Nancy Dodd Email & Phone Number

San Francisco, California, US

San Francisco, California, US

• Led design and Implementation of a Vendor Training Program across five vendor sites, overseeing a trainer certification program, reporting and tracking of employee metrics, training standards, and redesigning new hire.
• Created an engaging learning environment that utilized adult learning theory to produce curriculum and training models that enabled new hires/trainees to demonstrate learning outcomes at an expert-level.
• Conceived, designed, and developed effective training content and curriculum leveraging the ADDIE process; tracked, measured, and reported on training effectiveness for all courses/programs.
• Led GAP analysis and recommended solutions/enhancements to training courses and content.
• Developed quality content designed to maximize the end-user’s learning and job performance.
• Partnered with vendor management to certify vendor trainers.

Dallas, Texas, US

• Served as a key member of the change management team, working on the implementation of a new customer service system; proved vital in launching the system, including developing learning paths that were specific to job.
• Established and led a 10-member training and knowledge management team in assessing and developing more effective training solutions and post-training job support documentation.
• Managed instructors and designers in developing a blended training program for newly hired contact center agents.
• Performed in-depth root cause analysis to identify performance gaps in training and communication practices.
• Hired, developed, and directed a team of Knowledge Management Specialists in the redesign and implementation of a new Knowledge Management system.
• Developed and conducted a wide-range of technical and leadership programs.

St Petersburg, Florida, US

• Partnered with business leaders struggling with workforce performance to increase effectiveness of training content and application. Defined blended training solutions that incorporated instructional systems design.
• Led a team of instructors through the process of redesigning a 100% instructor-led course into a blended approach course, shortening training time and increasing participant effectiveness as a result.
• Drove performance by coaching, training, and mentoring new staff members to support customer operations within a new call center, including facilitating information mapping meetings with Subject Matter Experts (SME).
• Cut attrition averages from 25% to less than 10%, saving more than $38K per class.

Mclean, VA, US

• Held a contract position for the bank as they acquired and opened a new call center location in Texas.
• Developed training material for call center operations, including setup and integration efforts.
• Evaluated training needs and existing training program effectiveness in order to improve sales and customer service.
• Conducted in-depth assessments and evaluations to develop quality training content on performance facilitation.

• Deployed DiSC / Emotional Intelligence facilitation to enhance leadership communication as well as customer service levels. Led in-depth root cause analysis to identify performance gaps in training and communication.
• Improved operational and leadership communication inconsistencies that previously caused low employee morale and poor customer service; decreased attrition rates 47% and lifted customer satisfaction from 86.5% to 92%.
• Developed and implemented “Train-the-Trainer” courses and instructed trainers on adult learning methodology.