Ian Baker Email & Phone Number

Mckinney, Texas, United States

Irving, Texas, United States

• Led audit response and exams for learning team and collaborated with Compliance/Legal for multiple audits for manufacturing.• Managed, created and implemented robust compliance curriculum processes and developed reporting analytics for the Learning Organization and manufacturing sites.• Developed communication strategies and standardized learning analytics to improve compliance completion percentage every quarter.• Created and maintained project control via Smartsheet as form entry for project/audit/LMS intake requests.• Served as the company-wide Learning Management System (Success Factors) administrator managing over 8,000 users.• Developed reporting analytics for support using ticketing data in Excel and MS Access.

Dallas, Texas, United States

• Developed a comprehensive and robust training curriculum that ensures compliance with all training regulatory requirements.• Partnered with senior and departmental leadership on development of new training initiatives and content designed to support critical company and business objectives.• Provided continuing education opportunities for employees, inclusive of ongoing compliance, leadership, professional and personal development.• Led research initiatives on new training projects, courses, and developing content.• Maintained knowledge by researching and analyzing the business, systems, process, and regulatory changes to ensure training proficiency.

Frisco, Texas, United States

• Managed logistics for training over 100 employees on a new mortgage servicing platform. This included coordinating communications, scheduling, reporting, shipping, and evaluations for over 30 courses providing over 6000 hours of instruction.• Partnered with business leaders to address a knowledge gap on a new mortgage servicing platform 90-days post-implementation. Completed a detailed knowledge gap analysis and developed a learning plan for 30+ customer-facing team members delivering over 40 hours of training.• Developed a training plan/schedule for a rapid-hiring initiative to bring in over 50 customer service representatives in a four-week period.• Partnered with business leaders to transition call-center new hire training to 100% virtual delivery.• Collaborated and executed on plans to build a L&D function for the Mortgage Servicing team including project tracking and reporting, and team structure and roles.

Frisco, Texas, United States

• Supporting expansion of Loan Servicing organization across multiple sites.• Oversight of call center readiness of call quality with credit union members (mortgage).• Assisting of Learning and Development initiative to support implementation of MSP.

Coppell, Tx

• Assessed current state of program and advised on an exclusive training approach.• Oversight of training content, scheduling, and delivery of sales training on special niche portfolio products.• Consulted with sales executives across 3 production channels on training needs and knowledge gaps.• Developed a video library with content ranging from loan product information to sales strategies for each production channel. Aligned strategies to the different roles in each channel.• Aligned with marketing peer to ensure training schedule and content supported product marketing strategy.

Coppell, Tx

• Selected from a team of 29 Learning professionals to fill this role.• Built the process, created reporting to monitor time lines and deliverables, established relationships with Compliance and Legal partners and key stakeholders.• Led the conversion to a new compliance training content vendor.• Took ownership of all facets of the New Employee Orientation program for the company.• Assumed responsibility of Executive Onboarding program for new senior leaders joining the company.

Coppell, Tx

• Owned the entire Loan Processor new hire training curriculum including orientation, systems, process and on-the-job training.• Developed and led a training plan on a new suite of company-specific suite of loan products to a targeted audience.• Selected to accompany sales leadership to develop and train loan consultants and account executives on new products and sales techniques.

Irving, Tx

• Managed business partner relationships to enhance Loan Processor new hire training.• Created PowerPoint presentations, training tips, job aids, participant guides, and facilitator guides to increase retention in the classroom.• Selected to assist Servicing new hire training due to rapid business hiring and increased training demand.• Facilitated Servicing new hire training including orientation, systems, process and on-the-job training.• Developed facilitator guide for new Servicing Borrower Portal.

Irving, Tx

• Led a Loan Processor training plan for new employees and managers for all channels.• Created PowerPoint presentations, training tips, job aids, participant guides, and facilitator guides to increase retention in the classroom.• Managed and facilitated Loan Processor Training for new branches in California, Nevada, and Dallas to increase the company’s productivity of acquisitions/mergers.