Lanisha Williams, M.S., Cptd Email & Phone Number

Highland, California

As a Organizational Development Analyst, I have designed and developed an intake form to ensure the success of initial meetings with hiring managers seeking to reorganize their departments. Facilitated training to the Human Resources department based on knowledge obtained as a subject matter expert while working on job description alignment for the enterprise. Utilized operational and academic methods to obtain quantitative and qualitative data to identify opportunities for a restaurant venue and provided solutions to help reduce turnover. To accomplish my goal I applied a hands-on approach to address key enterprise metric - turnover. Authored an action plan to drive results and presented to Human Resources and Operations executives. Other projects have included cataloging over 700 job descriptions to uncover correlations between the current job descriptions and employee turnover. I have also served as reorganization project manager, which led to the creation of a Smartsheet used to operationalize the process, track progress and report metrics.

Highland, California

As a Learning & Development Specialist, I have designed, developed, and implemented courses for over 4000 individual contributors and leadership staff. This allowed me to facilitate training programs, such as new employee orientation, performance management enhancement, change initiatives and/or professional development training. In addition, I managed all e-Learning initiatives via the Cornerstone Learning Management System (LMS) as the LMS Learning (content) Administrator. My duties also included assigning instructors who conducted monthly training and creating processes that increased efficiencies and productivity.

Corona, California

As a Training Operations Intermediate, I delivered training to approximately 800 representatives across four different Member Service Contact Centers in the United States. I also designed, developed, and implemented the training curriculum for all inbound calls regarding Kaiser Permanente regions outside of California. I have prepared for the opening of two new call centers in Colorado and Maryland by training all staff. This included ensuring training content adhered to the most current corporate standards and procedures. In this role, my duties also included managing team member performance and tracking performance metrics for new employees while also delivering a six-week training course.

Created, delivered and enhanced training content for a staff of over 500 agents, supervisors and management staff across three call centers. Focused primarily on the areas of product knowledge, transitional sales, troubleshooting of all lines of business and desktop tools. • Supervised all new employees to ensure that team member skills and performance met the organization's current and future needs.• Created the call centers first-ever computer lab for training to increase new hire retention and engagement.• Delivered six-week new hire class to all new employees, resulting in agent accuracy and competency on the job.• Evaluated and appraised team member performance using the SAP learning management system (LMS).

Delivered training material to employees that supported the business initiatives and enhanced their performance. Applications used during role – Microsoft Office Suite including Outlook.• Due to the ever changing environment, constantly updated/modified training material to ensure that current business objectives were met.• Created job aids which helped agents to understand concepts being taught as well as serving as reminders of how to complete job processes.• Built and fostered good interactions and motivated individuals to excel in the learning process, ensuring team members remain well-qualified to provide the highest level of quality and service.• Tracked attendance, maintained participant records, and documented employee performance.

Involved in all aspects of customer service and order entry including solving problems, answering questions, and working with customers to ensure fantastic service.• Presented learning materials as a subject matter expert and volunteered to assist with the audit of the new billing system.

Master Of Science - Ms, Organizational Leadership

Bachelor Of Science - Bs, Business Administration - Marketing Concentration