Susan Peabody Email & Phone Number

United States

Angel Fire, Nm

Current: website management for Natchez Food and Wine Festival, Tourology and Rolling River Bistro.

Madison, Ms

Technical Consultant in the Client Services Group, managing the Learning Management System for 240,000 global employees at Ernst & Young Corporation.

Madison, Ms

• Manage the training, development and continuous improvement initiatives for onshore and offshore Learning Administration team, in support of a client-facing Learning Management System. • Responsible for monthly reporting on progress and utilization to senior management and business unit executives. • Continually monitor, analyze and enhance training curriculum based on Internal and External Customer requirements.

Madison, Ms

Manage all Onshore and Offshore trainers for the Financial Services Group. • Continually monitor, analyze and enhance training curriculum based on Internal and External Customer requirements.• Analyze, design, and develop procedural training materials for Soft Skills development and functional requirements for the Financial Services Group.• Responsible for the Knowledge Management group within the Xerox ITSM group, with a primary goal to improve efficiency by reducing the need to rediscover knowledge.• Managed training and development initiatives for the Financial Services Group (FSG) of Xerox Services, with a global staff of 15.

Us - Ms, Tx, Ca, Sd, Ny

Madison, Ms

Madison, Ms

• Analyzed, designed, and developed procedural training materials for the Federal and Private Student Loan Servicing Division, including: Accounting, Borrower Processing, Post-fund Servicing, Collections, Skip Trace, and Monetary Processing.• Team lead on multiple Student Loan Servicing projects. • Developed proprietary software user manuals and curriculum for internal projects: Pre-fund, Post-fund, CRM, PULSE, AppWorks, Chase Online Admin Tool, Taxport-Dashboard, iPhone application.• Participated in a Process Documentation project of all functional business areas of Loan Servicing during the acquisition by ACS. The documentation was used for the design and development of training materials, leader’s guides, job aids, activities, and assessments for the employees assuming the servicing role from our Madison location.

Pittsburgh, Pa

Consulting Project Scope was to implement a Succession Planning and Workforce Development strategy. This included evaluating the existing talent starting at the management level; develop Position Profiles and Job Analysis, recruiting, retention, redeployment, and leadership and workforce development.Manager of Professional Development and Documentation

Warrendale, Pa

Responsible for the development & roll out of the following initiatives: • Leadership Development and Training using the Servant Leadership Methodology• Customer Service Training Program • Sexual Harassment and Abusive Behavior Training• Developed a Structured Mentoring Program for New Hires• 360-degree Feedback Assessment program• Technical Skills Assessments for Gap Analysis and Strategic Training Plans• Succession Planning • Executive Coaching and Training• Began and facilitated a Management Book Club• Managed the design and development of all training and reference materials for CTR Systems proprietary software products• Completed the documentation of 17 User Guides for proprietary software and hardware products• Secured $50,000 in Grant Funds for 3 consecutive years in PA. Funds were used towards the development of technical skills for employees • Led the Executive Management Team to streamline and document all major business processes• Executive Management team member in the selection process for new business software applications• Facilitated Train-the-Trainer workshops for CTR customer facilitators• Developed a Sales Certification program • Developed the CTR Policies & Procedures prototype• Created a Management aid called the Manager’s Tool Box• Developed and implemented enterprise-wide e-learning programs• Increased Training revenue from $410,000 to $870,000 in 2 years with no increase in the number of trainers• Successfully managed within the departmental budget annually• Designed and developed a prototype for all sales-related training

Santa Fe, New Mexico

• Developed training materials for the (Oracle) Customer Information Management System (CIMS) application (Electrical Utility Billing software)• Trained customers and employees in the use of the CIMS application• Conducted on-site customer audience analysis, needs analysis, and task analysis • Designed and developed training blueprints and templates for instructional materials• Facilitated pilot and customer train-the-trainer sessions• Developed and managed a Training Database• Scheduled and managed contract and staff trainers

Santa Fe, New Mexico

• Developed a strategic plan to increase sales and improve marketing efforts• Monitored and managed primary business measurements, including budget, revenue, and expenses. • Managed 7 employees• Managed all staffing and payroll activities• Increased student enrollment by 200% in 6 weeks

Dallas, Texas

• Designed and developed “priority service” training programs for the Global Consultancy Practice, within the Management Consultant Services group• Developed a strategic plans for multiple projects• Managed project work-plans using estimating techniques, including staffing, time, and budget requirements• Analyzed and interpreted research, while applying best practices to develop recommendations, solutions, and strategic plans• Managed 3rd party vendor in the development of the system design for a product engineering software tool• Project Lead for the development of the Real Teams product• Team Lead in the development the marketing video for the Real Teams product. Involved developing scripts, working directly with the Texas Production company and travel to the filming site in Los Angeles, CA.• Utilized and managed the three mediums of training – Computer Based Training, Instructor led, and self-study programs• Delivered courseware that included identifying critical success factors for practitioner experts• Monitored course deliveries and ensured all materials meet the standards set by the client

Dallas, Tx

• The Team-lead in Dallas, Texas for Bank One Corporation (The project was to consolidate 22 nationwide Regional Telebanking Centers into 2 facilities, one in Texas and one in Arizona)• Managed a team of 5 contract employees• Completed the analysis, design, development, and facilitation of training materials for a new Bank One Telebanking Call Center• Developed and facilitated train-the-trainer sessions for Bank One trainers• Developed a Coaching/Mentoring training program for Bank One coaches and trainers

Houston, Texas

• Using the Instructional Systems Design Model, designed and developed technical and soft skill training to support the Mortgage Lending division • Conducted train-the-trainer classes for subject-matter-experts to conduct regional training sessions• Facilitated Frontline Leadership Management skills training throughout the western US region• Liaison between the Retail and Mortgage Banking Divisions on sales and marketing efforts • Developed Weekly Communication Branch Bulletins• Designed and developed training sessions and User Guides for proprietary mortgage software, Home Equity Line of Credit, Regulatory Compliance, and company specific products

• Performed the analysis, design, development, and facilitation of training programs in the areas of Sales, Management, Customer Service, Total Quality, Process Management, and product knowledge• Designed and developed Personal Banker University to include core curriculum programs for beginner, intermediate, and advanced sales representatives in the Retail Banking division• Responsible for creating a Sales Culture, by developing and implementing the Professional Banker Program• Conducted focus-group research, and analyzed the data for Customer Service strategic goals based on best practices• Team Lead for the production of training and marketing videos• Designed and developed a proprietary Interviewing guide, Process Management program, and New Hire Orientation program

Greater Chicago Area

• Generated sales leads and developed client business for Systema’s entire product line of Sales and Management Improvement Technology Systems (in the Chicago metropolitan area)• Instructor Certified in the Systema Selling Dialog training programs• Facilitated and coached managers on their 360-degree Sales and Management Feedback Results

Chicago, Illinois

• Assisted senior consultants with large-scale Organizational Change projects and Customer Focus Awareness projects• Performed Quality Methodology research involving Crosby, Juran, Deming and other Japanese business management practices• Conducted Benchmarking Research of Best Practices, which included content coding and data analysis• Managed the logistics, budgets and profitability measures for the consulting division

Bs, Sociology & Psychology

Education record

Education record