Kimberly L. Walker Email and Phone Number

• Conduct PQi® assessments to evaluate partnering tendencies and facilitate workshops to enhance trust and collaboration within business teams.• Develop customized strategies to improve team dynamics and foster a culture of effective communication and mutual respect.• Successfully increase team productivity and efficiency by implementing tailored solutions based on assessment results.

Brand Champion award for Customer Support Training Transformation in October 2019. Led a high performing team of Instructional Designers and Program Managers to support Customer Care and Operations learning curriculum (virtual, instructor-led, video, eLearning, gamification). Cultivated quality relationships with key business partners and learning colleagues in the field. Identified innovative approaches to learning and development that achieved time to proficiency gains and created sustainable knowledge acquisition. Drove delivery of programs in accordance with agreed timeline, scope, budget and quality objectives.

Decreased cost to the business by $1+ million/year by reducing Tech Support training by 5 days (6-week rapid development). Metrics revealed agents who participated in updated Tech Support curriculum hit their 90-day goals at 60-days. Recruited and led highly skilled Instructional Design team to develop blended and engaging adult learning. Key member of RFP team in selecting vendor for transformational redesign of New Hire Tech Support training. Created Lifecycle Maintenance process for ensuring timely and accurate updates to curriculum. Cultivated quality relationships with key business partners and learning colleagues in the field. Oversaw the financial health of budget to ensure program viability.

Implemented redesign of customer-facing website to include content from television and radio shows. Optimized SEO for entire website, resulting in a 50% traffic increase. Led team of 4 Content Strategists, responsible for editing and publishing content to website, desktop and mobile apps. Enforced policies for website content channels, discoverability, workflows and intellectual property.

Successfully managed $20+ million budget for large corporate customers. Led and motivated 30+ virtual resources nationwide. Built close partnerships with executives, team, employees and customers, to deliver exceptional results. Ensured compliance with program, project and governance methodologies. Drove delivery of programs in accordance with agreed timeline, scope, budget and quality objectives. Recruited resources to enable successful and timely completion of projects.

Led team to overhaul new hire program to blended and engaging learning for all employees. Planned and executed successful leadership conference for over 300 worldwide staff. Created mission statement and goals for training department. Partnered with IT department during transition of staff from current email server to cloud-based email.

Developed and managed projects for large clients. Created client installation documentation for IT network and hardware solution. Project managed assigned projects from start to completion. Developed and designed online training for multiple departments.

Supported strategic direction of team through the successful design and development of content for AT&T Call Center Agents. Reviewed and participated in the approval process for new hire and continuing education training content to ensure required change requests are developed, approved, and executed. Received 'Celebrate Performance Award' after being an employee for one month.

Developed and facilitated courses to key customers, distributors, and operations employees globally (international travel avg. 40%). Provided team and management with detailed reports regarding current and future projects. Fortified relationships with existing customers by providing exceptional customer service. Partnered successfully with operations, engineering and sales to produce quality training. Trained customers in: England, Scotland, Ireland, France, Italy, Germany, Austria, Czech Republic, Latvia, Argentina, Chile, South Africa, and the United States.

Promoted to create and present courses on MCI products and network elements across the US via live web, interactive distance learning, and MCI-TV, in classrooms and the field. Recognized with All-Star awards for accomplishments. (Delivered training via: live broadcast tv, eLearning, VILT, web-based, instructor-led classroom, videos).