Facilitate Leadership Development Programs for existing and new leaders across the enterprise. Monitor, review, and conduct program evaluations to measure program effectiveness.Communicate Learning and Development strategy to bring awareness of programs while partnering with EHC via email and system communications.Partner with key stakeholders to ensure delivery of relevant, meaningful, and practical learning. Facilitate high quality training and Development Programs using various forms including group discussions, lecture, and platforms that supportt in-person or virtual.Lead New Employee Orientation virtually, professional skills, leadership, and emerging skills.Support leadership development Programs, promote and educate regarding leadership competencies in the workplace.

• Support all Center of Excellence leadership and employees to create an engaging employee experience with career development, coaching, and promote all HR solutions.• Partnered with leadership across the Retail Store enterprise with concerns to mitigate business disruption to address conduct issues and facilitate investigations to determine next steps within the PIP process.• Interview employees and provide support to employees through vulnerable experiences and cultivate an inclusive culture. • Reinforced policies and procedures supporting employees and managers through an end-to-end accountability process. • Support workflow of case management and investigations to ensure that all involved parties receive human and equitable treatment. Assist in tracking and reporting ad hoc requests via ERCM/CIPHER tracking system.• Respond and consult on employee concerns regarding performance, harassment, discrimination, misconduct, employee safety, etc.• Advise and support employees/managers on HR policy and procedures, PIP (Performance Improvement Plan) review, employment/labor laws and conflict resolution to promote a fair and equitable work environment.• Assist with compiling data for trends and analysis to create a plan to address organizational development. • Ensure compliance of all employment/labor laws through programs, practices, policies, investigations, training, and actions. Maintain current and complete understanding of Federal and State employment laws such as (Title VII of the Civil Rights Act, FLSA, ADA, FMLA, ADEA, sexual harassment, and NLRA). Protect the company’s interests by ensuring all legal requirements are met and complied with through proactive practices, investigations, and actions. Interpret and administer policies fairly and consistently within legal boundaries.

Manage and direct customer service leadership development framework, initiative and Leadership University. Provide consultations with customer care operations, VP’s, directors and senior managers nationally to create customized performance improvement plans. Collaborate with support leaders on change management and promoting a positive work environment for employee growth. • Strategically align with HR business partners to educate management and provide tools to successfully conduct LOA conversations, conduct effective coaching sessions, career pathing, time management, provide effective feedback, AMP (Accelerate My Performance) and design strategic action plans and initiatives to support site and organizational goals• Lead implementation of talent initiatives including High Performing/High Potentials programs (Magenta 4), building bench strength for employees seeking company growth opportunities. • Facilitate effective training utilizing methods including traditional instructor-led, co-facilitation, and virtual classes.• Successfully utilize positive reinforcement and adult learning techniques to promote learning and skill enhancements.• Identify training opportunities through working knowledge of the job and develop post-training support and reinforcement tools (Role Plays, Coaching Sessions and Training Labs) to sustain behavioral change and drive improved performance.• Connect call center leaders to appropriate programs to meet personal goals and business objectives (i.e.: Skill Soft, LMS).• Set goals, create individual development plans and observe coaching sessions to promote growth.• Advise during planning and preparation of cascading enterprise messages/learnings to the frontline.• Review content for instructional design team regarding all aspects of customer service leadership development.• Facilitate Virtual Workshops on Communicating in a Virtual World, Utilizing Tools & Technology (Webex) and Coaching.

Managed four consulting group trainers and 9 DIRECTV vendor facilitators in an overhaul of all inbound call center training programs utilizing a Train-the-Trainer approach while aligning team mindset and behaviors with company goals and objectives.• Evaluated trainer and trainee performance and recommended enhancements within the sales center training organizations.• Coached team managers on facilitation skills to maximize participant engagement during instructor-led training with role play, call listening, and group discussions.• Implemented an online training calendar (WILO) to maximize the effective use of training resources and ensure sales & marketing operations team had clear visibility of the training schedule by teams, leaders, and operations.

Conducted comprehensive 5-day training sessions for new hires along with knowledge testing and floor support to ensure accurate information was provided by customer service representatives regarding supplemental senior insurance. Trained new trainers on curriculum and best practices.• Held top 10% ranking out of 200 trainers maintaining a 100% graduation rate.• Effectively coached and mentored agents to ensure training retention and obligations were met while identifying customer needs with insurance products to maximum coverage for employee’s family.

Organized and facilitated sales, product and billing systems training for Business Class Sales employees on building rapport, earning customer trust, and meeting expectations through effective probing and discovery. Acted as a change agent to drive organizational acceptance and promotion of company strategies.• Directly collaborated with business class sales leaders to ensure successful department training and provided real time feedback during Regional/Area project meetings on workgroup observations (store visits, floor observations and business-to-business ride-along) for effective use of business acumen (tie to KPIs).• Analyzed course effectiveness and implemented improvements based on focus group data, conducted peer-to-peer observations and provided direct coaching and feedback.• Maintained attendance records and trainee progress reports while delivering training sessions on advanced sales skills, products, data, leadership management and cross-functional training using adult learning training methodology to ensure all learners’ needs were met.• Relayed curriculum and program effectiveness directly to curriculum design team and senior leadership.

Led numerous successful consulting projects for a variety of large corporations focused on change management, sales and service training, and new hire orientation. Provided additional guidance and support as a mentor for training leaders.• Change Management for DIRECTV to cultivate a sales and customer service directed approach for staff• Sales and Service Training for Universal Health, T-Mobile and Charter Communications• New Hire Orientation for Humana HealthCare

Established a formal training department for Capital One call center and collaborated with senior leadership and partners while developing successful curriculum that provided top level customer service training to meet and exceed company objectives.• Enhanced representatives’ abilities to meet daily call quotas, negotiated payment arrangements on past-due accounts while showing empathy to hardship situations to provide a positive customer experience and enhance company image.• Directed supervisors in post-classroom training to ensure representatives followed protocols on customer calls, department transfers, complaints and escalations, negotiations and all proper documentation.• Performed necessary HR Generalist functions including new hire orientation, onboarding and performance management.

Led training initiatives and development practices for team of 7 trainers nationally with focus on training strategies and requirements, as well as developing new hire training programs for collections and customer service departments.• Directly consulted with leaders of all lines of business with employee relations, compensation, create a positive work environment, teamwork, conflict resolution, and manage change. • Aligned with instructional design team, training directors and senior leadership to create training curriculum for sites in Missouri, Georgia, Alabama, California, Las Vegas and New York.• Collaborated with Director of Employee Development to plan and facilitate annual Training Strategy Meeting which united managers and employees from all National locations.