Michael Tristan Email & Phone Number

Los Angeles, CA, US

San Francisco, California, US

• Matured the Enablement function; grew the team to 37. In addition to providing consistent role-specific onboarding and ongoing training, the team:
• Incorporated certifications into Onboarding (Pitch, Disco, Value, Demo)
• Launched Enablement for Public Sector, Strategic Enterprise, Mexico, Cards
• Rolled out MEDDICC Qualification Methodology, added to SFDC.
• Implemented Lessonly and Demostack.
• Launched video enablement, Sales Leader Bootcamps

San Francisco, California, US

• Interim Customer Support training lead; expanded Enablement to include Knowledge Management
• Initiated annual Revenue Kickoff in 2021 ╰ Managed budget, external speakers, video, branding, engagement platforms, etc. to inspire, ╰ align and educate each year. Based on success, expanded company-wide in 2023.
• Supported Motive’s expansion beyond Trucking and its initial transition into Enterprise.
• Led company-wide certification as part of Company rebrand, Narrative certification for sellers
• Team deepened its segment-specific skill support (e.g. Exec Outreach, multi-threading, MAPs)
• Governance improvements: Planning, prioritization, metric dashboards, business reviews, etc.

San Francisco, California, US

• Grew Enablement team to 15 globally, initiating Business Partner function
• Built Outbound Playbook, supported offshore outbound scaling (400 sellers in 1 quarter)
• Transitioned Onboarding across geographies to remote and Managed Pandemic seller response
• Led CPQ, Telephony System, Salesloft, SFDC Lightning and other key system transitions
• Built robust, multi-certification for 400 offshore sellers (systems, pitch, processes)
• Created and managed global Methodology rollout virtually (during Pandemic)

San Francisco, California, US

• Interim CS leadership for SMB segment; hired 3-person, global CS Enablement team
• Implemented Continu LMS; Performed Analysis to affirm Outbound Offshore Motion
• Introduced new formats (Unboxing Videos, Certifications, Pitch Contests, etc)
• Created Product Launch Checklist, trained all Product releases (1-2 Tier 1 releases per Q)
• Documented SOPs, identified customer journey gaps and implemented solutions
• Launched Newsletter to get updates, changes and intel to the field ╰ 300+ sent, open rates consistently 7-8% above industry average

San Francisco, CA, US

• Learning Program Implementation and Management, Project Management - Scoping, Designing, Implementing and Managing ILT instructor-led training, video (storyboard/scripting through editing/production) and interactive.
• Enterprise-wide Legal Training: Privacy & HIPAA - Audience: 7600+ NPS = 77
• Launched/managed Compliance Community Associate Program - 13 Markets, NPS = 97 ╰ Improved processes, created custom decks, resources and guides for each market ╰ Facilitated ILT & built Compliance Community Associate.
• Lead Uplyft Unidos - Lyft's Latinx & Hispanic Employee Resource Group

San Francisco, CA, US

• Designing Videos & eLearning, Implementing & Optimizing LMS, Measuring Learning Program Success
• Background Check Video & Module - Audience: 2,600+ NPS = 73
• Data Privacy Video + eLearning - Audience: 3500+ NPS = 69
• Redesigned systems training for contact centers. Enhanced with video, music & activities.
• Implemented LMS for wide-scale use; learned platform, integrated content, and launched learning at wide scale. First to launch eLearning at Lyft (7000+).
• Created automated dashboards, parsing course completion by department & location.

Seattle, Washington, US

• Defining Metrics, Leading People, Motivating Teams & Exceeding GoalsLed cross-site team of 15 professionals (instructional designers, supervisors, & trainers). Drove consistent, high-quality training, providing.
• Led 1st-ever initiative to measure training output & quantify, track and report learner experience, knowledge transfer, behavior change, business impact and cost per learning hour ensuring long-term sustainability.
• Pioneered New Hire Graduation Requirements that improved graduating classes.
• Designed, developed and managed 10-12 learning events for one-time initiatives per year. Initiatives included a $2.2 billion financial partnership, an underwriting strategy overhaul,an online platform launch.
• Redesigned 5½-Week New Hire Program resulting in increased learner satisfaction (>90% satisfaction scores) and optimized graduate performance.
• Created a new hire performance-tracking process.

Seattle, Washington, US

• Project Management, Instructional Design & Performance ManagementOversaw training operations including 6 training specialists and all aspects of instructional design and delivery of high profile initiatives. Managed.
• Primary instructional designer/project manager for division-wide initiatives (7-10 per year, including rewards benefit restructure and a change in terms that increased revenue). Managed from discovery through classroom.
• Oversaw non-initiative instructional design and reworked existing materials to increase trainee engagement.
• Optimized all aspects of dept. performance management process and executed process consistently, despite number of reports.
• Mentored team of 6-9 training specialists in key L&D competencies to create optimal training experiences.

Seattle, Washington, US

• Public Speaking, Productivity & Innovation Facilitated new hire, skill expansion and initiative training for all departments within Bank & Credit division to support business plan and strategy. Motivated employees to.
• Nordstrom Bank Innovation Award received for designing multimedia-driven activities and assessments, as well as group activities, to foster a fun learning atmosphere.
• Relocated to establish strong training presence for Colorado Bank & Credit site.

Seattle, Washington, US

• Customer Focus, Making Genuine Connections and Financial ServicesProvided world class customer financial services via telephone and email, exceeded department goals in productivity and customer satisfaction. Monitored.
• Nordstrom Customer Service All-Star Award received for excellence in servant leadership and outstanding service to customers.
• Granted credit lines of up to $15,000 (revolving) for in-store & online sales with excellent alignment to underwriting guidelines.

Seattle, Washington, US

Bachelor Of Science (Bs), Instructional Design And Technology

Associate'S Degree, General Studies