Global Operations; Mortgage, Vehicle, and Specialty Operations

•Facilitate Professional Skills catalog training to enterprise and team closed sessions in person and virtually. Emotional Intelligence. PowerPoint. Navigating Career. Thrive series. Time Management. Email Communication.•Facilitate in person and virtual, Community sessions for high schools, non profits and colleges. Grow Your Career. Communication. Customer Service. Banking Essentials. Time Management. Workplace Conduct. Adaptability. Economic Mobility Basics. Critical… Show more •Facilitate Professional Skills catalog training to enterprise and team closed sessions in person and virtually. Emotional Intelligence. PowerPoint. Navigating Career. Thrive series. Time Management. Email Communication.•Facilitate in person and virtual, Community sessions for high schools, non profits and colleges. Grow Your Career. Communication. Customer Service. Banking Essentials. Time Management. Workplace Conduct. Adaptability. Economic Mobility Basics. Critical Thinking.•Recorded five Train the Trainer videos for Community Ambassadors.•Lead Train the Trainer live sessions for Community Ambassadors in AMRS and EMEA•Communicate with Academy and Line of Business partners to evaluate the success of education solutions, to provide feedback on the learner experience, and drive employee training experience.•Direct discussion with LOB contact prior to closed sessions to understand how to tailor the session to fit their learning needs.•Support and Facilitate Campus and Connections enterprise on-boarding and Professional Skills training Show less

•Planned and executed weekly knowledge session across the CSA, remediation and QA teams to meet MRA, ad hoc and QA deviation needs. •Created new assessor on-boarding four-day training sessions. Multiple offsite training in Addison, TX with 4-7 attendees. Responsible for gathering SME content and organizing into the training deck, logistics, daily agenda with meals, delivery of some content and after training follow up.•2020b Training Initiative –Assembled a team of 6 assessors… Show more •Planned and executed weekly knowledge session across the CSA, remediation and QA teams to meet MRA, ad hoc and QA deviation needs. •Created new assessor on-boarding four-day training sessions. Multiple offsite training in Addison, TX with 4-7 attendees. Responsible for gathering SME content and organizing into the training deck, logistics, daily agenda with meals, delivery of some content and after training follow up.•2020b Training Initiative –Assembled a team of 6 assessors, coordinated and led training of the 2020b question set with 32 hours of instruction.•Organized and planned 3-4 monthly team Knowledge Sessions in order to meet the training needs of our global team. Regularly engaged with assessors via round tables and surveys, to better understand their needs to plan appropriate content.•Used CAMTASIA to record, edit and upload Knowledge Sessions for our SNAPshots channel. •Year over year ESAT involvement in team meetings providing suggestions to improve employee satisfaction.•Managed Rotational Program team members and summer interns, writing reviews, planned work assignments and conduct weekly one on ones.•Partnered with CSA COO for the summer intern project by the assembling of a team to coach and mentor 16 interns.•Created a focus group with representatives from the assessment, remediation and EVM teams with a remediation lead to discuss challenges faced during the end to end assessment process and develop solutions to bring back to individual teams. Show less

ITIL Foundations CertifiedCertified ITIL Practitioner•Contributed to the training document and facilitation of a two-day monthly Network Services Onboarding for new hires via classroom and web-ex. •Identified opportunity of improvements through ITSM processes review, analysis on customer feedback, service measurements and reports.•Partnered with key stakeholders to review, improve and redesign business processes and services as part of the Chief Technology Organization (CTO)… Show more ITIL Foundations CertifiedCertified ITIL Practitioner•Contributed to the training document and facilitation of a two-day monthly Network Services Onboarding for new hires via classroom and web-ex. •Identified opportunity of improvements through ITSM processes review, analysis on customer feedback, service measurements and reports.•Partnered with key stakeholders to review, improve and redesign business processes and services as part of the Chief Technology Organization (CTO) Network Services organization’s commitment to continually improving service delivery.•Developed and facilitate Serve Lifecycle Framework and Continual Service Improvement training. Show less

