JAYDEEN PEREZ

ad2lcs@r.postjobfree.com C: 201-***-**** Budd Lake, NJ

Summary

Dedicated Training Manager skilled in theories and methods used in designing, developing, delivering, and assessing successful training programs and adult learning concepts. Results oriented trainer adept at learning and teaching new products, as well as tracking and reporting results that drive continuous improvements. Dedicated to supporting organizational mission and vision while consistently improving service delivery. Meticulous, responsive and adaptable to changing conditions.

Skills

Training Delivery

New employee on-boarding

Process Improvement

Product and service management

Project Management

Recruiting and Hiring

Mentoring and Staff development

Compliance and Quality audits

Reporting and Documentation

Team management

Business operations

Service-driven sales

Experience

American Red Cross New Jersey 07/2023 - Present

Training Development, Associate

Executes design, development, implementation, and evaluation of workforce performance materials, including work-related guidance and training.

Serves as project manager for guidance and training solutions.

Ensures proper process implementation, develops and manages relationships with key internal/external partners, provides consultation and facilitates collaboration and consensus among stakeholders.

Lead performance improvement projects, designs and implements performance improvement interventions.

Reviews, edits, and formats a high volume of varied content to ensure standards for branding, readability, usability, consistency, and level of complexity.

Amneal Pharmaceuticals Bridgewater, NJ 04/2022 – 07/2023

Manager, Learning and Development

Ensure Amneal's U.S. employees meet the company's training and development goals. Assess, develop, design and deliver company training strategy.

Project manage a mix of virtual and in-person training events including communication, invites, set up, materials, tracking attendance / hours and evaluations.

Facilitate training workshops on management skills and harassment.

Assign curriculum, courses and track completions in LMS.

Modify, update and develop supervisory and management skills workshops.

Develop eLearning storyboards and develop in eLearning software.

Champion engagement with learning resources and support creation of custom business-critical learning paths (e.g., LinkedIn Learning) and guide users in developing team specific learning communities.

American Red Cross Fairfield, NJ 04/2019 – 04/2022

Instructor Manager

Oversee the effective delivery of all Training Services programming, quality assurance, resource optimization and adherence to all business processes across multiple territories, including the fulfillment of public course offerings and contracted, full services training.

Manage instructional staff, i.e., diverse hiring, training, coaching, compliance and evaluating to ensure a well-qualified team and to enhance operational success.

Ensure credentialing of all paid and Volunteer Instructors to meet American Red Cross, State and Local requirements.

Conduct onboarding sessions and arrange on-the-job training and mentoring process for new hires.

Arranged ongoing technical training for current Instructor team and ensure high quality training will be delivered.

Ensure that proper ARC protocols are followed to protect the organization’s customers and staff who take part in Training Services activities, e.g., class ratio, adequate adult supervision for youth courses, certificates of insurance.

Manage key metrics to ensure process control, achievement of productivity targets, and identification of leading indicators of performance issues.

Ensure adherence to Service Delivery policies and processes, analyzes and interprets data from multiple operational reports to measure team success.

Manage all Instructor personnel for the provision of quality training and supply staff development training.

Conduct performance reviews, develop direct reports through consistent coaching and constructive feedback.

American Red Cross Fairfield, NJ

Service Delivery Manager

Responsible for the effective delivery of all service delivery training for the NY Metro territory, including the management and fulfillment of community course offerings and contracted, full-service training.

Supervise and manage the performance of all service delivery paid and volunteer staff, which includes Training Specialists, Training Scheduling Coordinators and Instructors.

Monitor the adherence to processes as they relate to course delivery including staffing, logistics and course curriculum standards.

Implement training, staff development and credentialing needs of all instructor resources to ensure high quality training and that delivery capacity meets sales demand.

Ensure instructor adherence to training standards.

Guide the development of all training functions, recruiting, retraining, and managing the instructor network.

Implement risk management activities to protect the organizations customers and staff taking part in service delivery activities.

Ensured quality assurance and compliance of all internal and external instructors, including efficient and effective use of resources.

Manage and project instructor capacity to meet variable demands of course volumes.

Analyze and interpret data from operational reports to make business decisions related to staffing and program delivery that are fiscally responsible and following organization policies and procedures.

Mars Inc. Budd Lake, NJ 07/2017 – 4/2019

Global Service Analyst, Contractor

Support the Mars University IT college calendar to align with the needs of internal and external stakeholders.

Manage IT College initiatives from beginning to end, working with cross-functional teams and external vendors globally.

Manage metrics and quality improvement plans for service delivery and performance, to guarantee training meets customer expectations and agreements.

Responsible for LMS input and reporting using the Success Factors platform.

Execute all program related planning such as, venue, food, materials, and AV.

Responsible for global vendor contract approvals and payments.

Maintain IT College website execution and updates.

Key point of contact for participants attending IT College learning programs in assigned region.

Realogy Madison, NJ 08/2015 - 03/2017

Learning Instructor

Facilitated all new online training of Realogy's proprietary applications to independent real estate sales associates, managers, administrative staff and brokers.

Developed learning content, manuals, job aids, instructor presentations and self-paced eLearning modules.

Collaborated with the extended team, brand learning groups and other departments to create innovative learning solutions to perfect user performance.

Maintained curriculum content using Success Factors LMS. Managed training records, including enrolling users, updating user profile, course completions and user/group permissions.

CVS Caremark Fairfield, NJ 09/2011 - 08/2015

Training Consultant

Delivered classroom-based training for all new Pharmacy Representatives on system applications and processes.

Developed and supported all formal training curriculum documents, policies and procedures.

Performed on-going Quality Assurance audits to assess quality of work performed, and compliance and identify training needs.

Conducted weekly calibration sessions with team to ensure process compliance.

Utilize screen-capture software and document sharing software (SharePoint).

Conduct virtual train the trainer sessions across the organization via Live Meeting, web-based conferencing.

Function as a mentor for new trainers to prepare them for facilitation and on-boarding of new hire classes.

Wells Fargo Basking Ridge, NJ 11/2008 - 08/2011

Financial Center Manager

Directed all financial center employees in achieving all sales and service performance goals.

Trained all financial center employees in delivering exceptional customer service and operational compliance.

Managed all Human Resource processes for financial center personnel, such as appraisals, disciplinary action, development plans, career development training, interviewing, and hiring.

Primary point of contact for customers in assessing needs and resolving escalations.

Verizon Teaneck, NJ 09/1996 - 10/2008

Training and Quality Specialist

Facilitated leader led and e-Learning training for both new hires and existing consultants for sales and service initiatives.

Delivered engaging sales and product training to all call center staff.

Conducted weekly observations and coached staff on areas of opportunity and success.

Implemented strategies for quality performance improvement, including root cause and data analysis.

Executed development programs and measurements to support customer service representative success.

Education and Training

Mercy College Dobbs Ferry, NY Felician College Lodi, NJ

Master of Science in Organizational Leadership Bachelor of Arts in Elementary Education

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