As the Head of ITS Learning and Development, I oversee the Information Technology Services (ITS) L&D Program, collaborating with senior leaders and HR partners to shape learning solutions for ITS staff and Senior Leadership. I identify organizational learning gaps and deploy tactical and strategic approaches to build a learning program that is anchored in ITS Operations, Career Development, and Leadership Development.Working closely with learning vendors, I curate relevant learning content for the ITS organization, assess individual and organizational learning needs, and drive the development of impactful and scalable learning solutions. Additionally, I actively promote and communicate the program, collaborating with learning program managers to continually refine and enhance our learning initiatives.I create standardized metrics and evaluation processes for all learning and organizational development programs, maintaining a data-driven approach. I designed our ITS Learning and Development Team SharePoint site, serving as a central hub for learning activities. It features a project tracker, reporting dashboard for senior leadership, and automated workflows tied to forms, and the ITS Service Portal: ServiceNow Service Catalog.

As a Senior Instructional Designer, I played a pivotal role in advancing learning initiatives through the successful integration of the Mobile Workforce Management (MWM) and Planning, Scheduling, and Optimization (PSO) tools—a transformative, multi-million-dollar project at SoCalGas in collaboration with Ernst and Young (EY) and Accenture.My contributions included designing 17 comprehensive learning modules. These encompassed diverse formats such as eLearning, instructor-led training, and job aids tailored specifically for Dispatch, Customer Contact Centers, Field Technicians, and DOCs.The MWM tool, available in both web and mobile versions, alongside the PSO tool, streamlined operations for Dispatchers, DOCs, and Operational Leads. Working closely with subject matter experts (SMEs) and stakeholders, I translated complex business process documents into user-friendly training modules, aligning them with development schedules and curriculum maps to ensure relevance for specific roles.My efforts also focused on integrating these modules with critical systems like CIS and WFM, maintaining strict adherence to implementation training schedules and go-live dates.Leveraging Articulate Storyline and Rise, I crafted engaging training content across diverse platforms, enhancing the overall learning experience through interactive elements and professional voice-over work.

As the Senior Manager of the Creative Learning Team, I lead a team of instructional design professionals in developing learning solutions for the Global People Team. My team is responsible for developing course content for the People Leader and Individual Contributor journeys, focusing on Leadership Development, Diversity, Equity, and Inclusion (DEI), and Human Resources Employee Lifecycle functions. This encompasses recurring programs like New Hire Orientation, Compensation, and Performance Management, along with special projects such as the Culture Amp Engagement tool and the ServiceNow Employee Portal.In addition to providing leadership and coaching to Talent Development L&D professionals, I ensure efficient scaling of learning initiatives across the organization. I manage the content development lifecycle, collaborating with HR business partners to ensure timely curriculum delivery within the Talent Development organization.I also create standardized metrics and evaluation processes for all learning and organizational development programs, maintaining a data-driven approach. I designed our Creative Learning Team SharePoint site, serving as a central hub for learning activities with features like a project tracker, reporting dashboard for senior leadership, and automated workflows tied to forms, and ServiceNow - Service Catalog.

I work closely with the Senior Director of Learning and Organizational Development to create learning journeys for employees at different stages, focusing on their growth, performance, and development.I oversee each stage of the learning production lifecycle and collaborate with our learning partners to ensure on-time delivery for all curricula within the Human Resources Talent Development organization.In my role, I collaborate with various teams and experts to create engaging learning content, including storyboards and scripts, acting as a producer working with actors, film crews, and designers. I am also responsible for post-production activities: video and audio editing.

Develop learning solutions for Union Bank's Capital Markets Division, collaborating with stakeholders and subject matter experts (SMEs) to create onboarding training and enhance existing Capital Markets curricula.I conduct learning intake and needs assessments, leading storyboard sessions and recommended distance learning and asynchronous formats to accommodate staff in various time zones (COVID PERIOD).Working closely with SMEs, I review, validate, and secure signoffs for learning courses. Using Power BI, I generate real-time reports, showcasing them on reporting dashboards in the Capital Markets Team SharePoint Site—a platform I personally designed. Serve as a Saba/LMS administrator, building course/class shells, conducting testing, validation, and overseeing publishing.

