SARAH LLOYD FAVARO

703-***-**** adjqfz@r.postjobfree.com LinkedIn.com/in/selloyd Public Trust security clearance US & EU citizen Trilingual (English, French, Italian) & beg. Spanish Learning & Development (L&D) leader and Instructional Systems Design (ISD) expert with 15 years’ experience in strategies vital for successful user onboarding and adoption of IT systems. Designer and manager of customized training and deployment solutions including business requirements, functional design with BPMs, tailored training plans, change management, and implementation strategy in support of major organizational transformations. Facilitator and champion of business process change via new IT solutions through needs analysis, BPR, training, dissemination, communication strategy, user performance support, documentation, plus knowledge and content management. Areas of expertise:

Strategic Business Planning

Team Building & Leadership

Content Strategy and Management (CMS)

Product Onboarding

Blended Learning Solutions

Knowledge Management

IT System Deployment Expertise

Digital User Adoption Platforms (DAPs)

Curriculum Design & Development

Content Authoring and Publishing

Technical Communication & User Docs

In-Application Support (IAS) & CSH

Data Science

Organizational Change Management (OCM)

Performance Consulting

Learning Needs Analysis: surveys, focus groups

Workforce Management

Information Architecture (IA)

PROFESSIONAL EXPERIENCE

Senior Manager - Learning & Development (L&D) 3/2019-present VERIZON, VERIZON BUSINESS GROUP (VBG) Remote - Global Lead a global L&D and performance consulting team of 11 direct reports in US, EMEA, and APAC (plus 30+ via matrix management) supporting the Verizon Business Group and its large, geographically dispersed internal and external commercial and public sector workforces. Head L&D initiatives with focus on leadership development and coaching, workforce performance and culture, customer experience (CX), organizational development (OD), business transformation (including technology, automation, and AI-driven) and up/reskilling, and change management

Customer Success. Ideated pilot of the Customer Success Manager (CSM) Learning Program to successful scoping, design, development, and execution for new hire CSMs and senior management. Managed a team of designers, developers, SMEs, and trainers to create and facilitate the 2.5 week learning program. Implemented the 70-20-10 model into the program by incorporating experiential learning including Quarterly Business Reviews and Customer Success Plans as capstone presentations as a requirement for certification

Learning Innovation. Direct innovative L&D strategies and solutions via cutting-edge technologies - virtual reality (VR), immersive experiential environments, coaching platforms, and conversion of F2F programs to virtual delivery (e.g., VR for soft skills CX simulations)

Client Management & Business Strategy. Consult and strategize with clients to solve problems, bridge performance gaps, and foster cultural understanding and communication worldwide

Program & Project Management. Project-manage enterprise L&D programs and measure success through ROI studies and KPI business outcomes including client revenue growth, profit margin, and NPS

Synergistic Partnerships. Partner with IT, data analytics, business operations, customer experience (CX) & service, Go to Market (GTM), and sales to improve end customer success metrics through process improvement, data insights, and workforce upskilling L&D Lead and Senior Consultant, Verizon Wireless Business Agent Program 6/2018-3/2019 VERIZON WIRELESS, VERIZON BUSINESS GROUP (VBG) Remote - US Nationwide Led L&D and sales enablement for inaugural Verizon Wireless (VZW) Business Agent Program – VZW’s new national indirect B2B sales channel staffed by telecom master agencies and their network of thousands of sub agents. Managed project during Proof of Concept as well as program launch and maturity phases. Oversaw knowledge & skill development for internal Verizon Wireless employees plus the external network of masters & subs on Go to Market, functional (sales operations), product, tech evolution, systems, compliance, & sales training through blended learning framework

Architected onboarding & training process for channel including the Business Agent Certification Program. Designated requirements for telecom master agents (MAs) to become official VZW partners and certify their sub agents as official VZW Business Agents

Directly accountable for linking Business Agent Program training and certification to the sales channel’s effectiveness and results including channel KPIs. Engineered data collection and reporting intelligence through measurement and feedback tools such as OLT assessments and supervised sales coaching evaluations. Analyzed, interpreted, and presented results to VZW and channel leadership/stakeholders

