Joan L. Miller Email & Phone Number

• Conducted leadership development group courses (6 - 15 participants) for cross-functional management and staff audiences. Topics: change management, communications (i.e., DiSC), leadership styles, conflict resolution, handling difficult conversations• Consulted with management to identify training needs and implement relevant training solutions.• Managed organization's formal mentoring program for high potential talent which supported succession planning strategy.• Utilized Learning Management System to enroll staff, create evaluations, record attendance, run reports, measure results and enter courses.• Managed relationships with four external learning & development vendors.

• Managed organization-wide formal Career Development Program. Administered one-on-one counseling sessions, skills/interests assessment and career resources.• Delivered leadership development course on performance expectations for management level employees. • Managed implementation of two curriculum based skill enhancement training programs for entry level and above employees. • Led cross-functional team in planning and coordinating two annual health care career awareness events for employees and the general public. • Implemented on-site literacy program in collaboration with New Castle County Vo-Tech’s Adult Education Program Coordinator.• Developed and facilitated career development workshop which provided employees with tips and techniques on resume writing, interviewing and researching various positions within the organization.

• Delivered systems and skill enhancement training programs to employees across the organization. • Designed and implemented remote interactive eLearning session on utilizing collaborative software.• Secured resources, promoted and co-facilitated supervisory development sessions.• Coordinated and facilitated supervisor panel discussions to provide professional development opportunity which educated employees across the organization about the role of a supervisor.

• Delivered new hire and skill enhancement training.• Managed training needs for Lucent telephone conversion training. • Analyzed training needs and implemented classes for PC skills training.• Facilitated update meetings with internal client.

• Designed, developed, maintained, and delivered training materials.• Supervised new hires in Customer Service transitional unit.• Designed and created new credit card product training manual. • Acted as liaison with management from other departments to address training issues.