Training Manager

Kellie Gillenwater, MBA

*** ********* ***** ( Columbia, South Carolina 29229

(c) 803-***-**** ( abk29d@r.postjobfree.com

Director Level

Talent Development ( Organizational Effectiveness ( Human Resources

~ Offering 12+ years in cost cutting, quality improvements, staff

maximizations and creating a culture of performance ~

E

xpertise in optimizing client services through proactive training of teams.

Seasoned in integrating cutting edge web resources into all learning

interventions (instructor-led and eLearning), talent management, and

organizational development. Track record of effective needs analysis,

operational troubleshooting, process development and global outsourcing.

Passionate in creating organizational efficiencies, employee improvement

and surpassing expectations. Skilled in developing compensation plans,

benefits, scheduling and working within tight budgets/time constraints.

Team Leadership ( Business Analysis ( Project Management ( Talent

Development ( Soft Skill and Technical Training (Trend Reporting ( HR

Course Material ( Training Processes/Procedures ( Training Metrics (

Budgeting ( Employee Satisfaction ( Internal Communications ( Workflow

Streamlining ( Change Management

Leadership Development ( Cross-Selling/Up Selling ( Talent Management

Vendor Relations ( Harassment/Discrimination Law ( Train The Trainer (

International Outsourcing

Professional Experience

Providence Hospitals, Columbia, South Carolina

Organizational Development Consultant ( 2009-Present

Build succession plans, educational policies and curriculum maps by

working with multiple departments in discovering operational needs,

development opportunities and production gaps. Develop information/change

management procedures to achieve a flexible workforce that adapts to new

resources and evolving best practices. Initiate classroom and eLearning

training programs, resulting in Press Ganey score-verified behavior

improvements, better succession planning and strategic planning data.

Study human performance metrics, cultural assessment and 360 survey

results, behavioral assessments and focus group discussions to understand

and resolve areas of poor performance. Conduct executive coaching

sessions, which include administering the Birkman for in-depth

personalized leadership development. Present Learning and Development

Scorecard to C-level executives.

Key Accomplishments

. Created and leading a 12-month training program for future leaders

including coursework in leadership, conflict resolution, employee

engagement, coaching and communication skills. Other components of

the program are reading and review of professional books, on-the-job

mentoring and oversight of a major project.

. Managing a specialized committee tasked with informing all employees

on organization's re-engineering of KPI goals and definitions.

. Supervising the Mentoring Value Partnership Program focused on

developing proactive relationship-building between senior and less

experienced employees.

. Leading the Organizational Development Advisory Council, charged with

reviewing organizational structure and team development to advise on

improving training and HR policies.

Chase Home Lending, Jacksonville, Florida

Vice President, Training Director ( 2007-2009

Mentor trainers one-on-one to upgrade course content, job application and

facilitation techniques. Managed a division-wide curriculum project

successfully reducing downtime by detailing individual career paths, job

essentials and proficiency series training. Oversaw department budget for

divisional training, ensuring all projects were completed on schedule,

within scope and cost. Collaborated with executive level management to

review mid-to-senior level manager skill set, focusing on training of soft

skills to boost morale and productivity. Employed follow-up surveys, post

training to quantify effectiveness and employee satisfaction. Cont...

Kellie Gillenwater Page Two

Chase Home Lending, Cont...

Teamed with Marketing Department after review of under performing employee

satisfaction surveys to resolve possible attrition. Championed attaining

state grants and approval of continuing education units. Worked in

conjunction with IT Department to build a user-friendly submission portal

to speed up training request process and produce needed data reports for

management distribution. Streamlined operations through working with

global cross functional teams in securing SMEs, vital resources and

increasing productivity among individual, team and company-wide

stakeholders. Performed win-win negotiations with international BPOs,

resulting in greater continuity and cost cutting within multiple

departments. Planned and executed process mapping as well as small and

large-scale focus groups to gain relevant information and metrics on job

role success, key competencies and performable tasks. Authored

standardized templates for needs analysis, project scope, design, and

evaluation of course material, resulting in improved inter-departmental

communication and company-wide consistency.

Key Accomplishments

. Rocketed an additional $29M < 90 days via development of an external

client web-based certification program.

. Leveraged knowledge of the ADDIE model to manage a global team of

trainers designing and delivering 5K+ hours of training to internal

and external clients.

. Administered portal data within the Learning Management System,

enabling trend identification, accurate employee evaluations and

details of training metrics.

. Integrated cutting edge IT resources to gain relevant data on

organizational readiness, upgrade internal communications and improve

one-on-one executive training.

Washington Mutual, Jacksonville, Florida

Instructional Design Manager ( 2003-2007

Served as key member of Enterprise Learning Strategy Team, tasked with

converting metrics for 5K+ staff into a new Learning Management System.

Utilized data to predict channel training needs, leading to greater speed

to market while decreasing time to productivity. Utilized the ADDIE model,

incorporating blended instructional methodologies to write and produce

targeted participant workbooks, leader/system user guides and clear,

concise job aids. Produced criterion for Level II evaluation development.

Partnered with Enterprise Contact Center to investigate recurring issues

and make recommendations for action.

Key Accomplishments

. Developed 50+ curriculum plans for job roles within Servicing and

Production Operations.

. Led workgroups (IT, Training, HR, Quality and Customer Service) during

a major system upgrade for contact center.

. Managed a cross functional team of designers that created 2K+ hours of

instruction delivery including instructor-led, eLearning, OJT and

blended.

. Supervised US and international training initiatives for Core

Servicing, Default and National Post-Closing Operations.

Regency Centers, Jacksonville, Florida

People Services Manager ( 1999-2002

Wrote and executed 50+ seminars in 15 cities with 3 direct reports for

employees in all levels of the corporate structure. Authored course

content to include the most current practices and information on

harassment/discrimination law, "train the trainer" skills, leadership,

compensation and results-centered client services. Forecasted and

maintained budget for company Training and Corporate Planned Giving.

Created a user-friendly, interactive, intranet page for training and

development, which hosted an on-line training library and automated

checkout procedure. Wrote job postings/descriptions, applicant question

profiles and streamlined the job requisition form process and prospect

filtering/pre-screening.

Kellie Gillenwater Page Three

Regency Centers, Cont...

Key Accomplishments

. Became Subject Matter Expert for a new on-line recruiting tool,

working with 15 offices across the US.

. Slashed average time to hire from 161 days to 42 days and recruiting

costs 19% through integrating improved interdepartmental

communications and leveraging IT resources for HR functions.

. Produced comprehensive compensation worksheets for 400+ nation-wide

employees, including LTI, employee benefits and bonuses.

. Collaborated with the Vice President of Human Resources to improve

senior leadership's comprehension of job duties, position requirements

and core competencies.

Career note: Additional excellent experience as Corporate Trainer and

Policy Development, Oral Health Services ( 1998-2000. Details furnished

upon request.

Formal Education

Master of Business Administration ~ (Concentration in Leadership)

Tiffin University, Tiffin, Ohio

Bachelor of Science ~ Business Management

Franklin University, Columbus, Ohio

Professional Development

Certified Birkman Method Interpretation, Birkman International

Foundations of Leadership Program, Center for Creative Leadership

Evaluation of Training, Langevin

Behavior Minder Train the Trainer, Temenos Inc.

Instructional Design/Needs Analysis, Practical Management, Inc.

Technical Proficiencies

Microsoft Office Suite

Visio

Captivate

Fidelity/MSP

PeoplSoft

Ceridian

Kronos

Lawson

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