Planned and designed complete learning roadmap for channel. Developed onboarding and certification series, OLTs, vILTs, online assessments, scenario coaching, train the trainer (T3) program, and performance support resources for transfer of strategic sales & service skills; systems knowledge; leadership, negotiation, influence & persuasion skills; plus complex functional & technical sales solutions with emerging tech

Built key partnerships with work groups to direct development & delivery of new & repurposed learning experiences. Collaborated with legal, compliance, sales operations, and system (IT) specialists to establish and document process and policy for channel. Delegated development and delivery tasks to L&D team including content developers, learning consultants, delivery trainers, and support staff 2

SARAH LLOYD FAVARO

Business Founder, Owner, and CEO of Learn Bold Learning & Development (L&D) LLC 5/2018-10/2019 LEARN BOLD, multilingual L&D services & consulting for corporate, government, and non-profit international entities Arlington, VA Founded and launched Learn Bold LLC to help organizations including Verizon Wireless, TTA (The Training Associates), and the Ministry of Education of Morocco (USAID contract) accomplish growth and expansion through the support and engagement of their ecosystem – the workforce, partners, and clients who contribute to their success. Services include learning strategy and solutions in English and French - training plans & implementation, Instructional Design, Instructional Systems Design (ISD), business requirements & process automation, documentation for systems, software, applications, platforms, APIs, infrastructure, policy, standard operating procedures (SOPs), process, handbooks; adoption & onboarding strategy and solutions – online help & support sites & systems, user guides & documentation, digital adoption platforms; project and program management; content design, delivery, and management; Learning & Development (L&D) roadmaps including employee engagement strategy & transformation, workforce performance support & resources; learning & knowledge management systems; eLearning

Supported organizations introducing new systems, tools, & information so their networks embrace & adopt change. In a data-overloaded workplace, advised clients how to give audiences concise actionable steps to perform the job at hand when & where they need it

Ensured user adoption across client initiatives – new programs & projects, systems, software, policies & procedures. Analyzed how client users & audiences tick. Strategized, planned, implemented, & obtained results through learning plans, frameworks & roadmaps; change management, and employee engagement. Spoke audiences’ language to drive messaging home to spark digital transformation

Ran business from A to Z. As a small business startup, instituted all systems, tools, and processes for the company and executed business formation and registration; finance, accounting, payroll, insurance, and taxes for employees; website and email server setup; website design, development, testing, and launch; marketing and sales – branding, social media, outreach; legal and compliance assurance

TTA-Certified Bronze Professional. Recognized by client, TTA, for exceptional service delivery & outstanding demonstrated achievement Training Director at DAI SOLUTIONS, Management consulting government contractor at US DEPARTMENT OF HEALTH AND 5/2017-4/2018 HUMAN SERVICES (HHS), OFFICE OF HUMAN RESOURCES (OHR), EHCM PROGRAM MANAGEMENT OFFICE (PMO) Washington, DC Establish and lead Learning Team providing strategy, direction, and management for HHS’s transition to new HR IT system, Oracle PeopleSoft 9.2 enterprise human capital management (HCM), focusing on organizational & position management, workforce administration, staff acquisition & recruiting, personnel action processing (PARs), time & attendance, benefits, compensation, and accounting. Responsible for overall training operations and knowledge management – approach, plan, execution, results – from requirements through UAT to O&M – for the organization’s transformation, leading to system user adoption by ~ 90,000 person workforce across 12 federated divisions (NIH, CDC, FDA, etc.)

