Business leader, accountable for strategic planning, implementation, and facilitation of all training and educational aspects of HealthEquity team members. Responsibilities include needs analysis, program delivery, program evaluation, and administration. I work across all business units to identify facilitation opportunities needed to support overall company objectives. Conduct ongoing assessment of business needs and identify the appropriate engagements to ensure a sound understanding of job specific and general competencies. Liaison and collaborator with all levels of leadership within the business. Project Manager and more, maximizing team member effectiveness and reinforcing critical skills for success.

• Responsible for supporting a team that owns new training and development programs, across multiple locations. • Deliver and improve training programs in support of the organizations’ goals in individual and group training sessions.• Conduct training needs analysis to ensure that the design and experience of corporate training programs are supported.• Assist in the development, management and implementation of policy, plans, standards, and procedures for the management and direction through facilitation grounded on evidence-based learning.• Provide leadership, mentorship, and develop applicable training and overall guidance for a team of trainers. • Facilitates leader development sessions such as Manager Essentials and RISE (Reach, Inspire, Serve and Empower) • Situational Leadership Certified 5/2018

Currently leads and motivates a self-driven team of trainers who consistently meet or surpass company objectives. We support inbound/outbound voice and chat programs in several verticals. • Responsible for Learning and Leadership Development department success in meeting key metrics and quality requirements.• Managed, launched and delivered training for a call center of 800 service and delivery agents• Provide coaching and development opportunities to Trainers and Training Supervisors while incorporating motivational feedback.• Leader of Advance! Program designed to build a bench of the next sales leaders within the organization. • Through international training and consulting practices, I personally aided in increased metrics of 80-145% on average.• Support compliance and consultation of TeleTech’s internal policies and procedures as well as client requirements on training processes.

Facilitation of new hire and progressive training within multiple client programs, tailoring training material, and curriculum for each audience. Manage IT support in coordination with managers and Human Capital department to ensure a high success rate throughout agents’ training duration. While Maintaining a favorable working relationship with all company employees, foster and promote a cooperative and harmonious working climate, aimed at maximizing employee morale, productivity, and efficiency. Traveled internationally to help launch new client programs.

Supervised performance of approximately 15 employees, completed new hire paperwork, and implemented training courses for new recruits. Conducted phone consultations with home owners interested in refinancing their existing mortgage, opening a home equity line of credit, purchasing a new home or paying off debt. Created individual consumer reports that calculated mortgage payments, rates, and loan-to-value ratio.