Lead Global Learning and Development for Merchant Solutions

In this newly created role, I managed cross-channel Employee and Customer Experience programs and projects across a 14 state area. This included Net Promoter Score, new retail builds, employee incentive programs and contests, and employee and leadership development.I developed and executed all strategies for employee readiness for Verizon's premiere Destination store on Michigan Avenue in Chicago. Staffed 90 + employees (including leadership), developed and delivered training, and allocated resources (people, equipment, location, budget). As part of the hiring process, I created immersive leadership simulations which are now adopted company wide. My team and I led the company in the use of new immersive learning and gamification tools, also now adopted company wide. My team's strategies were implemented for subsequent Destination openings in Houston, Boston, and Santa Monica.I led and executed all strategies for a $2 million Customer Experience program for all channels across a 14-state area. This incentive based program engaged 12,500 cross functional leaders and front line employees in maximizing their sales, service, and coaching skills to meet company revenue, retention, and growth objectives. The program culminated in a two day competitive event with over 500 winners and leaders from across the area.I created cross functional employee development programs to improve customer experience, reduce channel conflict, and eliminate business redundancies. My program was adopted company wide.Member of the Earn the Right Governance Council, which guides all curriculum decisions of Verizon's sales process.

Associate Director, MWA Consumer Sales Training In this role I led the training strategy and delivery teams for all consumer sales channels across a 14-state area, including retail, telesales and authorized agents. My team consisted of 80 Training Leaders and Facilitators supporting over 7,500 internal VZW employees and over 400 authorized agent locations. I partnered with Go To Market and Operations Teams to determine and execute training strategies for new products, services, programs, and processes. I was responsible for execution and maintenance of new hire, soft skills, and technical/product training. This included resource management, budget/cost analysis, delivery strategies, and process improvements.I led the training design and execution for Verizon's first Destination store, located in the Mall of America. My team created new learning models for employees and customers which were adopted company wide.I served as Interim Director of Training and Operations in 2014. Oversaw all aspects of Training and Operations for all channels in a 14-state area. Responsibilities included B2B, Retail, Indirect, Call Center, Measurement and Operations. My team consisted of 175 Training Leaders and Facilitators supporting over 12,500 internal VZW employees and over 400 authorized agent locations.

MWA Sales Training Consulted and collaborated with Leadership across multiple channel groups leveraging Subject Matter Experts for curriculum development and content roadmaps.Executed stakeholder requests through performance consulting with business unit leaders. Developed and reinforced fundamental skills aligning new product, service, system, process and procedure launches. Also managed ad hoc training needs. Managed functional departmental professional development needs.Maintained 95% or higher stakeholder training completion rates.Consumer Sales (2001 - 2012: 3 state area, 2300+ employees) Led a team of 25 Training Leaders and Trainers to provide sales training for retail and authorized agent sales employees and leadership. Curriculum included wireless data solutions, pricing and promotions, new products, new hire, soft-skills and vendor led programs.I saved region stakeholders $256k annually by localizing new hire training and utilizing virtual methodologies. Saved $114k during Alltel integration.I was first in the area to introduce new hire, new product launch, and leadership training consistently for agent employees. I spearheaded LMS access for agent employees, which is now standard company practice.B2B Sales (1999 - 2002: 14 state area, 700 employees)Led a team of 6 Trainers to provide for B2B sales and leadership employees. Curriculum included wireless data solutions, pricing and promotions, new products, new hire, soft-skills training and vendor led programs. Simultaneously led a team of 8 Trainers in Ohio to provide training for Consumer sales employees and leaders.

1992 - 1994: Regional Trainer 1994 - 1999: Regional Training Manager

Acquire new and retain existing accounts in the wireless enterprise space. Solution based selling focused on value. Generate new business by prospecting and utilizing the customer relationship as a network.

Customer Service Representative for start up Cellular One.