Responsible for developing, planning, and coordinating a wide variety of training and career development programs for the Kansas City Region with 315 staff. Involved in aligning business initiatives and operational goals with creating and maintaining learning and development programs, curriculums, materials, evaluating training effectiveness and system capabilities to achieve company objectives. Hired and managed a team of 12 facilitators and trainers.Program Development═══════════════════» Managed the deployment for current and future programs in the LMS, training materials & tools, assessments, role play scenarios, and accountability measures that are role specific, utilizing a variety of media, video and e-learning courses. » Partnered with the Senior Management to assess, model and shape organizational culture and training and development programs that supported the Company’s business goals and objectives. » Continuously evaluated and reported training program(s) effectiveness, and implemented changes as needed.Drove a collaborative learning culture that engaged employees, managers, and the learning and development team as partners in building our organizational skill base.» Worked in partnership with leadership on large-scale organizational transformation challenges to align people, processes, and technology to meet strategic outcomes. » Acted as change agent and workforce champion fostering an environment ensuring short/long-term organizational effectiveness.

Part of the High Intensity Training Support Team to travel to 8 call centers throughout the region to facilitate 6-week new hire training classes. Coordinated all pre-training work, administering learning schedules and calendars, maintaining participant records (e.g., test scores, evaluations, and attendance), and ensuring learning is evaluated with post-training surveys.» Drove a collaborative learning culture that engaged employees, managers, and the learning and development team as partners in building our organizational skill base.» Conducted needs analysis focused on understanding business requirements and organizational environment to determine critical skills and behaviors, courses, and programs needed across the district to thrive. » Developed instructional designs and supporting materials in response to organizational needs, learning and educational best practice solutions.» Led the ramp up of new Facilitators, by co-facilitating three new hire classes to date, to support each facilitator until they can train their own class. This included observing the facilitator, providing feedback, and sharing best practices.» Consulted with internal stakeholders to create custom learning content, both web-based learning and blended learning.» Confidently used WebEx Training platform to conduct new hire training classes and provide daily one-on-one coaching of new employees to drive performance standards using ETS to monitor calls.» Partnered with internal business teams to define KPIs and success criteria including management reporting on operational performance targets, workflow coverage, utilization, output/productivity and quality.

Developed, coordinated, and implemented training strategies to support Customer Service and Telemarketing departments. Accountable for orientation, onboarding, program design, milestones, centering on client success, management & leadership, and systems capabilities to achieve company objectives.» Traveled to various call centers within our region to conduct new hire training, new process or product training for call center reps and Supervisors.» Continuously improved On-Boarding processes and programs to motivate agents to reach full proficiency.» Partnered with leadership and subject matter experts to assist is researching and designing curriculum that supported learning experiences for administration, middle management, and front-line employees.» Provided support and follow up with all aspects of their learning and knowledge application, such as in-class performance, individual development plans, and action plan implementation in order to ensure engagement and accountability. » Mentored and supported new leaders with the ongoing skills development to ensure managers in the program we4re applying learned principles and driving them forward to their teams.» Participated in various meetings with our Executive team and Convergys to coordinate the changeover to our new billing system and spearhead training of new workflow, launches, updates and migrations.