Dave Loveless Email & Phone Number

Eagle Mountain, UT, US

Remote

Utah, United States

• Owned leader and team development, employee onboarding, technical training, and leader training based on The 5 Dysfunctions of a Team and Entrepreneurial Operating System.
• Increased Employee Satisfaction score by 9.4% in 6 months by developing and facilitating Leadership Development and Psychological Safety programs.
• Reduced new hire onboarding by 400% by creating 150+ video, elearning, and flow-of-work tools focused on the PBM Industry.
• Increased employee engagement by developing a custom global career laddering tool tied to competencies and training resources.
• Identified and facilitated targeted training and coaching opportunities for leaders and teams through team health metrics and analytics.
• Spearheaded the launch of just-in-time AI-based leadership development tools.

Salt Lake City Metropolitan Area

• Stood up the Learning & Development and QA Departments and led the transition to AI-supported contact deflection. Responsible for leadership development and team building.
• Achieved a CSAT score of 94%+ while increasing clients from 9 to 15 and increasing monthly tickets from 1,000 to 10,000 through an agile QA/Training model focused on rapid coaching/feedback.
• Reduced global support costs by ~10% by implementing customer education programs with AI-supported chat bots resulting in 10-15% ticket deflection for the CX Department.
• Created the Customer Journey program to flag and quantify the customer experience to drive cross-departmental performance improvement resulting in improved efficiency and clarity.

• Directed 5 regional training centers across the United States, including managing managers, trainer development, learner outcome analysis, and strategic planning.
• Directed the rapid onboarding of 1600+ CX agents over 5 months.
• Launched new curriculum that reduced onboarding time by 40% while maintaining agent performance.
• Reduced Training costs by 50% while increasing flexibility and responsiveness by introducing and implementing a strategic streamlined model to the training organization.
• Transitioned 9 training centers from in-person training to virtual training in 4 weeks.
• Decreased agent ramp times by 30% through validation and gap testing in onboarding training.

Owner, Operator of Padaria Food Truck. I filled a life-long goal of launching my own business and gained tremendous experience along the way. I shut down for the winter season in 2019 and permanently shuttered the business in 2020.

Draper, Utah

• Led four internal and BPO-based training organizations across North America. Responsible for LMS administration, curriculum development, and customer journeys.
• Developed an exploratory remote, asynchronous training program, increasing our candidate pool by 35% and new hire retention by 20%.
• Led GAP and Job-Task Analysis programs to refine and improve onboarding training programs.
• Rebuilt the internal continued learning program to incorporate micro-learning and flow-of-work tools, resulting in engagement of over 75% across the four call centers.

Draper, Utah

• Stood up the Learning and Development Department and managed the instructional design, training, content management functions, and QA functions.
• Invited to lead the QA team. Shifted the team from a direct observation of agent performance to indirect, data-based analytics reducing QA costs by 85%.
• Transitioned Jet to the Walmart CX platforms including the development of all new curriculum, train-the-trainer programs, and then training 150 agents in 10 weeks. Initial assessments suggested the program would take.
• Launched the Bridge LMS and Jive knowledge base platforms maintaining 90% engagement.
• Developed a micro-learning program focused on just-in-time feedback from operational leaders.

American Fork, UT

• Managed the Certiport Authorized Partner Support team, including providing training and support for our international partners.
• Doubled usage rates for the volume licensing program through implementing new tracking and incentive programs.
• Led the Employee Engagement Group, which had responsibility for development and maintaining the cultural vision for the site.
• While leading the EEG, the team increased the net satisfaction of the site from 119 to 132 over a 12-month period while also reducing the cost of our employee engagement program by 12.5%.

• Oversaw the work of teams of internal and external SMEs in developing, reviewing, and testing exam materials for Microsoft Office, Adobe, and digital literacy certifications. Responsible for psychometric evaluations of.
• Organized and hosted Job Task Analysis, Gap analysis, Objective Domain, and Blue Printing exercises.
• Primary author/project manager for the MOS 2007, 2010, and 2013 exam suites.
• Reduced development and project timelines by ~60% by developing a modular, rapid development cycle..

Master'S Degree, Instructional Design

Masters of Education, Technology and Learning (Instructional Design)

Bachelor'S Degree, English Language And Literature, General

Activities and Societies: Society for Technical Communication--BYU Chapter, International Folk Dance Ensemble