Developed and implemented organizational plan for enterprise-wide Learning & Development function supporting multiple lines of business. Implemented process improvement initiatives that led to $50,000 savings in annual training expense.KEY ACCOMPLISHMENTS:- Created roles and recruited talent for the design, multi-media and knowledge management functions- Initiated the use of video and eLearning, increasing speed-to-market and expanding modalities of content distribution- Partnered with senior leadership team to initiate organizational change model for corporate acquisitions, combining 3 training functions into one centralized organization- Developed and documented standard work and documented processes for all training functions- Procured and directed the implementation of a state-of-the art Learning Management System

Lean management practitioner and executive coach responsible for the training, installation and continuous improvement of lean system within the Information Technology organization- Developed and facilitated a 10-course Senior Leader Learning Journey program for the implementation of lean practices for IT senior directors- Led root-cause problem solving and value stream mapping sessions resulting in the improvement of VOC (Voice of the Customer) and employee recognition programs- Launched continuous improvement practices and methodology within Global Specialty IT organization- Provided consultation, coaching and support for the development of lean management practices

Leader of instructional design organization responsible for developing training solutions for 5000+ Personal Insurance Distribution employees in Sales, Service and Support representing over $1 billion in written premium.- Led the development of innovative onboarding program for sales representatives that reduced training time to proficiency by 25% and increased sales production while in training by 50%- Realigned, organized and launched consultative cross-functional training team- Developed and implemented onboarding program for frontline supervisors- Designed online performance support training platform for frontline employees- Launched organization-wide consultancy evaluation program

- Managed a group of instructional designers, training specialists and web content developers responsible for developing training and communication content and strategies for a 5-site, 1000+ seat call center group.- Developed new hire curriculum plan that reduced training time by 20%, saving $500,000 in annual training expense and was awarded an Excellence in Practice Citation by the American Society of Training & Development- Designed new hire onboarding program that optimized the proficiency of newly-trained representatives, hitting desired metrics 4 months faster than previous classesCreated and implemented multiple training programs aimed at providing measurable lift in the areas of customer satisfaction, quality, lead-generation and average handling time- Designed and established a performance support intranet site to give participants an online resource for training materials, job aids and just-in-time training modules- Developed an online coaching toolkit for managers to use in the development and coaching of frontline employees

Insurance Service RepresentativeTraining SpecialistCustomer Service ManagerRegional Customer Service ManagerTerritory Underwriter/Commercial Rating Manager

- Advertising Writer - TeleService Supervisor- Sales Manager