Phoenix R. Cavalier - Leader/Speaker/Author Email & Phone Number

Kirkland, Wa, Us

New York, Ny, Us

My role seeks to equip dynamic Product Support Engineers with the knowledge and skills needed to support customers around the globe. With a focus on customer centricity and learning strategy, key responsibilities include creating onboarding and new hire programs, continuing education through structured Specialization & Core Competency learning tracks, annual SaaS platform and product release training initiatives, and internal and external professional certification programs.

New York, Ny, Us

As part of Global Product Support I'm focused on creating learning experiences that equip brilliant product support engineers to bring continuous value to clients around the globe. Applying my knowledge and skills in instructional design, learning strategy, and innovative training techniques, I'm able to define and deploy scalable programs that help our people thrive in their role.

Is your learning strategy truly modern, mobile, and people-focused?The truth is many leaders are challenged by the rapid pace of change they and their employees are facing. Globally the sheer volume of information being created, distributed, and managed makes it seem impossible to digest even the most basic facts in a timely manner. While the rate of change and volume of information isn't likely to slow down, new tools and technologies can help stabilize the overall workforce environment. Chief among these technologies is the use of Augmented, Mixed, and Virtual Reality platforms. Each solution offers unique user-specific value that can be realized with a well-built strategy for design, deployment, adoption, and ongoing support. This is where Verus Learning brings value, by working directly with organizational leaders in human resources, IT, development, and operations to transform training into learning, in the flow of work.

Bellevue, Wa, Us

Researched and evaluated learning technologies to develop suitable strategies to support team leaders, instructional designers, and learners with a consistent learning experience across multiple platforms. Managed and supported the procurement process, budget reviews, and provided guidance and expertise to ensure stakeholders can make informed decisions in a timely manner.• Managed vendor/supplier relations and spearheaded contract and legal negotiations to facilitate completion of signed master service agreements (MSAs).• Championed strategic planning and determined opportunities for driving ongoing improvements to streamline Retail, HR, IT, and Care processes.• Conducted thorough needs analysis to optimize RFP research and sourcing of new tools and platforms.• Oversaw marketing, training, and launch of new tools and technology while leading technical education forums.• Eliminated duplicate work for several lines of business by managing the purchase, onboarding, implementation, and training on new enterprise-wide PMO platforms and tools.• Led the successful launch of an Augmented Reality (AR) training platform for use in national retail; scope included vendor management, contracts, IT project management with dev ops to launch AR.

Bellevue, Wa, Us

Influenced core reforms and overhaul of sales and service models with all associated methods and procedures as a lead designer to enhance the retail experience.• Using AGILE methodology, developed and implemented the annual certification strategy and designed research-informed training for the new role of Mobile Expert for.• Built the training strategy to govern the opening of the first three T-Mobile Signature stores and delivered coaching to diverse facilitators for three weeks at the first store in Times Square New York.• Conducted comprehensive skill gap analysis to enable shaping and creation of a multi-phase self-directed course under Mobile Expert Certification program to upskill ~80K frontline learners during the onboarding process.• Managed the successful production of ten interaction model videos in conjunction with Vossler and various vendors ahead of national distribution for use in all new hire and onboarding courses. • Headed preparation, review, and approval of creative content used for national training programs.• Served as a Slack Champion in direct coordination with the vendor and T-Mobile application developers. Defined the training strategy for the national Slack launch for frontline employees and those in HQ offices as the author and designer of the national training courses.• Co-managed an RFP for an enterprise-wide PMO software solution and successfully negotiated a legal contract to achieve a signed MSA with SOW valued at $1.2M.

Bellevue, Wa, Us

Led the HR team and multiple groups to drive innovation in leadership development while managing senior instructional designers, senior developers, and contract employees. Improved our resource planning approach, elevated our video production methods, and increased communication across teams and roles. Through a focus on micro-learning and mobile-ready design, we sought and found ways to deliver learning to our learners that made our commitment to their future with T-Mobile crystal clear.• Prioritized HR leadership training in coordination with colleagues, program managers, and multiple directors as part of a comprehensive revision to the leadership competency model.• Mentored direct reports to optimize personal and professional development, guided in pre-/post-production of talent management videos, and refined video production methods including review, and approval processes for all team members.• Hired and onboarded several team members to increase the knowledge and capacity of the team to better support advanced leadership development strategies.

Bellevue, Wa, Us

Spearheaded the development of national sales and customer experience training design for associates and leaders, in addition to overseeing technical/strategic learning and development initiatives in liaison with cross-functional teams.• Headed evaluation and implementation of learning interventions for application on mobile devices, and managed drafting of content for use in self-paced, blended, virtual, and instructor-led environments.• Worked on cutting edge training projects including the Signature store launch in Times Square and Miami, the Un-carrier Experience, Interaction Model, Coaching the Un-carrier Factor, Compensation Reinvention and more. • Led our visual design strategy and created Storyline templates for the ID team and worked closely with vendors and graphic designers to ensure videos, icons, and images celebrated the T-Mobile brand. • Managed assignments, peer reviews and built strong relationships within our team and SME groups.

