• Define and design succession planning process for senior leadership including presentations, talent profiles, talent pools, talent flags, and lineage charts.• Define and design performance management process including goal setting, development plans, mid-year reviews, and year end reviews.• Create employee performance support materials including step by step instructions, e-learning modules, live training content.• Create employee performance support sites with FAQs, system demonstrations, project communications.• Create stakeholder communications to outline process steps, project progress, and role expectations.

• Responsible for the analysis, design, development, implementation, and evaluation of training initiatives across all organizational roles including contact center agents, drivers, and technicians.• Managed and developed team of instructional designers, technical writers, and classroom facilitators with a focus on end user experience and knowledge acquisition.• Authored e-learning modules for new hire programs and organizational process enhancement projects including voice overs.• Authored training and development policies outlining tasks, roles, and responsibilities for training organization and subject matter experts.

• Directed the design and creation of e-learning courses ranging from audit courses, new hire training, and behavioral soft skills training.• Designed and developed e-learning modules through needs analysis and interviews with Subject Matter Experts.

Intranet Manager• Managed the direction and day to day operations of internal website serving over 2600 users, with direct reports in 4 locations.• Developed user-centered intranet web pages for Customer Service business units (procedures, job aids, FAQs)• Active member of several strategic project teams focused on then enhancement of end user knowledge and performance.• Served as resource on documentation standards and instructional design.Performance Technology Consultant• Designed and maintain web technologies for the Customer Service intranet enhance information retrieval for customer service departments across North America• Mentored associate performance technology consultants with focus on employee performance support.• Authored articles for customer service intranet newsletter.Training Specialist• Facilitated stand-up training for customer service departments including core curriculums and new hire programs.• Created and maintained procedural documentation for the New Business and Call Center departments.