I develop personalized learning solutions for YouTube Partner Managers, collaborating closely with stakeholders and experts to plan, approve, and publish training.I assess and prioritize training requests, manage the Mastery Team's project plan, and generate real-time reports using Google Sheets. These reports are then showcased on reporting dashboards within the Mastery Team Google Site, a platform that I personally designed.Additionally, I oversee the administration, management, and publication of YouTube learning courses through the Intellum Learning Management System. I design and build courses using YouTube's Evolve eLearning development tool, complemented by the creative capabilities of Adobe Creative Cloud.

As a Learning and Development Consultant at the University of Farmers, I collaborate with the Sales and Distribution teams to strategically design effective learning solutions. I am responsible for developing content for the Agent Training Program for both new and existing agents in the areas of Agent Ownership, Agent Marketing Strategies, Home, Specialty, and Commercial lines of business. In my role, I guide subject matter experts and process owners through the learning intake process, lead storyboard sessions, and review and validate learning content for effectiveness.As an instructional designer, I am responsible for creating engaging content in various formats, eLearning, video, and both in-person and virtual instructor-led training. Additionally, I coordinate video shoots with Agents and Farmers Staff, serving as a dedicated video producer and overseeing all aspects of post-production activities.

Led the end-to-end management of the Client Services IT Business Continuity Plan (BCP), overseeing design, development, training, and personnel. Effectively directed a 16-member team, fostering cross-functional collaboration across the company. Aligned the BCP with all IT divisions, co-facilitating exercises, and developing a comprehensive schedule for stress-testing with various catastrophic events.Collaborated with stakeholders, IT Management, and leadership to integrate Disaster Recovery Plans into the BCP. Conducted Business Impact Analysis (BIA) assessments, analyzing data and updating continuity and recovery plans for different business units.Implemented the Everbridge Notification application, providing training for Business Continuity Team Members. Designed a Business Continuity eLearning course for new BCP team members and created a SharePoint site serving as a central hub for all BCP activities, featuring reporting dashboards, automated workflows, and communication templates for regular updates.

As a Technical Writer in Client Services, I draft policies and procedures, establishing a formal technical publications governance process. I've implemented an efficient system for managing communication and distribution of Client Services Policies and Procedures.Collaborating with the Client Services IT Manager, I contribute to the continuous review and refinement of policies and procedures, focusing on enhancing Service Desk and Desktop Support Services.I manage organizational updates on the Client Services team SharePoint site and broadcast information through Farmers Digital Signage. These platforms ensure timely communication about Client Services outages, routine system maintenance, and policy changes to both the team and customers.In my role as a Knowledge Manager in ServiceNow, I oversee article generation and implement best practices for creating articles tied to incident management using the KCS methodology, facilitating a streamlined flow of information and knowledge sharing within the team.

Managed end-to-end documentation development for all Capital Markets processes and ensure documentation aligned with applicable SOX compliance, and that the department was audit ready.Organize and prioritize workload with manager to meet all timelines and deliverables in the support of the plan of record and to ensure compliance.Evaluated documentation requirements for each division by consulting with department managers, and key stakeholders to ensure content included real-world, verifiable, vetted processes that tie to performance objectives and expected market outcomes.

Managed the professional development office day-to-day operations, and counseling staff. Developed and maintained Aveda's Standard Operation Procedures. Implemented compliance programs, and audit practices that follow the Department of Education, State Board, NACCAS, and BPPE Regulations. Processed State Board exam applications and proof of training documents. Performed job placement, resume workshops, organized career fairs, coordinated school charity events, and created several social media sites to help market, network, and give our students exposure.

Provide leadership to the Technical Writing team, overseeing all internal and external-facing technical documentation and content supporting the product portfolio. Implemented a web-based knowledge platform in support of our global digital transformation efforts, and provided guidance toward the use of multiple media formats.Ensure the team effectively manages assignments. Prioritize work, allocate resources, evaluate project timelines, communicate status, and ensure customer and department needs are met.

