o Develop and design engaging, learner-centered training materials and e-learning courses to support global initiatives, ensuring content alignment with organizational goals. o Collaborate with SME and program managers to conduct needs assessments, analyze skill gaps, and design innovative learning solutions that access specific skill development. o Utilize instructional design models to create multimedia learning experiences, including video tutorials, interactive modules, and virtual trainings to enhance learner engagement and retention. o Implemented evaluation methods to assess the effectiveness of training programs, gathering learner feedback and performance data to continuously improve instructional content and deliver impactful learning outcomes.o Utilize Excel to determine and analyze strategic goals to build schedules to track significant dates, project instructions, work progress and calculate budgets and record data. o Create engaging learning activities and compelling course content that enhances the learning process, increases participation, and promote knowledge acquisition. o Manage timeline for training design and delivery, maintained record of training activities, participant progress and program effectiveness.

o Responsible for training design and creative content development with Camtasia based on instructional goals, including e-learning, job aids, reference guides, activities and knowledge checks. o Conducted virtual training session, workshops and seminars with ensure associates can quickly develop new technical skills and adapt to process changes needed to successfully assume new responsibilities. o Managed and ensured that Trainers have the support they need to deliver the CQA program curricula. o Served as the site Subject Matter Expert (SME) for Adobe Connect, including training Customer Service Representatives (CSRs) as well as Supervisors, Lead CSRs, Quality Assurance and Workforce Management staff. o Responsible for the learning environment while in the physical and virtual classroom. o Utilized PowerPoint to design graphics, info slides, on-boarding presentations and digital signage.o Applied tested instructional design and corporate training theories, practices and methods in addition to building strong partnerships with cross-functional partners.

o Trained sales and customer service teams on techniques and methodologies to support new product initiatives, demonstrate in-depth product knowledge and maintain consistent sales strategies. o Collaborated with store managers to assess performance and skill set gaps; to create actionable training solutions to ensure alignment and consistency in learning techniques o Designed and developed learning solutions using scenarios, simulations, role play, knowledge checks, assessment tests and presentation decks. o Developed onboarding and new hire training that cross-functionally communicate a talent development strategy that ensures all guest interactions are aligned with Client Engagement Model. o Partnered with executive management and stake holders to design execution plans to ensure successful rollout for promotional programs and special events.

o Developed and facilitated workshops, orientations and other activities to support new hire developmento Conducted analyses to identify individual, team and school-wide performance gaps, to identify root causes in addition to proposing and implementing actionable ideas.o Designed and delivered training for management and employees on HR matters and company policies.o Developed, fostered and maintained network of contacts to help identify and source highly qualified staff. o Screened resumes and forwarded to appropriate hiring managers and/or HR representatives. o Utilized learning content software to improve leadership competencies and behaviors that integrate adult learning and leadership development.

o Facilitated large and small group workshops to improve leadership competencies and behaviors, by integrating adult learning principles and leadership development. o Created monitoring strategies to ensure employee performance was consistent with advised work plans.o Evaluated & revised development programs as necessary, to adapt to organizational change. o Coached managers and provided feedback to improve the effectiveness of training methods, management skills, teambuilding, talent management, cultural orientation and onboarding. o Obtained feedback on a regular basis from senior management to ensure trainings exceeded program goals and addressed improvement gaps.o Provided feedback and coached managers to improve effectiveness of training methods and delivery of training.