Build training program from scratch and craft learning plan with framework for team to execute. Gain leadership and stakeholder buy-in by listening to and grasping client needs and challenges. Drive content management, design, development, testing/quality assurance (QA), delivery, and evaluation of blended learning outputs using hybrid ADDIE + Agile development environment

Oversee 5 ISD, trainer, and coordinator direct reports plus manage cross-functional projects with team of 12 SMEs, consultants, & design staff. Formulate teams, assign projects, review deliverables, set performance expectations, & evaluate team members

Develop blended learning solution and guide execution of deliverables. Consult with 80+ functional design, technical, BPR, communications, change management, PMO, operations, helpdesk, and stakeholder engagement contractors and Feds to understand product owner business needs and technical landscape. Chart training database setup, Oracle UPK interactive videos, online help website, digital assessments through learning management system (LMS), Oracle Knowledge Center data analytics and performance tracking, IAS and CSH

Supervise creation of 60+ product learning portfolio: user personas & user stories for 20 user roles across 12 divisions; role-based user guides; instructor led training (ILT) toolkit including train-the-trainer curriculum; educational presentations and webinars; standard operating procedures (SOPs); job aids & FAQs; UPK outputs. Implement knowledge management strategy across teams via systematic documentation Learning & Development Consultant (Contractor) at FMP CONSULTING, Management consulting and advisory firm 1-5/2017 DLH Corp on behalf of HHS, ADMINISTRATION FOR CHILDREN & FAMILIES (ACF), OFFICE OF HEAD START (OHS) – main client Arlington, VA Recruited as Instructional Systems Design (ISD) Project Manager at DLH to collaborate with team and client on the design and development of innovative L&D solutions for cloud-based Head Start Monitoring System (OHS). Requested to work on simultaneous project to develop 5-day data analytics and DevOps course for a private sector Agile technology & business management consultancy. Managed both project executions in parallel

Designed needs requirements, training strategies, and courses. Developed Data Analytics Boot Camp course incorporating data analytics framework expertise – including data modeling, business intelligence, data science, and data integration – from 6 technical SMEs

Served as user adoption SME to construct digital adoption solutions and formally recommended platform options. Created implementation plans for system adoption to improve organizational effectiveness and workforce optimization. Conducted demos of platforms 3

SARAH LLOYD FAVARO

Training and Documentation Manager 1/2014-12/2016

NATURAL INSIGHT, Leading global provider of cloud-based workforce management SaaS product to retail ecosystem Sterling, VA Learning, Development & Change Manager: Advised and trained clients (e.g. Nintendo, Hanes, Godiva) plus employees on product adoption, BPR, and change management practices. Technical Communications Manager & Sr Technical Writer: Built online help system with Content Management System (CMS) & single-sourcing to dynamically adapt content per user. Wrote multilingual product & API documentation for weekly Scrum release

Software Development Lifecycle (SDLC) Core Team. Teamed with global IT development (software engineers, QA, DevOps) as well as Product, Execs, Marketing, Client Services, and Sales via multiple Agile tools (JIRA, Confluence, etc.) to impact product development, resolve bugs & usability issues, plus ensure timely accurate product information deliverables. Release planning and sprint review core team member

Corporate Communications Manager. Disseminated to staff, clients, and prospects platform evolution and benefits via weekly Release Notes & Product News, announcements (email/website) by HubSpot, online help site, User Guides (digital & PDF), CSH, social media, user conference, Zendesk. Produced video tutorials for product releases. Managed version control & Wiki of client support documentation Project Manager (PM) 2013

FLEXPROFESSIONALS, LLC (Contract placement at strategic web development & interactive technology consultancy) Fairfax, VA Account Manager and client partner who managed designers and developers to translate business needs into website strategy, content, design, functionality, maintenance, and optimization (SEO) while implementing content management systems and best practices in user experience (UX)

Managed client load of 20 active accounts. Improved PM processes, selected and allocated resources, plus managed project risk

Oversaw web development project life cycle. Fostered client relationship, scheduled timeline (deliverables), planned resources, and monitored 150K budget over 3-month contract. Ran website content and functional audits; wrote content, site strategy documentation, and functional requirements; drafted annotated wireframes. Sold and oversaw webmaster services to ensure client success

Drew up and supervised Time & Materials, Milestone, Monthly Retainer, and Ad Hoc contracts. Managed and verified hourly billing consultancy practices by contractors for client projects while running reporting for actuals, projections, and resource utilization Instructional Designer and Content Strategist 2012 HR AVATAR™, previously CLICFLIC, Employment testing, online job simulation, role play, assessment, and training Oakton & Aldie, VA Content Developer and Strategist at training firm licensing web-based intelligent media authoring tools. Mastered ClicFlic web-based authoring platform to develop intelligent media – online marketing videos, animated training apps, engaging animated career simulations, virtual role plays

