Provide internal consulting to the organization and its leaders in order to assist in driving successful business results and team effectiveness.Ultipro Implementation PMBenefits Administration 401(k) Administration Licensing and CE Compliance and Governance

Develop, design and execute corporate learning strategies in support of organizational goals. Manage the learning experience to enhance consistency with company philosophy and company-wide strategies.Project management for cross-functional implementation projects in Training and Development, IT, HRISContact Center Operations SMEResearch, vet and develop relationships with external training vendors to manage leadership competency training. Researched, selected, vetted and implemented new LMS platform Administration of LMS and knowledge management Develop curriculum and design training courses in support of corporate vision, values and mission statement. Conduct needs assessments and identify performance gaps. Identify training best practices to ensure alignment with company needs. Collaborate with internal business partners to create industry-specific course content.Create processes for coaching, mentoring and supporting metrics.Correlate customer satisfaction and quality analytics and implement process improvement programs to drive gains in customer experience scoresIdentify and execute interventional development processes to improve performance and engagement.Develop internal training processes in support of brand identity, best-in-class service mentality, leadership development and change management training.Develop training programs and career path strategies for high-performing, high-potential employees.Identify and facilitate need-based psychometric training (DiSC, behavioral assessments, "EQ", change management and situational leadership) training courses.Conduct train-the-trainer sessions across all levels of the organization to align interdepartmental goals and dependencies.Succession Planning development

New business development in the technology sector; Managed services, SaaS, Hardware, Software and Data Center ServicesTraining across all IT business segments, end-user focuses as well as responsible for B2B train the trainerManaged VAR and channel partner relationships for various technology brands such as Dell, Cisco, Symantec, VMWare and SmoothWallCisco Certified Sales EngineerInternal operations management Drive revenue through deeper penetration of services with a key accountsCustomer relationship management Implementation project management Vetting of new technology platforms for new and existing client base

Managed team of enrollment specialists in a high volume, high-stress, contact center environmentAssisted with management support of help desk team - interimManaged vendor partner relationships - outsource service providers Project management Implementation of process improvement projectsNeeds analysis and skill gap assessmentsTraining and DevelopmentCross-functional team responsibilities for technology related improvements and implementations

Developed and facilitated training in multiple formats including classroom training, electronic learning, multimedia programs, and other computer-aided instructional technologies, web-conferences, workshops, and virtual training designsApplied adult learning principals in the assessment, recommendation, and delivery of trainingDeep understanding of training trends, developments, and best practicesKept abreast of and leveraged learning industry trends to foster greater efficiency and deliver innovation and positive learning experiencesWorked with cross-functional teams to develop and implement the training strategy for Sales and Service functionsMonitored, evaluated, and reported on training program effectiveness to Operations, QA, Call Center Management TeamLeveraged data and evaluation findings to inform training and education efforts

CheckFree (Prior to acquisition by Fiserv.)Led process improvement initiatives for Dublin, Oh contact center, as related to Quality Assurance in the customer facing business segmentsManaged team of QA employees Developed and implemented QA standards, documentation and process, site-wideLed QA cross-functional calibration session across all customer facing business segmentsMade recommendations regarding improvements to Training and Development processes and materialsLed customer satisfaction survey initiative, leading to significant increases in bottom line satisfaction scores

CheckFree (Prior to acquisition by Fiserv.)Develop and deploy new hire onboarding curriculaDevelop and deploy product training on-site with external vendors and B2B clients Represented Training Department on product development and implementation teams for client-facing software solutionsMeasure and report on training effectiveness for internal and external traineesNeeds and skill gap analysisDevelopment of SOP's and new system documentation for strategic partnerships with fortune 100 financial institutions, for outsource service functions