Lead initiatives for organizational transformation through crafting impactful training programs and fostering high-performing teams. Collaborate closely with leadership at all levels, including executives, to identify gaps, drive strategic initiatives, and infuse innovation into performance improvement, change management, and learning strategies.Actively research innovative best practices, utilizing strong leadership skills to inspire and guide teams towards excellence. Additionally, serve as a trusted advisor to clients, consistently delivering value and surpassing expectations.

Lead dynamic learning sessions focusing on fundamental training aspects, including instructional design, needs assessment, facilitation skills, and presentation skills—consistently earning exceptional learner satisfaction scores and positively impacting the organization's success. Additionally, support the development and review of course materials as a field expert.

Implemented and championed evidence-based policies and practices to advance Diversity, Equity, and Inclusion (DE&I) initiatives across diverse communities, with a focused dedication to immigrants and refugees in the Portland Metro Area. Applied change management strategies effectively to drive buy-in and facilitate meaningful change. Collaborated with commissioners and mediated conversations, fostering a collective approach to enhance transparency and amplify the commission's mission. Committed to emphasizing the profound impact of the commission's work on communities.

Strategic and results-driven leader overseeing the end-to-end planning, execution, and management of enablement activities for a transformative ERP Program (Oracle, Oracle Guided Learning, RF Smart, and Kronos).Managed vendor relationships, contractors, and consultants with a keen focus on strategic execution, ensuring seamless Instructor Preparation, Training Logistics, and the Development of an Instructor Support Program. Cultivated relationships with key stakeholders, fostering trust and collaboration to drive successful outcomes.Spearheaded the development and execution of ROI Evaluation Strategies, meticulously measuring learning outcomes and application to drive strategic decision-making. The result: a comprehensive training plan facilitating the adoption of new knowledge and skills by 5,000+ caregivers in multiple states for the ERP.Led change management communication strategies, stakeholder roadmaps, and resistance planning, strategically aligning efforts for a smooth transition and widespread acceptance of the ERP program. Simultaneously, reviewed instructional materials for soundness and identified opportunities to optimize workflow and efficiency.Navigated complex situations and relationships with agility, ensuring adaptive strategies in the dynamic ERP implementation landscape.

Strategically built collaborations with club leaders, playing a pivotal role in driving the success of multiple Toastmasters clubs. My focus was on ensuring each club achieved its membership and performance objectives through positive and secure learning environments. I actively collaborated with club officers, identifying areas for improvement and providing valuable guidance and support to overcome membership growth challenges and help clubs reach their goals.Drawing on past experience as a Pathways Guide, Club Mentor, and Club Coach, I directed efforts to enhance collaboration and resolve challenges at area-wide events, including speech contests and club elections. Additionally, I conducted targeted educational workshops aimed at fostering member growth and active engagement, contributing to the overall success of the Toastmasters community.With a commitment to diversity, equity, and inclusion, I encouraged clubs to consider these principles in their operations. Relying upon my extensive experience fulfilling all club leadership level roles and leadership roles within the district, I provided valuable insights and guidance to navigate complex situations. Serving as a speech mentor, I delivered educational training programs about public speaking to support members in honing their communication skills. Ensuring strict adherence to Toastmasters' regulations and bylaws, I provided oversight to guarantee that clubs operated within the prescribed framework. This multifaceted role demanded a diverse skill set, including robust interpersonal and communication skills, impeccable organizational abilities, and an in-depth understanding of the Toastmasters program.

Directed resources in the Western region, actively crafting and implementing highly effective programs to enhance employee performance. Providing comprehensive support to fellow consultants within the region, including professional development, coaching, mentoring, and sharing best practices in Human Performance Improvement, Learning and Development, and Change Management.My dedication to personal growth, coupled with a strong focus on team and organizational development, and profound expertise in human performance improvement and whole-systems thinking, led to the creation of high-quality programs. These played a crucial role in assisting clients in the utility sector with diverse needs, such as implementing new systems, refining or establishing certification and apprenticeship programs, assessing training program effectiveness, adopting new systems, tools, and processes, and managing their learning and development capabilities.In addition to program creation and support, I actively directed resources, conducted human performance improvement research, digital transformation research, and supported sales solutioning. I consistently exceeded client expectations and added a strategic layer to my multifaceted role, often fulfilling the role of the consultant and project manager. This required a diverse skill set, including workforce development and human performance improvement expertise, interpersonal communication skills, relationship building, team development, change leadership, and proficient project management.Moreover, I led strategic whiteboarding sessions, process improvement sessions, and change management strategy sessions. Furthermore, I increased the business footprint by establishing impactful relationships and providing substantial value, contributing to organizational success.

