Phoebe Bachman Email & Phone Number

Westlake Village, California, United States

• Design and develop effective learning solutions to support successful execution of initiatives across line of business. Designed large-scale, multi-phased readiness, process and change management improvement initiatives. • Build and sustain strong relationships with key project and line of business experts to identify key skills and knowledge needed to support new and ongoing performance. Launched Team Manager Champion role to identify learning gaps and driving process improvements for front-line associates. • Lead the Academy Employee Engagement Council team. Built and conducted focus groups across organization, developed strategic plans and created new programs to support team development based on the employee feedback.

Agoura Hills, California, United States

Key point of coordination and collaboration across all Loan Servicing & Support Operations (LSSO) teams and the iFulfill Program team. Successfully managed the iFulfill deployment as Deployment Business Lead and ensured all LSSO leaders had visibility and transparency to key process/technology decisions.

Agoura Hills, California, United States

• Launched the Contact Center Academy Learning SharePoint Portal to streamline the new hire experience. Collaborated with cross-functional partners to build site that would support multiple curricula across multiple lines of business.• Implemented a variety of technology, customer treatment and New Hire initiatives across the Contact Center. Worked cross-functionally with key business partners including Legal, Risk and Compliance to execute critical business initiatives. Initiated, planned and wrote scripts for multiple new hire videos.• Performed skill gap assessments and task analyses in support of large project initiatives.

Agoura Hills, California, United States

Led a variety of learning initiatives across multiple lines of business. Projects included compliance and audit projects, technology initiatives, customer service and confidential work. Oversaw budgets, risks, timelines and tasks. Influenced difficult customers. Co-authored enterprise-wide Program Manager Guide for Project Managers.

West Hills, California

Directed all aspects of training analysis, design, development and implementation of strategic initiatives and immediate business needs across the organization. Hired and fired employees. Created and supported many large-scale, high-impact programs including Wholesale Manager Training and Resolving Customer Conflicts. Designed/implemented the Instructional Design Trainer program to develop the instructional designers and technical writers on my staff. Earned numerous awards for outstanding work.

Thousand Oaks, California, United States

Instructional Designer Contractor at Amgen Biotechnology • Created the Training Design document, Work Flow diagrams, Facilitator guides and all training materials for Sample Management & Release and Raw Material trainings.• Assisted in creation of client presentation materials on the importance of change management.

Action, Massachusetts

Instructional Designer Contractor at Compaq Computer Corporation• Redesigned an existing Sales and Marketing process to create organizational improvements. Designed workflow processes, created current-state assessment report, developed an implementation plan and assisted in the development of a web-based support tool.• Provided performance support to senior management for global outsourcing engagements. Developed training documents and provided consultation on the electronic performance support system.