Training Management

DANIELLE W. MCKENZIE, PH.D.

**** ***** ***** **** *******, Florida 33511

813-***-**** ***********@*******.***

DIRECTOR OF LEARNING AND DEVELOPMENT

Leadership and Employee Development / Strategic Learning Initiatives / Knowledge Management /Corporate Training /

Profit and Loss Management / Educational Services / Blended Learning Solutions/ Process Analysis and Improvement /

Performance Management and Assessment

Recognized for ability to critically analyze training needs and create effective, well-received training plans, programs and

processes proven to maximize employee performance. Adept at creating and implementing large corporate training

initiatives, overseeing daily operations, implementing cost-saving strategies while ensuring high-quality customer service

levels. Built successful corporate CRM (customer relationship management) training program for $8B Fortune Company.

Managed budgets in excess of $500K. Fluent in French. Reading knowledge of Spanish.

Special Skills: Achieving maximum impact through successful program implementation to exceed business objectives.

Designing and directing learning solutions that foster continuous improvement and a customer satisfaction culture.

Masters in Management Labor and Human Resources, MLHR; M.A, BA, Florida State University; Member of American

Society for Training and Development and Society of Human Resource Management. Ph.D in French Literature, Ohio

State University. Licensed Insurance Agent: Life, Health & Annuities, Tax Professional: personal &business tax

preparation.

Key Accomplishments

Built and directed DIRECTV Broadband’s corporate training department, receiving President’s Outstanding

Performance Award. Spearheaded first corporate-wide training program, impacting 500 employees in three

geographically dispersed call centers. Developed virtual classroom modules, using Centra and Camtasia software.

Training initiatives and support improved employee and contractor retention rate by 20%, saving the company 40% in

hiring costs. Customer satisfaction ranked #3 nationwide by JD Power and Associates.

Increased revenue of the training operation by 50% in one year, promoting aggressive training initiatives to

customer base. Recruited by Kronos to build profitable training department for the Workforce Analytics Division.

Developed and proposed business plan outlining training structure, mode of operation and revenue goals. Established

and executed corporate-wide training standards and policies, gaining 100% employee acceptance.

Established and directed cost-effective process of customized course development for Fortune 500 company.

Course development process at Achieve Global lacked structure and failed to meet deadlines. Seized opportunity to

improve training process by streamlining entrenched practices, implementing accountability criteria, and setting higher

standards. Led cross-functional team, ensuring successful completion of major projects on schedule and within budget.

Community/Non-Profit Work: Vice-Chair, Ban Mwen Dwam International - Marketing Director- Faith Christian Center

Tampa

Career Experience

Independent Insurance Agent 2009-present for various carriers, including Humana.

Training Manager, Workforce Analytics Division, Kronos, Inc., 2004-2009. Global Human Capital Management, software

company with annual revenues of $578M, empowering Fortune organizations to effectively manage their workforce.

Recruited to build innovative training component. Identified and implemented revenue generating training initiatives,

increasing training revenues 5% during first quarter of hire. Managed $100K operating budget, training division, and 80

employees. Collaborated with vendors to customize course content, ensure training curriculum was well received and met

all training requirements.

As domain expert, champion, and spokesperson for the educational services portfolio for the Labor Analytics Division,

work with Sales, Account Management to generate revenue, identify training solutions and specific customer

Danielle McKenzie page 2

requirements which translate into revenue opportunities and growth for the educational services line of business. Ensure

appropriate solution expertise support is provided and leveraged during the sales and solution implementation cycle.

Develop and implement successful sales and solution strategies to achieve maximum revenue and penetration rate for

educational services in the area. Responsible for working with field practice managers to meet and exceed delivered

training revenue goals. Responsible for training design, delivery, and management for external customer and internal

customers such as the Support and Installation organizations.

Training Product Designer, AchieveGlobal, 2003-2004. Parent company - International Institute of Research, the

world’s largest knowledge and skills provider.

Developed instructor-led and technology based state-of-the-art training products and customized three major product

lines, including sales, service and leadership. Managed outside vendors and experts in project development process.

Improved product-to-market process, establishing on time delivery of industry-leading products. Coordinated print and

video production, authored facilitator guides, participant workbook, video scripts and all training material.

Senior Manager, Corporate Training and Development, DIRECTV Broadband, 2000-2003. The DIRECTV Group is a

world-leading provider of digital television entertainment with reported revenues of $13.2 billion in 2005.

Managed daily operations for Corporate Training Department, $500K budget and accountable for firm-wide employee

performance improvement. Delivered training to 500+ call center agents at three sites, employing WebEx and Microsoft

Live Meeting platforms. Implementation of virtual training saved department $40K in first year by reducing travel and

printing cost. Brought customer satisfaction levels to an all-time high of 98%, offering Just In Time virtual training.

Developed and successfully implemented training and performance improvement programs for three geographically

dispersed contact centers. Led efforts to deliver training, post-training support and performance improvement system to 9

departments of the Service Delivery and Support Organization. Partnered with HR to design and deliver management

and leadership training program. Developed and tracked performance metrics to measure and analyze the effectiveness

of all training and performance improvement programs. Worked closely with business managers and supervisors to

analyze current and future training needs of the contact centers. Managed multiple training programs from conception and

design to implementation and evaluation. Established organizational policies and procedures for courseware

development.

Hewlett-Packard, $91.6B company provides enterprise and consumer high-tech equipment, 1998-2000.

Portal Knowledge Management Implementation Lead, 2000. Promoted to design and implement Knowledge

Repository portal providing interactive learning. Led design and implementation of first HR knowledge management

system. Designed new HRIT department employee orientation. Reduced training time spent by senior management to

train new hires from 80% to 10%.

Learning Products Developer, 1998-2000. Directed design and delivery of classroom and online training in PeopleSoft

HRIS, supporting 30,000 HP employees. Updated content for four to five software releases quarterly. Reduced training

time from 80% to 10%, designing new HRIT department employee orientation. Designed and developed training modules

and authored web-based documentation for Management Reporting Unit application. Accountable for design and delivery

of classroom and online training in PeopleSoft HRIS to ensure responsive, quality HR services in support of HP’s 30

thousand employees. Updated content to reflect changes from 4-5 new software releases occurring each quarter.

Partnered with internal customers to assist in defining systems and business requirements. Conducted extensive system

testing prior to launch.

Assistant Director, French Individualized Learning Center, The Ohio State University, 1996-1999. Managed day-to-

day operations, providing individualized training to 150+ clients. Supervised staff of 11 and budget of $300K. Increased

foreign language revenues by 10%, providing non-classroom options.

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Education / Professional Development/Associations

Education: M.A in Management Labor and Human Resources, MLHR; BA &M.A, Florida State University; Ph.D. Ohio

State University. Certification: Project Management, Supervision Management, Internet Business Specialist.

Associations: Society for Human Resource Management (SHRM), American Society for Training and Development

(ASTD), International Society for Performance Improvement (ISPI).

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