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..
• 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.
• 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.
• 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%.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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%.

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