(VRPs, SJTs and Self Reports), and interactive video HR assessments that adapt to the candidate for a tailored experience while gathering critical data

Managed marketing, training, & assessment projects engaging audiences through advanced interactive video & animation. Deployed SCORM, AICC, 508 ready intelligent branching apps via websites, LMS, and/or PPT to collect, monitor, analyze, and report data

Led creative, research, SME, and technical teams to develop informative interactive training videos. Includes entire production timeline: Information Architecture (IA), outline, script, storyboards, wireframes, audio recording, filming, graphic design, animation, editing, quality control (QC), prototypes, pilots, testing, change requests (CRs), final production, plus data collection, monitoring, and reporting Director of Educational Publications 2002-2005

LIGHTHOUSE INTERNATIONAL, Worldwide non-profit organization dedicated to overcoming vision impairment New York, NY Overhauled copyrighted print media library into web formats to reduce cost overhead & construct consistent accessible user experience. Teamed with designers, developers, and managers to adapt & organize existing content while also developing original content to launch VisionConnection.org public educational website. As Managing Editor of 2 professional journals, jumpstarted biannual publication. Authored & published 11 articles in print magazines, professional journals & public brochures. Partnered with psychologists, scientists, MDs, & execs to write & deliver research articles Director of Curriculum, Director of Trainers, and Director of Training Development (successive promotions) 1999-2001 WESTLAKE INTERNET TRAINING, IT firm offering web development & design courses plus customized courseware & consulting NY, NY & DC Headed production of 15 new courses & 23 re-editions generating $50,000 additional revenue & 27 extra course days – both per month. “Led launch, upgrade, and expansion of more courses than in any previous 6-month period in company's history” (Steve Heckler, President). Managed 3 curriculum managers plus 20 writers, editors, and content SMEs. Authored 3 original courses from ground up. Set strategy & innovation for training vertical by researching web trends & emerging tech to determine new courses. Performed audits resulting in course evaluation and improvement 4

SARAH LLOYD FAVARO

Handpicked by corporate office to launch and manage NYC office of Internet Trainer staff. Promoted to direct trainer assignment and career trajectories for 20 trainers out of 5 US offices. Delivered training to 1500 clients nationwide (e.g. Johnson & Johnson, Ford, Vivendi, US Army) receiving NY office’s highest customer satisfaction rating (4.8/5 evaluation average) vs. firm’s 4.6/5 Content Manager 2002

SHOWTIME NETWORKS, INC., CBS subsidiary operating premium television networks SHOWTIME®, THE MOVIE CHANNEL™ New York, NY Developed and supervised content approval process for cable satellite affiliate extranet, SHOinfo.com. Coordinated content development with over 15 departments (Programming, New Media, Creative, Legal, etc.). Trained production teams and content providers on SHOinfo’s CMS, TeamSite EDUCATION, TECHNICAL PROFICIENCIES, AND INTERNATIONAL EXPERIENCE JOHNS HOPKINS UNIVERSITY, Baltimore, MD, Executive Data Science Specialization, August 2020 UNIVERSITY OF VIRGINIA, Charlottesville, VA, Dual Bachelor of Arts (B.A.) in Psychology and French Language and Literature CATHOLIC UNIVERSITY OF AMERICA, Washington, DC, Half-tuition scholarship: Fall ‘06 (4.0 GPA), spring ‘07 internship toward M.A. Psychology CERTIFIED INTERNATIONAL HEALTH COACH (CIHC), International Association for Health Coaches (IAHC), License 207-***-****, June 16, 2016 FULL TECHNICAL SKILLS PROFILE available at selloyd.tumblr.com EXTENSIVE INTERNATIONAL PROFESSIONAL EXPERIENCE – Refer to linkedin.com/in/selloyd for positions in France and Italy such as EuroDisney SCA

Contact this candidate