• OCM IT Liaison Lead for 5 Training Regions and 10 environments, managing system data and sanity & regression testing, schedule code deployment, and ensure environment readiness. Achieving 99% uptime• Project Lead for Automation Software Project to reduce labor hours by 70% and increase productivity by 300%• Lead Trainer for Call Center Staff and External Partners• Coordinate key deployment activities with Scope Management, Infrastructure and AppDev Teams• Senior Team Member on… Show more • OCM IT Liaison Lead for 5 Training Regions and 10 environments, managing system data and sanity & regression testing, schedule code deployment, and ensure environment readiness. Achieving 99% uptime• Project Lead for Automation Software Project to reduce labor hours by 70% and increase productivity by 300%• Lead Trainer for Call Center Staff and External Partners• Coordinate key deployment activities with Scope Management, Infrastructure and AppDev Teams• Senior Team Member on UAT Team• Report and update OCM team, management, and other stakeholders during daily command center calls, and weekly touch-point meetings• Analyze, design, develop, and test industry-standard training materials in support of ongoing continuing improvement and new releases• Work closely with business analysts and developers to identify, triage, and troubleshoot technical issues within customer and worker portals as well as MicroStrategy Reporting• Design and develop curriculum for integrated eligibility system supporting multiply programs• Conduct post-training assessments, including observations. Assist in establishing best-practices for Level 1, Level 2, and Level 3 assessments• Analyze system support tickets to identify training and support needs Show less

Lead a team of instructional developers and senior analysts responsible for all aspects of training development and implementation for large-scale integration system projects that included BI Tools - Tableau and PowerBI.

Training, Onsite Support and Process-Improvement Consultant for Large-scale Integrated Eligibility Systems in Multi-States

Clients: Georgia Public Schools, Florida Public Schools, Private Schools On-site certified systems consultant responsible for Automated Intellimetric and Linguistic web-based tool implementation at single-site schools and district-wide. Use research-based instructional methodologies, on-line/off-line tools and state-of-the-art implementation strategies to deliver application training to public and private schools' educators, assisting administrators and faculty with an execution plan… Show more Clients: Georgia Public Schools, Florida Public Schools, Private Schools On-site certified systems consultant responsible for Automated Intellimetric and Linguistic web-based tool implementation at single-site schools and district-wide. Use research-based instructional methodologies, on-line/off-line tools and state-of-the-art implementation strategies to deliver application training to public and private schools' educators, assisting administrators and faculty with an execution plan to gain maximum results. Show less

Systems Trainer / Technology Onsite Support Lead, Metro Atlanta Provided instructor-led and virtual training for 10 branches in the Greater Atlanta and Chattanooga Area for approximately 400 financial advisors, sales and support staff and branch management team. Training deployment tied to innovative technology releases and Branches KPIs. Previously responsible for five branches in the Greater Baltimore Area. Present best practices, financial and CRM software enhancements training during… Show more Systems Trainer / Technology Onsite Support Lead, Metro Atlanta Provided instructor-led and virtual training for 10 branches in the Greater Atlanta and Chattanooga Area for approximately 400 financial advisors, sales and support staff and branch management team. Training deployment tied to innovative technology releases and Branches KPIs. Previously responsible for five branches in the Greater Baltimore Area. Present best practices, financial and CRM software enhancements training during financial advisors' sales meetings, support staff meetings and technology training sessions in addition to one-on-one sessions. Partner with Management Team to identify financial advisors’ performance deficiencies and implemented viable short-term and long-term solutions.Complex Technology / Systems Integration Trainer, Nationwide Traveled throughout North America providing instructor-led training and one-on-one software integration training to financial advisors and support staff while leading them through the change management process to embrace a new proprietary financial software system, Microsoft Office Suite and Thomson One. This highly complex implementation was one of the largest financial software integration projects in Wall Street history that followed the merger of two wealth management investment companies. Show less