Global Technology & Operations- ITSM PMO•PMO support for ITSM Program with over 25 active projects (ITIL process deployment)•Organized and facilitated bi-weekly WebEx based meetings with program team to review currentchallenges with specific projects and update team on new or revised Enterprise Change Standards.•Performed Enterprise Change Standard Quality Assurance reviews using Enterprise Change test scripts, prior to submitting for formal QA to ensure 100% score.•Designed… Show more Global Technology & Operations- ITSM PMO•PMO support for ITSM Program with over 25 active projects (ITIL process deployment)•Organized and facilitated bi-weekly WebEx based meetings with program team to review currentchallenges with specific projects and update team on new or revised Enterprise Change Standards.•Performed Enterprise Change Standard Quality Assurance reviews using Enterprise Change test scripts, prior to submitting for formal QA to ensure 100% score.•Designed matrices and templates based on the DAIC process and Enterprise Change QA test scripts.•PPRT System- Maintain records and train existing and new team members on software functions and best practices.•Facilitated bi-weekly WebEx based meetings with program and project team of 20 to review currentchallenges with specific projects, update team on new or revised Enterprise Change Standards and train on enterprise wide software.•Scheduled web based training and activities related to continuous improvement activities within ITSM.•Adapted plans based on evolving project needs, conditions or issues that arose and ensured on-time delivery in accordance with the stated project goals.•Increased SharePoint repository of project templates to support the PMO Office using current and past projects to identify best practices.•Enforced existing program management office governance policies and procedures. Show less

•Developed and facilitated “Train the Trainer” sessions quarterly to provide national and localcompanies with on-site experts.•Solely responsible for all operational, content, financial and logistical activities of the training department, delivering 200+ professional development classes per year.•Facilitated over 150 workshops in NC schools’ systems during afterschool workshops and summer session, teaching teachers how to use software on the SMART Board systems for developing… Show more •Developed and facilitated “Train the Trainer” sessions quarterly to provide national and localcompanies with on-site experts.•Solely responsible for all operational, content, financial and logistical activities of the training department, delivering 200+ professional development classes per year.•Facilitated over 150 workshops in NC schools’ systems during afterschool workshops and summer session, teaching teachers how to use software on the SMART Board systems for developing their common core curriculum•Facilitated over 100 workshops in corporate settings teaching how to use the SMART board and the technology with their specific needs.•Scheduled, facilitated, and delivered web based and onsite training to clients on product functionality including Train the Trainer and end-user sessions for company key accounts.•Led class registration, fulfillment of materials, vendor management, budget analysis, forecasting, special projects, and escalation and remediation of issues.•Optimized training effectiveness by adapting modes of training delivery to meet client needs within budget and timeline.•Created step-by-step MS PPT training documentation for web applications and in person instruction.•Facilitated monthly and quarterly meeting with clients to ensure training goal alignment, review technology implementation process, and analyze employee feedback and product usage.•Worked onsite with clients post sale, to support continued success of technology roll-out and adoption initiatives.•SMART Education Consultant; SMART Notebook Certified Trainer•Exceeded $1.2 million in annual product revenue during multiple years by increasing sales in new and existing accounts with consultative selling strategies.•Exceeded sales goals by 125% in 2009, 150% in 2010, 149% in 2011, 132% in 2012 and 103% in 2013 Show less

•Assisted teaching with children in grades three-five to help them master assignments, reinforcing learning concepts presented by teachers.•Served on the PTA and school leadership committee.

•Contributed to increasing market share by personally exceeding required room and catering revenue goals. •Coordinated needs analysis meetings with clients and post event meetings to review execution of conference.•Acted as Manager on Duty, ensuring customer satisfaction and managing employees in all areas of the hotel.

•Maintained assigned account bases while developing new accounts•Prepared and delivered sales presentations to new and existing customers for advertising programs•Coordinated commercial taping sessions and accompanied clients to sessions•Developed relationships with media buyers for national corporation proper commercial placement within budget

•Received Sales Excellence Award (1998) for exceeding corporate sales goals•Reached or exceeded sales goals every calendar year 1998 - 2002 (2.4 million annual average)•Managed client needs within budget, including special programs, events, room blocks, and food functions•Trained new sales hires on Delphi system and internal sales processes•Increased sales through cold calling and attending state association meetings and trade-shows•Participated in national trade shows;… Show more •Received Sales Excellence Award (1998) for exceeding corporate sales goals•Reached or exceeded sales goals every calendar year 1998 - 2002 (2.4 million annual average)•Managed client needs within budget, including special programs, events, room blocks, and food functions•Trained new sales hires on Delphi system and internal sales processes•Increased sales through cold calling and attending state association meetings and trade-shows•Participated in national trade shows; traveled to neighboring states enhancing current customer relationships•Ensured guest satisfaction and managed staffing challenges as Manager on Duty requiring a 48 hour stay on property. Show less

•Ranked #6 out of 19 real estate agents in total dollar volume, producing over $1.6 million in annual sales