SUMMARY:

• Dynamic training and development leader with fifteen plus years experience in a variety of industries.
• A demonstrated passion for building training programs from the ground up and developing training staff.
• Offer a very unique combination of high energy and creativity backed by solid experience.
• Leadership Philosophy: If the individual is properly trained, supported and mentored, their contribution to the group dynamic will result in the team exceeding all expectations and objectives.
• Experienced managing up to nine direct, 13 indirect and distant employees in multiple virtual locations.
• Responsible for departmental budgets ($1.9M/yearly), expense management and forecasting.
• Trained over 2000 Managers, 250 Directors, 3000 employees and 1700 Call Center Employees
• Reported directly to Human Resource Directors, Senior Vice Presidents and Chief Learning Officer. Worked closely with them in delivery and creation of training and coaching programs.
• Responsible for setting and keeping department standards and documenting processes.
• Team member of National Committee for Quality Assurance committee, Quality Process Improvement Team and conducted ISO 9000 audits for training department. Participated and the LEAN Rapid Improvement Event on improving Training. Managed Career Development program for several companies.
• Mentoring and Coaching: Of C - Level Managers, Midlevel Managers, Supervisors, Trainers and Employees. Sales and Customer Service Representatives, via face to face, audio and video conference. Performed all stages of mentoring and coaching including:
• Identifying training or career planning goals and objectives for individual teams and departments to enhance organizational effectiveness.
• Performing a skills-set analysis to identify strengths and opportunities for professional development.
• Designing customized learning paths, and customized career development plans.
• Implementation by utilizing support and personal interaction during learning process.
• Obtaining continuous individual improvement by monitoring the process, celebrating accomplishments and resetting the bar as necessary.
• Planning and Development: needs analysis, objective identification, research and data collection
• Preparation: writing, editing, presentation creation, course layout and learning modality assignation.
• Implementation: scheduling, coordinating, either teaching or training the teacher, advertising.
• Evaluation: observation, survey collection and analysis, 360 feedback to trainer, trainee, and to design team.

PROFESSIONAL EXPERIENCE:

Confidential, Sacramento, CA

Learning Center Manager

Responsibilities:

• Provide strategic vision and execute day to day operations of the Learning Center. Led our Epic Implementation training initiative for our internal and external clients and assisted with planning foundation training. Built strong relationships with our internal clients so that we are exceeding their training needs.
• Project lead for both the company wide Leadership Development Program and Professional Development Program.
• Led the development and training implementation for our new call center, Patient Service Center, in Salt Lake City, Utah for over 9 applications.
• Assisted in hiring the Training Manager for our Patient Service Center. Attained Epic Care credential for training call center employees and attained Cadence/Prelude credential.
• Responsible for mentoring, coaching and leading a staff of eight technical trainers.
• Participated in the Training Rapid Improvement Event to help promote the LEAN initiatives throughout the company. Led the development of standard work for all our training procedures and our surveys and reporting tools to measure training effectiveness based on client responses.
• Our team is responsible for facilitating Epic Implementation training for multiple Go Lives, new project training, Epic upgrades, in house new hire and advanced training and leadership development.

Confidential, Mountain View, CA

Training Manager

Responsibilities:

• Developed and hosted virtual live instructor led webinar services for ongoing learning to enhance and maintain client relationships.
• Saved our clients and our company thousands of dollars in travel costs by providing this virtual training environment.
• Managed the Instructor Team, developed strategies for training the customer base on company product lines, delivered management and leadership training across the organization, developed trainer certification program and a comprehensive education plan, participant in ISO audits, developed coaching and feedback documents for trainers.
• Managed team of seven trainers and two managers, as direct reports, and up to four indirect reports in the absence of the instructional design manager.
• Member of the Training Council and Leadership Council.
• Worked closely with the Instructional Design team to brainstorm ideas for our online training modules available to customers and employees alike via our learning management system.

Confidential, San Ramon, CA

Training Manager

Responsibilities:

• Designed and facilitated all leadership and sales training for managers and customer service training for new hires in this call center environment.
• Developed training curriculum from ground up, including sales process, scripting, implementing procedures and up-selling techniques.

Confidential, Pleasanton, CA

Sales Support Training Manager

Responsibilities:

• Developed new sales training curriculum with Senior Vice President.
• Managed the training for the Home Equity Line of Credit Sales Department; developed training calendars, materials and presentations.
• Delivered leadership curriculum for managers. Responsible for all new hire and leadership training for new centers in Texas and Manila.
• All training classes for Manila were virtual environments via Webex and our Video conferencing system.

Confidential, Newark, CA

Training and Organizational Development Divisional Trainer

Responsibilities:

• Developed and procured a half million dollar training grant through the Employment Training Panel.
• Responsible for entire call center training program including: Leadership Development Program, Individual Development Plans, Integrated Sales Training, New Hire Training Program and all Human Resources training. Worked directly under the Human Resources division and assisted with labor relations and grievance training for union employees.
• Responsible for coaching and training sales team out in the field via virtual coaching and training modalities.

Training Development Consultant

Responsibilities:

• Developed training curriculum for the Peoplesoft 8.4 Conversion.
• Technical writing and development.

Confidential, Newark, CA

Vice President of Training and Employee Development

Responsibilities:

• Designed and developed Career Development Program and leadership curriculum.
• All training work was developed and delivered (audio and video conferencing).
• Responsible for daily training activities, including mentoring facilitators and coaching leaders.