Paula S. Email & Phone Number

Charlotte, Nc, Us

Quincy, Massachusetts, Us

Quincy, Massachusetts, Us

Davidson, North Carolina, Us

Charlotte, North Carolina, Us

 Manages special Electronic Medical Records (EMR) training projects and coordinates the weekly Canopy software training process for CHS/Atrium healthcare providers. Publishes web-based education programs in the SAP SuccessFactors LMS after creating learning items and detailed UAT with the Instructional Design team. Collaborates with internal and external teammates to continuously evaluate and create technical and procedural quality process improvements. Creates project-specific reporting from LMS exported data for educational initiatives and programs.

Martigny, Ch

 Coordinated with the VP of Global HR, President of Mfg, EH&S Manager, Safety & Health Council of NC, RCCC (local community college), equipment manufacturers, Carolinas Healthcare System and other training providers on logistics for all company course offerings. Conducted annual training needs analysis with each department's VP and the EH&S Manager to identify competency gaps, OSHA training requirements per role and required compliance training. Partnered with various Alevo divisions to create and track comprehensive training programs for identified job roles. Managed thorough documentation while closely consulting with the administrator for a $300K grant funded through the State of NC. Communicated site-wide learning completions from online, instructor-led and production floor training via matrixes. Maintained a company-wide training library, training vendor contact list and Training Coordinator Job Book.

 Created UAT test scripts for LMS admin/manager/learner roles and updated documentation. Completed THR80-Introduction to SuccessFactors HCM & THR88-SuccessFactors Learning Academy certification courses conducted by the SAP Education vendor team. Created sample employee profiles, job requisitions and system documentation for demos of pre-packaged software technical solutions for Employee Central and Recruiting Marketing SF modules. Chaired an HCM Certification Workstream team for cross-training internal SAP and SF consultants.

Columbia, Md, Us

 Engaged with GP Strategies’ Fortune 500 commercial and government clients as a SuccessFactors LMS consultant. Primary clients: NASA, FAA, Bayer, USDA, Nestle and Lowe’s. Maintained multiple OPM government clearances and supported the analysis, definition, design, requirements, testing, and execution of clients’ LMS projects. Captured clients’ business system requirements during client-facing configuration workshops with key learning stakeholders for each new project. Analyzed business processes, needs and drivers and engaged appropriate resources. Served as the project manager’s liaison between clients’ learning executives, other vendors and the GP project team members in Hosting, Engineering, Network Support, Reporting, etc. Managed project SharePoint sites, as well as, maintained system configuration workbooks and support ticket updates while coaching clients to utilize their real-time resources. Delivered detailed status updates from the GP team during daily internal and client project calls. Provided LMS Product SME support, troubleshooting, RFC authorizations and system configurations for customers’ learning administrators and system users. Developed detailed SOPs, reports and functional requirements at the client’s request. Led testing efforts which included system, performance, content and User Acceptance Testing (UAT) monthly and during upgrades, fixes, implementations and refreshes. Consulted with SuccessFactors, Skillsoft and various vendors for escalated technical support. Managed multiple projects simultaneously, including budgeting time and technical resources.