Clients: Fortune 500 Companies. Industries: Aerospace, Consumer Technology and Automotive Provided customized instructor-led leadership interactive training to frontline employees and mid-managers throughout the State of Georgia including topics DiSC Personality Style Assessment, Engaged Workplace, Coaching in Action, Change Management, Adaptive Leadership and Effective Delegation. Partnered with senior training coordinators and subject matter experts to develop instructor-led guides… Show more Clients: Fortune 500 Companies. Industries: Aerospace, Consumer Technology and Automotive Provided customized instructor-led leadership interactive training to frontline employees and mid-managers throughout the State of Georgia including topics DiSC Personality Style Assessment, Engaged Workplace, Coaching in Action, Change Management, Adaptive Leadership and Effective Delegation. Partnered with senior training coordinators and subject matter experts to develop instructor-led guides and participant materials for new hire and manufacturing instructor-led training classes. Show less

Clients: Long Term Care Partners, LLC (BENEFEDS), a contract vendor of the U.S. Office of Personnel Management / Verizon Wireless / ProflowersSenior Trainer / SME (Seasonal Contractor_5 years)SME and Senior Trainer, consistently exceeded certification rates and average class scores. Mentor and coached new contract trainers. Assisted client with curriculum planning and pre- and post- instructional design. Created the 90+% Club. Resulted in 95% certification rate, consistently… Show more Clients: Long Term Care Partners, LLC (BENEFEDS), a contract vendor of the U.S. Office of Personnel Management / Verizon Wireless / ProflowersSenior Trainer / SME (Seasonal Contractor_5 years)SME and Senior Trainer, consistently exceeded certification rates and average class scores. Mentor and coached new contract trainers. Assisted client with curriculum planning and pre- and post- instructional design. Created the 90+% Club. Resulted in 95% certification rate, consistently exceeded certification rates and average class scores. Frequently called on by Client for advice and feedback for process and curriculum improvement.Training Project Manager (Seasonal Contractor _6 Months)Trained and managed a contracted staff of 45 trainers and training assistants for Long Term Care Partners/Benefeds. Enhanced FEDVIP curriculum through instructional design by partnering with client and providing content feedback throughout the project and post-project. Resulted in 97% certification rate and a total of 1500 certified customer care consultants, supervisors and QA leads. Responsible for $1.8M payroll budget.Verizon Trainer (Contractor_1 year)Delivered several 2 ½ months classes for Verizon Wireless Customer Service Agents and Tier 1 Tech Support. Provided instructor-led technical and soft-skills certification training for 600 call center agents and team leads/supervisors. Show less

Clients: Private Schools and State of Georgia Public SchoolsPrimarily responsible for providing training and consulting services to educators throughout the State of Georgia. Delivered training sessions and provided implementation services to both public and private schools throughout the states of Georgia, Florida and South Carolina. Trained over 10,000 teachers and school administrators to ensure immediate use and proficiency of an extraordinary software application.

Client: Private and Public Schools On-site application trainer and implementation specialist for Destiny Library Manager and Textbook Manager web-based software. Delivered on-site training in Saudi Arabia and throughout North America to media specialists, librarians, textbook coordinators and district administrators.

Clients: State Farm, CSX and Carlson Hotel GroupDelivered full-day classes to more than 1,000 business professionals throughout the Northwest, Midwest and Hawaii. Facilitated organizational assessments with varying levels involving both written and focus group discussions.

Trained and facilitated over 60 sessions related to human relations with a primary focus on leadership, communication and interpersonal skills. Provided direct coaching and feedback to each class participant to maximize effectiveness and to achieve corporate sponsors return on human capital investment.

Responsible for overseeing Delta's consolidated short-term multi-billion cash forecast, providing timely and accurate written and oral reports to the CFO, Treasurer, Chief Economist, Directors, and Managers. Acted as senior advisor to Treasury Accounting while providing SAP Treasury training to personnel in Amsterdam. Worked closely with Giuliani Capital Advisors (formerly Ernst & Young) to redesign cash forecast and provided SAP Treasury training to personnel in Amsterdam.

Responsible for the accounting and monthly reconciliation for approximately 130 treasury-related general ledger accounts including all debt-related accounts totaling approximately $12.5 billion. Helped facilitate legal and accounting treatment of 10 subsidiaries in accordance to corporate governance. Provided guidance to various external departments including International Shared Service Centers, Tech Support, and Property Accounting.

Responsible for hiring and proper training and cross-training for all hourly positions for high-volume operation. Partnered with the rest of the leadership team to ensure the restaurant operates in a way that creates a superior guest and employee experience while growing sales and increasing profitability. As Sales Manager, ensured proper staffing levels were in place to deliver on the guest and team member experience.