Patti M. Email & Phone Number

Spokane-Coeur D'Alene Area

New York, Ny, Us

In my most recent role, I created and implemented strategies for organizational learning and development as a learning solutions leader. I oversaw the design, planning, and implementation of corporate training curriculums across multiple levels, managed performance development programs, and devised strategies to measure talent effectiveness. I leveraged data analytics to track and assess dashboard analytics, led needs assessments, and devised effective delivery methods. I facilitated group processes, Learning and Development programs, and delivered engaging and educational presentations.Several highlights includes:• New Training Program Development. Successfully launched a new technology training program in less than three months.• Virtual Transformation. Effectively led a team to translate all instructor-led training courses (15) to virtual, eLearning, and on-demand format in 45 days, including creation of a new on-boarding program.

Walla Walla, Washington, Us

Here, I created and executed high-performing sales, service, and operational training programs as an innovative education leader. I championed internal training and development programs to bolster overall brand awareness, improve operational performance, and increase team and individual productivity. I oversaw the design and maintenance of in-person and virtual learning environments, self-paced training, and blended e-learning training content. I coordinated with cross-functional teams and leaders, understood business and training needs, and aligned training programs with organizational needs.Highlights include:• Training Program Design. Successfully designed comprehensive Training Programs through in-depth assessment, including topics in Leadership Essentials, Teller Training, and Technical Training for financial products.

Spokane, Wa, Us

As an AVP, I supervised our Corporate Training Department within the Human Resources Department as a cross-functional leader and training specialist. I collaborated with high potential team members regarding organizational improvements in efficiency as a leadership project manager. I championed the development of consolidated, centralized, and consistent messaging and training regarding core functions of multiple programs. I oversaw development of training materials, course curriculum, and delivery of programs.

Alpharetta, Ga, Us

Here, I oversaw a 13-member team as a leader in chargeback operations, team performance, and risk mitigation. I designed and implemented SOPs, including financial and operational reporting in support of business objectives. I created and implemented training programs for customer service representatives to improve service survey ratings, including WebEx and e-learning tools. I mentored and trained representatives in addition to driving key programs and initiatives in support of monetary and service goals.Several highlights include:• Training Program Design. Created and implemented a new training system to drastically improve service survey ratings, increasing revenues for clients and MES rebates as part of a pricing model incorporating rebates.• Risk Mitigation. Significantly reduced exposure and losses, including capturing millions of dollars in credit card losses during the credit card dispute process, by effecting leading a chargebacks team.• SOP Design. Vitally supported business growth by creating winning chargeback policies integrated with objectives and pricing models.

Spokane Valley, Wa, Us