Roger Whitacre Email & Phone Number

Dublin, Oh, Us

As a member of the OCLC Customer Support team, develops learning content, tools, and courses for onboarding new support analysts. Develops and delivers learning to Customer Support team when new applications are implemented and existing applications are upgraded. Learning content is developed as eLearning, one-on-one mentoring, and classroom courses. Collaborates with OCLC's Documentation team on delivery of KCS (Knowledge Centered Service) processes and learning. Provides Workday Learning (LMS) services as an LMS administrator.

Merrillville, In, Us

Served as a member of the Organizational Change Management team and tasked with developing large-scale technology training programs, and managing a global training team in meeting the training and development needs of internal and external stakeholders. Defined training strategies, deliverables, work plans, and curricula, ensuring consistency across training tools, channels, teams, and projects. Opened dialogue on processes, policies, and programs needed to fuel increased organizational and learning effectiveness. Acted as the LMS Administrator and prepared courses for digital deployment.➤ Directed program development and delivery for 9,000+ employees—for an enterprise-wide Chart of Accounts consolidation effort—leading 10 developers in producing materials for 28 instructor-led courses, 11 online courses, and 40 reference guides. Directed project involving executive reporting and tracking work plan with 1,200+ line items.➤ Led training initiatives within a program that separated a subsidiary into a public company, introducing the concept of recurring characters through online and classroom content; resulted in increased comprehension and retention.➤ Championed new training and delivery methods—YouTube-style instructional videos and cutting-edge development and delivery tools such as Biteable and Reflector—to capitalize on emerging practices in mobile training delivery and microlearning, ensuring the delivery of best-in-class resources with expedited development and delivery timelines.➤ Improved feedback solicitation processes, creating a new survey structure to extract expanded participant feedback, leveraging content to inform training instructional design and training program development.➤ Established new training design and delivery methods, created a train-the-trainer program, and elevated training program relevance through improved storyboarding, templates, and targeted personas throughout curricula.

Pittsburgh, Pennsylvania, Us

Consulted with clients initially as an instructional designer (2001-2004) and returned in a business analyst role (2011-2014), working with diverse organizations across healthcare, insurance, manufacturing, utilities, and communications industries. Partnered with clients—such as Trinity Health Systems and Green Mountain Coffee—to develop training resources in the form of curricula, reference and classroom materials, go-live support, and team leadership, managing projects from initial client outreach through solution delivery. Led a team of 7 instructional design professionals in the development of sound curriculum and training programs.➤ Delivered classroom training and go-live support for Allscripts on their Electronic Medical Record (EMR) application, designing messaging and training resources delivered to diverse audiences including physicians, clinicians, and medical staff.➤ Created employee development curriculum for a high-growth manufacturer, assessing organizational needs by conducting employee interviews, mapping existing workflows, and identifying gaps between actions and results. Effort drove the acquisition of a 3-year, multi-phase, $1.2M contract for training and development services.➤ Played a key role in increasing meaningful use compliance (up to 60%) through just-in-time education and staff coaching, working with a major healthcare organization to analyze EMR utilization and drive system adoption.➤ Performed analytical deep-dive to uncover root causes of low client satisfaction rates and high consultant turnover, earning an outstanding review from client for thoroughness of analysis and pragmatic recommendations.

Columbus, Ohio, Us

➤ Developed an interview process including a more detailed online application process and role-playing final interviews, which drove increased retention, heightened employee success, and strong engagement and morale.➤ Oversaw system implementations at more than 30 client sites, leveraging expertise to create a System Implementation Guide to ensure accurate configuration of each client’s system.➤ Designed and grew annual conference from a small, informal meeting to a ‘go-to’ customer-centered event; created preconference training sessions and customer support kiosks to deliver robust system training and support.➤ Directed customer implementations, facilitating preinstallation conferences and kickoff meetings, configuring systems with internal engineers, converting data and testing systems, and performing train-the-trainer sessions.➤ Monitored post-go-live performance and provided ongoing support, performing monthly regression and change order testing, and developing reporting dashboards which increased testing completion from 72% to 100%.➤ Directed 24/7/365 phone and online customer support center effectiveness, developing workflows and SOPs to steer actions and optimize outcomes; reduced average response time online from 12.48 minutes to just 4.71 minutes.➤ Achieved an average customer satisfaction rating of 4.6 on a 5-point scale, developing an internal training certification program which not only accelerated onboarding—reducing time by 50%—but delivered instant results.