Developed new and updated existing documentation for Correspondent Lending Division. Evaluated documentation and training requirements for each division by consulting with department managers, and key stakeholders to ensure content included real-world, verifiable, vetted processes that aligned with Fannie Mae, Freddie Mac, and SOX Regulations. Developed a formal review and publishing process involving leadership and legal to gain required approvals.

Develop new and revise existing document types: test method, machine instruction, assembly procedure and material specification. Responsible for submitting and updating document action requests, document process flows and drawing diagrams.

Responsibilities included developing content for the R&D Training division to help support lifecycle reengineering projects, several clinical data and submission management initiatives. This included working with project managers, process owners, subject matter experts and instructors to determine best training practices and establish a long term curriculum.Designed curriculum, course work, eLearnng modules, and associated training aids for several training projects. Performed training analysis, requirements gathering, and project management through all phases to implementation.

Developed an Online Help File System for the Premier Billing System (PBS) with the use of MadCap Flare Online Help development tool.Established a project plan, communication plan, and implementation (roll out) schedule for internal and external customers. Collaborated with key process owners and subject matter experts (SME) of the system. Conducted regular demonstrations, testing and validation of the online help system.

Designed course work, developed training and instructed curriculum for the new products division Los Angeles County North and South: Courses included: Know Your Customer, Mystro Digital Navigator, Digital Phone Product Knowledge, Digital Phone Order Management system, Issue Trak Ticketing system and the Risk Management Administration program.

Debit Card Migration - MasterCard to VisaResponsibilities included developing FDR Debit system documentation, technical specifications, process flows, training curriculum and course content. Developed and instructed all modules for Debit Card Services formerly the Check Card Services Department. Ensured relevant SOX compliance information was placed into documentation. Ensured that the training included a comprehensive overview of the Debit / Credit card processing industry, its' infrastructure, and networks.

Designed and developed curriculum, materials and training schedule for the JD Edwards system implementation. Worked closely with instructional design vendor CB Synergy to ensure materials reflected core changes to roles and functionality within old and new systems. Developed training content using the OnDemand / UPK product and was responsible for managing the publishing environment.

Formerly Countrywide Home LoansPeopleSoft Full Scale Implementation: Identified training requirements, developed and implemented training for Countrywide, its subsidiaries and associated partners. Met all specific business unit training goals and deadlines as defined by the SMART project plan. Provided support documentation, and process flows to map out current and future state requirements. Ensured relevant SOX compliance information was placed into documentation, training materials and aids for all web based and instructor led courses. Responsible for developing PeopleSoft Finance, Human Resource, and IT training modules. Developed training content using the OnDemand / UPK product and was responsible to manage the publishing environment.

Formerly Cardservice InternationalDesigned, developed and instructed new hire orientation, merchant services training and end user training for various card processing products, software applications and credit card processing systems. Worked closely with quality assurance to determine call center best practices and learning objectives. Instrumental in creating customer support plans for the Internet Support department to assist all E-commerce merchants. Designed, developed, implemented and instructed professional development, coaching and soft skills training curriculum for supervisors, managers and executive management.First DataResponsible for transitioning all existing Cardservice International Merchant Services Curriculum to the Hagerstown Maryland First Data support team.

Disaster Preparedness Wing Readiness Program:Instrumental in developing base operation and contingency plans. Write and develop lesson plans for natural disaster, major accident response, shelter management and associated peace time and war time training programs. Designed support manuals and training handbooks. Implemented grading criteria for training exercises and conducted personnel evaluations.Instructed Disaster Preparedness Courses: Shelter Management, Major Accident Response, Command Post Development and Chemical Defense Postures. Maintained unit training records and developed tracking systems on all personnel.Worked closely with city of Mountain View, Sunnyvale, Cal Trans, State and Federal officials to develop Co-Op Emergency Plan and exercises.Selected 3 times to be part of the Inspector General Cadre Team (Volkfield Readiness Training Center) for the United States Air National Guard (ANG) - Inspector Readiness Evaluation (ORI) to evaluate several ANG units.In May-1997, assisted Sacramento Police Department developed its chemical defense and shelter management training programs.Worked closely with city of Mountain View and Sunnyvale to develop Co-Op Emergency Plan and exercises.