A proven track record of significant improvements in learning processes, productivity, quality and customer satisfaction. Expertise includes: Design/Delivery of Training Adult Learning Principles, Needs Assessments, Performance Management, Organizational Development and Succession Planning.
Qualifications
Proficiency in Microsoft Office products, Articulate, UPK
Experience
Professional Services Program/Training Manager, 04/2015 to Current City Of San Antonio, Tx – San Antonio, TX,
Partnered with HR to design/deliver new ERP system training for Operations, Sales, and Finance and Law Enforcement departments.
Collaborate with department heads and subject matter experts to improve the quality and delivery of existing training.
Liaison between business and technical stakeholders to elicit, analyze, communicate, and validate requirements for changes to business processes, policies, information, and information systems.
Responsible for oversight of assigned processes or tasks.
Ensures goal achievement related to those tasks for quality, productivity and service level.
Collaborates with the internal stakeholders and others throughout the Company, to collect, clarify, and translate business requirements into documentation and design.
Acts as a project lead and relationship manager for small to medium projects, accountable for consulting with the business to understand its business goals and objectives, processes, and requirements.
Consistently evaluates business processes and practices for improvements that would enhance the business and the customer experience.
Ensures that all documentation is complete, accurate, easy to comprehend, and meets current documentation standards.
Uses industry standard tools to create business process flow maps and diagrams.
Creates training documentation and facilitates training as needed to launch processes or efforts they have been involved in.
Ensures learning and comprehension of material upon completion of training.
Leads or participates in projects that impact the processes and the customers we support.
Coordinates communication with all areas of the enterprise that impacts project expectations scope, budget, risk and resources of the work effort being managed.
Acts as a Subject Matter Expert (SME) and liaises with other SME's as needed on testing, training and implementation of projects and processes.
Ensures customer satisfaction with the delivered solution by involving and keeping customers engaged from initiation through project close-out.
Education Training Manager, 08/2008 to 03/2014 Universal Technical Institute – City, STATE,
Partner with Organization Training & Development (OD&T) team to design/develop Leadership training for Education Directors, Education Managers & Training Managers.
Partner with Director, Instructor Development and OD&T to bring to up-to-date Instructor Onboarding tool kits, facilitator & participant guides.
Partner with Director of Instructor Development to combine two Onboarding programs into one.
Design and implementation of new instructor training, new curriculum training, self-development training; Complete needs assessments/analysis for individuals as well as departmental training needs.
Design and deliver training specific to individual and department training based upon needs assessments; including but not limited to team building, time management, and five dysfunctions of a team.
Project Manager for Continuous Improvement, Six Sigma, 5S Lean, Team Building and Customer Service; Work with instructors and Education Managers to create Individual Development Plans (IDPs); Supporting and promoting instructor development and training through coaching and mentoring Online course development with CEE (The Center for Excellence in Education) to provide personalized UTI training for instructors.
Hiring and Coaching Staff, oversee the accreditation of 60 instructors. Manage/create annual training budget and Learning Resource Center budget to ensure adequate funds.
Night Staff Litigation Secretary, 06/2015 to 09/2015 Ropes & Gray, LLP – City, STATE,
Create/edit documents, handled e-mails and calendars for attorneys, project coordination and client/customer relations.
Participated in firm initiatives and special projects, e.g.
continuous improvement initiatives, professional development and training, and focus groups.
Acted as a resource for organizational knowledge-software questions.
Provided software assistance to other secretaries as needed; in some instances created "cheat sheets" to help with step by step processes.
Training Officer, 01/1 to 01/1 State Street Corporation – City, STATE,
Design/deliver Intro to Advanced Level Microsoft courses; Manage PC training schedule for internal SSC employees; Professional development analysis with department heads to determine training needs for various State Street departments; Manage "Mentor Program" for individuals interested in obtaining experience as a training instructor; Manage PC training budget.
Lead Training Instructor, 01/1 to 01/1 Catapult Software Training Company – City, STATE,
Lead Instructor on Liberty Mutual national account for Vision 2000 training;.
Traveled across the country teaching Train-the-Trainer Courses to other Catapult Trainers for the Liberty Mutual account;.
Travel between Catapult and off-site locations training varied levels of software applications to various corporate accounts;.
Research and design software application manuals & outlines of varied technical levels;.
Training Coordinator/Instructor, 07/1992 to 02/1996 State Street Bank & Trust Company – City, STATE,
Train users in the use of the standard automated software applications and project management tool(s); Provide help desk support for all standard PC software applications, project management tool(s), templates, and samples of Framework documents located in the central file; Research, design and coordinate all standard PC software application courses for both large and small groups including the design of courseware materials; Research, design, and maintain core software application manuals of varied technical levels; Design and maintain templates of the Systems Implementation Framework on the project management tool(s); Monitor and report project plans for specific projects as determined by priorities and schedules; Mentored individuals interested in obtaining experience within the Training Department.
Education
M.S: Leadership, Expected in Northeastern University, College of Professional Studies - Boston, MA GPA: Summa Cum Laude GPA: 3.9 Leadership Summa Cum Laude GPA: 3.9
B.S: Leadership, Expected in Northeastern University, College of Professional Studies - Boston, MA GPA: Summa Cum Laude GPA: 3.85 Leadership Summa Cum Laude GPA: 3.85
Skills
Budgeting, business processes, coaching, continuous improvement, course and organizational development, customer relations, customer service, documentation and delivery, ERP system training/design, hiring, team building, leadership training, mentoring, project lead, project management, research and design, Six Sigma, time management.
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School Attended
Northeastern University, College of Professional Studies
Northeastern University, College of Professional Studies
