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.• Championed the global move from qualitative to quantitative performance metrics and analysis to identify trend lines, risks, and opportunities resulting in improved trainer and agent performance.

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 16-20 weeks to complete, resulting in a savings of ~35-50% for the program.• 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 content.• 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