Instructional Design, Learning and Development

SaaS Renewals Partnering Nora Arant Brennan, M.A. (she/her) data informed decision-making

Passionate, fun & human-centered Performance leader, strategist, with >30 years' experience positively impacting bottom lines through expert design, development and execution of solutions for staff, customer & organizational development, regulatory compliance, employee & customer engagement, and company culture. Strong integrity and high emotional intelligence. Self-motivated customer facing attention to detail event coordination material creation B2B SaaS

Proven track record of dissipating resistance and building sustainable credibility and trusting relationships.

Change agent, trusted counselor and coach/mentor.

Customer Success & Retention • Account Management • Leadership & Strategy • Process Optimization • Data Analysis & Insights • Technology & Tools • Collaboration & Communication • Customer Advocacy • Staff & Customer Development • Key Performance Indicator (KPI) Consultation/Management • Risk-Based Quality Management • Process Re/Design & Scaling/Systematization • Curriculum & Instructional Design • Virtual/Distance Adult Learning • Project Management • Articulate, Captivate, Lectora

Creative Passion Develop solutions video business issues performance metrics Systematizing Processes client service customer native English support influence impact data analytics community management relationship building communication.

Certifications

Franklin Covey Facilitator

Performance Consulting, ATD

MBTI, Steps I, II

Interaction Management, DDI

Leadership for Results, Quest for Quality: Employees and Managers, Achieve Global

Accelerated Learning, David Meiers

Integrity Sales Training, Integrity Systems

Accelerated Sales and Service Training, Richardson

Instructional Design, Facilitation Skills, Training Management, Langevin

Magic of Customer Relations, Magic of Default Negotiations, Communico, Ltd.

Fish! Philosophy, Charthouse International Learning Corp.

Risk-Based Quality Management, Cyntegrity Data Science for Clinical Trials: White, Green, Black Belts

Customer Success & Organizational Development Experience

CYNTEGRITY GmbH 11/2022 – Present

A premier provider for AI-augmented Risk-based Quality Management (RBQM) SaaS and PaaS Solutions for the BioPharma industry world-wide.to reduce human-risk and optimize clinical research operations.

Head of Customer Success

Facilitate achievement of customer business goals through designing, building and leading consistent customer satisfaction efforts from onboarding through all phases of the customer lifecycle.

Key Achievements:

Created org’s first Customer Success functional framework, current & future strategy.

Partnered with entire diverse international organization from 17 countries across 4 continents.

to build a customer-centric company culture

Built Customer Onboarding program including Change Management support.

Advised leadership on various business strategies, such as educational programming, leadership communications and styles, HR practices, employee and customer training, customer relationships, etc.

Redesigned processes to facilitate faster and better quality for our customers.

BRISTOL MYERS SQUIBB / The Judge Group 02/2021 – 10/2022

Global biopharmaceutical company whose mission is to discover, develop and deliver innovative medicines that help patients prevail over serious diseases.

Training Manager, Clinical Trial Risk Management (CTRM) (contract)

Program Management: Managed the Assessment, Design, Development, Implementation and Evaluation (ADDIE) of system and new discipline training designed to prepare users to exponentially increase Clinical Trial Risk Management success while saving money.

MERCK / The Fountain Group 07/2020 – 02/2021

Inventing for life, bringing forward medicines and vaccines for many of the world’s most challenging diseases in pursuit of our mission to save and improve lives.

Human Performance Specialist / Deviation Management (contract)

Partnered with all levels of union and non-union employees to uncover latent errors in systems, processes and procedures to make it easier to do the right thing, and harder to do the wrong thing.

Investigated deviations, recommended CAPA, implemented sustainable, proactive solutions in pursuit of reduced deviations.

INTEGRATED PROJECT SERVICES (IPS), LLC 01/2017 – 01/2020

Leading provider of consulting, architecture, engineering, construction management, and CGMP compliance services for the biotechnology, life sciences and pharmaceutical industries

Director, Learning & Development

Created org’s first L&D department: implemented ADDIE process for various programs impacting key revenue drivers. Built Learning Culture and ecosystem for IPS with focused strategic direction.

Business Partner/Performance Consulting: diagnose pinch-points, partner to design/build innovative solutions to drive organizational performance and increased efficiencies.

Career and Performance Coaching: all levels of staff

Key Achievements:

Created, launched successful employee Onboarding program through employee’s first year.

Designed, implemented Performance Management program, drove engagement from 15% -99%

Developed 3-tier Management and Leadership Curriculum

Initiated, led Women’s Initiative Affinity Group, which opened the door to other affinity groups, like the Black Employees of IPS and LGBTQ+ Employees groups.

Implemented and launched enterprise wide LMS.

