Miles D. F. Email & Phone Number

CROZER HEALTH: LEARNING AND ORGANIZATIONAL DEVELOPMENT CONSULTANT – Partner with Human Resources to structure gaps in learning opportunities across the healthcare system. Support and recommend the learning and development strategy for all clinical and non-clinical employees. Facilitate the development and implementation of learning opportunities and the creation of training resources. CITI GROUP: SENIOR PROJECT MANAGER – Partner with the Global Loans Team to support the development of New Hire Training materials. Provide complete instructional design skills to enhance learning resources and courseware. Collaborate with North American Training Team to support training projects.

Aston, Pa, Us

Responsible for developing the capabilities and careers of credit union employees and provides support to the growth of the organization. Leads the department in developing and delivering appropriate curriculum, resource materials, and other learning and development programs to prepare individuals, leaders, work groups and the organization for success. Creates a learning culture for the organization that encourages continuous learning, feeds into career development, provides recognition for learning and links to competencies and performance. As the Director of L&D I am responsible for the department providing innovative, new and forward thinking learning strategies that are aligned with Sun East’s strategic plan and business goals and that enable employees to provide outstanding service.

COMCAST: LEARNING AND DEVELOPMENT PROGRAM MANAGER (Artech Corporation) Collaborated with Technology and Comcast University to develop a companywide learning platform for the organization’s Cyber Security Awareness Program. Significant project management role managing vendors, timeline deliverables, and content development. Project consultant recommending training program delivery strategy to meet the needs of technology audiencesUNISYS: LEARNING AND DEVELOPMENT CONSULTANT (Technosoft Corporation): Collaborated with global business leaders to design companywide training programs supporting Application Services. Implemented a rapid content development process to streamline e-learning course development for a global instructional design team. Led the implementation of an online curation platform establishing a resource of specialized learning paths Unisys University.NHS BEHAVIORAL SERVICES: (ALLIANCE SOLUTIONS) - Designed Strategic Planning process working with senior staff, and facilitated full-staff retreat on developing goals and objectives. Worked closely with cross-functional and internal planning team to develop content and goals for leadership and functional area training. Redesigned and enhanced training curriculum to include blended learning solutions such as training videos and user guides.

Atlanta, Georgia, Us

Provided strong organizational leadership in the development of corporate training strategies for a cloud based, unified communication organization. Designed and establish the organizations approach and service delivery for companywide product training. Develop new policies, and built a motivated team to deliver effective globalized training solutions.Designed a new self-pace learning platform “Momentum University” that; expanded the organization’s resource capacity to engage larger customers; centralized training resources for employees; and improved the organization’s value proposition for sales.Structured the organization’s training department by hiring corporate trainers, implemented industry standard training materials, establishing a training management plan and a business process that defines how the unit provides training services to customers and employees.Led a team of Corporate Trainers in the achievement of yearly objectives that focused on personal and team goals.Partnered with key business units such as Product and Sales to conduct needs analysis, cross reference training materials, and improve the training team’s presentations.

Training Administrator for the State of Delaware’s Child Support Agency leading the development of state wide training programs focusing on job readiness skills. Organized evaluation teams to ensure that the development of training programs met industry standards for project management and instructional design quality.Created project plans to implement training programs outling areas such as business purpose, logistics, scope, budget requirements, and success measures.Analyzed request for proposals/training contracts to ensure that the deliverables from training vendors were in compliance with the State’s expectations.Led the evaluation process for the State to ensure that the training vendor managed projects and developed training products using standardized methodologies. Provided leadership and direction as the State’s Training Advisory Board as the Chairmen to a team of cross-functional subject matter experts and business leaders.Created partnerships with business leaders to analyze organizational performance deficiencies and created strategies to ensure the development of training programs.Analyzed new business processes and policies for the Organizational Change Unit and determined the appropriate learning interventions

Us

Developed and facilitated company wide training programs for employees of a leading contract security organization that won the Top 125 Training Award for four consecutive years.Created a mentoring program for middle management employees to encourage employee development and address career path opportunities within the organization.Redesigned instructor led training programs by creating self paced modules that ultimately provided a financial benefit and better utilization of company resources. Demonstrated strong management skills as a lead Training Specialist during a multi-million dollar corporate acquisition that involved managing a virtual training team, and transitioning an organization with approximately 8,000 employees into a new business model. Customized and facilitated training programs to address knowledge gaps as a result of corporate mergers to ensure proficient use of the operations management system. Primary resource in the organization to handle daily inquiries and trouble-shoot problems for employees associated with the business management system.Managed all training requirements including facilitating and scheduling classes to address new hire start up needs.Partnered with leadership team to develop department specific training modules utilizing a blend of instructional design methods and organizational best practices. Facilitated and maintained the corporate training program for the company wide CRM data base (Salesforce.com) for all operation's personnel.

Us

Facilitated and scheduled all of the classes in the new hire training curriculum to prepare employees to meet established business goals for each department as well as policies and procedures for the company (Employee Handbook, Sexual Harassment) Prepared short and long-term training schedules utilizing a database for scheduling and tracking progress of participants to ensure that the learning objectives are being met while checking for compliance and completion of all requirements for assigned personnelDeveloped and facilitated compliance training modules to meet state regulations and business requirements so that the company could operate the business within the guidelines of the law (FDCPA, FCRA, Gramm-Leach-Bliley Act, RESPA, TIL act)Facilitated monthly leadership training programs to develop interpersonal and management skills to increase performance and effectiveness of the management team. (Target and Selection Interviewing skills, Monthly Brown Bag)

Played key roles on a business development team, as a trainer and supervisor, in the start up activities to create a customer contact center with a strategic business plan of utilizing the welfare to work population.Created and facilitated a two week customer service training program for third party call center representatives, partnering with AMEX, Verizon, and the Philadelphia Parking Authority.Developed client specific training programs while partnering with consultants to produce training materials that would address participant's skill level and meet performance metrics.Managed a team of customer service representatives by providing day-to-day guidance, periodic performance assessments, distributing daily assignments, motivating performance, and conducting yearly performance evaluations.

Provided leadership and guidance for a training team of six professionals that was responsible for conducting new hire training and quality assurance for call center representatives.Developed the telemarketing sales team through training, coaching and feedback to create one of the most successful call centers in the organization. Managed and supported a training team for a multi-site telemarketing company that offered a variety of products and services via inbound and outbound telemarketing calls.Deliver monthly telemarketing training that included monitoring and tracking employee's success, providing ongoing feedback, employee to management transitions, and terminations when appropriate.Provided weekly feedback and updates by participating in departmental conference calls and team meetings that focused on reporting sales goals and employee

Us

Trained telemarketing representatives on various products and services to meet sales goals and quality standards.Partnered with licensed insurance representatives and the quality assurance team to ensure that the telemarketing reps were in compliance with state and business rules and regulations.Conduct sales calls to meet quotas for the call center and used it as a way to stay engage with customer activity and the sales techniques used.

Executive Mba, Business, Finance, Marketing, And Leadership Development

Organizational Dynamics

Bachelors Of Science, Business