Technical Training Performance Improvement

Paul Russo

Leander, TX 512-***-**** **********@*****.*** linkedin.com/in/paulrrusso

Training Leadership Adult Learning Innovator

Training Program Development – Constructor of Best-in-Class Training Programs – Thought Leader Solid career in training leadership, training program design, development, and implementation. Learning and development professional with a passion for innovation and personal commitment to producing measurable and sustainable results. Global expertise in exceeding client expectations. Areas of Expertise

Learning & Development Leader Program - Resource Management Instructional Designer Training Design - delivery all methodologies L&D AI Integration LMS Admin Trusted Advisor Performance Improvement Certification Program Development Technologist Thought Leader Mentor/Coach Vendor Management Professional Experience

Allergan, Austin, TX 2018 - 2025

Senior Learning & Development Technologist

Served as lead L&D resource for the Austin operations center.

Led end-to-end design and delivery of innovative training programs across multiple modalities, including in-person, virtual, blended, and eLearning.

Spearheaded the redesign of customer service operations curricula, revitalizing outdated content and reducing reliance on static presentations by integrating interactive eLearning formats.

Implemented instructional design models (ADDIE, SAM) and established organization-wide best practices for training development and delivery.

Introduced AI-driven learning modernization strategies, enhancing learner engagement and training relevance within remote and hybrid environments.

Project lead for Learning Management System (LMS) assessment, selection, and implementation; served as LMS Administrator and key liaison with cross-functional stakeholders.

Managed vendor relationships for knowledge management systems, AI simulation tools, and eLearning platforms, ensuring smooth integration and scalability.

Developed and delivered high-impact eLearning content using Articulate Storyline, Rise 360, Camtasia, SnagIt, and other authoring tools—enabling scalable, self-paced learning.

Designed and launched a knowledge management application, reducing call escalations, average handle time, and overall training delivery duration.

Co-developed and led the Austin Operations Trainer Certification Program, mentoring new trainers and standardizing trainer onboarding.

Established KPIs and feedback loops (Week 1 and 30-day surveys) to measure training effectiveness and continuously optimize learning outcomes.

Revamped and standardized the New Hire Orientation Program (Day 1 through Month 1), significantly improving knowledge retention and new hire ramp-up time.

Provided strategic guidance and best practices for eLearning delivery during the COVID-19 transition to remote training.

Led implementation of soft phone training and developed an innovative agent evaluation and auditing process to support ongoing performance improvement.

Played a key role in positioning the Austin call center as a Center of Excellence through impactful L&D initiatives and strategic training programs.

Acted as a point of escalation and resolution for training-related issues across departments, ensuring continuous support and quality assurance.

Paul Russo **********@*****.*** Page 2

GlobalMed, Scottsdale, AZ

Director Education Services (Consultant)

Provided curriculum design for technical and sales training.

Directed trainers to produce and deliver both onsite and eLearning training.

Served as LMS administrator.

Instituted best practices for client management.

Produced sales and client facing training videos.

Instituted a formal client engagement process.

Firefighter & resolution specialist to resolve client satisfaction issues. Xplore Technologies Inc., Austin, TX

Director Global Training/Professional Services

Directed training and design resources to produce and deliver best-in-class training for: Healthcare, Pharma, Government, Field Service, and Public Health & Safety.

Designed and developed a partner sales and services eLearning certification curriculum.

Developed and implemented best practices for channel partners to properly position and present a complete mobility solution.

Provided implementation, sales and sales support across all geographies.

Delivered, worldwide, onsite training deliveries focused on sales, end user, performance improvement, and technical training.

Curriculum design for end user, partner, sales, and level 1 technical support audiences.

Conceived and managed training and implementation support programs that grew market share and revenue by 15% for a rugged tablet PC solution.

Implemented client feedback program to gather and analyze client satisfaction. Education

Bachelor of Science (B.S.), Journalism

Suffolk University

Technical Certificate

ITT Technical Institute

Certifications

Generative AI in L & D Advanced Training Techniques Project Management Instructional Design for Active Learning Trainer of Trainers eLearning Design Essentials Instructional Design Serving Internal Customers Coaching Leader – Servant

Awards & Affiliations

Board Member Austin Contact Center Alliance

Received ASTD “Hot Iron Award” for Remote Access Lab E-learning Methodology

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