Jennifer Gormer Email & Phone Number

For 24 years, I partnered and liaised with Fortune 100 & Non-Profit Executive Leaders to design and deliver high-impact Learning & Development, Quality Assurance & Quality Control, Process & Procedures and Talent Development. Responsibilities include leading small and large teams, and conducting needs and gap analyses, and requirements gathering to ensure key milestones are met aligning to evolving business needs.

Norwalk, Ct, Us

Following Booking Holdings’ (Priceline, Inc.) 2021 acquisition of Get A Room, I transitioned to the new company to continue overseeing Operations Sales Enablement, including learning and development, quality management, vendor talent management, corporate communication, and knowledge base (P&P) worldwide—in 9 Contact Centers and HQ. ➸ Spearheaded the strategy, design, implementation, and establishment of a single sales process for more than 1,000 sales agents, which encompasses training, “Know Your Customer” Profile, and job architecture. ➸ Secured buy-in and approval from the CEO to build out a comprehensive quality management program, which includes quality assurance (QA) and control (QC). Established business-level QA program to measure and track business-critical data.➸ Overhauled and launched a globally standardized new-hire sales training, including core training for all personas in the company. Program yielded expedited onboarding, a higher level of talent, and improved pathway to proficiency (retention).➸ Achieved 95% knowledge mastery (L2) in “Stick to Policy” training for Customer Care line of business (LOB).➸ Attained 3.5 out of 5 internal NPS (L1); increased L1 participation from 10% to 50%.

In August 2021 I was appointed into a newly created role to standardize a global learning program in 5 countries. Not long after joining the company, it was acquired by Booking Holding and incorporated into their Priceline, Inc. brand—where I was retained to continue this mission.

Plano, Texas, Us

As the organization shifted its L&D approach, I was hired to convert their live training to a virtual / hybrid program while simultaneously enhancing and refreshing the curriculum. I managed a team of 11 corporate trainers and an LMS administrator. ➸ Propelled the development and execution of the Talent Management strategy and collaborated with Human Resources (the CHRO specifically) and other leaders to improve functional areas, teams, and individual performance.➸ Strengthened Operations New-Hire Training retention to a 90% average within 60 days and decreased 30-day attrition from 70% to 29%, driving significant cost savings and helping to place the right talent in the right seats.➸ Developed and stood up a new Third-Party Collections Nesting program and function.➸ Worked alongside senior leaders to design and implement leadership and high-potential development strategies.**6-month Contract.

Dallas, Texas, Us

I joined the company via a newly created role to lead their first sales talent development initiative across Growth (Sales), strategy, and marketing. I worked with senior management to develop high-impact training and resources and served as a trusted advisor to senior leaders.➸ Defined the L&D strategy and launched Growth University, helping individual contributors increase sales productivity and new hires become productive immediately after onboarding. ➸ Led 88% of the Growth population scoring 85%+ on all L2 assessments (mastery).➸ Scored 4.07 out of 5 internal NPS (L1) and achieved 41% global L1 participation.➸ Used a consultative approach with Growth leaders, analyzing data and recommending learning solutions to deliver and measure to meet Growth goals. Created a 4-Level Measurement and Assessment Program tied to company objectives.➸ Trained Core Strengths Leadership assessments; played a critical role in cultivating vendor relationship and training more than 100 leaders in Growth and Delivery.**COVID-related lay-off in June 2020.

Worldwide, Oo

I contracted with Deloitte to support their experts in the fields of tax law and tax prep, as well as their clients in developing effective learning for tax professionals globally.

Southlake, Texas, Us

Within a very short period of time, I established a foundation of best practice and standards. ➸ Developed new eLearning templates in Articulate 360; created standards and QC/QA process for BAU.➸ Maintained sole accountability for Hospitality eLearning for all sales clients (more than 1,000 employees).

Coppell, Tx, Us

In January 2018, I was converted from a consultant to an FTE to communicate with senior IT and business leaders on drivers of the IT audit agenda. I prepared and delivered reports to the executive leadership team and senior IT leaders, and a communications schedule with all stakeholders—CIO, SVP Infrastructure, Chief Risk Officer (CRO), C-suite members, and audit teams.➸ Collaborated with internal audit team members to vet/obtain peer review on audit observations.➸ Managed escalations made by auditees about IT audit observations or audit activities; developed best practice processes for audit response, resolution, etc.➸ Approved escalations and tracked progress the audit approach, major changes in Mortgage industry and related industries.➸ Coordinated and organized learning sessions with the team about changes in business processes, specific departmental objectives, end-customer feedback, and management mandates.**Company lay-off in April 2018.

Coppell, Tx, Us

I first joined Caliber Homes in a consultant capacity, overseeing more than 14 Management Action Plans (MAPS) for CFPB Examination and audit—resulting in zero findings. I reported to the senior vice president (SVP) of National Operations and the executive leadership team.

Mclean, Va, Us

In less than 6 months, I developed Wish Walk Training and Reporting Training (eLearning) for the Hilton World-wide enterprise.➸ Updated Quick Reference materials for all suites, full and focused services.➸ Developed ILT training for pricing premium accommodations.

Pr

Within 2 months, I effectively managed a $500K budget to design and launch 14 eLearning courses using Storyline 360 for new-hire consultants around the world—in 3 languages. ➸ Edited audio and video, ensured QC/QA, sourced and implemented new LMS, and served as LMS Administrator.

Dallas, Tx, Us

Throughout the 7 months I was with Southwest Airlines, I developed and facilitated training in collaboration with Accenture consultants that was conducive to and effective in supporting change. ➸ Led all internal training needs for Supply Chain Department, including the SAP Ariba tool, Ariba Optimization, Contract Compliance Pilot, Gap Training, and Enhanced Catalogs.

Kista, Stockholm, Se

As the training and development lead, I worked as a part of the Ericsson Competence and Development Center of Excellence, Network Build-PMO (ERP).➸ Branded and stood up the Service Delivery Center of Excellence (training facility), its mission, and vision. Managed a design team of 2 as well as interns. Received all requests for customized training from clients.➸ Evaluated ERP System Training program for gaps, areas of opportunity, and inefficiencies against national T&D standards.➸ Designed, developed, and implemented E2E Development P&P for Training and SME teams using Office 2013; Instructional videos (Camtasia).➸ Assessed and trained all instructors in effective Andragogy methodologies; developed and delivered T3 sessions.➸ Revised and updated all roles and responsibilities within Competence and Delivery team, leading change management effort.➸ Scoped and developed training for vendors such as AT&T, T-Mobile, and BAMA.

For 12 years, I was the professor of record at Texas Universities teaching and lecturing conservatory and theory classes for majors and non-majors at CC Fine Arts, TCU College of Classical and Contemporary Ballet, UTA Liberal Arts and Kinesiology, and TCCC Humanities & Fine Arts; and, Guest Artist or Choreographer in Residence at Richland College and TCCC.

Master Of Arts (M.A.), Humanities & Aesthetic Studies

Master Of Science - Ms, Educational Leadership And Administration, General

B.A., Dance Studies: Performance & Choreography

Doctor Of Philosophy - Phd, Creative Writing And Performing Arts

Doctor Of Philosophy - Phd, Humanities/Humanistic Studies