Learning and development professional

Jaclyn Reed

** ********* ***** *********, ** **788, 516-***-****

***********@*****.***

EXECUTIVE SUMMARY

Pioneering, action-driven learning and development professional with demonstrated accomplishments in the strategic and tactical leadership of global enterprise learning and development programs. Proven success in instructional design and development, facilitation, e-learning, budgeting and organizational development. Key executive management positions reporting to CHROs, COOs and CTOs.

A motivational, lead-by-example change agent and driver of employee engagement and retention providing diplomatic, culturally and globally sensitive leadership ensuring efficiencies in process control, compliance, profitability and shareholder value.

CORE COMPETENCIES

Leadership Development

Process Improvement

Instructional Design

eLearning Development

Organizational Development

Team Building

Corporate Communications

Learning Metrics and Evaluation

Change Management

Captivate, Lectora, After Effects, and Camtasia

Sterling Talent Solutions (September 2014-September 2017)

VP of Global Learning and Knowledge Development

Global leader of all corporate learning initiatives for Client Services, Account Management, Operations, Product, IT, Human Resources and Legal and Compliance. Promoted to Vice President and member of the Leadership Group.

Increased employee engagement levels from 3.8 to 4.0 out of 5 by:

oEstablishing a New Employee Orientation program

oDesigning and facilitating global leadership programs

oIntroducing innovative learning strategies such as gamification and micro learning

Unified, established, and restructured a large and global learning organization by

oBuilding out a large global team of project managers, LMS administrators, highly skilled training professionals, instructional designers, and eLearning developers

oIntroducing analytics to track trainer utilization rates, trainee retention, satisfaction, and engagement

oIntroducing a trainer based leaderboard system to drive accountability

Increased the capability of Operations and Client Services staff by:

oEstablishing stringent graduation processes and requirements for over 3300 new and tenured employees

oBuilding a world-class training program for Client Services focused on first call resolution and customer service which attributed to a rise in CSAT scores from 3.95 to 4.17 out of 5

oDeveloping a world-class blended learning program for Operations aligned with our quality assurance department which reduced training time by two weeks, saving the organization over $300,000 per year.

oLaunching new eLearning courses which addressed key quality challenges that resulted in an increase in agent quality scores from 80% to 100% critical accuracy

Partnered and collaborated with colleagues across various departments to:

oDesign and develop eLearning courses for all global performance and compliance needs

oHelping to establish the talent development strategy by contributing to the talent assessment process and building out a framework for high potential employees

NPD (May 2011-September 2014)

Director of eLearning

Led the design and delivery of training programs for Account Management, Operations, Product, and IT employees

Researched, implemented, and maintained an open source Learning Management System for clients

Created and implemented a successful certification program certifying 500 account managers, 200 operations, and 100 product employees

Designed and implemented a successful global training program for DecisionKey

Using instructional design methods created and conducted onsite, and web based training

Regularly evaluated end of training surveys to maximize ROI

Directed the creation of customer facing training content to minimize client development support calls and maximize first call resolution

Worked with Subject Matter Experts to design various training programs for IT employees

Canon USA (March 2009-May 2011)

Senior Technical Curriculum Developer

Recruited to enhance current team capability by driving the creation of innovative training programs for Canon Technicians and System Engineers

Mobilized more than 300 subject matter experts while managing a refresh of six industry standard ATSP certification exams while formulating hundreds of certification appropriate assessment questions

Using Instructional design methods, created multiple instructor led, online, and blended learning courses for various proprietary products

Introduced innovative eLearning features and functionality

Consistently named as lead eLearning developer based on end of training evaluation scores

Led and developed a team of three instructional designers

Designed and supported all LCMS course templates eliminating the need for external contract personnel

Hearst Business Media (November 2007-January 2009)

Training Manager/Director

Design and delivery of training for over 9 Business Units as well as external customers

Targeted creation of a training needs survey used to establish a training program for 12 business units with a total of 900 employees

Based on extensive research and limited budget, introduced and successfully managed the LMS rollout and configuration of an open source solution while still providing the same features and functions of other more expensive out of the box applications

To support an MS Office upgrade, created online and instructor led interactive courses in Project, Excel, and Outlook

To help project managers generate enthusiasm and buy in for their solutions used instructional design techniques to develop and facilitate webinars for the Project Management committee

Participated in the Six Sigma committee and recommended various cost effective Six Sigma training programs as alternatives to existing Six Sigma training

Sandata Technologies Company (July 2005-November 2007)

Project Manager/ Implementation Specialist and Trainer

Lead project manager, subject matter expert, and head trainer serving over 2000 customers and employees

Maximized talent pool by building, developing, and evaluating the training team

Supported the launch of all products by acting as a technical writer and subject matter expert

Successfully managed the implementation for all new accounts

Developed project plans for each agency and ensured all tasks were delivered on time and within budget

PhD in Education and Human Resource Studies/Education Sciences Colorado State University (Expected 2018)

Master Degree in Adult Education and Training University of Phoenix (2010)

Bachelor Degree in Liberal Studies at Southampton College, Southampton, NY (2003)

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