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Training Customer Service

Irving, Texas, United States
May 11, 2019

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**** ** *** 469-***-****

Forney, Texas 75126


An innovative and dynamic operations manager with domestic/international experience in human capital management, training/development, technology solutions, project/ change management, continuous improvement, process re-engineering, and business acumen. Possesses a proven ability to lead large learning/HR teams to build best-in-class learning and talent solutions. A forward-thinking producer who utilizes strong communication skills to build collaborative relationships with executives and functional leaders to ensure the attainment of business goals.

Strategic Planning & Execution

Project Management




Change & Organizational Management

Succession Planning

Process Re-engineering


Business Acumen

Learning & Development

Human Capital / Talent Management


HR by M2M Dallas, Texas

Executive Director – Chief People Officer 2015 - Present

Specialize in HR and talent strategy development, HR transformations, talent process improvement and skills assessments and all types of training for various industries and positions.

CPO, VP of Talent and Training Interim for fast-growing retail chain, led HR while supporting IPO process and a retiring CHRO. Supported all Executive Leaders through organizational structure and change management to support large scale growth from 1,000 to 5,000 employees within 3-year period. Strategically advised retiring CPO, COO, and CEO during this time, as well.

Work with mid-size organizations to gain growth or IPO by providing foundational talent solutions including job profiles, process re-engineering to develop efficiencies across multiple functions, develop performance-based processes and systems with a focus towards business metrics, training programs across all levels, leadership and coaching models, compensation models, compliance strategy, new HRIS/HCM system selection and implementation, and recruiting and employment branding campaigns.

Board of Directors-ThinkWhy, LLC. - An interactive cloud-based platform leveraging artificial intelligence and machine learning. They transform career searches, elevate market awareness, and help customers realize why.

Women’s Foodservice Forum Dallas, Texas

Chief Learning Officer / VP 2015

Reporting to the CEO led the main revenue driver for the organization by creating leadership and talent development solutions for the foodservice industry to include restaurants, food manufacturing, and food distribution organizations.

Created 3-year strategy to build out a full L&D portfolio and double revenue streams supporting the strategic imperatives and mission of the organization utilizing research-based leadership competencies and assessments.

Led 2 board-based advisory committees in support of Leadership Development and Diversity and Inclusion strategies consisting of over 10 executives and board members in the foodservice industry.

Develop custom Human Capital solutions to support diversity and inclusion initiatives, talent management processes, organizational design and management processes and learning skill gaps.

TMX Finance, LLP Carrollton, Texas

VP of Talent Development & Training 2014 - 2015

Reporting to the CEO and COO led all aspects of Training, Internal Communications, Creative Services, and Talent Development organizations supporting more than 1500 field locations and 2 corporate offices. Charged with building a high performing training and talent teams to support the organization as it continues to grow revenues beyond $1 billion.

Directed learning, communications, and talent development strategies including succession planning, organizational design, performance management, and competency-based learning to support the expansive growth of talent ensuring improved retention, increased productivity, and higher morale.

Advised CEO and other Executive Leaders on growth strategy plans to ensure business was ready for growth through people, process, and technology.

Created a full in-house video production studio to strengthen learning development opportunities and communication delivery modalities utilizing results across 1500 locations and to 7000+ employees.

Developed and implemented a new leadership model to include competencies, training, and KPIs tied to compensation and succession planning.

Crafted design plans to move training to a fully blended and modular learning solution utilizing classroom,

e-learning, video, mobile, and self-paced modules.

Held 2 other key interim positions while continuing to successfully lead the Talent Development teams – VP of Contact Center and VP of IT Infrastructure


Senior Director, Learning Development & People Technology 2011-2014

Led all aspects of learning and human capital processes/technology organizations supporting more than 100,000 people for all domestic/international brands, including corporate members. Created and implemented long-term vision and strategy for training and human capital processes/technologies to support becoming a learning organization. Built new learning and organizational strategies focusing on attracting, retaining, and developing best-in-class talent.

Led teams through major transformation to globalize talent processes, standard operating procedures, and solutions for increased effectiveness while managing a budget over $5,000,000 for multiple brands and through all field and corporate organizations.

Supported the succession planning process with strong development plans for key talent with programs, such as leadership, mentoring, communications, and negotiations. Along with developing and utilizing a new leadership competency model to develop mentoring, leadership and high-potential programs supporting a path to improved talent pipeline.

Developed and directed all improvement around recruiting processes including implementing supporting human capital technologies to ensure efficiency in supporting over 1 million candidate applications per year.

Guided learning organization to develop and initiate plan to transfer non-structured, paper-based training curriculum to modular.

Built blended learning solutions with highly interactive modules, including instructor-led, on-the-job, and online modalities, utilizing various learning technologies. This included a new management curriculum, which has received college accreditation through American Council of Education.

Saved organization over $100,000 in print costs and significantly reduced training labor in just the first year of implementation of blended learning solution and renegotiated several vendor contracts saving organization over $200,000 in one year and adding valuable services to enhance each contract.


Director of Training/University Curriculum Design/Performance and Talent Management 2007-2011

Led training organization, including new product training, new team member training, management, and leadership along with all Human Capital technologies at industry-leading company. Created best-in-class strategy and architecture for training and learning technologies. Developed strategy and led initiative to transfer paper-based training curriculum to blended learning as highly interactive online courses using innovative and engaging design. Produced and led migration of corporate standards reference libraries to online environment using LCMS technology. Implemented learning management systems across over 6,000 restaurants and approximately 200,000 users, with course completions over 1,000,000 in first 12 months.

