Sheila Bowers (Barnes) Email & Phone Number

Santa Ana, Ca, Us

Responsible for planning and directing classroom training, electronic learning, multimedia programs, and other computer-aided instructional technologies, simulators, conferences and workshops for teaching technical/hard skills such as, procedures, service, product, computer applications, operating systems (windows), programming, end-user training etc.Partner with internal subject matter experts, architecture, product management and training staff to determine, develop and deliver the highest quality training.Confer with partners and conduct surveys to identify training opportunities based on projected needs, changes, and other factors.Deploy a wide variety of methods to appropriately present educational and training programs, including in-person presentations, audio/visual, print, computer and intranet.Coordinate and execute education and training events; plan resourcing and logistics; communicate with partners and management on a regular basis, keep them up-to-date on plans, progress and issues.

Savannah, Georgia, Us

Facilitated software development and quality assurance training that incorporated classroom training, Computer Based Training (CBT), and Web Based Training (WBT). Established procedures for User Acceptance Testing (UAT) relating to system changes for store operations. Collaborated with Sales Departments and other business partners to coordinate the development of training and certification programs. Utilized interviews, surveys, and focus groups to analyze needs for new training programs, and/or modifications and improvements of existing programs.Directed Learning Management System (LMS) administration to manage training schedules, logistics, and reporting for United States (U.S.) based teams and off-shore teams in India.Utilized an in-depth understanding of business processes and retail store operations in the management of construction, design, quality and procedures of test scripts for loan management system and point-of-sale software design features. Determined testing efforts by analyzing User Acceptance Testing (UAT) requirements relating to system changes for store operations. Estimated and secured management support for the time, resources, and budget required to perform testing.Managed the personnel and processes related to UAT. Ensure the successful delivery of UAT processes within project plan timelines, and communicate the progress of the UAT test phases through Key Performance Indicators and metrics reporting.

Brookfield, Wisc., Us

Managed five high performing learning and development professionals across three North American locations, with a focus on improving sales percentages and employee performance, as well as increasing operational effectiveness. Scaled a learning team by 50% to support a fully revamped learning/coaching program for 1000 sales consultants across the country.Developed training plans and budgets for organizational development programs with emphasis on team building and leadership development. Utilized key performance indicators to measure training metrics, assess competencies, and customize training to meet learning objectives.Wrote curriculum and presented software-application training modules, working closely with IT and other business partners to understand the training needs for applications we supported. Evaluated software-application training programs to drive continuous improvement.Assumed complete Profit & Loss (P&L) accountability. Managed quality standards and operating budgets; measuring actual performance against projected forecasts and making business driven adjustments. Provided oversight of strategic planning, revenue generation, and expense reduction efforts. Created process maps and established baselines, goals, and Key Performance Indicators (KPI) to evaluate process efficiency. Initiated project analysis; marking milestone updates for tracking and report generation.Directed and scheduled the activities of as many as 25 hourly and salaried direct reports; managing performance through team building, goal setting, creative incentives, and motivational encouragement. Conducted quarterly, mid-year and end of year staff performance reviews, and implemented business process improvements and Standard Operating Procedures (SOP’s) to drive results.

San Ramon, Ca, Us

Managed enrollment of 500-10000 employees in Long Term Care Insurance plans. Obtained multi-state Insurance Producer license for Life, Accident, and Health, and coordinated and facilitated information seminars to educate employees on the long-term care benefits. Traveled across the country serving as a liaison between internal and external stakeholders throughout the project lifecycle. Developed and managed budgets, determined project scope, and made business driven adjustments to ensure all project objectives were met.Identified resources required, assigned responsibilities and coordinated project staff directly and indirectly to ensure successful completion of projects. Reported on project progress and communicated relevant information to superiors. Tracked and resolved critical issues to minimize project risk factors.Developed and managed budgets, determining project scope, liaising between clients and staff throughout the project life-cycle, and making business driven adjustments to ensure objectives were met. Communicated extensively with clients, sub-contractors and vendors to establish cordial/effective working relationships. Ensured customer satisfaction through implementation of effective follow up procedures.Traveled extensively throughout the nation; liaison between sales representatives, brokers, employers, and employees to build consensus and clarify communications. Lead insurance enrollment seminars on long-term care benefits; coordinating meetings and conference calls with key stakeholders.

London, Gb

Traveled to domestic and international sites, facilitating training in the areas of new hire orientation, sales, customer service, quality assurance, collections and account management. Provided training assessments and follow-up support. Assessed skill gaps; determining training needs through job analysis and consultation with managers, employees, and other key contributors. Developed strong relationships with all departments. Drove the adoption of learning organization attributes into the culture, and designed and developed training curriculum to support business needs. Assembled instructional materials and incorporated diverse instruction methodologies such as classroom training, role play, simulations, and on-the-job training. Determined appropriate training tools and technology; aligning resources for professional development initiatives with organizational goals and budget authorizations.

Directed an independent call center quality review team. Implemented strategies necessary for ensuring appropriate staffing levels, maintaining quality policies, strategic planning, and tracking quality call monitoring software tools.Oversaw implementation of process improvements and facilitated cultural change to enhance performance. Initiated quality control procedures; embracing quality assurance and process optimization as fundamental operating principles.Assigned work schedules and directed the activities of staff; ensuring maximum production capabilities and managing performance through team building, goal setting, and motivational encouragement.Improved customer service standards; modeling behaviors to create a customer-first environment that conveys professionalism and promotes customer loyalty and trust.