• Managed a team of Learning & Development Specialists who design and create effective training solutions that impact business results.• Managed a team of Technical Writers who developed process-specific documentation for internal and external clients.• Build strong relationships with the business, establishing partnerships with key stakeholders for the development of sales, customer service, and technical training.• Lead all aspects of projects from needs analysis to evaluation.• Launched and administered Learning Management System.• Launched and administered Knowledge Management System.• Developed training intake and quality assurance forms allowing for enhanced tracking and metrics.• Established a learning roadmap that reinforced a strong learning culture, career development, and role-specific improvements.

• Responsible for the strategic vision, development, and execution of both the training and development and the quality assurance departments. • Lead and develop training managers.• Strong relationships with key stakeholders allowing for better cross-team partnerships.• Career development and opportunities for employees across the organization. • Training budget responsibilities, collaborating with the VP.• Launched and administered Learning Management System.• Launched and administered Knowledge Management System.• Continued education of trainers on delivery skills, content development, and leadership skills.• Utilize performance metric tools to assess the effectiveness of training programs.• Collaborated with cross-functional departments in the build-out of clinical and technical training.• Maintain and built additional PowerApps platforms for continued automation of processes (candidate tracker for HR).

• Managed a team of Learning & Development specialists who delivered technical and regulatory training for government and commercial clients.• Managed a team of content developers who built technical and regulatory training for both government and commercial Enrolment and Billing. • Cultivated positive, professional, and interpersonal relationships with both internal and external stakeholders enhancing collaboration efforts for training needs analysis and development. • Implemented digital intake process, achieving better class scheduling and tracking of design requests.• Incorporated Agile methodologies in content design practices to produce high-quality content.• Improved training material for leadership development programs through department collaboration.

• Led a team of internal training coordinators to ensure training room requests were managed for over 200 training spaces.• Managed a team of vendor management consultants in support of L&D logistics and fulfillment needs.• Maintain oversight of all classroom facilities, furnishings, and classroom technologies, and coordination of budgetary needs for room improvements and maintenance.• Improved training room request process by standardizing a request intake system across departments.• Collaborated with corporate real estate for location reorganizations and new site training spaces.

• Managed development, implementation, and post-launch analysis of training strategies, plans, and processes, supporting organizational goals. • Collaborated with department managers in identifying and meeting training needs. • Delivered leadership training, enhancing performance issue resolution and coaching skills.• Reduced training costs by $370K by introducing a virtual training platform.• Launched and administered Learning Management System.• Reduced call handle time by an average of 32 seconds through Knowledge Base implementation.• Championed customer satisfaction through training initiatives, employee development, retention, and performance improvement.• Develop trainers through continued education and certification practices.

• Provided leadership and direction to 3 training departments.• Provided leadership and direction to 3 quality assurance departments• Functioned as project leader in the creation of new training initiatives for new and existing clients. • Developed sales training, customer service training, and financial services training programs.• Implemented improved consultative and assumptive sales, and financial industry education while driving continued customer service training for all client support groups.• Served as primary client contact related to training and quality.• Assessed the effectiveness of training and quality through various metric measurements.• Implemented new training standards, increasing new hire graduation by 20%, achieving savings of $609K annually.• Realized cost savings of $45K by reducing training department consumable supply usage.• Implemented quality monitoring and feedback standards, improving productivity by 35% and quality scores by 13%.• Improved training through QA and Training collaboration to identify areas of opportunity for refresher training.