Leading the talent function of the Sales and Service contact center. Communication, Training, Knowledge Management, Quality Assurance, and Staffing.

Manages a team of designers and facilitators to make learning content that focuses on “where the agent meets the customer” and “where the leaders meets the employee”.

Independent contractor focused enabling leaders to talk about Diversity, Equity, and Inclusion with their teams.

Program manager for enterprise-wide learning and development initiatives. Responsible for leading project-based teams through assessment, design, implementation, and measurement. Responsible for stakeholder management and project management to deliver on company strategies. • Created the learning strategy for an enterprise-wide customer obsession initiative resulting in greater awareness and understanding of individual impacts on the customer experience. Reviews by leaders of the training were particularly positive, highlighting the creation of a virtual facilitator to assist in the delivery of the learning.• Created the learning strategy for the roll-out of an international employee engagement survey including leader responsibilities, coaching, and measurement.• Worked as a trusted performance consultant supporting corporate, all enterprise, retail, and health initiatives.

Single point of contact for corporate-based projects. Tasked with managing a portfolio of projects and responsible for assessment, design, delivery, and measurement. Responsible for facilitating a library of classes including project management, process improvement, new hire orientation, design thinking, and diversity and inclusion initiatives. • Created a leader-led, peer-supported, on-demand new hire training program for Merchant Analysts resulting in an over 50% increase in training efficiency.• Introduced new video software that was adopted across the training organization enabling designers to create high-impact training videos to support an on-demand learning culture.• Highly rated facilitator for leadership development, project management, design thinking, and Improve: An exploration of the Guiding Behaviors. Called out specifically by the CHRO for facilitation skills.• Anticipated the need and led the change of a Human-Centered Design approach for the corporate training team resulting in more effective consulting and increased engagement from the corporate audience.

Responsible for the creation and delivery of the company-wide learning strategy. Worked with leaders to develop their teams and deliver on company goals.• Created and implemented a robust people strategy for 2016-2017. • Led a project team to assess, design, and develop innovative sales training and development e-learning curricula resulting in a 12% sales acquisition for Q1 2016. • Implemented a training and development sales strategy emphasizing emotional intelligence in customer interactions resulting in a 58% increase in sales revenue.• Installed a Learning Management System to re-allocate administrative processes to business unit managers reducing budget spend by 21% and increasing store-level production by 17%.• Conducted a needs analysis and designed/developed/implemented a comprehensive learning suite through a blended approach resulting in a turnover reduction of 36%+ in Q4 2016.• Facilitated leadership development training for a national organization and introduced a learning and development strategy for 2017 resulting in 97% approval rating from leadership.

Managed one of the top-performing stores in the Mall of America. Responsible for all store operations including hiring, firing, merchandising, ordering, and development.• Created an operational and people strategy for 2014-2015. • Mentored peer leaders in operations and people development resulting in a 17% reduction in turnover and a 32% increase in critical KPIs for the entire region.• Manager of the Year: Mid-West, Marbles: The Brain Store, Chicago, IL• Lead project team to assess, design, and develop innovative sales training and development e-learning curricula resulting in 112% sales acquisition for Q1 2016.

Tasked with creating the training strategy for the company including assessment, design, and delivery. • Conducted the initial needs analysis for the company-wide training program. • Developed a product training program that resulted in a higher employee knowledge base, 30% higher employee retention, a 25% increase in sales revenue, and a 10% decrease in labor costs.• Facilitated training with management teams and staff across seven Minnesota locations.

Oversaw five locations and directly responsible for leading the top performing store in the company. Responsible for merchandising, buying, training, and design of the company people strategy.• Oversaw the company’s highest-volume location with an increase of 26% in sales over three years in addition to six other Minnesota-based stores.• Led the development of core values, culture, and climate of the company.• Senior merchant responsible for being in some of the company’s top-selling products.

Responsible for all external education initiatives. Responsibilities included curriculum creation, hiring, training, consulting, and occasion delivery of educational programs.• Oversaw program development and created original class curriculum.• Coordinated with a wide variety of arts, state, and community organizations as well as worked directly with students in grades K-12 resulting in a 40% increase in programming revenue.• Highly regarded teacher and educational partner.