Charlotte, Nc, Us

 Key player, SME (Subject Matter Expert) and Super Admin in the implementation of Saba and Plateau LMS platforms. Engaged key learning stakeholders from each LOB to align business needs. Collaborated on various project teams for tool enhancements creating Change Controls, BRDs and SOPs. Designed capacity management process and forms to ensure system stability. Maintained an online training enrollment calendar each year for the 400K employee base. Consulted closely with key business stakeholders to capture VOC (Voice of Customer) feedback for process improvements. Compiled daily, weekly and monthly metrics and created pivot tables, charts and reports for Learning Executive Dashboards in SharePoint, MS Excel and custom reporting tools. Defined governance and entitlements audits for the LMS, Enrollment Center and Deep Linking products. Performed UAT testing after all upgrades. Coached Instructional Designers and LOB Admins on LMS system functionality. Coordinated annual Compliance enrollments for Enterprise Learning associates and bi-monthly scrub enrollments to enroll new team members. Managed the Enterprise Learning, ELPM Product Support and Leadership Mirror Survey group mailboxes to provide communications to LOB Admins, general support for product and process questions and to identify system issues. Performed UAT testing after upgrades and implementations. Supported Learning business partners with annual Compliance training roll-outs by developing FAQs, job aids, QRCs and templates to maintain on team’s SharePoint and Discovery sites. Coordinated virtual “kick-off” meetings to review new compliance requirements and procedures each year. Conducted bi-weekly virtual forums promoting global knowledge-sharing and identifying common issues among the admins across the globe. Partnered with the Reporting, Technology, HRIS and offshore vendor teams to identify potential gaps and opportunities for system enhancements. Presented VOC feedback for analysis.

Detroit, Michigan, Us

 Evaluated needs, designed and developed curricula, scheduled participants and trained recurring courses on technical, sales and soft skill topics by incorporating various adult learning theories into blended delivery methods. Used a variety of learning strategies and complied with all P&P and SOPs to achieve the key performance indicators of the business and maintain ISO registration.  Interviewed and screened candidates for promotions within Human Resources, Operations and Training Departments. Managed and coached assigned training assistants on performance. Conducted career fairs and interviews for assisting HR in identifying qualified trainee candidates. Consulted with assigned Operations Managers to monitor, trend and analyze the quality performance of their direct reports’ teams. Designed training materials to improve individual and team quality scores and metrics to achieve major business objective goals. Managed attendance, performance, documentation of personalized action plans and corrective action phases (including termination) for up to 45 learners per course, lasting up to 6 weeks each. As Communications Liaison, developed weekly surveys to evaluate, trend and report advisors’ comprehension of various compliance topics within a sample population of up to 2000 employees. Emphasizing customer service principles, I facilitated hands-on new hire training to advisors, trainers, and managers on the proper call flow for handling both, OnStar and Lexus Link, call types. As this service center’s most senior Training Specialist, I also calibrated quality, production and training team expectations locally and nationwide within all other OnStar call centers’ operations.

Overland Park, Kansas, Us

 Trained and coached managers and advocates on technical, sales and World Class Customer Service skills in new-hire courses to handle digital, wireless call inquiries from various lines-of-business and customers in a hands-on environment. Evaluated multiple levels of training effectiveness. Managed attendance, performance, and corrective action documentation for each trainee.  Conducted recruitment fairs and interviews to assist HR in screening for qualified candidates. Monitored live and recorded calls to analyze team and individual metrics for administering coaching and to determine current performance trends of the 1400+ advocate call center.  Created and managed trouble tickets for reporting system issues to the corporate help desk. Coordinated Continuing Education training with WFM. Maintained an up-to-date training calendar.  Rotated duties as acting Training Manager by providing supervisory leadership and solving the day-shift training staff’s obstacles. Communicated results to learning and operations executives.

Pittsburgh, Pennsylvania, Us

 Chartered the Collections Division’s Quality Assurance Dept. Collaborated with team members to create PNC’s first Policies and Procedures manual and document SOPs of all tasks for compliance. Performed remote, silent monitors on 300+ representatives and documented feedback for trending and coaching purposes to assure compliance with the FDCPA and PNC National Bank regulations.  Analyzed data, generated reports, and published a monthly newsletter, Q-Tips, for all managers and staff to utilize for reducing risks, increasing productivity, and supplementing core training materials. Coached, designed and provided Continuing Education sessions for retraining managers and newer team members on handling payment arrangements, skip tracing, and calculating proper settlements on delinquent credit card accounts up to 210 days past due.

 Instructed business college students by incorporating adult learning principles into all of the required Secretarial technology and business program courses. Provided career counseling and served as advisor to extra-curricular student organizations.

Bachelor Of Science - Bs, Business Education & Economics

Human Resources Certificate Program, Human Resources Management/Personnel Administration, General

Diploma