Morgan Joseph Email & Phone Number

Plantation, Florida, United States

• Leader of NA Supply Chain Learning & Development team consisting of 50+ training leaders and facilitators responsible for execution of end-to-end training strategy for 6,000+ Fulfillment and Delivery employee network. Responsible for 3-year vision for learning delivery and execution strategy for 50+ global sites ensuring exceptional internal & external customer service• Collaborate extensively with large internal stakeholder group to integrate critical business and talent needs into learning delivery. Accountable for partnering with Talent Management & Recruiting to open up new talent pools for hire to train and flex workforce program and deploy I-9 technology to all US locations• Responsible for program strategy and execution plan for new hire onboarding. Team onboarded 10k+ employees providing 88% new hire NPS and achieved 97% completion of team goals while remaining agile to emerging business needs • Accountable and delivered the 12-month learning technology transformation implementation plan. Owned the implementation and adoption of Axonify, a new learning management system

• Built a remote team of 20+ managers and facilitators responsible for deploying programs for new hire onboarding, leadership development, career development, and new process and tech implementation. Achieved 100% Manager eNPS over 4 quarters• Accountable for global new hire experience. Partnered cross functionally with Recruiting, Safety and Training Design to create plan for influx virtual onboarding during COVID-19. Strategized and facilitated the transition of virtual new hire onboarding back to onsite orientation for 50+ locations and increased new hire NPS by 20%• Scoped field roles and defined success measures to analyze team effectiveness. Increased core training completion across global network by 30%. Identified a need and built business case for Training Coordinator role increasing training’s shift presence in 16 locations by 50% • Led team through large scale deployments including new warehouse management system and transportation management system impacting 1,000+ team members

• Led a cross functional team to develop, deploy, and measure a Training Ambassador Program growing the program to over 400 associates in 50+ locations to open capacity without increasing learning headcount. Resulted in ~20% promotion rate for selected associates• Facilitated team expansion into Fulfillment organization by scoping roles and designing organization structure • Developed change management plan and communication strategy to implement 10+ standard operating procedures to 30+ home delivery locations• Designed structure and facilitated 4-week onboarding program for field leadership using a variety of training methods (e.g., subject matter experts, discussion-based, train-the-trainer) to ensure job effectiveness

Pompano Beach, Florida

• Implemented training strategy for new delivery site launches tailored to key functions (leadership, warehouse, customer service, delivery teams), opened 35 delivery locations within 3 years• Provided strategic recommendations to improve workplace operations and culture including hiring needs, role definition, improving facilities, and communication best practices

Palm Beach,Florida

• Lead a team of 105 team members and 5 leaders in Bell Services and Valet operations at a five diamond, 538-rooms luxury resort• Responsible for the management of traffic flow, parking strategy, luggage handling, guest room deliveries, department administration and team member training while ensuring customer satisfaction and maintaining a safe work environment• Develop and facilitate biannual training series for entire team targeted to drive exceptional customer service, operational efficiencies, and safety• Inspect and evaluate individual team members on quality standards utilizing HotSOS; analyze results and metrics to generate training and performance action plans for the Assistant Management team to execute with line level staff• Generate productivity reports to conduct analysis of departmental and team efficiency • Created safety-based incentive program to promote a culture of departmental safety and proper luggage handing; improve incident rate by 25%.• Create and maintain monthly budgets and weekly schedules utilizing Microsoft Office and Heath & Company• Attend career fairs to recruit team members and conduct interviews

West Palm Beach, Florida Area

• Played an integral part of developing standard operating procedures for newly merged departments• Design, streamline and implement guest relations service standards to achieve a personalized and memorable guest experience• Identify and resolve guest issues in a professional and courteous manner to ensure an exceptional guest experience aligned with business goals• Continuously coach a team of 40 team members in operations of Front Desk, Concierge, and Concierge Call Center using Dale Carnegie Leadership principles

West Palm Beach, Florida Area

• Coached and mentored a team of 80-105 team members in daily operations of Guest Services and Valet while providing exceptional guest service. • Implemented a new training and development program.• Assisted with implementation of HotSOS in bell services to improve department efficiency and increase porter productivity • Presented a renovation strategy of the luggage vestibule and valet cashier for a more productive guest room delivery and car retrieval experience• Developed a Welcome Gate attendant position in an effort to streamline a more personalized guest arrival experience and improve communication between various areas of the operation

West Palm Beach, Florida Area

• As an inaugural team member of a new department, I assisted with the creation of standard operating procedures and service standards of a guest services call center• Created a comprehensive training program and manual consisting of both customer service standards and hotel software systems• Facilitated initial training for new team members as well as continuous training initiatives for the department• Oversaw Vacation Planner, the hotel’s e-concierge system

Orlando, Florida Area

• Increased awareness of the Disney College Program to students and faculty at Purdue University via marketing media• Assembled a comprehensive marketing plan and implemented the marketing strategy• Partnered with WDW Recruiting to lead quarterly presentations to 30-100 students

Lafayette, Indiana Area

• Supervised a team of 10 in a dynamic and sales-oriented retail environment• Facilitated orientation and training program for new brand representatives• Coached and motivated brand representatives to obtain sales goals