Training Manager
Resume:
Dena R. Loverde
Sherman Oaks, CA 91423
818-***-**** – home
323-***-**** – cell
*********@**.***
CAREER STRENGTHS:
Training & Facilitation People Management Needs Assessment
Curriculum Development Train-the-Trainer Motivator
CAREER SUMMARY:
Within the last fifteen years developed multiple training departments from needs assessment through training
evaluation. Successfully managed and trained field staff in regional roles to act as ambassadors of sales and company
brand. Training curriculums include: basic sales, customer service/satisfaction, coaching to success in a sales
environment, employee/leadership coaching, train-the-trainer and management development. Proven success in
working with domestic and international audiences to achieve company dictated outcomes while developing solid
working relationships.
EXPERIENCE:
DRL Training & Consulting – Los Angeles, CA
July, 2009 – present
Professional Facilitator and Instructional Designer
Through contractual relationships with organizations, develop and/or deliver training materials, create documentation,
and consult on how to improve the performance of their employees.
DIRECTV – Los Angeles, CA
February, 2009 – June, 2009
Director, Sales Training – Telco
Responsible for the management and continued improvement of the training teams for the telco sales team. Ongoing
management and coaching of third party field training vendor responsible for day to day training, coaching and sales
advancement in multiple telco partner call centers all over North America. Training developed and deployed in the
following areas: sales, customer satisfaction, coaching in a sales environment, specific products as well as technical
training.
Shopzilla.com – Los Angeles, CA
December, 2007 – January, 2009
Senior Manager, Learning & Development
Active co-leader of an operational Human Resources team where duties include: rollout, maintenance, review and
feedback on company wide appraisal program, development of career laddering including, development of paths and
job descriptions; execution of previously designed management training sessions and participation in multiple human
resource and organizational development activities to support organizational population.
The Walt Disney Company – Burbank, CA
June, 2006 – November, 2007
Disney Mobile - Manager, Training & Development
Responsible for the design, development and implementation of training for a vendor call center (modules include
Disney history/culture, guest care, sales, retention, collections etc.). Along with internal partners, ensured consistency
of Walt Disney and Disney Mobile message when training was disseminated to internal and external vendors. Training
responsibilities include:
Coordinated the development of all training materials both internally and in partnership with call center
•
vendor (includes new hire training as well as on going training as needed).
Provided input for training development for national distribution partners to drive consistency throughout all
•
channels of the business.
Participated with cross-functional team members to define and develop call center specific Methods &
•
Procedures (M&Ps) and ongoing Guest Care policies.
Manage facilitation of all training modules and courses to call center representatives, on-site call center
•
trainers (Train-the-Trainer), and internal Disney employees.
Manage relationship with on site call center training staffs to ensure continued excellence and communicate
•
any recent/upcoming changes
Dena R. Loverde
14328 Magnolia Blvd., Unit 7
Sherman Oaks, CA 91423
818-***-**** – home
323-***-**** – cell
*********@**.***
EXPERIENCE (CONT’D)
June, 2003 – June, 2006
International Labor Standards, Manager, Regional Compliance, North America
Responsible for the development of training for an international department on the International Labor Standards
program. Along with Regional input, developed and maintained education for internal as well as external audiences on
the International Labor Standards (ILS) program and its components. Aided in the creation of leadership development
of the Management team as well as the larger Glendale team. Also responsible for the management of regional
compliance operations for North American Business Units; including directing the compliance program,
educating/training, relationship management and maintenance of database unique to the company.
