Lisa La Forest, Metl Email & Phone Number

Troy, Michigan, Us

Primary owner of training product development, delivery and quality. Responsible for the guidance of all team member activities through the product development process and deployment stage. Provides direction, feedback and coaching to each team member and coordinates with other co-creator departments to assure that the appropriate resources are available to meet all product deliverables timelines. Effectively manages the production of work product through a detailed understanding of the project timeline for each product assigned within the team and establishes all workflows to meet Client needs. • Fosters AGILE product development procedures to assure consistency of process and process application between QA editors, GAs, and Programmers. • Effectively managers and delegates across development team to ensure workload and work guidelines are followed per Client and internal standards.Successfully manages all quality assurance activities related to product development, which includes: • Working with the development team to assess the accuracy of the work done. • Review and approval of each iteration of the product through the Client review process.• Review of all comments received from Client to determine the appropriate actions needed and document per QA standards.• Track all QA and SLA scores and coach or train development team as needed.• Successfully works across the Training Team leadership to develop, revise, and refine all work processes for maximum efficiency and quality.Effectively meets all Client expectations through:• Routinely communicating quality and SLA metrics to Client • Ability to identify any additional Client needs or expectations and meet or exceeds those needs routinely. • Collaborates creatively with Clients to provide unique solutions to complex situations.• Regularly meets with Client to all Client needs are met and team is meeting or exceeding quality expectations.

Southfield, Mi, Us

Manage organizational efficiencies as a strategic partner to executive leadership within a global technology company.Provide expertise in implementing succession management strategies.Serve as a representative to generate talent pipelines.Provide strategic direction and development for organizational human capital in leadership and workforce positions.Direct organizational projects to assist in overall strategic planning.Provide expertise in succession management, performance management, employee/leadership development and talent acquisition programs.Introduced the company to Predictive Index (PI) as a tool for communication improvements and a platform around succession management.Instituted PI for hiring and coaching, resulting in 35 analysts using the tool for job placement and recruiting.Defined three levels of management within the ITO structure.Structured an assessment to benchmark talent levels within leadership roles and validate job descriptions, resulting in the hiring of more qualified individuals and retaining top talent.Created and introduced a customized sales training program, including a tool from rehearsal.com for recording during presentations and improving sales outcomes. / Currently serve on the company’s board.Designed a competency structure, creating the entire library with Stefanini University and selecting 500 courses to meet leadership needs.Projected managerial competencies five years into the future, enabling the company to offer 44 of the most technical certifications available for the first time with curriculum targeting competency structures for leaders.

Fort Wayne, In, Us

Managed 900+ training programs and functions for the training consulting contract company.Worked directly with a key government client.Planned, coordinated and administered all products and projects for the client.Developed solutions for challenging situations during product development and operational hiring/training and practices.Achieved client success, resulting in quick advancement in the company.Led and provided oversight of 508 compliance adaptation/sustainment.Analyzed call center and assessment data to identify training needs.Delivered cross-functional collaboration with SMEs, instructional designers, editors, the LMS team and technical developers.Provided professional development for 6 training team leads, 35+ instructional designers, 4 developers and 4 editors.Oversaw product deliverables for quality and sustainment of contractual agreements.Worked with deputy managers to ensure efficient internal communications.Launched and implemented the full client and organizational charter for all UI tool updates and redesigns utilized by 3000+ customer service representatives.Provided high-quality web-based training modules to transfer learning to all CSRs with the client notating it was the smoothest release ever experienced.

Indianapolis, In, Us

Managed training requirements for the organization.Placed a strong focus on unique demands of retail banking.Identified strategic and tactical training needs.Sourced external instructional resources and developed customized content.Delivered/facilitated training programs.Assessed ongoing training needs.Sustained regulatory compliance across all business lines.Developed, managed and facilitated leadership workshops and new UI (Navigator and Director) within short timelines and with limited resources.Independently facilitated training for competency based interviewing.Planned, created and implemented a training curriculum for retail banking utilizing adult learning theory and the ADDIE model incorporating user manuals, facilitation guides, job aides, hands-on work activities, on-the-job training certified trainers and mentors, and various technology tools/presentations.

