• Manage and lead the design, development and implementation of learning products and services for FedEx Ground University: instructor led, virtual, web based, and blended delivery.• Managing the University learning product design and development roadmap, resourcing projects with both internal and external resources • Direct training and development activities to ensure they are conducted efficiently, cost-effectively, and in accordance with policies and standards.• Hiring… Show more • Manage and lead the design, development and implementation of learning products and services for FedEx Ground University: instructor led, virtual, web based, and blended delivery.• Managing the University learning product design and development roadmap, resourcing projects with both internal and external resources • Direct training and development activities to ensure they are conducted efficiently, cost-effectively, and in accordance with policies and standards.• Hiring, terminations, coaching, skills development, recognition and rewards, performance management and staff productivity.• Advising and partnering with business leaders, SMEs and teams to ensuring learning is aligned to business requirements and strategic initiatives.• Research, develop and maintain relationships with vendors including contract negotiations and bidding process.• Developing and managing geographically dispersed Instructional Designers and eLearning developers. Show less

• Managed eLearning development lab (virtual global team) utilizing a blend of ADDIE and Agile methodologies, consistently exceeding client expectations, vendor capabilities and reducing costs.• Delivery of facilitator led training both in person and in virtual environments.• Design, development, and implementation of system, compliance and skills based training (eLearning, simulations) for initial and continued learning and development.• Collaborated and partner with stakeholders… Show more • Managed eLearning development lab (virtual global team) utilizing a blend of ADDIE and Agile methodologies, consistently exceeding client expectations, vendor capabilities and reducing costs.• Delivery of facilitator led training both in person and in virtual environments.• Design, development, and implementation of system, compliance and skills based training (eLearning, simulations) for initial and continued learning and development.• Collaborated and partner with stakeholders across multiple lines of business, at all levels, to ensure client expectations are exceeded, challenges identified, and issues resolved. • Partnered with subject matter experts to ensure adherence to aggressive timelines and regulatory deadlines.• Change management: LMS conversion, including design and development of processes and guidelines for cross functional teams.• Worked with vendors to ensure courseware and training materials meet all required company standards.• Developed processes to support diverse workforce, development of in-language training materials to support international workforce. Show less

• Defined and managed training programs.• Executed all training for both end users and managers. • Designed and developed eLearning, computer based, web based and facilitator lead training. • Designed and developed an on-line reference system.• Assisted with development of corporate wide communications.• Performed new application requirements gathering with multiple organizations.• Managed development of service request forms for multiple organizations.• Designed… Show more • Defined and managed training programs.• Executed all training for both end users and managers. • Designed and developed eLearning, computer based, web based and facilitator lead training. • Designed and developed an on-line reference system.• Assisted with development of corporate wide communications.• Performed new application requirements gathering with multiple organizations.• Managed development of service request forms for multiple organizations.• Designed test scripts utilized by different organizations to confirm accuracy of newly implemented system. Show less

• Coordinated, designed, and developed eLearning and facilitator led training; including participant materials and department job aids, for consumer and business channels used by internal employees and external vendors.• Partnered with leaders and business experts to perform needs analysis and provide training-based solutions.• Developed online reference systems (KMS) and assisted with development of communications.

• Designed, developed, and delivered sales, soft skills, and technical training based on client and learner needs - successfully utilized by multiple vendor companies.• Facilitated engaging training for new-hire, product updates, soft skills and M&P changes. • Continuously implemented process improvements in training material and programs utilizing sound Instructional System Design (ISD) methodologies, increasing PRC market share by 20% and reducing new hire attrition by 40%.•… Show more • Designed, developed, and delivered sales, soft skills, and technical training based on client and learner needs - successfully utilized by multiple vendor companies.• Facilitated engaging training for new-hire, product updates, soft skills and M&P changes. • Continuously implemented process improvements in training material and programs utilizing sound Instructional System Design (ISD) methodologies, increasing PRC market share by 20% and reducing new hire attrition by 40%.• Coached agents using behavioral development techniques, consistently increasing sales and customer satisfaction results.• Supported and developed team managers and quality analyst team yielding an increase in quality results and agent satisfaction, driving improved sales metrics.• Coached and developed level I trainers enabling enhanced delivery skills and increased ISD knowledge. • Partnered with operations and quality departments to ensure all client deadlines are met.• Tracked and reported monthly, weekly and daily quality productivity and quality results. • Ensured all client-designated contractual requirements were achieved including record retention and training mandated by regulatory agencies. • Created, implemented, and maintained an online reference tool (KMS) used by all agents ensuring the consistency and accuracy of information and a paperless environment. • Supported day to day operation of call center including achievement and maintenance of the following objectives: sales, service level, staffing, utilization, employee attendance and attrition.• Identified individuals capable of leadership roles, developed their skills and abilities, leading them to positions of increased responsibility. Show less

• Successfully managed training curriculum, partnering with marketing and IT, resulting in expansion of local sales territory from a trial area of five regional states, to national territory of 48 states.• Member of new sales strategy pilot team. Performed data analysis to identify financial impact. Sales pilot increased sales yield by 58%, allowing for decrease in outbound marketing cost by 50%. • Successfully implemented new sales strategy in off shore vendor locations… Show more • Successfully managed training curriculum, partnering with marketing and IT, resulting in expansion of local sales territory from a trial area of five regional states, to national territory of 48 states.• Member of new sales strategy pilot team. Performed data analysis to identify financial impact. Sales pilot increased sales yield by 58%, allowing for decrease in outbound marketing cost by 50%. • Successfully implemented new sales strategy in off shore vendor locations (Bangalore, India).• Coached and mentored a team of 12 trainers utilizing behavioral development techniques. • Created training materials used to conduct sales training worldwide. • Created training curriculum for both front line customer service representatives and specialty teams.• Performed benchmark and time-in-motion studies used to renegotiate vendor contracts, realizing annual savings of over $500,000.• Researched the availability of new, more efficient systems to facilitate greater productivity and implemented their use by designing supporting training curriculum. Show less