
Cross-Functional Project Management
Hiring, Planning and Maximizing Resources
Team Building and Development
Effective Program and Content Development
Train the Trainer
Multiple, Simultaneous Task Management
Content Development, Instructional Design, leadership training, logistics, program development, purchasing, scheduling, training development
01/2000 to 01/2017
Manager of Learning and PerformanceAetna － Allentown, PA
Coordinate and deliver multiple complex projects incorporating Learning and Development for diverse employee roles to foster long-term organization success and successful cross-departmental collaborations.
Directed scheduling and delivery of in-depth and comprehensive training to 500+ professionals in the dental insurance line of business and 1,000+ national accounts managers and customer service representatives.
Led and managed top-performing teams of 30 trainers, quality analysts, learning consultants, and team leaders, completing observations of trainers on staff and delivering hands-on, tailored development initiatives to achieve or exceed leadership-established performance metrics.
Rated top 1% in department for nine consecutive years on annual employee survey in the following categories: Manager Effectiveness, Employee Engagement, Diversity and Inclusion.
Formed and implemented training strategies to accommodate diverse learning styles, utilizing a variety of educational media to identify differences and drive individual and team success.
Served as partner-level consult to dental and national accounts service operations teams, ensuring all training and coaching needs were met while driving success through proactive training development.
Customized and facilitated skills enhancement training for designated leaders and customer service staff to account for and accommodate technology and best practice modifications throughout cross-cultural and multi-lingual call centers in India, Costa Rica, the U.S., and Colombia, bridging cultural differences and developing strategies to facilitate smooth change.
Analyzed quality and customer satisfaction reports to continually enhance learning programs, ensuring superior new hire, refresher, soft skills, and leadership training.
Developed individualized learning programs targeting under-performing employees to establish a unified approach to performance improvement while fostering individual professional growth and enhanced customer experiences.
Served as the point of contact for learning initiatives, coordinating and executing intake strategies, providing consultations for training program development, and honing deliverables to facilitate short- and long-term company and individual success.
Deanna Robertson Page 2 Engaged complex logistics expertise to design workshops and build agendas and training schedules.
Served an ad hoc basis to develop programs focused on time management, productivity gaps, and leadership for account representatives, team leaders, managers, and directors.
Maximized learning program success by delivering material through the traditional classroom setting as well as on-line opportunities and one-on-one strategies.
Coached senior level executives and managers to drive improved performance, engaging members to assess challenges, identify needs, and develop sound, comprehensive program solutions.
Drove success through in-depth and effective issue follow-up measures that included challenge background, corrective action, implemented changes, and assessments to identify appropriate tools and resources for proactive development planning.
Engaged Learning and Development expertise to project lead major initiatives focused on behavioral issues.
Assessed impact of prolonged hold times, identifying repeat offenders for training and development opportunities that resulted in corrective actions, terminations, or employee improvements.
Network Account ManagerAnthem Health & Life － Piscataway, NJ
Project ManagerAnthem Health & Life － Piscataway, NJ
Managing Change - Utilized skills to lead teams through departmental and organizational restructuring initiatives.
Instructional Design - Developed content for programs such as Train the Trainer, Presentation Skills, Time Management, as well as tutorials on usage of time and attendance application, purchasing system, Strategic Human Resources - Healthcare Project Management - Administrative Human Resources - Recalibrate Certified Signature Trainer - VOICES 360: Feedback Facilitation and Coaching - Myers-Briggs Type Indicator (MBTI) Certified Practitioner -.