Nancy Smith Email & Phone Number

• Selected by a national real estate firm of over 200 communities and over 1,000 associates, to design, develop and implement a cultural shift to a sales and service focused organization. • Conducted an in-depth needs analysis consisting of team observations, mystery shops, interviews, data review and focus groups. • Constructed a customized development plan outlining the findings from the in-depth analysis and built detailed recommendations around key desired business outcomes. • Solutions included the development of comprehensive, highly interactive sales and sales management programs. This included the customized creation of all corresponding pre and post work, presentations, activities, case studies, job aids to support implementation, and facilitator’s guides.• Recommendations also included the use of a Subject Matter Expert (SME) program to increase the credibility and value of the programs. Created all facets of the SME program inclusive of selection criteria, program management and a Train the Trainer program. • Created metrics for the sales and sales management programs inclusive of enhanced program evaluation focused on implementation and performance improvement, 30 day post class assessment, associate and manager pre and post checklists, learning contracts, manager debrief and observation job aids. Also created specific and targeted performance metrics aligned with the desired business outcomes.

• Responsible for the assessment, development, implementation and evaluation of all training and organizational development activities for 1200 employees. • Launched a corporate university including development of all infrastructure and curriculum spanning, customer service, sales, maintenance, systems and leadership.• Delivered strategic, customized training that has resulted in increased closing ratios and a move in industry national ranking in customer service from number 5 to 2. • Selected and deployed an enterprise-wide Learning Management System.• Established business plans and forecasts for an annual departmental budget of $900,000. • Developed and managed the new hire on boarding program resulting in an increase in retention and decreased time to productivity. • Created Training Certification programs for all positions.• Launched 3 regional training centers resulting in increased availability of industry leading offerings.• Implemented a comprehensive blended learning approach including instructor led, hands on programs, live and on demand web-based events, as well as self study materials and job aids.• Implemented Kirkpatrick levels of evaluation to measure training effectiveness. • Researched, procured and deployed industry leading eLearning authoring and delivery platforms decreasing training development time and eliminating reliance on external vendors.• Planned and executed numerous company wide events of up to 1200 attendees centered on leadership, awards, team building and the delivery of the strategic vision for the coming year. • Supported project and trained all employees during a company software platform conversion.• Recruited and developed a team of eight training specialists spanning a variety of disciplines and locations.

Aliso Viejo, Ca

• Responsible for Associate development for over 3,800 Associates in California, Arizona and Las Vegas.• Developed training infrastructure including program logistics, registration, materials, marketing, confirmation, evaluation, completion tracking and follow up procedures.• Facilitated a wide variety of programs ranging from basic new Associate orientation, communication and time management skills to coaching senior level teams in advanced leadership concepts. Programs ranged in size from 10 to 250.• Invited to be a member of a “training excellence” committee. • Selected to be interviewed on the internal communication news network viewed by 14,000 Associates.• Responsible to design, develop and implement a nationally standardized new Associate orientation program.• Successfully launched numerous new training programs and expanded offering to two new states.

• Responsible for assessment, development, implementation and evaluation of all training and organizational development activities for 800 employees and franchisees.• Partnered with executive team to effectively respond to immediate training needs and support long-term strategic initiatives. • Launched corporate university including curriculum on operations, customer service, sales, leadership, franchise business management and systems targeted to drive organizational priorities.• Developed a comprehensive blended learning approach maximizing the use of methodologies and delivery platforms including corporate based and regional instructor led classes, web-based simulation courses, recorded and live distance learning events, self-study materials and job aids.• Established business plans and forecasts for an annual departmental budget of $500,000.• Researched, procured and deployed industry leading eLearning authoring and delivery platforms decreasing training development time and reliance on external vendors.• Partnered with corporate and field managers to create and launch numerous programs such as Sarbanes-Oxley compliance initiatives, new front and back office software implementations and a Siebel CRM roll-out.• Selected and deployed an enterprise-wide Learning Management System • Recruited and developed a team of five including sales and systems training specialists, instructional designers and a training coordinator. • Created and implemented an enterprise-wide “Subject Matter Expert” mentor program consisting of 25 field managers across the U.S. resulting in increased standardization and “real world” integrity of training • Improved consistency and success of training implementation in the field through the creation of standardized certifications and training plans by position.• Launched an East coast training campus resulting in decreased training costs while increasing class attendance.