Jay Maxwell Email & Phone Number

Hong Kong, Cn

Capital One Lounges (DFW and DEN). Plaza Premium Lounges (DFW and MCO). Onboarding; Service Excellence training; Leadership training; LinkedIn Learning deployment

Bethesda, Md, Us

Lobby, events, and restaurant hosting to meet and exceed Guest expectations

Partners with on-site leaders and teams regarding talent developent practices, learning content creation, process development and documentation, and facilitation.

Dallas, Texas, Us

Human Resources, OD, Venue Operations – Leadership Development Strategy and Execution- Planned and launched program for instructor-led, online, and blended learning using Cornerstone/CyberU and FranklinCovey content for 1200+ leaders of Topgolf’s 22,000 Associates. - Implemented program management to launch and deploy FranklinCovey leadership development in US and Europe over 8 months. - Supported COVID-19 business continuity strategic planning as part of the 5-person HR task force.

Plano, Texas, Us

Applied an agile methodology to create Toyota Connected workflows, policies, procedures, and training content for business operations, collaborating with telematics product owners, scrum masters, UX experts, and Salesforce.com CRM developers. - Key contributor on Toyota Connected’s Business Operations team that successfully launched two U.S. and Canadian start-up contact centers supporting Toyota and Lexus customers throughout North America.- Led design, development, and implementation of several essential business operations processes.- Designed, developed, and delivered Toyota Connected’s initial Telematics training program, creating policy & procedures, facilitator guides, training activities, job aids, and more.- Streamlined training curriculum to save $278,500 annually.- Partnered with developers on content and design of the new Salesforce CRM.(Click photo then click View to learn about the terrific work at Toyota Connected.)

Leesburg, Virginia, Us

Clarify, confirm and create documented procedures and training content for new American and Canadian contact centers, ensuring that call agents are confident and prepared to assist customers. Partner with local and on-site senior leaders regarding goals and methodologies. Plan and facilitate on-site training for new employees and team leaders.

Addison, Tx, Us

Selected by Marketing to generate and evaluate solutions for cross-functional New Product Development (NPD) process improvements and lead the related education and change management efforts of new process improvement strategies.- Supported cross-functional NPD project team processes and led communication and training for implementation. - Led development, training, and administration of new Corporate Brand SharePoint Team Site to provide consolidated quick access to current information for onboarding, training, team communications and processes. - Honored to also be chosen as one of four co-leaders for the company’s SharePoint Community of Practice. - Implemented and hosted monthly series for development of all Brand employees.

Addison, Tx, Us

Designed, implemented and monitored corporate wide quality processes including systems, policies, procedures, and training to ensure Corporate Quality Standards were met and consistently followed globally. - Designed and led quarterly Quality compliance training for 600+ R&D and Manufacturing employees. - Partnered with laboratory leaders to develop and implement technical training standards and processes.

Addison, Tx, Us

Designed, implemented, and managed global programs for leadership development, training, and change management. - Planned and implemented Mary Kay's first global leadership development program; benchmarked research, prepared business cases, developed training plan roadmap, partnered with stakeholders to implement. - Developed and adapted training to meet unique needs of all international markets and facilitated workshops in US, Latin America, Asia Pacific, and Europe sales regions. - Partnered with Hitachi Consulting to develop world class change management processes for all Mary Kay markets; co-led Organizational Change Management (OCM) Academy development, training, and follow-up support. - Responsibilities also included e-learning implementation, vendor management, program management, instructional design, facilitation, and Franklin Covey leadership program global rollout for "Leadership: Great Leaders, Great Teams, Great Results."

Dallas, Tx, Us

Engaged 400+ members and delivered value through setting strategic direction and heading the chapter's leadership team, focusing on programs, membership, professional development, special interest groups (SIGs), marketing, communications, and finances. Served as President-elect in prior year, then as Director in subsequent year. ATD Dallas is the local chapter of the international Association for Talent Development, the world's largest professional organization focused on workplace learning and employee performance. #DallasKnowsTalent

Las Vegas, Nevada, Us

Promoted into a new function to provide leadership, planning, research and analysis for process improvement projects within Commercial Operations and Servicing.- Facilitated Operational Excellence (OpEx) short-duration Quick Value projects and coached teams throughout the process to identify improvement opportunities, develop and implement action plans, select metrics, and calculate savings. - Led Mortgage Banker Finance improvement project, realizing $117,000 annualized savings through MBF process redesign and staff redeployment.- Increased efficiencies related to refund check issuance, realizing 120 hours annualized savings for each Cash Processing Accountant. Reduced risk of duplicate payments and audit trail errors for Investor Reporting / Investor Accounting, while reducing processing time by annualized 65 hours.

Las Vegas, Nevada, Us

After spin-off and outsourcing layoff at prior employer (Ernst & Young), moved to this position at a start-up shared services center.- Developed, adapted, and facilitated training for 400+ managers and professionals in commercial real estate / multifamily business unit at the National Operations Center. - Used ADDIE and adult learning methods to adapt and facilitate the company’s leadership, communication, service, and professionalism courses for use with commercial real estate business unit employees.- Led Washington Mutual 2-day onboarding for 325+ employees at all levels, including topics related to the importance of brand, culture, organizational structure, community service and performance.- Adapted programs for webinar delivery to field personnel by collaborating with subject matter experts to develop and implement technical financial training for the Strategy Mortgage Loan Servicing System.

London, Gb

Recruited by previous superior at American Express for Ernst & Young’s new national internal training function.- Selected as the firm’s first training manager for the consolidated and expanded National Accounting Center. - Realized a more efficient use of training time and money in implementing and managing center-wide on-site training program for 425 people with annual training budget of $320,000.- Assessed, planned, and implemented strategy and curriculum for all managers' and professionals' training , including leadership development, interpersonal, teamwork and time management skills; provided coaching to leaders through one-on-one support regarding their leadership skills.- Managed team comprised of senior training specialist, instructional designer, training assistant, and six operations trainers embedded in business units, resulting in quality and consistency in firm wide departmental training and documentation. - Ensured that all training courses met CPE requirements and were set up in learning management system (LMS).- Managed training vendor delivery related to technical training, business writing, consulting skills, and call center telephone skills.- Introduced managers to process improvement tools by developing and co-facilitating workshop and action planning.

Began career after college as a Lobby Services Representative in an Omaha, Nebraska, AMERICAN SAVINGS branch and then as a Mortgage Service Representative with LOMAS & NETTLETON after moving to Dallas. At AMERICAN EXPRESS, progressed to become an Instructional Design Specialist and ultimately a Senior Supervisor for 20 employees in Quality, Cashiers, and Administration functions. Continued training career as a Senior Training Specialist with FIRSTPLUS FINANCIAL, facilitating programs throughout the U.S. and leading the rotational leadership program for recent HiPo college graduates. That led to the talent development career described above.