Founded and established a company dedicated to creating custom solutions for employee development, process improvement, and business development strategy for SMBs. Through the science of adult learning Verus Creative shaped branded narratives for clients through employee engagement to benefit the customer experience.Worked with company partners/vendors to identify, define, and execute employee development strategies linked to brand strategy, supported by robust documentation and training.Documented client needs to tailor brand messaging solutions and strategies, achieving five years of industry leadership in marketing and branding for web and print.Managed all marketing and outreach initiatives, including RFP/RFQ creation and design and expanded capabilities by 20% in 2011 through the integration of multimedia brand strategies.

Bothell, Wa, Us

Directed eLearning solutions execution with industry software and a proprietary HTML codebase. Also, determined process improvement strategies to reduce the time between sales and deployment.• Promoted positive customer relationships to guide the implementation of data security and compliance training for use by Fortune100 companies.• Partnered with Microsoft to create an innovative training course to equip developers with the knowledge needed to write code that could minimize risks present by hackers.

Seattle, Washington, Us

Championed the design and implementation of eLearning courses for multiple national training initiatives and corporate development which included collaborating with 22 stakeholders to build eLearning project plans for all Rack store managers.• Filmed 14 instructional videos and completed pre/post-production, voice-over, editing in Adobe PremierePro, in addition to managing all revisions based on feedback from stakeholders.• Integrated a “first of its kind” program that linked reporting to a training intervention by collaborating with the business insights team to determine how to gather and track data to deliver required reports to the Senior Vice President of all Rack stores in the US.

Led the development and launch of the membership-based online learning portal for corporations while maintaining accountability for optimizing IT development schedules, identifying preferred web development partners, and guiding user experience design by PHP developers.• Oversaw creation of 35+ online pages and customization of corporate training for 26+ different titles with 100+ in-class training hours and 115+ industry blogs linkages.• Designed training and managed Wordpress website administration and maintenance including weekly and monthly member updates, and communication.

Contributing monthly articles about health and wellness with a conversational, action-oriented tone designed for a quick read. Each article seeks to offer information along with ways to apply what is shared in pursuit of better health through diet and exercise.

Client Relations Manager for fortune 500 partners with national presence. Managing technology recommendations for clients ranging from router choices to broadband deployment schedules. Responsible for the creation of our Telework 530 Program and the development of marketing, branding and sales training tools for enterprise clients through our sales force. Strategic Consulting, including business plan & sales strategy development. Working with partners to find synergies to increase offerings of Software as a Service (SaaS) applications and assessment tools.

I managed the development of adult learning curriculum for clients ranging in size from 57,000 employees to less than one-hundred employees. The contracts I managed ranged in length from one-day academy sessions to multi-year company universities. I was directly responsible for the project management duties of each contract. In nine months I created more than sixty corporate training solutions. I developed curriculum for sessions ranging in length from ninety minutes to three days. I designed programs for various corporate audiences in industries such as Pharmaceuticals, Chemical Technology, Corporate Planning, Real Estate, and Insurance along with others. Requested content included DISC© Awareness, Edward De Bono’s Six Hats©, Relationship Selling, Customer Service and Strategic Business Development.

New York, New York, Us

I deliver training to groups of up to twenty new or existing employees using standardized training materials. Trained individuals to implement federal regulations including FCRA, GLBA, FDCPA, TILA, REG B, E and Z for banking customer service. Employed Linda Richardson’s ‘Consultative Telephone Sales’ model to develop active listening skills, questioning skills and upset customer handling techniques. Partnered with call center managers to ensure classroom dynamics mirrored and supported expectations new employees would encounter in the call center. Supported ongoing education through mentoring and coaching programs to ensure the success of each new employee. Tracked performance metrics of graduates to identify training opportunities or facilitation weaknesses. Supported ongoing education within the department by creating train-the-trainer sessions, such as ‘Principles of Adult Learning’, facilitated in March of 2004.

Carmel, Indiana, Us

Responsible for the development of all training initiatives in a 200-seat call center. I developed, taught, edited, revised and implemented the training initiatives for the Telamon Call Center. Created web based job aids that were easier to update and drove functional changes in the behavior of call center associates. Used CBT models to develop paperless interactive classroom tests to provide immediate test results through a built-in reporting and tracking. Was responsible for the successful implementation and launch of the national Qwest Telecom order fulfillment program.

Master Of Science - Ms, Instructional Design And Technology

Bachelor Of Science (Bs), Digitial Cinematography

Human Resources

Automotive Design