Corporate Learning and Development Professional with over 16 years experience in building skills for success. Consulting with Business Clients to create robust training curriculum in alignment with corporate vision and goals. Seeking a Corporate Training position in which my skills can support organizational goals and build skills for success. I will contribute to the team's success and be an advocate for our Business Clients with my expertise in the following areas:
Facilitation and Coaching
Customer Experience Enhancement
Time Management Special Education Teacher - Counselor - Community Organizer
Microsoft Office Suite, Adobe Products and Learning Management Systems.
Utilized Verint/eQuality System to monitor, evaluate and assess individual and department performance, identify trends and learning gaps, as well as provide consulting to business partners to support department and corporate goals
and other productivity metrics
Utilized schedule adherence software to monitor and track attendance, schedule adherence
Senior Training Specialist, 10/2006
to Current J.P. Morgan Chase Paymentech – Tempe,
Utilize the ADDIE model to support new project initiatives for the Merchant Services Division.
Sustain meaningful relationships with Directors and Managers to provide performance consulting and advocate the business needs and goals.
Design and deliver new training programs and evaluate their effectiveness.
Consult, manage, coach and mentor employees to achieve organizational, professional and personal goals.
Observe and analyze daily operations through live monitoring and side-by-side observation.
Complete 30-60-90 day post training evaluations to obtain feedback on training effectiveness.
Modify curriculum as needed to support current policies and procedures.
Mentor and coach new trainers to achieve superlative performance.
I have effectively built relationships through partnering with Managers and Directors of various business groups to determine training needs for employee and performance development.
Training/HR Specialist, 11/2005
to 10/2006 GREENTREE SERVICE LLC – Tempe,
Designed and developed instructor-led and online training programs to support all business units within the organization.
Conducted needs analysis to identify training, coaching, management and development opportunities.
Facilitated instructor-led, online and webinar courses for management and existing employees.
Served as a mentor to new trainers and managers.
Facilitated and participated in training, managing and human resource workshops to increase job knowledge and skill sets.
Facilitated new hire training courses as needed.
Managed, coached and developed new employees during the two week training class in preparation for working in the call center.
Maintained and recorded results of new hire performance to ensure they are meeting or exceeding company standards.
Evaluate training effectiveness through.
Training Coordinator III / HR Officer, 03/2005
to 10/2005 CHEVY CHASE BANK – Bethesda,
Facilitated instructor-led and web-based training classes for Consumer and Small Business Banking employees.
Tracked performance, monitored progress and provided ongoing coaching for new and development.
Completed and administered disciplinary action and performance management plans as needed.
Facilitated retail and business banking training; professional development and soft skills training to employees company-wide.
Training Specialist III, 06/2003
to 03/2005 PROVIDENT BANK – Baltimore,
I delivered a variety of technical training courses to new and existing Retail and Commercial Banking employees.
In addition, I facilitated Sales, Service and Leadership courses to management and leadership staff.
Created and updated training curriculum to ensure information was current and accurate with Bank procedures and regulations.
Completed 30-day follow-up branch visits to track employee progress, coach and mentor employees and evaluate training accuracy and effectiveness.
Documented pre and post training results and provided feedback to managers.
Senior Training Specialist Team Coordinator, Training Specialist, Team Manager and Senior Training Specialist, 02/1994
to 12/2002 DISCOVER FINANCIAL SERVICES, INC – Phoenix,
I began my career as a Customer Service and was promoted several times during my tenure at tenure at Discover Financial Services.
The positions held were as follows: Training Coach.
Training Specialist and Senior Training Specialist, 02/1994
to 10/2002 Discover Financial Services – Phoenix,
I coached, trained, developed and managed employees during their eight-week new hire training program.
I designed and maintained training curriculum.
In addition, I created and maintained computer base trainings, job aids and other training materials, as well as facilitated and communicated system, policy and procedure changes to all call center employees.
I designed and delivered a variety of leadership and soft skills training courses for Department Managers and their leadership staff.
Managed multiple training projects company-wide.
Provided performance and professional development consulting to all levels of management, to identify performance gaps and augment employee core competencies and morale.
I provided performance coaching to sales, service and retention representatives.
I managed multiple training projects including introducing CBT's to the organization, new products and services, new Customer Service programs as well as supporting the ramp up of Sales and Retention Department.
As a Manager, I managed the new hires in a transition team after completion of their eight-week training.
As a manager for the transition team, I managed five team coaches and a team coordinator who provided on-the-job training, mentoring and coaching to solidify their learning.
I managed day-to-day operations which included attendance and adherence, time keeping including vacation requests, monitored service levels, evaluated calls and provided feedback during one-on-one sessions.
In addition, I completed annual performance reviews for team coaches and team coordinators.
Certified to teach business courses at Rio Salado Colleges: 1/2011 Rio Salado College - Maricopa,
Instructional Design, Phoenix, AZ
6/1998 University of Phoenix - Phoenix,
AZ Certification Some College Coursework completed
High School Diploma: University of Arizona - Phoenix,
AZ Some college coursework completed