Project Manager Customer Service

Jan Wilson, M.Ed.

*** ******** ******

Franklin, TN 37067

615-***-**** cell

abh7rk@r.postjobfree.com

ANALYSIS DEVELOPMENT EXECUTION RESULTS

Senior human resources professional specializing in learning and organizational development.

Project manager with experience managing multiple projects in an array of demanding environments in

markets including healthcare, pharmaceutical, retail, not-for-profit and small business.

Skilled technologist with experience in technology infrastructure as well as instructional design experience

to be able to develop, launch and provide metrics on successful initiatives.

Critical thinker who applies appropriate process management skills and utilizes analytical processes

toward quick identification and elimination of issues that could impact business performance.

AREAS OF EXPERTISE

Organizational Analysis

Learning Assessment/Audits

Instructional Design

Training Transfer

Leadership Development

Executive Coaching

Strategic and Action Planning

MBTI Certified

DDI Certified in Competency Modeling

EXPERIENCE

Director, The Learning Network of Brookdale Senior Living

Brookdale Senior Living, Nashville, TN

2008 - present

Designs and directs the vision of corporate education at Brookdale Senior Living, the nation’s

largest senior living provider. Responsible for leading the education effort for 33,000 associates

in 33 states.

Efforts include development of competency models, curriculum maps, development and delivery

of education tied directly to business goals via instructor led and distance learning course

curriculum.

Member of succession planning work team that develops career pathing for high potential

associates in conjunction with the senior leadership team.

Responsible for transfer study and evaluation of education offerings to ensure appropriate

alignment and fit.

Works closely with HR and OD VPs to devise change management strategy, staffing and

delivery mechanisms for mergers and acquisitions.

Project Manager and Learning Strategist

Little Planet Learning, Nashville, TN

2006 - 2008

Coordinate and manage education consulting engagements and educational software

development initiatives. Skills include organizational and training assessments, curriculum

mapping, instructional design, delivery and assessment. Clients include pharmaceutical,

healthcare and state government organizations.

Responsible for audit of the learning function, mapping of learning objectives to competency

model and subsequent redesign of entire sales curriculum for major pharmaceutical company.

Consultant

InSight Partners, Nashville, TN

http://www.insightpartnersinc.com

2002- 2006

Training and Organizational Development solutions provider specializing in executive coaching,

strategic planning, large and small scale facilitation, instructional design, implementation and

evaluation, process alignment, and needs analysis.

Created community wide Organizational Development Conference bringing together

business leaders with school leaders to interact with and learn from Peter Senge

Designed and developed training, business process mapping and SOP development for new

software platform for large southeastern based resort/hotel organization for national rollout as an

affiliate of the North Highland company

Designed and developed online training content for technology startup to train sales staff for initial

launch

Conduct customer service satisfaction survey methodology and customer service workshops for

healthcare management company.

Developed survey methodology for national after school program that leverages technology

training for at risk children to assess improvements and evaluate effectiveness.

DCI Donor Services, Nashville, TN 10/1987 – 12/2004

Director, Information Services

Designed and provided all technology solutions for nine locations in six states including data,

voice and call center. Primary responsibility was to oversee the streamlined operation of the IS

department and to ensure it aligns with the business objectives of DCI Donor Services. Principal

goals were to plan, coordinate and manage application portfolios for each department and to

attain all IS service level agreements for the user community within the organization.

Worked in conjunction with and provided metrics for CMS and JCAHO to track hospitals’

Conditions of Participation (COP) performance.

Extensive contract execution and maintenance with vendors for office equipment, technology

(both hardware and software) licensing, service vendors and education offerings for all staff

nationwide.

Provided IT, risk management and human resource consulting services for all member agencies.

Designed and administered onboarding/orientation program for new hires. Participated in design

and development of compensation and performance management programs.

Participated on executive council for strategic planning, personnel administration (including

health and safety), compensation/benefits development and overall agency direction. Chaired IT

Executive Council responsible for strategic technology decision making process and

understanding.

SELECTED ACHIEVEMENTS

Reduced costs and legal exposure by standardizing services, procedures and products.

Developed effective policies and procedures for organization and worked with key

leaders to educate and police adherence to implemented policies.

Reduced costs 36% by negotiating vendor contracts for hardware, software and vendor

services and initiating performance standards.

Conducted the first comprehensive voice and data network infrastructure design for all

DCIDS facilities. WAN (frame relay) development, installation and administration

including voice over frame, wireless and voice over IP (VoIP) technology.

Designed and implemented the DCIDS call center that fields over 50,000 referrals per

year from hospitals across the United States. Participated with management team for

ongoing support and structure of call center operations. Responded 24/7 for

troubleshooting/problem solving.

Restructured technical service center at corporate headquarters resulting in increased

profitability and efficiency at the department level. Was able to maintain minimum

staffing through selective use of remote management/administration technologies.

RELATED EDUCATION, EXPERIENCE AND COURSEWORK

Extensive experience in research, creation and design of appropriate and engaging

instructional interventions in both classroom and computer based training platforms

Presentation and workshop facilitation skills for audiences at all levels of corporate

structure

Comprehensive knowledge of needs analysis, instructional design theories, adult learning

and education theories

Vanderbilt University

Master's Degree in Education (M.Ed.)

Specializing in Human Resource Development (2002)

Department of Leadership & Organizations, Peabody College

GPA 3.8

Belmont University

Bachelor of Business Arts (BBA) 1996

Minor in Information Systems

Cum Laude Graduate

GPA 4.0

Contact this candidate