Eva Costello, Shrm-Scp, Cptd Email & Phone Number

Orlando, Florida, Us

Changing work for the better!

After leaving my last role, I took a deliberate career break to focus on personal endeavors, including settling into a new home and dedicating myself to continuous learning, earning my SHRM-SCP credential, becoming a Prosci® Certified Change Practitioner, and actively volunteering in my community and professional network. With renewed energy and enthusiasm, I am excited to bring my expertise and passion back into the workforce and contribute to the success of teams and organizations in need of dynamic change management, talent development, and customized solutions.If you are interested in connecting, please reach out!

Center Valley, Pennsylvania, Us

With the mission to build and cultivate corporate learning and organizational development programs, I provided strategic direction to support large-scale, complex projects that resulted in measurable outcomes and enhanced organizational agility. My efforts to foster a learning culture within the centralized L&D department facilitated the achievement of several new talent development programs. Under my direction, the L&D leadership team (5) drove instructional design, content management, knowledge management, training delivery, change management, and analytics while overseeing 25 indirect reports.Highlights of accomplishments in this role include:• Implemented an enhanced new employee framework, resulting in a streamlined onboarding process, a notable 15% increase in satisfaction survey scores, and the achievement of optimal employee performance within 90 days of hire.• Designed a corporate change model solution to support organizational transformation, facilitating communication, awareness, and training plans, achieving 98% adoption.• Led the design and delivery of a comprehensive training certification program for Shift4's GTM integrated solution: SkyTab POS. Accredited 1900+ employees and SaaS dealers, boasting a 91% acceptance rate.

Us

In this role, I spearheaded all facets of learning and development, managing a $2M budget and team that scaled up to 40+ learning professionals tasked with onboarding and training up to 4K associates annually in NA, LATAM, and APAC markets. I'm most known for developing solutions and optimizing programs that realize cost savings, increase employee satisfaction, and improve talent retention. Highlights of accomplishments in this role include:• Achieved a 40% reduction in new hire attrition and a 15% improvement in quality assurance scores by introducing a post-training framework and leadership training. Successfully scaled the program for a global workforce. • Transitioned in-person training programs to virtual delivery platforms, increasing participation rates by 30% and reducing training costs by 20%. • Generated over $1M in revenue by expanding clients' L&D programs and introducing certification programs for customer service representatives aligned to clients' brand and culture.

eBay acquired GSI Commerce and rebranded to eBay Enterprise. As Senior Manager of L&D, I arranged team training for the call center division and lead 7 client training specialists. My coaching to the trainers optimized new hire training and development across various verticals. I cultivated new teams and created career pathing within domestic and international call centers. My efforts in executive initiatives, content development, and learning solutions drove performance excellence.Highlights of accomplishments in this role include:• Established learning department communities of practice to support company-wide and divisional objectives. • Supported RFP team by leveraging expertise in P&L, invoicing, customer service, vendor management, and SaaS sales. • Onboarded a series of new retail eCommerce clients, developed onboarding and recurrent training to support sales, service, and escalations contacts. • Set talent strategies for 2.5K+ employees based on organizational needs in consultation with key stakeholders. • Integrated global talent management programs and instigated DEI initiatives, boosting NPS score YOY.

King Of Prussia, Pennsylvania, Us

Lead trainer for contact center eCommerce organization and responsible for the design, delivery, and ongoing training and development of seasonal and regular entry-level workers. Partnered with leadership and peers, providing guidance in adult learning principles, just-in-time training, and on-the-job learning activities. Served as brand ambassador and company spokesperson for various client campaigns.

New York, Ny, Us

During my career at Chase, I received several internal promotions, development opportunities, and was consistently recognized for top performance. Positions held include teller, account representative, branch management, and business development. During my time in business development, I built and facilitated skill-building workshops and supported 300 banking centers while maintaining operational excellence, boosting profitability by 30% YOY.