Jersey City, Nj, Us

Responsible for all training programs focused on brand integrity and development. Identified strategic and tactical training needs for each retail opening which included, sourcing external products, developing custom training, sustaining brand integrity, while delivering and facilitating training programs. Created comprehensive training program for retail branded environment and unbranded environments. Training materials included user manuals, facilitation guides, job aides, and hands-on work/activities.Developed branded beverage manual that included instructional images. Created and maintained marketing programs for branded retail environment that included newsletters, POS signage, recipe development, and other promotional items.Responsible for grand openings in all capacities.

Carmel, In, Us

Oversaw daily operations involving telephone/reception areas, advertising and marketing, staffing/personnel, compliance to state licensing/MIBOR regulations, agent/client satisfaction and policy and procedure creation, and implementation. Implementation of Computerized Programs: Analyzed data base systems for relocation and call desk personnel that resulted in technical changes. Implemented and designed instructional manual and training materials for an Internet based call desk program; Implementation consisted of training all staff personnel, agents, and executive staff members. Cost Containment: Reduced supply cost by over $38,000 a year by increasing efficiency through cost-effective purchasing and streamlined overhead, inventory, and waste controls. Additionally, reduced cost through vender bidding and contracts. Established standardized ordering system inclusive to ordering guide with standardized par system to sustain product needs and leverage expenses. Increased Financial Performance: Standardized agent billing and reconciliation processes. Increased the number of buyer closing in Relocation Department by more than 50% through establishing strong client relations and increased sphere of contacts.

Directed all training programs and employee development. Responsible for implementing all corporate initiatives. Monitored and developed performance of 3 staff trainers and provided training for all management personnel. Training Program Design: Wrote comprehensive training program for new technology introduced to all employees. Program consisted of employee booklet, facilitators guide, and lease-line instruction booklet for managers and a computer training presentation on Power Point.

Oversaw, developed, and devised training and development programs for six airports and four travel plazas consisting of 1,750 hourly personnel, 131 managers, 7 general managers, and 1 vice president of operations. Additional duties included serving as a liaison between the corporation headquarters (Host Marriott) and the vice president of operations. Primary role was to analyze systems through data collection, evaluation, provide feedback to corporate offices, and implementation of all corporate initiatives/programs. Furthermore, established and organized long-range planning in order to meet yearly business objectives, and evaluated financial performance with all general managers and the vice president of operations. Coordinated and implemented all training programs for all position levels.Coordination of Airport Acquisition: Independently devised a comprehensive plan in order to facilitate smooth transition of operation following the company’s acquisition of a new account in Montreal, Canada. Plan consisted of schedules for acquisition, all associate activities, including procedures for handling old products, cleanup initiatives, and instructions for obtaining products, operating standards, training guidelines, and individual daily task assignments. Performed troubleshooting and personally oversaw the opening and closing of operations. As a result, the opening process was completely smooth and successful. Implementation of Computerized Programs: Created and instituted standardized, computerized operational systems and quality assurance monitors for CD-ROM training in Serv-safe, and first branded concept (Jose Cuervo), sales/service, and barcode. Development of Training Initiatives: Implemented a core skills program for Detroit airport personnel, which prepared associates for all general operational guidelines and company policies. Developed a cluster-based orientation program, and implemented all store mangers training program.

Within this contract management role sustained client relationships while overseeing operations involving menu development, sales/marketing strategies, policy/procedure creation and implementation. Increased efficiency through cost–effective purchasing and streamlined overhead, inventory, and waste controls. Managed client relations, generated monthly cost/inventory reports, and prepared budget formulations and variance analysis. Directed the clinical dietitian staff, and developed surveys. Established quality controls to ensure compliance with state, federal, and corporate specifications standards. Additionally, coordinated openings and acquisitions.Senior Living Facilities Improvements: Rescued a 500-bed nursing home from closure by implementing actions plans and team building activities for all hourly and management employees. Created total quality management program for a 250-bed nursing home, which included an in-room dining option that increased dining room participation by more than 25% in the Port Haven Manor retirement community.Computerization of Systems and Functions: Created computerized charging system for catered functions. First to computerize daily/ weekly production systems and menu. First to implement and fully utilize a company computer program, which maximized food service efficiencies. Consequently, was assigned to other HDS accounts to implement this program.Oakland General Hospital: Madison Heights, MI. 1984 to 1990 under HDS Management performed all hourly functions within the kitchen, including food preparation, and evaluated nutritional requirement for patients.

M.S, Effective Teaching And Leadership; Educational Technology & Adult Learning

B.S, Social Science, English, Education

Master'S Degree, Education

Associate Of Arts And Sciences (Aas) & Associate Of Business