Pamela Kay Twilegar Email & Phone Number

Remote

Boise, Idaho, United States

Responsible for supporting a culture of excellence while leading the clinical continuing education program for the St. Luke's Health System (SLHS) mission, vision, and strategic objectives. • Launched continuing education program in April of 2021, built infrastructure to host and manage over 90 learning activities, serving providers, nurses, and other clinical staff members• Conducted needs assessment, assuring continuing education offerings aligned to St. Luke’s strategic initiatives

Boise, Idaho

Served Boise-Elmore-McCall population health area as coach focused on project management through Area Program Management office• Led area Emergency Department Inpatient Utilization workgroup, area capacity management workgroup, system white board standardization project, system workgroup on community-focused funding, and various ad hoc project management tasks• Led quality improvement breakthrough project development with St. Luke’s Elmore leadership teamServed as a system coach focused on Human Performance Improvement (HPI) 6/2016 – 2/2019• Developed a change management site on intranet focused on adoption of St. Luke’s system change initiatives which included internal reorganization communications• Led continuous improvement effort supporting St. Luke’s system quality team in support of large internal effort entitled Strategy 2020• Partnered with various stakeholders in implementing improvement strategies to support key initiatives under the Quality umbrella, including Practice Playbooks in acute setting

Boise, Idaho Area

Served as training and communications lead for Time & Schedule Solution (TASS) project team, responsible for delivery of all aspects of training and communication across health system for new electronic payroll system • Built relationships with leadership teams at rural sites and at system level through training events and one-on-one coaching sessions• Modeled the use of Human Performance Technology to improve each implementation wave of TASS project

Boise, Idaho

The Strategic Advisory Board’s role at CCG is to advise and actively engage in project-based initiatives designed to forward our mission and help drive continued growth and sustainability.

Hewlett-Packard, Boise, Id

• Served as Instructional Designer for LaserJet Quality Assurance Team• Designed new product introduction training for service and support audience• Developed road map for service and support training for multiple product groups

Meridian, Id

• Managed team of seven training specialists responsible for field training of over 200,000 independent consultants• Developed/implemented fully integrated sales/communication training plans and communicated assets across business- Improved on-line learning environment for independent Scentsy consultants- Mentored consultants and team members towards excellence

• Developed/delivered HR Compliance and Leadership Development training to employees and management - Delivered leadership training to management teams- Delivered technical (MS Word/Excel) courses to employees - Managed records/developed workforce training reports • Delivered consultant field and webinar training to promote sales initiatives• Developed management coaching program • Assisted in implementation of Intellum Exceed Learning Management System for employees• Presented Cross Country Train the Trainer Tour: traveled cross country delivering training to audiences of up to 2500 independent consultants

• Managed all aspects of diverse not-for-profit program, and marketed program through e-mail, local print and television media outlets• Recruited/managed/retained over 120 volunteer instructors and 8 district employees• Developed/implemented process improvements for data gathering and program implementation based on assessment of patron needs, while managing budget within severe financial constraints

Sales Response Engineer, Latin America and Western US September 2006 – September 2008• Served as liaison between customer facing Technology Consults from west coast and Latin America in the field and LaserJet business teams• Gathered key customer criteria for rolling out large scale IT projects • Assessed gaps in product capabilities and negotiated with labs for product improvements and customizations to meet customer requirements • Consulted with fifty different field representatives to analyze customer needs and build product and service plans to meet those needs• Tracked and frequently communicated project progress to field, escalating key issues as needed to keep sales deals within scope and schedule

Training Program Manager • Managed and facilitated large customer training events called Core 100 for Enterprise Help Desk professionals • Managed global service and support training programs for new product launch of multiple products to worldwide audiences on time, within budget• Managed vendor relationships through collaboration with contract teams • Utilized eLearning in innovative ways to meet audience needs when travel was not possible, including streaming video and web-based courseware• Implemented change management techniques to gain support for new training initiatives• Facilitated training events delivered by subject matter experts to varied audiences utilizing real time assessment techniques to adjust content as needed

• Led cross functional project teams across multiple training initiatives in HP Services Product Support Technical Center• Developed and delivered web-based and instructor-led content to drive complex initiatives across multiple call centers including large scale change management program • Developed and delivered customer support training for newly hired product support technicians related to desktop tools and enterprise customer support skills utilizing effective instructional design to implement both instructor-led and web-based courseware

Delivered world-class on-line customer support for multiple LaserJet product lines for corporate customersUsed analytic and customer focused skills to please customers in corporate setting

Customer Support Technician – Delivered world-class on-line customer support for multiple LaserJet product lines. Transferring from work as elementary school teacher to customer support agent, leveraging training in reaching complex audience to serve customers.

Elementary School Teacher - Grades 3-5, Technology Coordinator, Peer Course Instructor, Gifted/Talented Summer School.

Master'S Of Education, Adult And Organizational Learning

Bachelor Of Science - Bs, Elementary Education And Teaching, 3.14