Senior Learning Consultant responsible for managing a 15-person project team on a large-scale Contact Center Academy initiative to reduce competency development for leaders to 90 days (as opposed to six months or more):• Designed and developed the due diligence tools used by the team to define business need, establish the business value, and scope the program• Defined the management competencies to serve as the foundation for all academy offerings• Managed the relationship with key stakeholders across global contact center accounts• Developed and maintained the SharePoint site used to stand up the virtual program platformPerformance Consultant focused on go-to-green initiatives for contact center accounts that were not meeting their service level agreements. Responsibilities included:• Identified both training and non-training performance issues, and made recommendations for improvement• Worked with project teams to implement improvement recommendation• Developed all training-related solutions• Tracked and monitored performance to ensure improved service levels were achieved and maintainedCoach and Mentor to less senior learning specialists in a variety of areas, including performance consulting, training needs analysis, instructional design and development, facilitation, levels of evaluation, program and project management, and curriculum development.

Instructional Designer responsible for developing and delivering programs for new trainers, including:• Performance Consulting Overview• Learner Engagement• Innovation in Instructional Design• Writing Excellent Objectives• Writing Excellent Test Questions• Building an Evaluation Plan• Facilitation Skills• Coaching and Mentoring• Best-In-Class Project Management FrameworkInstructional Designer on a global team that developed an ATD award-winning program design, development and delivery framework used by approximately 3,000 Corporate learning specialists. My contributions included:• Developed framework templates• Developed and facilitated training in support of the framework• Designed a SharePoint used to network and collaborate about framework use• Coached and mentored framework usersLearning Roadmap Program Manager responsible for creating 15 learning plans designed to align development activities to job-specific competencies:• Partnered with another learning consultant to define the process for developing learning roadmaps (learning plans)• Managed the stakeholder relationship, six-person project team, and project schedule• Developed several of the learning plansCoach and Mentor to less senior learning specialists in a variety of areas, including performance consulting, training needs analysis, instructional design and development, facilitation, levels of evaluation, program and project management, and curriculum development.

Training Team Lead responsible for oversight and coordination of training-related initiatives for more than 600 service desk employees at the Pontiac, Michigan site. Key achievements included:• Developed an award winning agent onboarding programs for a large service desk account• Developed a standard new agent curriculum focused on interpersonal skills, customer service, and troubleshooting Note: This leveragable program reduced training development time by two to three weeks.• Developed the curriculum structure for eight service desk clients• Managed the development of a three-part workshop series focused on career planning for over 500 high-performing employeesGlobal GM Account Training Leader responsible for all aspects of training program development, deployment, and administration, including:• Aligned GM Training Program work with the top priority needs of the GM Account through governance and executive relationship management• Partnered with stakeholders to define the strategic and tactical direction of the GM Training Program, in an effort to optimize a limited budget• Managed a global training community, and provided up-skilling programs for site trainers• Leveraged Corporate leadership, technical, and sales programs, to support the GM Account• Implemented a Degree Assistance Program and External Education Request Program for U.S. employees • Managed all training development and deployment activities• Recruited and hired new team members• Served on a Learning Management System (LMS) transition team to define functionality required to support GM contract requirements for tracking and reporting training statisticsCoach and Mentor to less senior learning specialists in a variety of areas, including performance consulting, training needs analysis, instructional design and development, facilitation, and levels of evaluation.

Organizational Development Consultant responsible for improvement initiatives, including:• Designed and developed a Recruiting and Selection Process for global contact centers• Collaborated with the EDS Executive Development team to create an Executive Development/Succession Planning Process• Developed competency-based job family matrices for Corporate job code progressions to promote career-planning efforts within EDSTraining Specialist supporting a large-scale Manufacturing Professional Development program for boardroom-quality professionals. Responsibilities included:• Developed and launched a return-on-investment survey to measure the impact of the program on the business• Designed, developed, and facilitated various leadership program activities, specifically in the areas of effective communication, collaboration, change management, and team building• Conducted training needs analyses to determine appropriate training media for course delivery• Developed the online direction for an EDS organization, and created the first online courses for that organization using the Macromedia Authorware tool