Robert Littrell Email & Phone Number

Remote

-Designed and developed new courses from ideation to delivery for the Socure Data Science teams, including an E2E course to align existing data science teams and onboard new data scientists to successfully calculate the proof of concept/estimated savings to prospective clients.-Setup a new LMS, LearnUpon, then transitioned and updated ~100 hours of eLearning content from the prior system. Created new content standards, learner/manager rights, and profiles for reporting and documented course settings for the entire Education Team to ensure consistency.-Partnered with subject matter experts across the company to develop weekly Socure University content and co-facilitated the sessions with the SME to ~75 employees/week.

Plano, Texas, United States

-Developed a blended learning curriculum for new employee onboarding resulting in a course satisfaction score of 91% and a net promotor recommendation of 81%.Partnered with product development and subject matter teams to continuously update existing training content to match the evolution of the legacy desktop application to the new SaaS 340B Link portal.-Crafted design and development strategies for continuous learning and employee certification programs.-Established training metrics to effectively measure the outcomes of the 340B training deliverables.Partnered with leaders to define the 2021 340B Training Team goals and vision to support the continued growth of the Omnicell 340B business unit.-Developed a comprehensive learning and development strategy for the 340B Operations Excellence department to grow the team in size and additional development skills, implement a new learning management system, and create a partnership with the knowledge management team to increase usability, user adoption, and article effectiveness.-Implemented standardized development processes, designed document templates, version control and learning content storage systems, and managed the learning and development team’s day-to-day work priorities.

Plano, Texas, United States

Pharmaceutical Strategies Group was acquired by Omnicell 6 months after I started.

Coached teams and individuals once or twice a month to use Design for Delight principles and innovation tools, helping to ignite passion in others and foster a customer-centric culture. Lead "idea jams" and teams outside of core responsibility to solve customer problems. - Helped team create new system health dashboard implemented in flagship professional tax product. Resulted in decreased average handle time and an increase in issue resolution rate for system-related issues. - Partnered with coaches and idea jam participants to brainstorm an idea resulting in several patent submissions and a design project.*note - this was in addition to my Learning & Development role

Duties included instructional / experience design, program management, and resource / subject matter expert management. Managed multiple learning programs and delivered consistent year over year increases in speed to proficiency, learner performance, and business objectives. Lead approximately 12 design and delivery shared expert resources. - Focused on constant improvement through use of available data, metrics, and increased case documentation standards. Resulted in improved speed and increased proficiency while decreasing overall training time. - Played key role in helping 80% of shared resource team obtain outstanding rating on performance reviews; many of the team went on to earn promotions up through the company. - Crafted design and development strategy to enable delivery of 7 new hire programs for 600+ employees. - Improved call center answer and handle times as well as net promoter scores during end of tax season. Onboarded volunteer resources across other departments to assist frontline teams. - Collaborated with team to redesign IVR structure into segments, decreasing training time from 10 to 5 weeks for all agent workgroups, with only a specialized team receiving highest-knowledge segment. - Partnered with internal and external L&D teams, developing strong vendor connections.

Oversaw 8-week new hire program teaching tax and related concepts. Onboarded approximately 100 new hires in 4 courses every year across Texas, Arizona, and Virginia. Facilitated numerous live tax law update seminars and virtual webinars to thousands of Intuit customers. - Mastered new information and used strong classroom management skills to provide rich learning environment. - Selected to assist customer learning team due to abilities and positive learning feedback.

Plano, Texas

Shared position between Tax Support(Tier II) and Tax Development-Responsible for interpreting various 1120S & 1065 state instructions and writing the required code changes.-Provided Tier II support for front line employees and handled complex customer escalations.-Rated Outstanding for my time in the role.

Frontline Support and Assistance & Escalations (Tier II)