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A nonprofit whose name indicates “I am more than what you see or assume I am”, my goal is to drive awareness, action, as well as serve as a platform for those voices that have been ignored or not yet found. I provide a safe space for people to find their voices, heal and an opportunity to share their stories of courage to the world. My goal is also to network with other like orgs created to make a difference and advance the #diversityequityunclusion movement.The building phase of the organization will start in 2021 and am interested in building a strong network. If you are interested in being a part of that network, don't hesitate to reach out to at michellel@pearlontime.com and put "Interested in the IAMORE network".

Focused on developing a High Impact Learning Organization & advocating for diversity, equity, inclusion, & belonging through all programs I established and program managed. Roles during my 14 year tenure:> Senior Director, Learning & Development [6 yrs 3 mos]> Director, Ops Shared Services - Training Design/Delivery/QA/KB [4 yrs 8 mos]> Senior Manager, Customer Care [2 yrs] > Manager, Customer Care [6 mos] > Manager, Programs, Documentation & Process Improvement [7 mos]

Trained, led, and coached contract configuration specialists, instructional designers, technical writers and content management specialists. Developed online Customer learning program eliminating waste and saved organization thousands of dollars annually in company and customer travel and retraining. Partnered with Marketing Director decreasing marketing publications by thousands of dollars annually designing and printing copy for product shipments in-house and eventually uploading to the knowledge base for digital access. Significantly reduced error in Configuration Management System tracking for organization's engineering specifications by creating standard operating procedures, establishing peer reviews, and routine audits among the specialists. Designed FCC specification manuals to satisfy FCC regulations. Partnered with engineers developing business and system requirements for new and iterated engineering projects.

Trained, led, and coached remote teams of 70+ User Support Specialists located in the 66 branches across the U.S. Reduced costs, improved efficiencies, decreased handle time and calls to corporate by 80% by developing standard operating procedures, an online support manual with search capabilities and funneling Tier II calls to the User Support Office. Instituted Customer satisfaction measures utilizing feedback to support continuous education for the User Support Specialists. Received repeated accolades at the Annual Global Senior Executive Summits for finding new ways to eliminate waste, travel expenses and headcount saving the thousands of dollars annually and decreasing ramp up time of new branches by 75%.

Reduced ramp up time of operators post training by partnering with SMEs (Subject Matter Experts) developing CBT (computer-based training) and online support tools to replace traditional classroom training.Collaborated with engineers to redesign technical manuals to improve usability. Supported change management efforts for technical rollouts. Created training content, systems manuals, business and systems requirements, other technical content, and customer-facing materials. Supported testing and implementation processes for new and iterated systems and tools. Trained new writers, analysts, and designers.

Responsible for multi-million-dollar portfolio of Other Real Estate Owned (Construction and Commercial loans in or nearing default - First time in history of Division this portfolio had the highest number of clients out of default status).Trained, led, and coached team of ~30 Managers, Assistant Managers and Unit Representatives and maintained the highest employee engagement scores across the department. Implemented ways to improve operations, increase efficiency of loan documentation processing, decreasing 20 forms down to two (2). Identified redundancies, increased efficiencies by over 80% within a few short weeks. Reduced processing time and error rate while successfully converted problem loans during the BofA/SecPac merger 60 days prior to expected deadline by devising a process that emulated systemized conversion of non-problem loans.Responsible for all phases of project management for special projects, training and quality assurance decreasing cost and decreasing ramp up time post training. Roles throughout my tenure: Utility Specialist, Unit Representative, Trainer, Unit Manager, to Sr. Ops. Manager

Decreased document development cycle time delivering documented processes, product specifications and manuals, testing guidelines and scripts by integrating tech writers and designer in the initial stages and throughout the process and increasing efficiencies in template utilization.Assisted with documenting test results, and other related collateral needed throughout the product development lifecycle through launch. Trained and coached new writers and designers.