Training Manager responsibilities included:
• Conducted international needs analysis to determine training requirements for international audience
• Created and maintained training tools used by ILS Regional teams
• Coordinated with internal business units (DCP & Disney University) to attend monthly training sessions
(Traditions & Disney Way I) to educate audiences in the ILS Program
• Working with e-learning initiative management team to launch the ILS program in the first wave of e-learning
courses
• Work with international business units to determine training plan for compliance program
• Works with Sr. Management as partner to design and develop training programs that will be effective and well
received by various job roles
• Partnered with organizational consultant and Corporate HR Management to develop organizational assessment
and selected sessions
• Works with various external service providers to achieve success in training and organizational development
projects
Regional Manager responsibilities include:
• Managing a team of analysts to ensure organization and personal goals are met
• Working with senior business unit leaders to ensure compliance with program
• Managing the regional compliance operations for all North American business units
• Managing the global coordination of business unit activity
• Educates business units and external audiences on the requirements and expectations of the program
• Negotiate and resolve compliance-related issues that arise between the ILS group and Licensees,
Vendors/Suppliers and Manufacturing Facilities
• Provides strategic vision for the North America regional group and collaborates with other regional teams to
implement best practices
January, 2001 – June, 2003
Maritz Performance Improvement Company Torrance, CA – Sr. Project Manager
Participated in the development of training (including classroom, self-study, web based, and conference style) for
major automotive manufacturers such as: Honda Financial Services, Toyota Financial Services, and Nissan, North
America. Development process included:
• Worked with client’s Senior Management to determine the type of needs assessment to be conducted to elicit
the most accurate information
• Performed the needs assessment and reported results to the client
• Worked with client as partner to design and develop training and organizational effectiveness programs that
would be effective and well received by various job roles
o Training programs included:
Classroom – stand up facilitator
Self-study – all inclusive training for field positions
Web based (e-learning) – modules designed for learners to use in short time spans
Conference style – multiple learning sessions to run over a three-day conference
• Designed and conducted training evaluations to measure effectiveness of training courses
Project Management responsibilities included:
• Supported Management in managing the cost, schedule and quality for all assigned projects
• Interacted with client as a project leader, demonstrating client sensitivity
• Provided solutions to difficult operation and client situations
Dena R. Loverde
14328 Magnolia Blvd., Unit 7
Sherman Oaks, CA 91423
818-***-**** – home
323-***-**** – cell
*********@**.***
EXPERIENCE (CONT’D)
July, 2002 – March, 2006
University of Phoenix – Woodland Hills, CA – Instructor
In class and online Instructor of communication courses. Responsible for syllabus creation, maintenance, course
delivery, and grade determination.
August, 1999 – December, 2000
eToys, Inc. Santa Monica, CA – Customer Service Center – Training Manager
Responsible for all parts of the training program for an e-commerce company. Responsibilities included:
• Management of training function within cross-functional team in which customer contact will occur
• Ongoing professional development of existing staff in order to enhance and expand their roles as mentors and
part-time trainers
• Assessment of technical and soft skills training needs
• Development of annual training program that included forecasting of training needs and budget
Development of training programs included:
• Performed needs assessment for incoming seasonal and non-seasonal staff as well as aiding in the assimilation
of said staff into existing department.
• Development of multiple original and in some cases job role unique, training courses from design document
stage to final revisions
Managed up to ten Trainers in remote locations. Management of Trainers included:
• Conducted train-the-trainer sessions for each location to ensure consistent training methodology
• Observed and provided feedback of training sessions in each location
• Conducted regular meetings to address training issues unique to each location
EDUCATION:
MASTERS OF ARTS – SPEECH COMMUNICATION, JUNE, 1999
Studies included organizational, intercultural, and interpersonal communication as well as management.
California State University, Northridge, California
BACHELORS OF ARTS – SPEECH COMMUNICATION, AUGUST, 1991
Studies included basic speech, organizational communication as well as management courses.
California State University, Northridge, California
ACTIVITIES:
Burbank Literacy Program
AIDSWALK Team Leader, 1996, 1997, & 1998
Revlon Run/Walk for Women Team Leader, 1996, 1997, 1998. & 1999
American Society for Training & Development National and Local Member, 1997 – present
Board of Directors, Director of Membership 1998 – 1999
Alpha Kappa Psi – Professional Business Fraternity – Board of Directors Member, Treasurer – 1988
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