Structured blended learning solution of 30 modules in English and Spanish for new team member training on eight different job roles, including e-learning courses, online assessments, on-the-job activities, and skills observation checklists.

Managed implementation of an applicant tracking system for more than 1,100 restaurants to bring total system usage of hiring management system to 6,000 restaurants nationwide and managed support/enhancements of hiring management system utilized by over 5,400 restaurants involving more than 1,300,000 applications over an eight-month period.

Designed and executed performance-based training solutions, including instructor-led courses, e-learning courses, virtual classroom sessions, and self-paced programs to align to business strategies across operations and human resources domestically and internationally for more than 35,000 restaurants and over 1,000,000 employees.

Structured four complete training solutions for operations organizations across five brands to increase knowledge and skills in supporting more than 35,000 restaurants. Worked closely with more than 200 learners within a 12-month period.

Developed flash-based e-learning training solution to build awareness on new culture globally for more 30,000 learners.

Spearheaded global training projects while managing task force of 13 subject matter experts worldwide to produce competency-based human resources curriculum in blended learning solutions that included e-learning, virtual classroom sessions, partnerships with Cornell University, and informal learning solutions (including social networking, among others).

Collaborated with senior executives to identify leadership competencies and a coaching model, develop talent and leadership programs using blended learning approaches, and implement programs worldwide for more than 35,000 managers.

CITIGROUP Irving, Texas

Senior Training Manager 2004-2007

Led strategic planning, performance consulting, project management, continuous quality improvement, and organizational change/training initiatives for operations and customer service organizations. Created new instructional design department while leading it to internal best practice. Produced training program facilitated by company, resulting in 50% increase in new hire employee metrics and 75% reduction in number of dissatisfied customer complaints. Led Instructional Development Center of Excellence with strategic initiatives to create standardized models, processes, procedures, tools, and templates.

Addressed areas of project management and ADDIE: analysis, instructional design/development, implementation, and evaluation.

Managed areas of curriculum analysis, standardized style guides, traditional e-learning development, and rapid e-learning development.


MONK COMPUTER TRAINING & CONSULTING, Dallas, Texas, Principal, 1998-2004. Contracted to improve efficiency and quality in day-to-day production to corporations nationwide by providing performance consulting, customized training, and technology solutions. Designed customization and automation for Microsoft Office applications and proprietary software to enhance system capabilities and improve employee efficiency by 25%. Led team of technology professionals, instructors, helpdesk support professionals, and project managers as necessary for software customization, system integration, and technical training projects.

COMPUSA, Dallas, Texas, National Courseware and Training Products Manager, 1996-1998. Managed selection of training materials and products used/sold in over 160 training centers nationwide by building solid vendor relationships and handling successful negotiation of contracts. Supervised and spearheaded creation of instructional design team for custom instructor-led and web-based training development for external customers, providing increased revenues of over $100,000 within first year. Controlled costs for all printed training materials with $1,500,000 annual budget.

SPECIAL INSURANCE SERVICES, INC., Dallas, Texas, Internal Data Systems Manager, 1991-1996. Directed information systems management on various network architectures, applications, and hardware required for company operation. Streamlined operations and improved productivity on all administrative functions. Led helpdesk support team responsible for all desk-side support on software applications, both off the shelf and proprietary, for more than 100 end-users. Determined insurance reserves for Lloyd’s of London on all claims and reduced company risk by 15%.


DALLAS BAPTIST UNIVERSITY, Dallas, Texas, B.S., Business Management


Culture of Accountability Trainer, (all three tracks)

Inside-Out Coaching Certification

Certified Leadership Trainer & Developer, Achieve Global

Certified Customer Service Trainer & Developer, Achieve Global

iManage Trainer

Microsoft Certified Office User Specialist, Word Expert

iManage Engineer

CompUSA Certified Trainer


Leading for Organizational Impact,

Looking Glass Experience, CCL, 2013

Presentations That Work, Booher Consulting, 2010

Facilitating Organizational Change, ASTD, 2009

Essentials of Podcasting, Video,

and Writing for the Web, ASTD, 2009

Advanced Communications, Madison Consulting Group

& Citigroup, 2006

Leadership I, DDI Worldwide & Citigroup, 2005

Assessment Certificate - QuestionMark Perception, 2004


eLearning Guild

Chief Learning Officer Business Intelligence Board

Human Capital Executive Research Board

Wisetail Restaurant Forum

American Society of Training & Development,

National & Dallas

Women’s Foodservice Forum

Maise Learning Consortium

CGI Workforce Development

Court Appointed Special Advocate (CASA)


Brandon Hall Excellence in Learning Award, Best Learning Program Supporting a Change Transformation, 2017

Brandon Hall Excellence in Learning Award, Best Custom Content for Team Member Training, 2010

President’s Award – Pizza Hut, Inc., Yum Brands, Inc., 2010

Delivering Training Subject Matter Expert, ASTD Certification Competency Study Project (CLCP), American Society of Training & Development, 2004, 2005

President’s Award, Outstanding Performance, CompUSA

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