Operations program manager who led initiatives for 180+ portfolio managers (client liaisons) using data-driven research and analysis to drive new initiatives with tracking metrics that provide a clear individual and global understanding of the initiative's progress. I transformed the data into digestible visualizations, especially in the form of pivot tables, that could be presented to executive leadership and team leaders to coordinate the initiative long-term. Initiatives included goals such as increase profit, expand market share, improve client retention, boost sales and more. Results and updated were updated and embedded on a SharePoint resource page.I also spearheaded the design and development of numerous learning resources and just last year I facilitated the 200-person software training and transition from Salesforce Classic to Salesforce Lightning.

Change management manager who utilized Prosci's 3-Phase change management process and ADKAR model to prepare the org. for new implementations of business changes such as processes, procedures and software. I designed, developed, and facilitated several courses, trainings and e-learning accumulating well over 1,000 training hours since 2020. I managed and conducted a weekly virtual onboarding program for all company new hires on their first day. The course required immense flexibility and classroom management since it was typically users first virtual experience with their new technology. The highly regarded course consistently garnered an overall satisfaction score of 98%. I also led the creation and facilitation of another weekly course that maintained 96% OSAT.I also led our company's 300-person conversion to a new phone system using the Prosci 3-phase change management process. First, I prepared our approach by formulating a change strategy, designating a sponsor coalition, defining goals, success, metrics, key stakeholder roles, and impacted teams, identifying resistance factors, assessing learning gaps, and outlining deliverables and timelines. Second, I managed the 250 person change by using the Prosci ADKAR model to design and coordinate sponsor communications, instruct managers how to host conversations, manage stakeholders, administer readiness assessments, involve users in creating content, institute an incentive program, train SMEs, design and deliver formal training, manage scheduling and attendance in an LMS, construct job aids, create and lead a support channel, build a SharePoint resource center and launch the system on time. Finally, I sustained outcomes by completing project performance reviews, hosting update meetings, organizing content into onboarding materials that teams could replicate, utilizing audit evaluations to identify early gaps, tracking compliance and transferring ownership of future trainings, resources, and audits to the teams.

Onboarding and training leader who provided expert facilitation, coaching, and classroom management with in-person and virtual courses ranging from one hour company introduction events to three week in-person trainings to self-paced e-learnings in an LMS. The ADDIE instructional design model was utilized to create content for all these Learning & Development productions.For example, I used ADDIE to construct distinct learning courses following the analyze, design, develop, implant and evaluate model. To begin I conducted a training needs analysis to analyze any content that already existed, define organizational goals for the course, identify required knowledge and skills, outline measurable learning objectives and the necessary resources. During the design phase I created a rough prototype and layout, involved stakeholders to garner opinions, map evaluation methods, and solidified the education strategy and communications. This carefully constructed plan was the building block for the development stage where the course was created in full and I conducted quality assurance tests among my teammates and subject matter experts ensuring the product aligned with the design specifications. Eventually the course was added to an LMS where I could assign it, track attendance, and deliver the training. The final evaluation phase consisted of client evaluations, improvement proposals, and evaluations of the creation process.In another case case I transformed a three-week full-immersive onboarding training program into a one week virtual event. I created numerous new resources and job aids to build completely new lesson plans, facilitator's guides, and learning checks to ensure employees would still receive the necessary knowledge to perform their daily job duties and after training, obtain reinforcement of the concepts and ideas learned in the training. Resources include SOPs, guides, workbooks, learning games, case studies, PowerPoints, and more.

Data specialist who meticulously entered client data regarding line of credit requests while using a robust knowledge of complicated financial policies and procedures. I also worked cross-collaboratively with other teams to resolve all client issues while maintaining a client email inbox. Additionally, I served as a subject matter expert that mentored recent onboarding graduates to provide transitional support or additional training. We connected regularly in-person and virtually to hone their new skills, affirm that proper financial protocols were being followed, and provide exceptional customer service.