|Desired Industry: Education/Teaching/Training
|Desired Job Location: Columbus, Ohio
||Date Posted: 6/10/2021
|Type of Position: Full-Time Permanent
||Availability Date: 6/10/2021
|Desired Wage: 100,000
||U.S. Work Authorization: Yes
|Job Level: Management (Manager, Director)
||Willing to Travel: Yes, 25-50%
|Highest Degree Attained: High School/Equivalent
||Willing to Relocate: Undecided
As a multi-dimensional, hands-on learning development leader with over 15 years of progressive leadership, vision, and creativity in developing and managing large-scale, global learning and development programs, I am seeking an impactful, fast-paced position. I have proven success in using my operational, leadership, and technical strengths to solve specific and measurable needs for complex organizations through the training, development, and engagement of employees, and I am drawn to positions providing the opportunity to flex these skills.
Discover Financial Services, New Albany, OH April 2017 October 2020
Discover is a leading bank and payments services company, helping people spend smarter, manage debt better, and save more.
*Manager Metrics & Reporting, January 2018 October 2020
Responsible for HR Training & Development (T&D) reporting and data portal, including all metrics and visualizations. Determined and expanded the metrics strategy for Discovers Training & Development group to address customer needs and innovate for future reporting efforts.
Restructured the team to elevate functionality and impact, providing role clarity and focus, collaborating with key stakeholders at all levels, resulting in a 300% production increase YOY.
Implemented a consultative process to ensure customer needs were properly captured, documented, and developed, while ensuring transparent communication with stakeholders.
Ensured reporting visualizations were inclusive of a strong UX focus, resulting in a 40% increase in report usage and 70% increase in customer satisfaction.
Provided visibility into data issues, reporting on performance against established SLAs and efforts underway to enhance capability.
*Manager System Support, April 2017 December 2017
Full accountability for Training & Development technology strategy, specifically responsible for the overall design and interaction of the technical ecosystem T&D uses to deliver on its mission. Ensured a high degree of interoperability between all T&D systems while actively seeking opportunities for efficiencies.
Formulated T&D technology strategy through rigorous collaboration, focused analysis of needs, and objective requirements gathering.
Developed an approach to usability that ensures a world-class, frictionless user experience in the LMS and other systems in the T&D ecosystem.
Coached and developed team associates responsible for troubleshooting issues and responding to tickets to increase expertise and lower ticket response time.
Simplified support ticket processes, reducing turnaround times, and increasing customer satisfaction 45% from the prior year.
Managed relationships with technology vendors and worked with them to encourage product enhancements that benefited both Discover and the vendor.
Critical Path Consulting, Phoenix, AZ January 2015 April 2017
Critical Path was a contract training consulting agency I established to provide services for small- to mid-sized companies.
Partnered with various small- and mid-sized businesses to create and streamline internal and external training programs and systems.
Designed instruction, facilitated employee development programs and company onboarding.
Planned, implemented, and maintained an internal LMS (learning management system) to provide an effective central learning repository and establish a book of record for employee training.
Partnering with department managers, performed skill gap analysis to identify opportunities for process improvements by strategically skilling-up frontline employees.
Migrated company paper-based training to an interactive e-learning format, reducing planned training time by 30%.
Isagenix International, Chandler, AZ October 2007 November 2014
Isagenix is a direct-sales company established in 2002 that focuses on health and wellness products.
*Director of Support Services, August 2011 November 2014
Comprised of both the training and technical support teams, Support Services was responsible for all US-based training initiatives, 2nd tier technical support, technical documentation, and member bonus payout processing, as well as occasional minor skunkworks.
Identify, propose, and create technology-based solutions, such as a just-in-time knowledge base, help article, and quick-bite training site for the customer care department.
Work closely with business unit management to define training goals and deliver advanced training and support in order to ensure team expertise and growth.
Developed and tested the UI and UX for an iOS and Android app (IsaLife), resulting in over 50k downloads in the first 6 months of release.
Provide member (customer) business analysis through the implementation and training of key metrics; monitor performance and identify opportunities to support growth initiatives.
Efficiently scaled team workload 200% over an 18-month period to align with company growth.
*Director of Training, October 2007 August 2011
Promoted from Manager to Director in April 2009. Expanded the organizations global reach by leading the design, development, implementation, and evaluation of training initiatives. Leveraging skills in organizational development, my team created and presented engaging learning programs, while ensuring all training met adult learning needs.
Led and coordinated the design and implementation of an LMS (learning management system) for both internal and external use with a strategic approach to software and hardware costs to remain within budget.
Conceptualized and directed the development of interactive distance learning programs for over 400,000 external customers on a global scale.
Conducted skill gap assessments to identify opportunities in call center knowledge and created training to address those gaps, resulting in a 20% efficiency boost in call handling times.
Delivered instructor-led training and coaching for up to 10K members via breakout sessions at company events.
Created the IsaGeeks brand-within-a-brand YouTube channel to make tools-based learning more inviting for a non-technical audience, which yielded 35K monthly views.
University of Phoenix, Phoenix, Arizona 2003 2006
Computer Science (Most coursework completed)
Courses included management theory and application, Java programming, and database design and implementation.
Columbus State Community College, Columbus, Ohio 1995-1998
Criminal Justice (Most coursework completed)
Courses included advanced psychology, public policy, and philosophy.
University of South Alabama, Mobile, Alabama 1989-1993
Criminal Justice (Some coursework completed)
Courses included sociology, philosophy, and criminal law.
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