Impacted by return to office and elimination of remote roles - December 2023In my recent job role, I coordinated with internal client teams to design and implement foundational leadership programs, map organizational development, design employee onboarding and technical training.Key Responsibilities:Coordinated with internal client teams to design and implement foundational leadership programs aimed at cultivating industry experts in customer-facing roles, promoting a customer-centric approach, and enhancing communication effectiveness.Lead a high-performing team of learning and development professionals supporting various lines of business, including engineering, operations, construction, and customer-facing roles. I oversaw end-to-end activities, including course catalog, strategic planning, budget allocation and vendor management.Leverage analytical insights to optimize individual performance metrics and departmental performance indicators, ensuring continuous improvement and alignment with organizational objectives.Developed and executed comprehensive training programs for technical and field operation teams, covering new hire onboarding and ongoing skill development initiatives.Notable Achievements:Executed a $35M training strategy impacting 210 design and delivery employees within the learning and development organization, ensuring accountability and delivering measurable results.Designed and implemented a highly impactful foundational leadership program for 12K managers, utilizing diverse learning modalities to enhance communication, networking, emotional intelligence, mentoring, and recognition of team members' accomplishments.

As Interim Director, I led the Learning and Development (L&D) division, overseeing strategic planning, budget allocation, Learning Return on Investment (ROI) analysis, and analytics implementation. My role involved direct client interaction, ensuring alignment with their needs and expectations. I provided leadership to diverse design teams and managed an 80-person workforce. My focus was on driving organizational growth, optimizing resources, and delivering impactful learning solutions

Learning Leader In this role, I spearheaded the creation of engaging and innovative training materials supporting onboarding and existing employees. I implemented training programs to address organizational development needs for teams needing technical and soft skill training. Collaborating closely with a dedicated data insights team, I deployed impactful Power BI dashboards to showcase the ROI of our training solutions.Key Responsibilities:Supported 35,000 professionals in Engineering and Operations, providing comprehensive learning guidance in the areas of leadership, vendor solutions, operations, product, and safety.Partnered closely with internal stakeholders, including design/delivery teams, and field operations to scale onboarding and enhance existing curriculum that improved the Customer Experience. The onboarding programs focused outwardly on addressing voice of the customer, productivity and quality while internally reducing attrition.

During this tenure, I directed national deployment of comprehensive coaching and mentorship program for field leadership while focusing on sustainable engagement, problem-solving, innovation, and effective leadership practices. I revitalized and streamlined training processes for critical areas such as new product introductions, quality assurance, customer service, test applications, and hands-on learning. I served as program manager for continuous improvement management system, resulting in significant improvements in Net Promoter Score and notable reduction in customer churn. I secured primary learning and development liaison position for field operations, providing guidance and support to assure successful execution of new title and product training for twenty-six direct reports.Designed and executed innovative data model to evaluate and forecast employee staffing for division of 1600 employees, leading to improved productivity, operational uptime, and enhanced customer availability.Successfully steered multi-state customer service initiative with objective of reducing customer fail points and minimizing incoming call center volume, resulting in improved customer satisfaction and operational efficiency.Attained significant 15-point increase in customer NPS by implementing continuous improvement initiatives focused on enhancing front-line support and strengthening front-line leadership capabilities.Additional Experience:Director, Western Regional Operations, On Command Corporation, Denver, COField Operations Manager, DIRECTV, Denver, CO