Amber E Logan Email & Phone Number

New York, Ny, Us

- Proficiency in designing and implementing effective training programs including manuals, process documentation, quick reference guides, and playbooks.- In-depth understanding of adult learning principles, ensuring the creation of engaging and impactful learning materials.- Proficient in utilizing various instructional design tools and technologies to create interactive and visually appealing training content.- Ensuring the organization and accessibility of training materials, while consistently updating and aligning content with evolving business needs.

Pleasanton, Ca, Us

- Manage the onboarding and offboarding process.- Develop and deploy training per GTM messaging and needs based on role to drive certifications, product knowledge, best practices, and internal tools. - Organize, develop, coordinate and facilitate continuous learning programs based on role- Maintain enablement content via Litmos LMS tool and Enablement SharePoint site.- Manage all enablement projects and activities- Development of e-Learning courses with Articulate

Pleasanton, Ca, Us

I worked in this position and my current job until April 2022.- Established DE&I strategy and reporting across the company.- Managed global budget for all DE&I-related activities.- Acted as the POC for all things DE&I internally and externally.- Oversaw and organized Steering Committee, Stakeholders, and ERG Leaders. - Partnered with internal teams to execute initiatives. - Set recruiting guidelines and training.- Supervised the rollout of DE&I training programs, events, and internal newsletter.- Partnered with external organizations for speaking and training events.

Pleasanton, Ca, Us

- Demonstrated analytical problem-solving approach, led information-gathering sessions, and prepared presentations with SMEs to facilitate training sessions.- Coordinated, researched, and reviewed applications, documents, and requirements for new tool implementations. - Created and conducted instructor-led training (ILT) and eLearning courses with Camtasia as defined style guides.- Contributed to maintaining an environment where continuous improvement of the development process was the primary focus of delivering outstanding software.- Managed training content, scheduling, and delivery of ILT and eLearning courses.

Pleasanton, Ca, Us

- Developed training materials to support customer and partner software implementations.- Created various stay behind training materials based on customer learning styles (i.e., training manuals, Presentations, Quick Reference Guides)

Pleasanton, Ca, Us

- Developed and delivered instructional materials for customer training courses that support company products, processes, and best practices.- Utilized various technology and authoring tools to create dynamic training materials.- Worked in a globally distributed team environment, liaising with onsite teams and customers.

Emmaus, Pa, Us

- Conducting stakeholder interviews and surveys to analyze feedback.- Organize feedback and assess needs to effectively conduct a website redesign that meets the users' needs.- Develop low-fidelity through high-fidelity prototypes of the redesign.- Tools used Figma

Windsor Mill, Md, Us

Project coordination (meeting set-up, agendas, and minutes).Project communication (project-related documentation, i.e., project management plan, schedule, work breakdown structure, process flow diagrams, and others based on client request).Developed monthly and weekly project status reports.SharePoint site administrator; responsible for site development, user permissions, and document management.Requirements gathering and conducting stakeholder interviews.Centers for Medicare & Medicaid Services (CMS) experience.Projects: Change Control, Affordable Health Care Act

Arlington, Virginia, Us

• Data management – collected, analyzed, and validated data used for decision-making.• Reporting - prepared data in various charts, graphs, and diagrams for official and non-official use daily, monthly, and Adhoc basis.• Developed business process flows, Standard Operating Procedures (SOPs), and various training documentation.• Served as the reporting subject matter expert (SME) to develop specialized software for data management with an external vendor (Appian). • Trained the human resources and reporting areas.

Arlington, Virginia, Us

• Managed 17 HR specialists.• Created and managed the process to validate Soldiers' medical documents in preparation for the medical evaluation board (MEB).• Supported 50 states and 4 US territories for the National Guard and 3 Reserve Regional Support Commands.• Correspondence management for multiple group email boxes to received medical documents, respond to questions and congressional complaints within service level agreements.

London, Gb

• Managed a team of 3 control analysts.• Developed workflows, policies, procedures and conducted various default service areas, including offices in Chicago and India.• Proposed performance recommendations through testing and new process improvement request to streamline processes between departments.• Ensured compliance with state and federal regulations through Credit Risk and Legal.• Conducted pilot sessions before implementation to new and current employees. • Collected data for reporting the effectiveness of training.

