+ Lead and manage the enterprise-wide Everyday Leadership program, enhancing coaching and leadership development across domestic and international geographies+ Craft and implement training programs for both in-person and virtual settings, with a focus on driving leadership development and performance management + Facilitate strategy sessions and performance planning services, supporting organizational goals and enhancing team effectiveness+ Govern and teach leadership certification frameworks and curricula, advancing leadership expertise beyond baseline training+ Execute ongoing technical and personal development training classes, ensuring enterprise-wide continuous learning and development + Synthesize leader performance data and develop targeted coaching strategies, while addressing and improving leadership behaviors+ Establish and refine processes to measure and communicate the impact of coaching programs, aligning with key business objectives+ Maintain a cadence of proactive communication with stakeholders to create and deliver impactful training content, tailored to various organizational levels+ Flex strategic planning and consultative skills to identify and recommend improvements to training delivery and processes+ Pioneer cross-functional projects for the design, implementation, and evaluation of leadership development initiatives, ensuring alignment with customer care leadership vision and objectives

+ Conceptualized, designed, and streamlined processes and programs aimed to spark operational change and customer retention; evaluated the success of customer engagement and quality by conducting audits, analyzing performance, and tracking progress+ Spearheaded employee engagement and retention strategies by coaching employees on key customer service techniques and company policies; conducted performance reviews and feedback sessions to optimize performance + Directly managed (50+) employees and executed hands-on, applied-based training programs to train and coach employees on processes and company policies+ Synthesized employee performance and store metrics to increase productivity and tailor training techniques; conducted 1:1 meetings for low-performing teams to generate solutions, discuss best practices, and promote business areas+ Leveraged robust data analysis acumen to own projects focused on analyzing, visualizing, and cleaning data to tell a clear and concise story across an enterprise with 10K employees + Ignited creative, critical thinking techniques to eliminate quality assurance redundancies, drive B2C sales revenue, and support future technology product changes + Served as a cross-functional subject matter expert by leveraging strategic planning and technology to spark positive, interactive learning for newly acquired locations, while devising consultative strategies and analytical abilities to deduce training needs and effectiveness+ Crafted data visualization programs aimed to present actionable recommendations, increase insight into performance, and influence customer-centric decision making

+ Rendered expertise on best practices for planning and facilitating organizational development initiatives and people leadership concepts and methodologies + Enhanced training effectiveness and fostered cultural change by conducting organizational needs assessments to enhance the effectiveness of training areas+ Attended, observed, and facilitated coaching and leadership sessions – on a daily, weekly, monthly cadence – resulting in an uptick in local sessions from 75 percent to 100 percent+ Catalyze project completion and strict deadline adherence for learning and performance support projects by identifying and managing business requirements and challenges, mobilizing and coaching internal stakeholders, and maintaining informed on workstreams+ Drove success for the implementation and development of new tools and processes by maintaining a strict adherence to deliverables and holding stakeholders accountable + Implemented a Asurion Everyday Leadership Coaching Program and structural elements to unlock success and engagement for leaders across the supply chain space + Acted as a strategic counselor to key stakeholders to solve critical problems and alleviate issues impacting productivity and efficiency + Accelerated development across various audiences – including executive management and individual contributors – by leading the implementation and education of new tools

+ Sparked team success by orchestrating training programs and tactics to foster awareness, education, and implementation of behaviors, critical business processes, management approaches, and successful operations+ Elevated team member customer service, success, and satisfaction outcomes by leveraging customer care activity, collecting customer feedback, and implementing process changes + Ascertained and synthesized employee complaints to quickly resolve challenges and issues, while providing step-by-step guidance under tight deadlines+ Fostered positive customer attitudes and demonstrated customer success strategies by operating with swiftness, confidentiality, and proactiveness + Governed action plans and results delivery and attainment by deploying relationship building tactics, leveraging key performance data, and tracking goal attainment and progress.