Worked with the Human Resources EL&D Technical Training team to coordinate, plan, develop, and implement new systems training in support of the Customer Service Re-Platform Program (CSRP). • Created Instructor-Led Training, e-Learning courses, and virtual workshops to support the implementation of new technology for the call center.• Coordinated and facilitated train the trainer, virtual workshops, and instructor-led training to call center ENAs.• Partnered with Business SMEs, and Change Process Lead to understand business processes (as-is and to-be) and requirements.• Updated the Customer Contact Center new hire training materials.• Develop learning modules using Adobe Captivate, Articulate Storyline, Camtasia, and other tools.• Created course deliverables including learning objectives, design documents, storyboards, instructor, and participant guides.• Test e-learning courses to ensure functionality and compliance and upload to the learning management system.

Worked in partnership with the UCPath Training Manager, Change Management, and IT project teams to coordinate and facilitate end-user training to UC Riverside employees to successfully transition to Oracle PeopleSoft and ServiceLink in conjunction with the University of California system-wide initiative.• Design and develop eLearning courses, classroom training, end-user software guides, job aids, and interactive simulations.• Facilitate Instructor-Led Training to Shared Services Center employees, academic personnel, and campus department employees.• Partner with SMEs to design and develop technical training with a special focus on Oracle Peoplesoft and ServiceLink. • Conducted needs assessments to recommend and implement program improvements.• Conducted User Acceptance Testing (UAT) for PeopleSoft and ServiceLink.• Created and updated business process and software training documentation.

Responsible for the oversight of the Corporate Training Department with a training team of 15 trainers.• Responsible for managing the company’s global compliance employee training programs.• Responsible for coordinating training in 5 languages to over 1600 employees in 10 countries, including senior management and board of directors.• Facilitated job-specific training in English and Spanish to the administrative, compliance, sales, and operations departments.• Implemented a global Learning Management System which streamlined processes for course assignments, tracking, follow up and reporting.• Managed, designed, and developed the company’s bilingual training materials, PowerPoint presentations, eLearning course library, user guides, training manuals, and training newsletters.• Managed the internal and external audit training documentation as well as management responses for audit compliance reports when required.• Responsible for submission of training documentation to domestic and foreign country regulators such as FinCEN, FINTRAC, and HMRC.