Led and managed initiatives to empower organizations, collaborating closely with individuals and teams to identify improvement areas. Working hand-in-hand with executives and key stakeholders, I developed cost-effective strategies that significantly amplified performance. My role included directing meticulous process analysis, gap identification, and developing tailored solutions.I actively facilitated change adoption across all organizational levels, ensuring a positive impact throughout the organization. In addition to individual contributions, I played a vital role in driving and managing the growth of practice areas within TEKsystems' End User Adoption division. This encompassed broadening service offerings and managing the organization's capacity for end-to-end solutions.My directed and managed approach encompassed crucial elements such as change management, research, ROI measurement, and learning transfer assessment. This strategy substantially contributed to the organization's success in delivering holistic solutions.With skills in human performance improvement engineering, I consistently exceeded client expectations, building a positive reputation that fueled substantial business footprint growth. I actively supported clients in developing effective change management strategies for seamless adoption and crafted playbooks to enhance operational efficiency.

Directed training program enhancement and alignment with organizational objectives, managing teams in Canada and the United States. Oversaw vendor relationships to ensure impactful external training resources, contributing to overall initiative success.Coordinated intricate training logistics for dispersed teams, fostering collaboration and consistent learning experiences. Spearheaded comprehensive new hire onboarding programs, laying the foundation for a cohesive organizational culture.Took charge of operational budgets, efficiently allocating resources for maximum impact. Devised a robust change management strategy, strengthening retail operations training certifications and facilitating smooth transitions and upskilling.Conducted thorough training needs assessments at retail locations, tailoring programs to specific requirements. Directed the coordination of training for contracted concession services, ensuring a consistent approach to employee development.Led evaluations of learning programs, strategies, and initiatives to ensure alignment with objectives and continuous improvement.Navigated international training operations, directing teams in Canada and the United States. Supported executives with communication strategies, demonstrating a holistic leadership approach.Reviewed instructional materials for soundness, contributing to overall quality and effectiveness. Developed strategic recommendations for continuous enhancement and innovation in training programs.

Led project teams and played a crucial role in designing and executing highly effective programs to elevate employee performance. I provided crucial support to fellow consultants within the region, offering professional development, coaching, mentoring, and sharing best practices in Human Performance Improvement, Learning and Development, and Change Management.Emphasizing the importance of personal growth and maintaining an unwavering commitment to team and organizational development, I led project teams with a focus on exceeding client expectations. Leveraging expertise in human performance improvement and whole-systems thinking, I crafted high-quality programs that delivered substantial benefits to clients in the utility sector. These initiatives included the implementation of new systems, the revision or establishment of certification and apprenticeship programs, the evaluation of training program effectiveness, the adoption of new systems, tools, and processes, and the management of learning and development capabilities.My role demanded a diverse skill set, including expertise in workforce development and human performance improvement, strong interpersonal communication skills, relationship-building, team development, change leadership, and proficient project management. My commitment to exceeding client expectations not only delivered successful outcomes but also expanded business by fostering positive client relationships and demonstrating the value of our services.Additionally, I bring experience in navigating complex and regulated environments, ensuring that programs and initiatives adhere to industry regulations and standards. This capability enhances the effectiveness of our solutions in diverse and challenging contexts, contributing to the overall success of our projects.

