Training Manager
Resume:
OBJECTIVE:
Results-driven leader with proven track record of leading organizations in dynamic, progressive, and customer-centric financial, IT, and training environments. Change management, quality and compliance management, and training and development. Exceptional project management, process engineering, and systematic problem-solving skills that will yield value to your organization. Seeks challenging position in a dynamic and innovative organization that is strives to lead and set trends. Let’s develop effective strategies that empower employees and clients across all organizational levels with the skills and tools to solve problems, deliver exceptional service, and drive growth.
EXPERIENCE:
Sutherland Houston, TX 10/19 - present
Site Learning & Development Leader:
Partners with executive leadership and subject matter experts across the enterprise on operational, training, and change management strategies for organization of 5,000+.
Guides performance and development of team of 16 trainers and 4 instructional designers across 10 finance, telecom, insurance, and mortgage programs to execution in line with corporate strategies and business goals.
Expertly executes project management tasks including issue and risk management, building complex multi-phase schedules, tracking dependencies and milestones, and communication of overall project status
Oversees design, development, implementation, and facilitation of training, quality, and professional development programs to support newly hired employees and existing employees across all levels of organization on-site and remote.
Leverages ADDIE and Agile project frameworks in delivery of process analysis and workflows that drive optimization of enterprise processes yielding increased operational and learning and development effectiveness.
oProcess modelling and analysis
oUse cases / user stories / wireframes
oQA & UAT Test Cases
Develops and implements strategy for redesign of onboarding processes and training and nesting curricula for remote delivery for numerous programs; continued training and increased revenue during global health pandemic.
Orchestrated development of centralized knowledgebase of processes, policies, best practices, and training resources across North America; yielded 30% increase in administrative compliance.
Develops and delivers training for training and instructional design teams.
Manages Contract Governance and Information Security compliance processes.
Oversees analysis of learner results, satisfaction, and performance to identify opportunities.
Effectively manages relationships with external clients and internal stakeholders across all organizational levels.
Support.com Savannah, GA 12/18 – 09/19
Training Manager:
Managed up to 12 trainers and 30 mentors, including setting goals and expectations, managing the performance, communication, disciplinary issues, hiring, terminations, etc. for the 30-40 associates who directly reported to them.
Drove business objectives; prioritize actions and own the outcome by identifying and evaluating key performance metrics and measures.
Partnered with clients on training strategy and content management.
Provided oversight of supervisors with employee investigations, delivery of corrective actions, and terminations.
Assessed supervisor coaching effectiveness and provided constructive feedback.
Reviewed performance and created development plans to ensure KPIs were met for each supervisor team.
Identified solutions to meet current and anticipated challenges and developed business strategy proposals for senior leadership.
Managed redesign of nesting program, including curriculum and structure, to better retain and prepare new agents to meet KPIs.
Developed and facilitated developmental training for supervisors, trainers, mentors, and agents..
Effectively managed client relationships.
Developed training and nesting policies.
Partnered with leadership and other subject matter experts across the organization (e.g., HR, Payroll, Onboarding, Technical Support, Production Supervisors, Workforce Management) on the training, developmental initiatives, and other projects.
Interviewed employment candidates and directly influenced hiring decisions.
Support.com Savannah, GA 10/16 – 11/18
Corporate Trainer:
Managed training teams that delivered technical and soft training to classes of approximately thirty trainees, maximizing performance before their transition to the production floor.
Managed training on client procedures, policies, sales, products, and services.
Managed tracking of trainee attendance and documentation of performance and development needs.
Managed classroom environment to ensure a quality learning experience.
Coached to performance and behavioral opportunities.
Analyzed performance data to identify correlations between curriculum and performance.
Coached trainees, ensuring that learning translated to performance.
Used appropriate training models to assess strengths, identify gaps, and develop performance improvement plans.
Provided daily performance reporting on trainee progress.
Partnered with leadership and other subject matter experts across the enterprise (e.g., HR, Payroll, Onboarding, Technical Support, Production Supervisors, Work Force Management) on the delivery of training, projects, or initiatives.
Redesigned training material and developed best practices and policies to exceed KPIs.
Sutherland Savannah, GA 08/15 – 10/16
Corporate Trainer:
Managed training teams that delivered technical and soft training to classes of approximately thirty trainees, maximizing performance before their transition to the production floor.
Managed training on client procedures, policies, sales, products, and services.
Managed tracking of trainee attendance and documentation of performance and development needs.
Managed classroom environment to ensure a quality learning experience.
Coached to performance and behavioral opportunities.
Analyzed performance data to identify correlations between curriculum and performance.
Coached trainees, ensuring that learning translated to performance.
Used appropriate training models to assess strengths, identify gaps, and develop performance improvement plans.
Provided daily performance reporting on trainee progress.
Led development of training material, techniques, and policies to exceed KPI targets.
PricewaterhouseCoopers, LLP Jersey City, NJ 06/99 – 11/06
Global Compliance - IT Business Analyst:
Led business analysis of process improvement and IT software development projects, in support of compliance with SEC, AICPA, and firm independence policies.
Prepared comprehensive and complete business cases based on inputs and when appropriate, estimating techniques. Presented proposals to management or appropriate change board.
Led design of business processes and created functional IT business requirements
oAnalyzed business issues and legacy IT systems
oDefined project scope
oDeveloped new and re-engineered existing business processes and methodologies to achieve increased efficiencies and utilization and reduce compliance risk.
oDeveloped analysis strategies and managed analysis plans
oCreated and managed models:
Workflow and Business Process Models
Functional Dynamic Models
Data Models / ERD
State Diagrams
oCreated and managed use cases
Managed UAT.
oDeveloped testing plans and scripts.
oManaged testing issues to resolution.
Developed communication plans.
Developed and delivered national multi-media IT and functional training to all organizational levels.
Collaborated with project manager on project plan and adherence to project budget and deadlines and IT development strategy.
Managed post project reviews.
Identified opportunities for more effective project management and implementation.
Interpreted and clarified to clients, internal staff of all levels, complex and nuanced Independence and Compliance policies of firm and financial security regulatory agencies: SEC, AICPA, and smaller state agencies.
EDUCATION:
Worcester Polytechnic Institute, Worcester, MA. B.S. Management and Information Systems
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