Tracy M. Bezanson Email & Phone Number

Sacramento, Ca, Us

London, Gb

Austin, Texas, Us

San Francisco, California, Us

As a Training & Quality Assurance Supervisor at Affirm, Inc., I managed a remote team of Training and Quality Assurance professionals in progressive roles, supporting 350 agents in Risk Operations, Merchant Operations, and Collections. My responsibilities included overseeing project intake, prioritization, and resource allocation for learning design and delivery, in alignment with the learning strategy and annual objectives.I successfully identified training needs and developed customized programs to enhance staff performance, quality, and motivation. I directed multiple strategic projects, including two international expansion initiatives for outsourced agents and QA, while continually improving learning programming for scalability and adoption across teams.My focus on evaluating training program effectiveness led to data-driven improvements, ensuring optimal learning outcomes. I guided my team while re-engineering new hire training through a needs analysis, identifying best practices for each line of business, which resulted in an average increase of 9 basis points in post-training certification scores, increased feedback scores, and 100% employee retention.I developed and implemented an effective internal change management communication strategy and established a Subject Matter Expert Internship program to address the need for coaching from SMEs, providing cross-functional development opportunities and career development plans for high potential employees. My commitment to accountability in leadership earned me recognition and allowed me to promote junior team members to leadership roles.

Folsom, California, Us

As a Financial Literacy Education Manager, my team was dedicated to enhancing the financial literacy of community groups, students, local employer groups, and nonprofits. My efforts positively impacted over 1,000 participants through the design and implementation of a blended learning financial literacy program that incorporated various training methodologies. By aligning workshop topics with marketing objectives, I ensured that the program was both engaging and informative.In this role, I managed training schedules and capacity to guarantee the efficient delivery of educational programs, allowing participants to gain valuable financial knowledge and skills. My commitment to promoting financial literacy has left a lasting impact on the communities and individuals I have served.

Folsom, California, Us

As a Human Resources & Employee Relations Manager, I played a pivotal role in managing cross-functional teams on large-scale projects and providing supervisory expertise, including hiring, training, assigning work, and overseeing staff performance. I collaborated closely with other departments to ensure a high-quality and consistent experience across various people initiatives, such as performance management, HRIS data analysis, and employee engagement.I reduced organizational risk by effectively managing the continued development of the leadership team through coaching for employee relations, conducting internal workplace investigations, and creating progressive disciplinary action guidance. I also led the cross-functional implementation of the UKG/UltiPro Performance Management module, establishing best practices for performance evaluations and developing a competency model, resulting in an increase in efficiency in performance improvement and annual cost savings of $20,000.I actively guided diversity, equity, and inclusion initiatives by coordinating Employee Resource Group leaders and facilitating the launch of SAFE's first ERGs, driving a more inclusive workplace through various DEI events. During the pandemic, I demonstrated agility and adaptability by innovating remote management resources and workshops for leaders, supporting performance management, and fostering team connection in challenging times.

Folsom, California, Us

As a Manager of Leadership & Organizational Development, I managed remote teams of up to 11 employees, fostering an inclusive culture and supporting professional growth in progressive roles with increasing responsibility. I led planning and strategic talent management initiatives and leadership development programming for 750 employees.I focused on developing learning metrics, dashboards, and analytics to provide valuable insights into learner engagement and program effectiveness, enabling continuous improvement and addressing areas of opportunity. I designed a leadership development strategy with a strong emphasis on Emotional Intelligence and mindful leadership, incorporating DISC, Crucial Conversations, and conflict resolution coaching for managers at all levels. This resulted in a 9% increase in employee satisfaction and trust in leadership on annual surveys.I utilized computer-based training tools and technology-based training platforms to enhance learning experiences and outcomes, while developing and preparing various training aids and materials to cater to diverse learning needs and preferences. To surpass previous benchmarks, I incorporated experiential learning, video, and asynchronous virtual learning methodologies into my training approach. Furthermore, I leveraged assessment tools and instructional design strategies to create and enhance effective training programs.

Folsom, California, Us

As a Senior Corporate Trainer at SAFE Credit Union, I applied my knowledge of training methodologies, adult learning styles, and evaluative methodologies to create impactful training programs and measure ROI. I re-engineered and optimized the legacy onboarding program, resulting in higher employee engagement and improved leader satisfaction.Collaborating with external vendors, I provided specialized training solutions to meet organizational goals and objectives. I spearheaded SAFE's recognition as a "Best Place to Work" by facilitating its successful nomination for the Sacramento Business Journal for three consecutive years. I energized employee engagement by managing and guiding events such as high-achiever celebrations, employee anniversaries, and overseeing the administration and budget for the employee recognition platform.I also led the charge on Diversity and Inclusion initiatives with SAFE's executive team, promoting a culture of authentic inclusivity beyond policy. I provided coaching and support to the leadership team in employee relations, accountability, conflict resolution, and employee development, driving organizational excellence.

Radnor, Pennsylvania, Us

As a dedicated Training Manager at Airgas USA, LLC, I managed diverse training initiatives across the 7 western states, leading national training initiatives, core strategy training, and coaching incoming training professionals. Key highlights of my role include:- Delivering culture-defining customer service training as a key member of the "Core Strategy 2" training initiative, leading and training managers and supervisors in using an interactive feedback model for employee development and recognition.- Leading a successful train-the-trainer program, mentoring junior trainers with intensive feedback and coaching to enhance their skills and effectiveness.- Ensuring the success of the Cornerstone Learning Management System by promoting increased usage, ultimately achieving top-ranked regional status for LMS usage nationally.- Efficiently providing comprehensive HR support, including onboarding, compliance training, safety training, employee relations, performance appraisals, and recruiting, ensuring a well-rounded and supportive environment for employees at all levels.

Radnor, Pennsylvania, Us

Charlotte, Nc, Us

Training & Development FacilitatorProject Team Transition Coach - Bank of America & Nationsbank MergerProject Team Learning and Knowledge Management SpecialistProject Team Technical Training and Documentation SpecialistLoan by Phone Account Manager & Underwriting SpecialistLoan Processing and Audit SpecialistOne of my notable achievements at Bank of America was being selected as one of 7 Coaches leading 200+ sales and underwriting agents through the transition during the BofA/Nationsbank merger, ultimately launching my career by achieving a role with the training and development team. Key highlights of my overall experience include:- Conducted first-ever Webex training for northwest agents, expanding reach and accessibility. Led national training for 1st mortgage sales and underwriting agents.- As Project Team Transition Coach, led 16 agents through the nation's largest bank merger at the time, with 15 promoted post-transition. Managed all training, change management, and documentation processes for seamless transition.- Aligned sales, customer service, and tech training through Training Needs Analysis during M&A process. Developed training programs and facilitated change management initiatives to ensure effective adaptation to new processes and culture. Monitored and evaluated training effectiveness for continuous improvement.- Consistently ranked top 3% in sales and underwriting of 2nd mortgages, HELOC loans, and other consumer loans.