London, Gb

• Planned, developed, wrote, and edited user manuals, job aids, customer communications process workflows, procedures, and detailed job instructions. • Performed special projects involving researching, compiling data in statistical reports and graphical format.• Determined reporting requirements for data tracking purposes.• Facilitated the change control process to ensure all changes were communicated properly and to the affected parties.• Analyzed and evaluated business systems/project needs to automate, streamline and increase business unit effectiveness/efficiency.• Liaison to align Consumer Lending and Mortgage Services procedures, policies, reports, and training.

London, Gb

• Managed the new hire training for Customer Care, including delivery, communication, and reporting.• Responsible for developing, writing, editing, and maintaining user manuals, job aids, and testing materials. • Compiled/analyzed data for Customer Care to generate Metric and Evaluation reporting to determine the Return on Investment (ROI). • Facilitated technical and soft skills training. • Completed Storyboarding for the creation of web-based training (WBT). • Worked with various departments and programmers to develop workflows and testing of training materials. • Assistant trainer for the Collections new hire training program. • Certified in CBS for the Collections Call Model.

London, Gb

• Developed a training program to mitigate the rework between the Collections and Restructure departments.• Trained all new hires and GRNA Manila Teams, which resulted in a 5% decrease in restructuring denial rate.• Revised the restructuring workflow/worksheets to ensure Sarbanes-Oxley (SOX) audit compliance, increasing productivity and lowering the defect rate by 56%.• Developed processor scorecard for coaching purposes and cross-trained the team to remove silo work processes and created a team standard of work.• Collaborated to develop goals with the team and implemented a standard evaluation process.• Updated all policies and procedures to ensure compliance with state and federal regulations.• Investigated and researched complex transactions and handled escalated customer complaints to ensure the customer received the best financial solution.

• Managed the training and readiness of 9 HR specialists.• Provided assistance to lower-level Units and Battalions regarding human resource questions and needs.• Responsible for the strength and accounting for the Army Unit Status Reporting (USR) system at the Brigade level, personnel actions to include; training/retaining, evaluations, transfers/reassignments, reenlistments/separation/retirement, recommendations for awards/decorations, memorandums, orders, security clearances, and expense reimbursements.• Served as the Brigade Equal Opportunity Representative, Brigade Sexual Assault Advocate, and Site Security Manager for the RAPIDS/DEERS issuing system for identification cards (CAC) issuing Soldiers, dependents, and other military and civilian employees.• Managed personnel data in the following systems; Standard Installation Division Personnel System (SIDPERS). • Operator for the Very Small Aperture Terminal (VSAT) for data, voice, and video application via satellite communications.• Deployed as a Human Resource Manager in Afghanistan from March 18, 2005, to July 29, 2006.

• Supervised 12 Soldiers in various environments. • Established operation procedures and conducted on-the-job training. • Inspected dining facilities, food preparation, storage areas, and food service staff.

Us

• Audited customer calls to determine trends and develop action plans for refresher training.• Audited Customer Care calls for quality assurance.• Created and conducted specialized one-on-one, departmental, and OJT training.• Compiled monthly quality scores obtained from call audits.

Us

• Managed a team of 9 employees.• Resolved escalated calls and performed other management duties.• Designed and implemented a new training program called the ‘Bull Pen,’ which was created to assist new hires with a smooth transition from the classroom to the production floor. • Created and maintained an online filing system (SharePoint) of company policies and procedures for the Customer Care department.

Us

• Handled escalated customer calls.• Responsible for conducting research on complex issues regarding customer mortgage loans.• Assisted in minor management duties and team training.

Us

• Answered customer calls regarding their mortgage loans to include payment history and payment processing, interest rate, homeowner insurance, property taxes and year-end tax information.• Process payment history and document requests.• Conducted research to answer customers question regarding their mortgage accounts.

Certification, Ux/Ui

Bachelor'S, Technical Management With A Concentration In Project Management

A.A.S., Mortuary Science