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Sales Customer Service

Gilroy, CA
September 13, 2018

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Dynamic Learning and Development professional adept at creating and managing large scale comprehensive projects including Instructional Design, Leadership Development and Organizational Effectiveness programs that successfully address learner needs and drive business performance.


Designs, develops and delivers learning strategies and programs that drive corporate goals.

Project Management of learning and development initiatives across the organization, including On-boarding, organizational effectiveness, change management and cultural enrichment programs.

Implementation of customer service programs to increase effectiveness of sales personal to enable increase in sales volumes.

Works with Subject Matter Experts to research and define content to meet the needs of intended learning objectives.

Develops curriculums for learning delivery methods including eLearning, Webinars, instructor lead training, Gamification, Micro Learning solutions and blended learning approaches. Effectively applies adult learning theory and evaluation models for learning effectiveness.

Increased high margin value-add sales with product knowledge education for new product launches and product certification programs.

Designed a management development curriculum that upgraded leadership competencies including leadership styles, performance management, coaching and feedback, communication skills, managing underperformers and conducting effective meetings.

Implemented and provides system administration for the SAP – SuccessFactors Learning Management System. Ensures that materials and tracking integrate seamlessly with AICC/SCORM compliance requirements.

Provides courses/policies for legal regulatory requirements and ensure organization meets compliance.

Led communication initiatives including digital monitors, video messaging, and newsletters to drive employee satisfaction and reduction in turnover. Orchard Supply Hardware-

Lowe’s Subsidiary

San Jose, CA

Learning & Development

Program Manager


Sr. Instructional Designer

2011 -2018

Instructional Designer


Abbott Laboratories

Morgan Hill, CA

Technical Training



Training Specialist


Designed learning programs that are in compliance to FDA (Food & Drug Administration) requirements for the development of IV Pumps.

Delivered curriculums on a variety of learning platforms encompassing traditional classroom, eLearning web-based and Structured on the Job Training (SOJT).

Provided certification programs and competency-based evaluations to ensure compliance to version control of detailed electronic assembly requirements.

Provided Safety Communication for Environmental Health and Risk Management.

Certified IPC-810C trainer for assembly and electronic soldering acceptance.


Palo Alto, CA

(Various Positions)

Marketing Communication

Program Manager

MARCOM Specialist

Technology Trainer

Planned and executed Marketing Communication Strategies to support business initiatives for the Electronic Trading Organization that effectively met the needs of the target audiences which included Resellers, the Sales Force and employees.

Provided a variety of communication vehicles including, newsletters, brochures, and intranet articles.

Improved employee performance by building organizational clarity and alignment for the changing nature of the marketplace and their roles.

Managed project to educate and train employees on the new Order Fulfillment system introduction and implementation.

Designed Graphical User Interface for Unix platform for Information Technology partners and engineers.


Success Factors LMS administration

Course Development Software: Articulate

Presenter, Storyline, Engage, Quiz Maker,

Captivate, Go Animate, Vyond, HTML

Adobe Suite: Premier, Photoshop, Audition,

InDesign, Illustrator, Dreamweaver

Microsoft Office Suite

Smartsheet, Magic Info Media

BA: Business Administration

Major: Marketing Minor: Advertising

San Jose State University


Society for Human Resource Management (SHRM)

Association for Talent Development (ATD)


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