Tanner Ross Email & Phone Number

Portland, Or, Us

Phoenix, Az, Us

Leads the Member Education and Support Training team(s) that execute WebPT's application suite training strategy and its implementation, continually assesses its effectiveness, and adjusts as the company evolves. Regularly identifies training and developmental needs and drives suitable training initiatives to enhance employees’ skills and Member self-sufficiency.• Negotiated, purchased, and led the migration to a new knowledge management system• Improved team efficiencies by implementing process standardization and performance metrics• Led a team that received a 95% business partner satisfaction score • Led a team that received a 82% CSAT score on eLearning coursework• Improved knowledge base CSAT score 20% in 3 quarters prior to migration• Improved LMS CSAT score 29% in 1 year• Led the evaluation strategy for LMS courses resulting in 88% knowledge transfer

Worldwide, Oo

Served as a Learning and Leadership consultant during engagements with clients that were focused on implementing people-first, workforce transformation initiatives. In this role, learning solutions were developed and delivered using human-centered design to support topics such as DE&I, Future of Work, and HR policy and practices for global F500 organizations.• Played a critical role in developing a pilot solution that led to securing a contract valued at over $1 million• Implemented a digital learning platform supporting a diversity, equity, and inclusion training program for a targeted workforce of over 200,000 employees• Acted as an adult learning expert and multimedia developer for an engagement supporting the restructuring of a client’s internal HR policy and practices framework• Led the development team in a client engagement where custom, blended-learning assets were built to support a new marketing framework for a leading telecommunications organization• Provided learning advisory for the strategic approach to curriculum offerings for a leading internet technology company resulting in detailed user maps and a benefits case for learning implementation

Through the rigorous implementation of instructional design methodologies, learningprojects were developed to address identified knowledge gaps and emerging markets.• Partnered with a local EMR startup to implement a servant leadership trainingprogram that has increased employee engagement and leadership culture at the organization• Partnered with sales executives to design and implement a new salesmethodology training program that resulted in a 71% increase in ARR for 2020

Lake Forest, Illinois, Us

Regularly utilized formal instructional design methodologies to design and deliver learning projects across the North American Contact Center (NACC) organization. In addition, partnered with internal business partners to implement workforce transformation and process improvement solutions.• Owned the development and maintenance of the Canada-based new hire onboarding program working with stakeholders in the United States, British Columbia, and Quebec• Delivered expedited turn arounds on high visibility projects, resulting in successful deployments within the NACC organization for both Canadian and United States audiences• Designed and assembled a dynamic SharePoint website intended to increase talent awareness and education on career development opportunities• Successfully mentored and developed an hourly team member into a project-based, salary role

Lake Forest, Illinois, Us

Facilitated training programs for newly hired and developing team members in a growing North American Contact Center (NACC) organization of 1000+ customer service team members. Programs ranged from technical training on SAP transactions and people skilling.• Consulted with business partners to simplify and streamline knowledge documentation practices• Responsible for the cross-skilling and onboarding of new delivery consultants throughout the United States and Canada• Assisted with the development of learning program coursework and assessment materials• Redesigned, developed, and implemented a production transition program for team members that recently completed onboarding training

Miami, Florida, Us

Managed, developed, and delivered learning programs to a sales force of over 600+ associates, ranging from entry-level to second-level managers.• Developed and implemented a localized new hire onboarding program to be delivered in partnership with national learning content• Observed performance in the field and provided real-time coaching and assembled development plans for sales associates• Increased average training feedback rating to a 4.2 out of 5

San Francisco, Ca, Us

(RIF) Managed, developed, and delivered learning programs to rapidly growing sales and customer service teams of over 100+ associates. Training included sales techniques and technical training on the Zendesk CRM platform.• Developed and implemented the first onboarding program for the sales and customer service departments using formal instructional design methodology• Using Adobe Captivate and Adobe Creative Cloud applications, eLearning content was developed and managed for SCORM compliant learning management systems

Us

Acted as the sole trainer and team lead for the property and casualty division of the statistical processing department. Partnered with operational leadership to drive innovative solutions to increase productivity and quality throughout the department.• Developed and delivered the first formal instructor-led training program for the department of 100+ processing technicians resulting in an increase in learner engagement, performance, and quality scores by an average of 7% across the department• Collaborated with quality analysts to develop coaching plans for property and casualty associates resulting in a team quality increase of 10%• Led the development and organization of a knowledge management portal with the knowledge documents required to effectively book premium