Implemented and successfully drove Peer Recognition Program

Successfully recommended leadership to:

Shift a fundamental business plan philosophy from “100% seller-doer” to initiating a Sales team, resulting in immediate significant uptick in Project Wins

Modernize HR strategy to that of Talent Management and Global Business Partner, resulting in increased efficiencies and credibility for HR (Competency, Job Pathing, Development Planning, Compensation)

CDM SMITH, INC, Philadelphia, Pennsylvania 02/2013 – 01/2017

Engineering and construction company providing solutions in water, energy, transportation, and facilities projects for government and private clients.

Lead Training Specialist

Lead and project managed all learning initiatives from proposal/SOW development to continuous improvement for technical and interpersonal skills.

Mentor junior staff.

Key Achievements:

Introduced and managed soft skills development and delivery, Flipped Classroom, Micro Learning, Social Learning, Mentoring and Lynda.com self-directed resource to ID Team and firm.

Implemented and managed ID Team development initiatives: Yammer Learning, Think Tank (innovation), Book Club, State of the Team

Introduced and embedded ADDIE and SAM Instructional Design processes and created process tools to ID Team Development

PENTEC HEALTH, INC, Boothwyn, Pennsylvania 01/2010 – 01/2013

Leading protein therapies provider for malnourished dialysis patients and intrathecal pump meds and medical devices.

Training, Organizational Development and Human Resources Lead

Built org’s first training department: Change management, performance improvement, gap analysis, curriculum development, design/delivery of key revenue driver programs.

Won and executed PA DOL Grants for Workforce Development,

Functioned across traditional Human Resources capabilities: Employee Relations, Organizational Development, Management Consulting, Talent Review, Role Analysis & Competency Assessment.

Key Achievements:

2012 HR Department of the Year 2011 HR Department of the Year Nominee

#3 Best Places to Work in PA 2012 #4 Best Places to Work in PA 2011

INDEPENDENT CONSULTANT (contract) 01/2007 – 04/2008

Performance consulting, process design and training for technical and interpersonal skills. Clients: AC Miller Concrete, Accenture, American Water, Amerihealth, Camden County Community College Workforce Development, Chester County Courthouse, CIGNA, Crozer-Chester Hospital, Delaware County Community College Workforce Development, Delaware County Courthouse, Lasko, Inc., Lockheed Martin, Media Boro, New Jersey Department of Labor, New York Presbyterian Hospital, Reiker, Thermo-Fisher Scientific, & Wyeth

. Meeting Deadlines

CIGNA INTERNATIONAL EXPATRIATE BENEFITS, Claymont, Delaware 03/2005 – 11/2006

Global Expatriate Medical Benefits Provide. Healthcare

Training Team Manager, North America

Key Achievements:

Spearheaded culture change initiative from “indifferent” to “exceptional” customer service orientation, increased staff personal accountability.

HR Partner: redesigned recruitment strategy for improved hire quality and enhanced retention.

POPULAR FINANCIAL HOLDINGS, Marlton, New Jersey 03/2001 – 03/2005

Financial Services

Manager, Learning and Leadership

Built org’s first Training Department with operating budget of $1M.

Key Achievements:

Captured $25M+ in annual incremental revenues through creation of university-style Loan Officer/ Account Manager training programs to facilitate recruitment of top sales talent from other industries in shallow labor market during mortgage boom.

Contributed to $10M+ monthly revenue increase by designing and leading customer-focused product training initiatives in wholesale segment.

Successfully moved organization from costly in-person training to cut-rate web-based delivery media, saving approximately $80k annually.

Won and executed NJ DOL Grants for Workforce Development, for approximately $500k.

Led initiatives that resulted in being named one of the “100 Best Companies to Work For” by Fortune Magazine in 2005.

Elevated Moody & Fitch and Standard and Poor’s ratings of Loan Administration Division from Average to Above Average by strengthening training based on customer feedback.

Project Managed annual sales conference planning and implementation team to strong acclaim.

Early Career Details on Request.

TEACHING EXPERIENCE

LA SALLE UNIVERSITY, Philadelphia, Pennsylvania

Adjunct Faculty, Graduate Communication

Training and Development, Fall 2010, 2022

Various Guest Speaker Engagements at other universities

EDUCATION

Master of Arts: Human Services/Counseling Psychology

Bachelor of Arts Degree: Professional Writing/Psychology

La Salle University, Philadelphia, Pennsylvania

US Army ROTC

Sense of humor problem solving skills collaborate needs client solution.

PROFESSIONAL ALLIANCES

Member, Harvard Business Review Advisory Council (opt-in research community of business professionals)

Member, Executive Women’s Breakfast Group

American Society for Talent Development (ATD)

Member, International Society for Performance Improvement (ISPI)

Member, Greater Valley Forge Human Resources Association (GVFHRA)

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