*Conduct training and organizational development needs assessments.*Consult with subject matter experts to analyze the needs and gather content. Design solutions based on needs assessment and analysis.*Create engaging learning activities and compelling content that enhances retention and transfer of learning.

* Implement, deliver, manage, and evaluate Crucial Learning programs in the County. Resulted in a high-touch approach with a 100% completion rate and evidence of attendees achieving decision making competence (LTEM Tier-5).* Overhaul and manage the mandatory new hire policies course (Employment Issues New Hire). Created a trainer certification program increasing employee completion by 40% in the first quarter.*Deliver and evaluate County’s signature courses from Blanchard. Trained over 400 employees while maintain a 4.7 instructor score on a 5.0 scale.*Reestablish and manage the County’s education benefits program for 6800+ employees. Scope: tuition reimbursement for post-secondary and vocational degrees, educational leave, and professional certification exams. Successful projects include automating the reimbursement process, saving the County $26,000 per years, and creating the professional certification exam reimbursement program which resulted in 33% of recipients increasing their income.

*Collaborated with stakeholders to formulate and align training efforts to the organizational strategy of “becoming a learning organization.” Resulted in the “Each One, Teach One.”*Established new hire training and onboarding for call center reps and tellers. Resulted in blended learning and gamified 32-hour Bright Beginnings product knowledge and sales course that included compliance curriculum. Pre-assessments average: 39%. Post-assessments: 96%.*Revised Member Service Center [call center] training & resource materials, coaching approach, and cross-training delivery efforts. Increased one-call resolution rate by 15% in six months.*Performed job and task analysis resulting in implementation of “certification tracks” and career ladders for low-wage positions to increase retention.*Served as administrator for LMS [BVS]. Managed Passageways intranet content and structure.

* Directed the training strategy for all information technology implementations for 14,000 employees while managing the creation and delivery of training materials.* Established the IT Training Team for the enterprise technology division to include the hiring, managing, and onboarding of five instructional designers and facilitators (training specialists).* Conducted training needs assessments on all new proprietary software development projects. Determined and recommended solutions. Developed project-based training * Served as the project manager on projects requiring training, ensuring alignment with the business requirements and objectives. Assigned training specialists.

* Led the training function for 200+ employees across six Miami-Dade County credit union branches. Led team of two Training Specialists and three adjunct trainers.* Created call center performance metrics using Six Thinking Hats approach to team collaboration. Coached and supervised outbound sales efforts increasing sales by 10%.* Developed and delivered sales training program that aligned with marketing strategy. Increased “member confidence in staff knowledge” by 11% from 2006 to 2011.* Redesigned new teller operations training with emphasis on leveraging proprietary software. Resulted in a 22% improvement in new hire post-training achievement scores.* Purchased and implemented information security product that decreased social engineering episodes from 70% to 10% within six months.* Designed in-house training registration system with on-staff Applications Developer which resulted in an estimated wage savings of $85,000 in its first year.* Conducted both needs and skills gap analysis from end-user to equipment. Managed performance improvement projects to increase productivity.

Develop instructional guides for flagship product, Canvas 5.0.Deliver training to clients on Canvas 5.0.Sell clients, prospective and existing, Canvas 5.0 product.