As the Manager II of Learning and Development at Walmart Specialty Pharmacy, I am empowered with the responsibility of facilitating the growth and development of our specialty pharmacy. My role revolves around designing and executing comprehensive training programs that provide our team with the knowledge and skills necessary to perform in a dynamic pharmaceutical environment. I am committed to using innovative learning strategies that align with our organization's strategic goals, promoting a culture of continuous growth, and ensuring that data-driven analysis underpins our training initiatives. By managing high-performing teams and providing mentorship, I have played a key role in cultivating a collaborative and growth-oriented work culture. My experience extends to change management, where I coach employees through transitions while minimizing disruptions, and I uphold strict compliance and quality assurance standards to maintain excellence in our training programs.Curriculum development is also a key focus, where I draft engaging and effective learning materials that promote learning outcomes and cater to the unique needs of our team. Moreover, I am proficient in harnessing learning technology to streamline training processes, making learning accessible, engaging, and highly effective. My commitment to the advancement of learning and development is a cornerstone of our organization's success in the pharmaceutical industry.In addition to L & D, I also lead and manage the Quality Assurance team, with a specific focus on call center operations. In this role, I ensure rigorous compliance and the maintenance of the highest quality standards, not only in our training programs, but also in the day-to-day interactions and service provided by our call center team.

• Lead a team of 80 through daily operations by setting expectations and holding staff accountable to performance targets.• Act as the first point of contact for all customer escalations by effectively listening to concerns and offering alternative solutions.• Evaluate compliance with external regulatory requirements, including HIPAA, PHI, and company confidentiality guidelines.• Source, interview, select, and train new staff members, including front-line, team leads, and higher-level supervisors.

Staff Management:- Coach and mentorstaff on individual qualitative and quantitative results including productivity levels to ensure effectiveness and efficiency of workflow;- Review and audit work progress and output to ensure data quality standards are adhered to and proper data collection standards are followed;- Update training materials, develop and deliver technical training curriculum, and data processing policies and procedures to staff.Human Resources:- Assign work directly to all staff; monitors outcomes for accuracy, timeliness and quality;- Manage the Performance Management process: set clear accountabilities, determine performance targets and communicate to staff; provide timely and honest performance feedback; coach and mentor staff to manage performance effectively;- Determine and approve merit increases, authorize overtime and discretionary leaves of absences;- Determine and approve personal learning plans and development initiatives;- Identify workforce requirements, determine the need to fill vacancies; conduct interviews and determine the successful candidate(s);Stateholder and Relationship Manager: Investigate, respond to, and resolve, escalated internal and external stakeholder inquiries and requests received through the Customer Contact Centre, direct incoming calls/emails, and/or in-person visits to the Field Office; Liaise with internal stakeholders and external agencies to develop and maintain standards for the data integrity of condominium and parcelization assessments and to obtain documents required to complete the valuation process; Maintain relationships with federal, provincial, and municipal agencies to ensure communication of special property exemptions, severances, and other regulatory exemptions; Manage working relationship with third party vendors to ensure the timely receipt of quality data to complete various work duties including severance activities, plans of subdivisions and condominium creation.