Manage the Learning & Development and Knowledge Management teams for Toyota Motors North America Brand Engagement Center

Develop instructor-led materials and training for a classroom setting to support back-end collection systems and processes used by associates in collecting upon deficiency loan debt balances. Reporting to the Central Collections department of Field Services for Toyota Financial Services.

•Lead instructional curriculum designer for the SAVEs department, which deals with cancellation calls.•Developing the new hire curriculum to integrate the two major components of the SAVEs agents’ duties: exemplary customer service coupled with outstanding sales expertise.•Delivered cultural diversity training to two centers in India, broadband product training to new agents in an external vendor location in Orlando, and value-added sales techniques and product knowledge to the call… Show more •Lead instructional curriculum designer for the SAVEs department, which deals with cancellation calls.•Developing the new hire curriculum to integrate the two major components of the SAVEs agents’ duties: exemplary customer service coupled with outstanding sales expertise.•Delivered cultural diversity training to two centers in India, broadband product training to new agents in an external vendor location in Orlando, and value-added sales techniques and product knowledge to the call centers in The Philippines and India as an Instructor.•Develop, edit, refine, and test course content, specializing in customer service and operations.•Received kudos for exemplifying several corporate core values from Talent Development in forming and managing new corporate Toastmaster club, which will foster and develop employee presentation and leadership skills. Show less

Volunteered as Division Governor for this International organization. Managed 4 areas which served 15 clubs and approximately 300 members. Worked with the rest of the District Executive Committee to meet goals and provide motivation and inspiration to members seeking professional growth in the area of public speaking and leadership.

Training consultant for ramp-up of National Sales Call Center. Trained new hire classes on all systems, products, and skills.