CORPORATE TRAINING AND BUSINESS ANALYSIS

Results-driven Leader focused on organizational change with a consulting acumen, experienced in delivering end-to-end Business Analysis, Organizational Change Management and Training solutions with most recent work in leading organization change practitioners on large-scale, client-driven projects. Outstanding talents in team building, developing and maintaining customer relationships, cost avoidance and reduction, continuous design improvements, detailed problem solving. Conducting creative and effective training solutions for customers, management, and employees by fully utilizing the ADDIE training development model. Operating with a strong sense of urgency and thrives in a fast-paced setting. Core competencies include:

Corporate Training Project Management Instructional Design Change Management Knowledge Management Client Relations Strategic Planning Business Analysis ADDIE Model

PROFESSIONAL EXPERIENCE

Confidential

Training Program Manager

• Plan, organize, and manage yearly global virtual conference for business partners in the Americas, Asia Pacific and EMEA.
• Create marketing materials to enhance program membership.
• Maintain metrics reporting for over 10,000 members.
• Provide weekly, monthly and quarterly interlocks with key stakeholders at multiple levels within IBM Geography, WW, and Executive .
• Manage and integrate multiple reporting for budgeting and status reports.

Confidential

MEDES Trainer/Instructional Designer

• Used extensively Medicaid and ACA Affordable Care Act eligibility program and process knowledge, including MAGI experience.
• Demonstrated knowledge of IBM C ram Social Program Management Platform.
• Collaborated with training team members and Subject Matter Experts SMEs to design and implement training plans, curricula, learning resources, visual aids and presentations by providing real-world, hands-on scenarios to help transfer classroom knowledge to workplace functions.
• Assisted program personnel with training documents such as user manuals, technical user guides, and quick reference guides provided supporting course materials such as hands-on exercises and after-action evaluation reports.
• Used best practices in training and instructional design to produce content that caters to various learning styles.
• Created training content for various media: virtual training, e-learning and classroom training.
• Performed editorial review of all assigned training-specific documentation.
• Managed and controlled document creation and completion for a group or team within the project.
• Worked with technical and non-technical staff to gather pertinent information and format it into usable written materials for training purposes.
• Tracked and controlled document versions and revisions.
• Incorporated review comments and corrections into existing documentation.
• Independently edited all final documentation for usability, readability, logical flow, and technical accuracy.
• Assisted State personnel with improving their processes from lengthy paper documentation to case studies with supporting screen shots.

Confidential

Regional Trainer

• Conducted education classes throughout the state of North Carolina on IBM C ram software for Food and Nutrition Services, Medicaid and other service programs.
• Worked with Applications leaders and Subject Matter Experts to design and develop course materials, gather information and learning management system maintenance.
• Participated in the course curriculum creation, learning objectives and hands-on scenario based exercises.
• Developed job aids, web-based training and classroom materials utilizing Adobe creative products.
• Responsible for conducting training needs analysis and evaluating training effectiveness as well as selecting and designing appropriate training aids.
• Delivered federal/state policy training on Medicaid and Food and Nutrition programs.
• Provided technical and policy support for the NC Fast Help Desk by performing high-level research and resolution on incident tickets with technical and policy issues.
• Ranked number one Regional Trainer during Wave 2 implementation of Medicaid program per caseworker survey and feedback.
• Used extensive knowledge of Medicaid Management Information System MMIS and healthcare insurance principles and processes to develop system processes and standards.

Confidential

Statewide Traffic Operations Center STOC Trainer

• Conducted and presented Performance, Needs Analysis, design approach, and development approach to client and instructors.
• Created Standard Operating Procedures for Traffic Management personnel that drove standardization across all regions in North Carolina.
• Delivered and maintained learning content for new hires and continual education for existing employees.
• Provided coaching, guidance and feedback to Training Coordinators.

Confidential

Transformation Program Manager

• Consulted teams in the development and tools for continuous improvement.
• Implemented the GDF practices by coaching and mentoring management and staff one-on-one and in group huddles.
• Presented findings to IBM executives with the COE Center of Excellence . Identified issues and roadblocks and did solutioning for process improvement.
• Lead reviews of action plans and status meetings to ensure the transformation was successful. Successes, best practices, and lessons learned were shared with stakeholders.
• Facilitated meetings with Delivery Project Executives DPEs , senior management and Subject Matter Experts SMEs .
• Gathered and defined requirements of the GDF model for employees in the following GDF centers: Boulder, CO, Dubuque, IA, and Columbia, MO.
• Performed fit gap analysis by leading diagnostics research, future state design, and implementation of work for GDF sites across the U.S.
• Supported IBM Lean methods by identifying and eliminating wastes secured 20 cost savings in 1 year.
• Improved timeliness and quality of critical IBM Strategic Outsourcing processes, identified and shaped opportunities to provide or create additional client value by meeting with key management and team leaders.

Confidential

Learning Consultant

• Designed and personally presented 15 training courses for different modes of delivery, including stand-up training, eLearning courses and ILT training.
• Analyzed End User course content and requirements for delivery, provided feedback to designers and developers to help improve course content and trainee outcomes.
• Represented the Customer Service Center in the delivery and analysis of End User Services professional development courses, prepared and delivered reports to Senior Managers and Directors.
• Built training road map for Customer Service Representatives supporting IBM's internal and commercial accounts.
• Successfully led project to certify 300 End User resources in 3 different remote locations in Help Desk Institute HDI .
• Managed the Trainers in IBM's Southern regional help desks, which included, Herndon, VA, Raleigh, NC, Charlotte, NC, and Toronto, CA.
• Taught the HDI curriculum to Team Leads as a Train-the-Trainer project this initiative saved approximately 40K/year by preventing the need to hire a full-time trainer.

TECHNICAL SKILLS

Proficient in Microsoft Office Suite: MS Word MS Excel MS PowerPoint MS Outlook Adobe Captivate Adobe Frame Maker IBM C ram v 6 Visio Moodle SnagIt WebEx Adobe Connect