Donna Delaney Email & Phone Number

Simi Valley, California

Provides consulting services for profit and not-for-profit organizations in areas of instructional design and training, project management, organizational effectiveness, conflict resolution, on boarding, change and transition, executive coaching and talent management programs such as performance management, talent review, succession planning and high potential programs

Westlake Village, California

Collaborated with management, employees and learning colleagues to implement the new Policy/ Procedures and Training Department, with the immediate goal of providing quality training to help ensure consistent processes and procedures across the national organization.• Created company tools to measure class effectiveness, focus-group facilitation, design of experiential learning activities, assessment of organizational development needs and performance coaching.• Partnered with members of the WLV Securing Authorization Call Center and the Safeguard Property and Preservation Project Manager to redesign the SACC processes and tools, which anchor the new national Safeguard Properties Department, the only BACFSC department to be fully adopted by Safeguard Properties.• Designed and delivered requested training with a 98% facilitation average for all classes.• Conducted, analyzed and reported monthly CSI and NPPI Audits (based on Gramm-Leach- Bliley) to ensure compliance with federal regulations.• Served as a liaison between the Policy and Procedure and Training Department and internal Westlake Village clients by participating in senior management meetings, leadership meetings, town halls, the employee activity committee and the Emergency Preparedness Team.

Partnered with executives and associates to develop a learning culture which included a world-class new associate orientation, customized training, specialized talent development programs, and effective organizational development activities. Training effectiveness was regularly validated by end -of-class and ninety-day assessments, which measured quality and impact of training.• Implemented an annual assessment process to identify training needs for the next year which included interviews with top executives, assessments completed by all managers, analysis of the data and recommended training plan and budget.• Received recognition for the training and development processes in such publications as (1) the October 25, 2006 edition of HR Magazine, (2) the July 2009 edition of The McGraw-Hill Companies HRhighlights and (3) J.D. Power and Associates ISO certification and recertification reports.• Developed and delivered eight years of classes for over 20,000 participants with 80% of all classes co-facilitated by top management and an overall average of 9.2 out of a 10 point scale for all classes held in the eight years.• Created and administered new talent management programs, including talent reviews, high potential programs and continuity planning.• Designed and implemented an online Virtual Career Development Program.• Awarded a two-year Employment Training Panel (ETP) Grant (2007-2009).• Developed and facilitated organizational development activities such as Meetings in a Box, focus groups and special department meetings.• Built and administered training required for the implementation of new technical initiatives and processes in accounting (JD Edwards), statistical analysis (SPSS) and the transition from hardcopy client products to an online delivery (Research Tools and Business Center). Internal development and delivery of customized training reduced costs.

Led the training and development department which helped increase the quality of service and decrease cost. Trained 2,700 cable employees in DSL and Telephony, resulting in job readiness and acquisition of the company by AT&T.• Delivered programs to increase field/call center staff productivity by 26% and reduce costs by $1,500,000 in first year.• Implemented programs such as associates’ opinion surveys, focus groups, service recognition program, and company-wide activities to increase employee morale by 36% as measured in first 12 months of implementation.• Incorporated safety requirements into technical and customer service training to cut incidents by 13% in the first 12 months.• Reengineered departments using business process improvement audits to cut departmental time by 19% and cut expenses by 33% per year.• Initiated customized computer-based training, enabling 24-hour accessibility as well as cutting non-productive cost by 22% in first year.• Staffed and led a learning and development team of 20 employees working in 4 training facilities

Revised and expanded the corporate training and development department which was responsible for training, organizational development and all employee activities (i.e. holiday parties, cultural diversity day, Tournament of Roses activities, milestone celebrations, monthly employee/president luncheons, etc.) • Developed and managed $1,000,000 ETP grant.• Designed call center training to increase retention by 26% in first year and increase productivity by 11%.• Maximized employee production by transitioning 25% of facilitator-led training to online customized training.• Increased productivity by implementing time management throughout organization.• Received top honors for Countrywide floats two of the three years the project was under my supervision

Led training and development activities to support the company's mission to expand products and services in the American market. Oversaw the development and delivery of management, leadership and sales curricula.• Managed assessment of training needs to across North America. Changed role of training and development department to full partner with executives and employees of company.• Worked closely with sales and parts training colleagues to successfully coordinate training across research and design, entry ports, regional offices and corporate office.• Developed first business development classes in company for all district sales, service and parts managers which increased participant skills 22%.• Collaborated with operations and marketing in the coordination of employee events to celebrate the release of new car models.

Rebuilt the training and development department to provide skills, competencies, and services necessary to help ensure company solvency. Responsible for the development of customized training for both part-time and full-time employees to institutionalize new and revised processes especially in the area of customer service. Developed 90% of all training curricula in-house, saving more than $1.5 million. Improved employee relations and morale by increasing corporate recognition programs by 39% and corporate sponsored employee leisure activities by 11%.Facilitated employee meetings to communicate company strategy, vision, and necessary changes to support company. Collaborated with fraud department to train staff on effective reviews of hospital and doctor charges. Provided organizational development activities such as facilitation of department meetings, identification of special training for individual employees, and coaching with employees/managers during change and transition.

B.A., English And Humanities

Teacher Certification

M.A., Teaching, Administration And Social Studies

Principal Certification