Provided strategic leadership in instructional design and course delivery, overseeing vendor relationships, and spearheading the development of cutting-edge new hire onboarding training programs. Formulated and executed a comprehensive change management strategy to seamlessly integrate Salesforce, while effectively managing operating budgets. Directly supervised learning activities to ensure optimal skill development and knowledge retention across diverse teams.Moreover, I designed a targeted change management strategy specifically tailored to drive the adoption of the Salesforce Customer Relationship Management (CRM) system. Successfully navigated the complexities of introducing new technology, ensuring a seamless transition for the teams involved.In this pivotal directorial role, my primary focus was on steering learning and development initiatives. By orchestrating a harmonious blend of instructional design, change management, budget oversight, and technology adoption strategies, I played a pivotal role in driving successful training and organizational advancements on a global scale.

I actively shaped and delivered impactful training programs that empowered our customers. These initiatives not only streamlined the efficient utilization of our services but also drove notable increases in adoption rates and business license sales. Collaborating closely with sales executives and account managers, I formulated and executed tailored training strategies, creating co-branded software training materials, including videos and job aids, to enhance the overall learning experience for our esteemed clients.In collaboration with software developers, I actively orchestrated the creation and continuous updating of training assets aligned with planned service enhancements, ensuring a seamless integration that facilitated change management. This strategic approach actively ensured the perpetual relevance of our training materials, showcasing the latest software features and improvements.Under my leadership, I actively drove a forward-looking strategy that led to the establishment of FuzeU, a dedicated training portal providing customers with seamless access to valuable resources and support. My role included actively helping customers adopt the new service through comprehensive change management strategies.Beyond these responsibilities, I actively directed the activities of the Customer Demonstration Team, overseeing incoming requests from the website and orchestrating product demonstrations in Apple stores. This multifaceted role seamlessly integrated my instructional design expertise with strategic thinking, customer engagement, and team leadership, making a significant contribution to the overall success and growth of the SAAS provider. Additionally, I actively provided strategic direction to the training and product demonstration team while developing communication assets to prepare learners for training.

I actively directed training operations as the leader of training operations for a top 500 credit union. This involved overseeing instructional design, vendor management, and training logistics to ensure the highest quality training programs. In addition, I led strategic planning efforts and conducted annual training needs assessments for all frontline positions, ensuring employees had the skills and knowledge needed for their roles.I took the initiative to pioneer the development of change management and training strategies to facilitate the smooth adaptation to regulatory, process, and technology changes. This included leading the creation of new hire and annual compliance training programs to ensure employees were well-prepared and compliant with regulations. Successfully implementing a learning management system, I established certification programs for frontline positions, thereby enhancing the tracking and management of training initiatives.Furthermore, I played a leading role in the development of a training cooperative among credit unions in Northern California. This initiative fostered collaboration and knowledge sharing to benefit the wider credit union community. In this multifaceted role, I combined instructional design expertise, strategic planning, change management skills, and the ability to establish collaborative partnerships, driving excellence in training and compliance within the credit union. Additionally, I actively networked with other credit unions to promote best practices in learning and development.Moreover, I managed operating budgets and directed training operations, ensuring the efficient allocation of resources for maximum impact and success in meeting organizational objectives.

Directed the development of a comprehensive management certification program and supervised the delivery of vital training programs, including new employee orientation, teller operations training, lending certification, and back-office support training. Responsibilities encompassed implementing training and engagement programs to improve retention and service levels, managing the development of the management certification program, ensuring it met the highest standards of excellence, overseeing the execution of multiple training programs to enable employees to acquire essential skills and knowledge, and successfully managing operating budgets to ensure cost-effective and efficient training operations.Additionally, played a critical role in the recruitment and management of learning and development staff, ensuring the right talent was in place to support training initiatives. In this role, I fused strategic planning, leadership, budget management, and human resource skills to deliver high-quality training programs and certifications across various areas of the organization. Also, was responsible for service expansion, contributing to the overall growth and success of the training initiatives.

