Mary Mcghee Email and Phone Number

Learning VP responsible for design and facilitation of professional and transformational skills for management and newly hired analysts. Support the Product Learning team during the Product Transformation Operating Model rollout in HR and Technology.• Onboarded with the Product Learning team and was instrumental in assisting and supporting learning functions during the Product Operating Model Transformation. This included working closely with the Silicon Valley Product Group Partners and bringing in-house the Inspired Workshop series and attending the Empowered Workshop delivered by SVPG.• Immediately upon joining the team provided logistic support for the delivery of the Silicon Valley Product Group Inspired Facilitator-led pilot. Created an instructor guide and conducted a Train-the-Trainer for future Line of Business and Corporate HR Trainers for future rollout.• Assisted with getting current HR Training faculty skilled on the Agile Coaching and Stakeholder Management classes in order to bring in-house and realize a cost savings of $57,000 in 2023 alone.• Created and updated training content which will be launched in a new Agile Coaching Toolkit to assist Agility Leads with training and coaching individual teams.• Deliver rotational training through the Corporate Analyst Development Program (CADP) which provides a pipeline of well-rounded future leaders within the organization.• Participated in General Assembly User Experience Design Pilot which increased my knowledge on: User Research, Information Architecture, Sketching & Wireframing, Prototyping & Testing, and Visual Design.

Highly detail-oriented and accomplished training manager in developing training strategies that build strong and effective trainers who in turn produce skilled and qualified Travel Agent Specialists. Responsible for overseeing an 8 month ramp up in order to Migrate the Chase Ultimate Rewards credit card loyalty program to the cxLoyalty industry-leading platform.• Managed the training and onboarding of approximately 2300 new hire employees in 95 classes to prepare for the increase of customer calls when 5 million customer profiles were successfully migrated effective February 2022.• Maintained ongoing cross skill/upskill classes in order to staff the Tier 2 (Help Desk) to meet the call volume demands.• Effectively trained in a virtual setting throughout the migration ramp up in order to maintain safety while enforcing a work from home agreement to ensure security best practices for all card members. Began to transition back to the office in spring 2022 utilizing a hybrid approach for training where ILT was virtual, and agents returned to the site for OJT prior to graduation.• Instrumental in troubleshooting technology issues using the Chase VDI and successfully getting both new hires and existing employees logged back into the tool in order to record time, take compliance courses by due date, and other HR features.

Instructional Designer contracted to assist Customer Service training team with the development of call center associates in upskilling and new hire training. Assist in the rollout of a new customer experience with the upcoming deployment of an innovative front-end website for their direct sales consultants and customers.• Successfully developed a 2½ day cross-training course in a 5-week timeframe for agents who support the vice president level and receive white glove service.• Developed classroom training for new website launch using SAP Hybris technology including Backoffice and ASM plug-in to enhance customer experience with the creation of interactive remote learning including exercises and activities to enhance learning.• Created Knowledge Management articles using Oracle Service Cloud which were imbedded into the training to reduce the need for printing manuals.

Responsible for managing multiple projects simultaneously leading weekly meetings, updating project sponsors and interested parties, and moving towards project completion in a timely manner.

Project Coordinator responsible for day-to-day responsibilities of Connect Program, State Auto's Guidewire software implementation, working with Program Director.

Individual Contributor responsible for meeting the training needs for the IT department.

• Teaching face-to-face and online undergraduate courses in Human Resource Management.• Course Content Developer for newly designed HRM Staff Training and Development course. This six week course was offered both face-to-face and online in the Undergrade HRM program.• Recognized as an Outstanding Adjunct in 2013.

Led a team of 8 OD professionals in designing, developing, and implementing interventions designed to promote growth of leaders from within the organization, improve individual and group-level performance, and incorporate technology solutions to improve employee performance.

• Consult with leaders to develop initiatives to meet the immediate needs of the lines of business. Based on those needs, created customized interventions, which include delivery of kick-off sessions, involvement in leadership conferences, goal awareness opportunities, and group dynamic sessions.• Served as project manager for numerous training initiatives including Program Manager for PartnerCare, an initiative to upgrade our External Sponsors Customer Support tools that support our Online Bill Pay product. Managed a group of trainers on this project and was able to provide on-time deliverables with no training delays.• Researched and deployed alternative virtual learning opportunities in order to deliver training online rather than incur the expense of travel to client locations• Developed needs analysis, project charter documents, job function analysis, and education approach documents for multiple project initiatives• Solid performer in delivering all types of training including technical, soft skills, and leadership training to all audiences within the organization including call center associates through the director level and to external clients• Track leader on a major PeopleSoft implementation for a skills-based routing assessment of over 700+ call center representatives. Co-track leader on the classroom track of the PeopleSoft Implementation responsible for developing system training, facilitator guide development, and managing all aspects of the project including the successful rollout to three call center sites over a three-month period.• Facilitator of team building sessions to intact teams and have followed progress of these teams over the course of a fiscal year. Utilized tools such as the DISC Personality Assessment, Five Dysfunctions of a Team, StrengthsFinder, as well as customized formats.

• Worked for Fortune 100 companies within the Columbus area on proprietary software systems and PeopleSoft Financials documentation.• Conducted Phase 1 analysis, which included recommendations on a training approach for existing and potential new users of a proprietary system through classroom and online learning.• Prepared training documentation including training manuals, PowerPoint presentations, and Quick Reference Guides.

Served as the Project Manager on a customized PeopleSoft Budget implementation. Provided support on a help desk post-implementation. Served as Project Manager, developer, and trainer for a large-scale PeopleSoft Financials project for a major utilities company. Oversaw the development of instructor and participant manuals, computer-based training, Online Help, and job aids. Developed a training schedule for over 800 employees whom were trained in a 4 month period. Developed and delivered training for Accounts Payable, Procurement, and General Ledger systems. Developed internal training courses including Train-the-Trainer and Consulting Skills courses.

Primary focus was for the Commercial Delivery Line of Business. Developed material for multiple commercial systems for classroom content, job aids, and computer-based learning programs for new releases. Maintained and developed ongoing relationships within multiple lines of business. Delivered classroom training for a roll-out of a new loan monitoring system in the Midwest.

Worked as a lead Instructional Designer for Bank One's nationalization project to support the bank's initiative to consolidate local customer call centers and loan servicing centers into national locations.

• Conducted needs analysis on existing Quality Control Tools courses offered at Honda• Presented findings and recommendations to a committee for curriculum updating and realignment• Revised technical content for computer-based training courses• Provided recommendations for Quality Control Leadership course improvements along with suggestions to improve computer-based training program