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EXECUTIVE PROFILE

Proactive, high energy manager with a proven ability to build trust and develop effective relationships. Proven track record in Project Management, Training and Development and Human Resources. Effectively performs at the highest level in difficult and challenging environments. Expertise in handling and resolving a wide range of management issues. Outstanding interpersonal and communication skills, with expertise in dealing with people from diverse backgrounds and cultures.

SKILLS

Instructor Led Training, eLearning, Web, Online course development.

Proficient in Office 365 Suite to include PowerPoint, Word, Excel, Publisher, etc.

Design software including Adobe Captivate, Camtasia, Moviemaker, Snagit, Pythagoras, etc.

Learning Management Systems such as Cornerstone, Litmos, Wordpress and Dialogue, etc.

Leadership and Management training.

Project management.

Recruiting and Human Resources.

EDUCATION

BACHELOR OF SCIENCE - TROY UNIVERSITY

ACCOMPLISHMENTS

Former ASTD Board of Directors.

CPLP, SPHR, USTA Certifications.

International Who’s Who of Professionals.

Who’s Who Among American Business Women.

Recipient of ASTD Team Success Award

JULIA STONE CPLP, SPHR

813-***-****

addwi5@r.postjobfree.com

Manager of Training & Development, Social Media & Quality Assurance 2019 – 2020

College Hunks Hauling Junk & Moving, Inc. Tampa, FL

Responsible for improving the productivity and sales ability of the CHHJ&M / SLC employees. Has the end to end responsibility of introducing new Contact Center employees to the CHHJ&M culture and training. Train them to be successful sales or customer service agents including a remote agent workforce, QA and Social Media. Manage, the global training calendar, the Training & Development teams, QA teams for 2 Call Centers (Tampa, FL & Jamaica), and the Social Media team. CCW 2019 Call Center

Manage the creation of content, responding to technology or competitive changes in the environment as well as ongoing continuation training.

Increased agent graduation rates by 75% within first year.

Produced successful testing passage rates of 93%.

Identify agent developmental needs and oversee the creation of suitable training solutions to address these needs. Expanded courses to include Sales, Customer Service, and Development. Increased course offerings by 65%.

Plan / develop training programs based on business goals for both new hire and tenured employee populations.

Manage the Training department personnel including Trainers and Instructional Design personnel. Domestic and abroad.

Mentor training team members conducting classroom observation, trainer evaluations and Train-the-Trainer programs.

Manage the Quality Assurance team ensuring consistency in the evaluation and feedback process. Domestic and abroad.

Manages the Social Media team ensuring consistency in monitoring and responding to social media. i.e. Facebook, Twitter, Yelp, Customer Service in box, etc.

Manage Learning Management System (LMS), development and reporting.

Adds expertise and manages the recruiting / hiring process of the SLC employees.

Develops / Manages a mentorship program for high performing agents.

Demonstrates creativity and flexibility in training of agents, experienced in training remote employees.

CCW Excellence Award winning Call Center for 2019, Best in Class (under 99 seats).

Manager, Learning Experience 2016 – 2019

EVO Payments, Inc. Tampa, FL

Plan, develop, implement and administer processes of the company’s training programs and standards. Manage the Global Mandatory Training Calendar and LMS System. Ensure the overall quality of company training programs. Manage the training and development team.

Manage an average of 40 projects for department. Ensure the quality of training programs and coursework through effective needs assessments, course design, content development, as well as program delivery.

Mentor training team members conducting classroom observation, trainer evaluations and Train-the-Trainer programs.

Participate and provide functional area expertise in large-scale projects involving cross-functional teams.

Communicate effectively both verbally and in written formats with stakeholders and C-suite.

Managed the delivery of effective instructor led, webinar and classroom training.

Successfully administered the design, development and implementation of classroom, webinar, online and eLearning courses using Captivate, PowerPoint, Moviemaker, Microsoft products and other software media.

Met aggressive deadlines as necessary for Onboarding, Product and Mandatory Compliance training programs.

Manage and implement global mandatory training programs to include sourcing various vendors, negotiating contracts, and launch of global training calendar. Including multi-language translation.

Provide onboard training for monthly new hires which involved a blended learning program.

Manage LMS system to include loading courses, running reports, metrics tracking, on Cornerstone and Litmos.

Provide monthly and ad-hoc reporting to C-suite leadership.

Design, develop and implement management leadership development program.

Project Manager / Facilitator 2013 - 2015

IBM Corporation Franklin Lakes, NJ

Lead the facilitation of incoming Retail Network IT Command Center issues for IT Claims Services - Production Support Organization (PSO) for Express Scripts. Determine the root cause of the issues and assign to programming staff accordingly. Manage and track the progress of the issues and maintain SharePoint tracking systems to ensure proper communication and documentation for executive management. Provide facilitator development and on-the-job training for incoming facilitators. Manage issues through to resolution. Manage resources and escalation process as needed.

Assessed, designed and developed instructional materials including training manuals, guides, teaching aids for on-the-job training.

Trained and developed highly effective team members.

Championed project management of client issues, including coordination between project and technical resources to support issue resolution, and coordination of operational readiness requirements.

Modified timelines and work schedules according to project changes.

Excellent interpersonal and communication skills, complementing proven creative problem-solving capabilities.

Excel at organizing, coordinating, and managing projects.

Work effectively with users and upper management to define and solve problems.

Sr. Product Process Trainer 2007 to 2013

FISGlobal St. Petersburg, FL

Lead the Performance Improvement team to schedule, market and conduct educational sessions to support clients and develop training strategies to meet client, division and company goals. Assessed, designed and developed instructional materials including training manuals, leader guides, teaching aids, assessments, training activities, self-paced study and performance evaluation tools. Proficiently delivered Web, classroom and eLearning instruction for clients and internal training on complex credit card systems and products.

Trusted advisor on training program delivery, methods for maintaining personal motivation, and adapting course content to the needs of students.

Employed a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training program.

Served as the “subject matter” expert for each course, reviewing design documentation, updating courseware and maintaining all lab/classroom equipment and configurations.

Used various software products to develop documentation and instructional materials such as SharePoint, LMS Dialogue, Microsoft Office, Word, Excel, PowerPoint, SnagIt, Pythagoras, Articulate Storyline2, and Captivate, etc.

Work effectively with users and upper management to define and solve problems.

Able to train experienced people and develop highly effective teams.

Developed effective internal controls and always operated within budget.

Excel at organizing, coordinating, and managing projects.

Team leader of ASTD prestigious OPAL award winning team two years running.

Team leader of Patriot Week award winning team two years running.

Team lead on multiple projects to improve Performance Improvement processes, value, and ROI.

ASTD Workplace Learning Award recipient for Team Success.

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