As the former Director of a high-volume inbound contact center, I managed the operation, handling 22,000 calls monthly. My responsibilities included strategically staffing, conducting recruiting efforts, and developing a comprehensive new hire onboarding program. This program not only integrated new employees into the contact center but also included non-call center staff for a holistic approach to training.I leveraged my experience in compliance, new account and lending regulation, loan underwriting, and deposit account operations to lead the creation of policies, procedures, and training programs. The goal was to reduce errors, decrease processing times, enhance call quality, and improve employee retention. Additionally, I implemented an outbound contact center dedicated to supporting new accounts and generating leads for financial services, expanding the contact center's capabilities. Building relationships with branch operations management improved visibility and created growth opportunities for contact center agents, resulting in increased employee satisfaction and retention.Proactively forging relationships with operations enhanced synergy and expanded services provided by the contact center. My initiatives resulted in a 70% reduction in turnover, along with programs to improve employee engagement. My efforts were recognized, and I was honored as the new hire of the year. This multifaceted directorial role demanded a unique combination of leadership, operational management, human resource skills, process improvement, and strategic relationship-building to drive the success of the contact center and the organization.

In my role as a facilitator, my primary responsibility was delivering course materials and ensuring high learner engagement by effectively leading discussions and providing valuable feedback. This involved a combination of skills and expertise, including strong communication skills essential for conveying course materials clearly and engagingly. My deep understanding and expertise in the subject matter covered were crucial, allowing me to address learner questions, provide additional insights, and adapt the content as needed. Tailoring the learning experience to the audience was vital, and my ability to understand the specific needs and backgrounds of the learners and adjust the content and delivery to match their requirements contributed to a more effective learning environment. With experience in both online and face-to-face classroom facilitation, I guided discussions, managed group dynamics, and kept learners engaged in various learning environments.Furthermore, I bring expertise in deposit account operations, lending operations, and financial regulation and compliance, enhancing my ability to provide comprehensive and relevant insights to participants in these areas. In this role, my ability to combine these skills and experiences was instrumental in delivering effective and engaging learning experiences for the participants.

As the Branch Manager, I actively oversaw and managed the branch's operations, playing a multifaceted role that encompassed various key responsibilities:Team Management: I directed the branch staff, ensuring the delivery of excellent member service and fostering cohesive teamwork to meet financial goals.Financial Expertise: I served as the go-to expert on the credit union's financial products and services, providing valuable insights and guidance to both staff and members.Compliance and Security: Ensuring a safe and secure environment for employees and members was a top priority. I actively took responsibility for ensuring the branch complied with all relevant regulatory requirements.Strategic Development: I developed and implemented strategies to drive membership and revenue growth, actively contributing to the branch's success and profitability.Loan Underwriting: I played an active role in the loan underwriting process, contributing to the assessment and approval of loan applications.Community Outreach: I led community outreach programs aimed at supporting sales and membership growth. Additionally, I conducted financial education sessions to empower members with knowledge about credit scores, account insurance, retirement planning, and loan application basics.Training and Policy Development: I actively created training programs and established policies and procedures for new account products, contributing to a streamlined and efficient onboarding process for staff. Moreover, I led customer service training efforts across all branches to ensure a consistent and exceptional member experience.In this role, I actively combined financial expertise, leadership, and community engagement to foster a thriving branch while adhering to strict compliance standards.

As the Branch Manager, I actively oversaw and managed the branch's operations, playing a multifaceted role that encompassed various key responsibilities:Team Management: I directed the branch staff, ensuring the delivery of excellent member service and fostering cohesive teamwork to meet financial goals.Financial Expertise: I served as the go-to expert on the credit union's financial products and services, providing valuable insights and guidance to both staff and members.Compliance and Security: Ensuring a safe and secure environment for employees and members was a top priority. I actively took responsibility for ensuring the branch complied with all relevant regulatory requirements.Strategic Development: I developed and implemented strategies to drive membership and revenue growth, actively contributing to the branch's success and profitability.Loan Underwriting: I played an active role in the loan underwriting process, contributing to the assessment and approval of loan applications.Community Outreach: I led community outreach programs aimed at supporting sales and membership growth. Additionally, I conducted financial education sessions to empower members with knowledge about credit scores, account insurance, retirement planning, and loan application basics.Training and Policy Development: I actively created training programs and established policies and procedures for new account products, contributing to a streamlined and efficient onboarding process for staff. Moreover, I led customer service training efforts across all branches to ensure a consistent and exceptional member experience.In this role, I actively combined financial expertise, leadership, and community engagement to foster a thriving branch while adhering to strict compliance standards.