KIMBERLY REDD

Chicago, IL ***** 708-***-**** ad2gmc@r.postjobfree.com

Collaborative, human-centered learning and development director with 15+ years of experience in training and instructional design. Expertise in call centers, leadership development, continuous education, and e-learning, coupled with success in team management and cross-functional collaboration.

Professional Experience

Chicago Transit Authority (CTA) – Chicago, Illinois 2023-Present Director of Learning & Support

Leads three Learning and Support teams, overseeing Technical Writing, Instructional Design, and Career & Leadership Development. Aligns team members' roles and responsibilities with industry standards. Provides coaching and fosters team member development through workshops and mentoring. Continuously collaborates with leadership to ensure project updates are aligned with business needs for 11,000 employees.

Stericycle – Chicago, Illinois (Remote) 2019-2023

Customer Care Training Manager

Oversaw hiring, performance management, and development for 9 direct reports across Instructional Design and Training departments. Drove a 38% increase in customer service KPIs by launching a full suite of continuing education programs for all staff, from front-line workers to executives. Increased employee satisfaction by 18% and succession planning by 15% by implementing leadership development programs and training to identify and develop internal talent for future leadership roles. Managed a $3M budget while maximizing training and department staffing. Achieved 100% compliance on regulatory training by transitioning in-person training to e-learning. Drove a 15% increase in EOS survey by conducting needs analysis across all departments and collaborating with cross-functional leaders to define training objectives, create training measures of success, and implement and evaluate L&D initiatives. Transformed company-wide training department, including launching a knowledge management initiative, a virtual training library, and an interactive training hub for 26,000 employees; managed the development of 500+ new standard operating procedures (SOP).

Velocity EHS Chicago, Illinois 2018 – 2019

Sales Training Manager

Partnered with the VP of Sales and Sales Directors to create continuing education courses for executives and sales managers. Developed engaging training programs for employees in seven different departments. Coached and developed instructional designers and trainers. Identified knowledge gaps for sales executives and created eLearning modules using Articulate 360, Captivate, and Camtasia. Managed the day-to-day operations of the Sales Training team. National Restaurant Association Chicago, Illinois 2015 – 2018 Customer Care Training Manager

Collaborated with senior-level business leaders to develop customer service and sales associates. Led all training and development initiatives for the service center and sales teams, including product launches, technical training, management development, eLearning, and continuing education certification courses. Provided an interactive, hands-on learning environment and created a tiered associate training platform that reduced employee errors by an average of 33% and increased quality assurance scores by 15% overall. Conducted needs analysis to determine knowledge gaps, enhancing the effectiveness of wiki pages, video reference guides, and continuing education courses. KIMBERLY REDD

Chicago, IL 60607 708-***-**** ad2gmc@r.postjobfree.com Enova International Chicago, Illinois 2009 – 2015

Talent Development - Training

Created and delivered training and organizational development programs for 24 call centers, supporting businesses in the United Kingdom, Canada, Australia, and the USA. Managed the design and development of training materials for employee onboarding and continuing education classes. Created and updated manuals, online knowledge management tools, job aids, and testing materials. Partnered with management to support product launches, mergers, and compliance initiatives. Reviewed Employee Opinion Survey (EOS) data to support the development of new engagement initiatives. Supervised 33 talent management projects for four international brands: CashNetUSA, NetCredit, Quick Quid, and Dollars Direct.

Pronto Connections LLC. Chicago, Illinois 2009

Training & Quality Assurance Lead

Designed training materials to address call center and client needs for 90 business accounts. Provided training and coaching for 150+ service associates and senior sales account managers. Led coaching and quality assurance programs for customer service representatives and front-line managers. Maintained individual progress records to assist with coaching and employee development plans. To meet aggressive staffing goals of over 50% growth, supported recruiting and candidate screening. St. Elizabeth Junior High School Chicago, Illinois 2007- 2009 Teacher

Instructed Art and World History courses for 120 middle school students, resulting in a 40% increase in students achieving two-grade levels of growth on the ISAT test. Utilized creative teaching techniques to encourage knowledge retention in a blended learning environment. Education

Illinois State University, Normal, Illinois

Bachelor of Science, History

Technical Expertise

Questionmark, Adobe Captivate, MacOS, WebEx, Knowlagent, InDesign, Confluence, Articulate 360, various Customer Relationship Management (CRM) systems, PowerPoint, Photoshop, Excel, Visio, Microsoft Publisher, QuestionPro, Salesforce.com, Vyond (formerly known as GoAnimate), Camtasia, Snagit, SuccessFactors LMS, Cornerstone LMS, Captivate, and Microsoft Project. Courses & Certifications

Association of Talent Development (ATD): Bloom Taxonomy, Measuring Learning Results, Essentials of Performance-based Job Aids, Extending the Classroom, Adult Learning: Motivating and Engaging Learners, Mobile Learning, and Articulate Storyline. Team Leadership KPIs Compliance

LMS Implementations

ADDIE

Salesforce

Executive Leadership

High Growth

Employee Retention SCORM

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