Responsible for the development, management, and delivery of learning and development programs that support engagement, promote individual growth and development, and drive organization development in alignment with strategic initiatives. • Develop and implement bank-wide learning strategies that align with bank goals and objectives.• Manage the LMS (Cornerstone/Saba) to administer training and development, including training records, program measurement, and ROI.• Design and… Show more Responsible for the development, management, and delivery of learning and development programs that support engagement, promote individual growth and development, and drive organization development in alignment with strategic initiatives. • Develop and implement bank-wide learning strategies that align with bank goals and objectives.• Manage the LMS (Cornerstone/Saba) to administer training and development, including training records, program measurement, and ROI.• Design and execute leadership development programs, workshops, and experiential learning programs to enhance capabilities at all levels.• Coach and mentor team members and bank employees, providing guidance and support for their professional development.• Design, develop, and execute customized eLearning, hybrid, and in-person training programs.• Facilitate Gallup Strengths Coaching and workshops to individuals and teams.• Develop and execute communication of learning programs and engagement activities to drive awareness of offerings building engagement and accountability.• Conduct needs assessments to identify learning gaps and develop targeted learning solutions• Analyze and evaluate training effectiveness through surveys feedback. • Lead a team of training professionals providing guidance, mentorship, and support in the development and execution of learning programs, leveraging diverse modalities and technologies.• Collaborate with HR partners, executive leaders, and key stakeholders to ensure alignment and support for learning and development goals.• Manage learning budgets, evaluate external vendors, and negotiate contracts to ensure cost-effective and employee centric solutions.• Leverage data-driven insights and trends to continuously improve strategies and programs. Show less

VP Programs - Oversees the chapter’s programming function, including responsibility for topic/speaker selection, site selection, and overall meeting management and reporting.

Collaborate with leadership and individual contributor staff to develop, improve, and support the quality of training programs being delivered to drive engagement within the organizational community.• Use instructional design methodologies for leadership and employee development blended learning programs to grow a high-performance workforce and develop future leaders.• Strengthen engagement and capabilities by facilitating 1:1 coaching, team building sessions, employee development… Show more Collaborate with leadership and individual contributor staff to develop, improve, and support the quality of training programs being delivered to drive engagement within the organizational community.• Use instructional design methodologies for leadership and employee development blended learning programs to grow a high-performance workforce and develop future leaders.• Strengthen engagement and capabilities by facilitating 1:1 coaching, team building sessions, employee development training, and new employee onboarding.• Consult with leaders, stakeholders, and individual contributors on learning and development strategies and departmental performance objectives.• Conduct training needs assessments and job/task analysis to support ongoing development and improvement of training courses. Show less

Managed overall operational activities, human resources functions, and training capabilities of the call center with a staff of 36 in Kansas City and outsourced staff in Killeen, TX and the Philippines.• Managed the creation and delivery of training programs and operational processes that developed employees for a successful job approach.• Tracked individual staff performance via reports, call monitoring, and coaching sessions. Determined individual training needs based on the data… Show more Managed overall operational activities, human resources functions, and training capabilities of the call center with a staff of 36 in Kansas City and outsourced staff in Killeen, TX and the Philippines.• Managed the creation and delivery of training programs and operational processes that developed employees for a successful job approach.• Tracked individual staff performance via reports, call monitoring, and coaching sessions. Determined individual training needs based on the data gathered.• Responsible for recruiting, coaching, training, and developing supervisors, trainers, and contact center staff. Show less

Managed the development and implementation of call center training programsMitigated minor employee relations issuesCoached call center representatives on policies and processes for greater patient satisfactionEvaluated processes, business plans and recruiting strategies.

Analyzed, identified and resolved pharmacy rebate discrepancies in collaboration with internal analysts.Compiled monthly/quarterly reports for leadership presentations.Developed and delivered pharmacy rebate training program.

Supervised document processing operations.Oversaw five million dollars in daily check deposits.Screened applications, interviewed candidates, made salary recommendations, and extended job offers.Researched shareholder account requests for daily reconciliations.Responsible for team coaching, training, mentoring, and monthly stat reviews.Responsible for reporting daily, weekly, and monthly dashboard metrics.Ensured SLA’s were met on a daily basis as well as reporting to… Show more Supervised document processing operations.Oversaw five million dollars in daily check deposits.Screened applications, interviewed candidates, made salary recommendations, and extended job offers.Researched shareholder account requests for daily reconciliations.Responsible for team coaching, training, mentoring, and monthly stat reviews.Responsible for reporting daily, weekly, and monthly dashboard metrics.Ensured SLA’s were met on a daily basis as well as reporting to upper management. Show less

Trust Operations Supervisor Feb 2005 - Aug 2005Monitored more than one billion dollars worth of daily transactions.Worked with Account Administrators to ensure customer accounts are accurately detailed.Quality checked and approved internal, external and international wires.Responsible for creating better quality initiatives and improving internal customer service.Call Center Supervisor Sept 2002 - Feb 2005Assisted team members with day-to-day call center… Show more Trust Operations Supervisor Feb 2005 - Aug 2005Monitored more than one billion dollars worth of daily transactions.Worked with Account Administrators to ensure customer accounts are accurately detailed.Quality checked and approved internal, external and international wires.Responsible for creating better quality initiatives and improving internal customer service.Call Center Supervisor Sept 2002 - Feb 2005Assisted team members with day-to-day call center issues.Identified trends and opportunities for call center improvement.Web Chat Project Manager within call center.Responsible for disciplinary actions and performance evaluations.Monitored daily, weekly and monthly reports to ensure proper service levels are met.Coached and developed employees for career progression with individual development plans.Provided continued feedback with daily interactions and monthly scorecards.Project Manager of insurance implementation initiative. Show less