CAREER SUMMARY

• Results - oriented senior training and development professional with 20+ years of experience in the talent development arena. Highly skilled professional with the proven ability to help clients achieve organizational results by closing performance gaps.
• Extensive experience analyzing training needs, recommending strategies, and designing, developing, and implementing high quality / high impact training materials. Exceptional interpersonal, communication, and project management skills.

CORE COMPETENCIES INCLUDE:

• Strategic Consulting
• Problem Definition & Needs Analysis
• Project Management
• Instructional Design, Development, Evaluation & Implementation
• Training Department Management
• Technical / Operational & Soft Skills Training

PROFESSIONAL EXPERIENCE

Confidential, Cleveland, OH

Consultant - Senior Training Professional

Responsibilities:

• Consult with internal clients and business partners to analyze performance gaps and determine learning strategies. Scope projects and present recommendations via written proposals, design documents and presentations.
• Utilize all steps of the ADDIE model and work closely with key stakeholders and subject matter experts (SMEs) to identify needs, design, develop, implement and evaluate training interventions that effectively address business and performance issues.
• Project manage the design and development of training materials and maintain full ownership to ensure instructional quality in final materials, including creating/maintaining the work plan, resolving issues, and facilitating design and review sessions with SMEs, designers and project team.
• Partner with key stakeholders to create strategic and tactical delivery plans to ensure smooth delivery of training interventions.
• Adept at both technical and soft skills training - systems / operational training, consultative sales, service, product, leadership, building client relationships, effective communication, new employee on-boarding, new accounts training, etc. Blended solutions include technology-based training (e-learning, virtual training), instructor-led and print based solutions, social learning and performance support systems.
• Partnered with Confidential executive management to define the corporate learning strategy for product training. Presented training recommendations / prepared design document. Managed the full project lifecycle of an enterprise-wide holistic solution which gave 20,000+ bank employees access to a product website with just-in-time training and performance support tools, including information/resources (e.g., client cues, probing questions, overcoming objections, etc.), sales tools (e.g., client profile worksheets), web based training, and online assessments for hundreds of retail, small business and commercial bank products/services.
• Partnered with senior management and line of business partners to analyze training needs, design and develop training to support a shift in Confidential ’s sales culture from product driven to a holistic, client centric, consultative sales approach. Collaborated with project team to a deliver a blended solution for retail, business and commercial bank sales and service employees, including instructor-led training, virtual classrooms, toolkits (for team meetings/reinforcement), reference guides, coaching guides, self-studies, sales tools, social learning, etc. Training team awarded with Confidential ’s 2012 “Collaborative Team Effort” award.
• Analyzed needs, designed, and developed technical / systems training. Worked closely with program managers, programmers, etc., to develop training on the use of the online vendor management system, credit card system, client relationship system, etc.
• Partnered with line of business partners and SMEs to re-design New Accounts Basics classroom training, including account opening procedures, KYC requirements, the client experience, regulatory compliance, etc.

Confidential, San Francisco, CA

E-Learning Manager

Responsibilities:

• Consulted with senior management and bank subsidiary department heads to establish the strategic direction of technology-based training and to determine training needs for major initiatives.
• Led a team of internal staff and external vendors in the design, development and implementation of technology-based training for systems training, product training, sales training, regulatory compliance, etc., as well as the design/development of the training department’s internal website. Partnered closely with IT management, analysts and programmers to achieve goals.
• Developed, coached, and mentored professional staff, including designers/developers and training administration.
• Co-designed and delivered resume writing and change management training in support of Cal Fed’s transition to Citibank.
• Developed post-tests for a WBT used to train Charles Schwab employees on the use of "SchwabNOW” - Schwab’s internal website.

Confidential, San Francisco, CA

Project Manager

Responsibilities:

• Working with an outside vendor, managed the design, development, and implementation of the “ATM Balancing” WBT course, resulting in 1,500 newly acquired Glendale Federal employees trained on the use of Cal Fed’s ATMs in a matter of hours. Received an internal "Spotlight Award" for aiding in the smooth acquisition of Glendale Federal Bank.
• Project managed the design, development, and implementation of “Introduction to SS1,” a WBT course built to train staff on the new web-based teller software. Through web-based simulations, 4,500 branch employees in 350 locations were trained in two days.

Senior Instructional Designer / Instructional Designer

Confidential

Responsibilities:

• Co-designed “Quest for Product Knowledge,” a financial product knowledge e-learning course that won an International Phoenix Users' Group award for "Most Impact on the Organization."
• Forged new alliances and cemented existing relationships with key stakeholders and SMEs (e.g., Product Managers) resulting in the strong strategic alliance needed to effectively support new product releases and product enhancements.
• Co-designed, developed, and implemented a series of regulatory compliance tests and tutorials, contributing to the Bank achieving outstanding compliance ratings from its federal regulatory agency, the Office of Thrift Supervision.

Instructional Developer

Confidential

Responsibilities:

• Developed an e-learning course for hundreds of bank products/services which replaced cost-intensive classroom training with a cost effective technology-based training solution.
• Co-created the department’s ISD Standards Manual, including e-learning course design and development standards, which became the cornerstone of the Bank’s ISD process and was used by other training departments at the Bank as a model for standards.

Confidential, Columbus, OH

Training Specialist

Responsibilities:

• Designed, developed and delivered instructor-led courses including new employee orientation, personal computer software applications training, and mainframe applications training.
• Wrote technical documentation (procedures manuals and users' guides) for OSU’s Applicant Tracking System.