- Responsible for leading the Training Center of Excellence (CoE) overseeing teams that support onboarding, new hire training, sales enablement, and leadership development for T-Mobile’s largest Premium Retail Partner- Spearheaded the oversight and optimization of large-scale learning and development programs catering to development needs for 3k employees and 45+ multi-unit leaders across 450 brick-and-mortar locations- Managed a robust L&D budget while maintaining strong vendor relationships - Planned large-scale training events and leadership summits - Drove the implementation of comprehensive onboarding and mentorship initiatives along with individual training modules supporting ongoing leadership development in alignment with multi-unit leadership training methodologies—establishing evaluation benchmarks that tracked success - Facilitated the transformation of an existing virtual new-hire training program to mitigate inefficiencies and improve outcomes through the implementation of offline, in-store activities that catered to the needs of diverse adult learners while bridging the gap between leadership and teams to optimize overall performance, productivity, and profitability

- Responsible for all organizational leadership programs, including onboarding and ongoing development, from concept to execution- Led a team of 4 direct reports, including Learning Designers, Content Delivery Managers, and Sales Enablement Leaders - Effectively managed evolving post-acquisition training and development needs to expand reach to five new retail partners and an additional 250+ brick-and-mortar stores, from 500 to 750+, identifying and prioritizing requirements to ensure access to leadership development resources for all new locations- Hosted large-scale multi-level leadership development and training events including on-location summits, conferences, meetings, and virtual workshops, while providing executive support developing keynote speeches, presentations, and overall meeting agendas and content - Oversaw the launch of an enterprise-wide KMS that included integrated internal communication tools designed to foster improved information sharing and collaboration while effectively communicating enterprise changes, product launches, and relevant initiatives to more than 5k+, nationally-dispersed personnel Awards: 2020 A-Player of the Year, 2021 Vision Club Winner, 2021 People's Choice People Leader Award

- Led a team of training coordinators, specialists, and divisional trainers to design training content and deliver leadership training - Collected, analyzed, and reported on performance-related data to identify areas for improvement, redefine priorities, and establish long-range plans to ensure instructional programming meets and/or exceed organizational needs- Rolled-out an LMS complete with targeted learning paths, gamification, and multimedia effects that supported comprehensive new-hire onboarding, training, and leadership development—providing support to design teams, training managers, and development specialists for the smooth execution of learning and development programs- Emphasized the importance of diversity, equity, and inclusion (DEI) principles while leading the development, implementation, and sustainment of a new, enterprise-wide “Championing Diversity” campaign designed to foster a foundation for a team-oriented, well-rounded workplace that values varying backgrounds and experiencesAwards: 2018 Training Partner Award, 2018 Vision Club Winner, 2019 L&D Initiative Award, September 2019 A-Player of the Month

- Directed the training workstream for software development projects, working collaboratively with development, operations, and engineering teams for all product development initiatives including gathering and defining business and technical requirements, release planning, user acceptance testing (UAT), demos and launch training, and resource management-Took ownership of the conceptualization, design, and strategic direction of enterprise-wide learning programs, working in partnerships with multi-level leadership teams to identify and engage priorities that promised to bolster performance while fostering a value-based culture rooted in a commitment to organizational goals -Launched a new orientation and onboarding program, streamlining operations while maintaining overall quality standards; aided in the reduction of staff attrition

- Designed and developed multimedia learning experiences across multiple formats. Developed the format, style, and instructional framework to be used for all L&D deliverables- Led a core team to pilot and launch a new knowledge management system (KMS)Conceptualized, developed, and launched the digital ”Resolution Roadmap” – a branched scenario tool to help customer service representatives quickly address live customer concerns - Designed and delivered an Ownership Workshop for our contact centers that resulted in a measurable increase in FCR (First Call Resolution) that was later presented as a case study at the 2016 QATC conference

- Provided legal support to Enterprise Procurement Group; managed multiple client matters concurrently while assisting several attorneys throughout the entire contract negotiation process. Drafted and revised contracts, prepared legal risk summaries, and reviewed documents- Researched trademark, intellectual property, and copyright infringement cases- Created training materials to standardize procedures and promote efficiency

Developed custom solutions from business branding to learning resources and eLearning modules for a variety of clients and verticals

- Designed, developed, and delivered contact center training for team members supporting Ford Motor Company dealership staff - Improved existing and developed new training materials, including: technical training curriculum, facilitator & learner guides, eLearning courses, new hire orientation materials, and department specific job aids- Owned the New Employee Orientation (NEO) process. Created new employee onboarding procedures, learning modules, and interactive HR presentations- Collaborated with management to create performance objectives and evaluate employee performance. Provided one-on-one performance feedback and coaching

- Led process validation projects for several departments to document standard operating procedures and best practices - Administrator for both EDMS (Enterprise Document Management Systems) and Ford/Percepta Share Point