Delivering learning and development consulting and fractional Chief Learning Officer services to nonprofit, governmental, and corporate clients.

Reporting to CHRO, headed L&D function for global services for networked, multilingual audience of +3K across +30 countries. Consulted on mentoring, learning event management, instructional design, and presentation/facilitation skills. Owned learning management system, including selecting vendors, branding/promoting system, overseeing administration/helpdesk, and creating and organizing content. Directed L&D and translation services vendor management. • Graduated +350 learners in leadership and +300 in project management by managing leadership development, workforce skills development and coaching programs. • Attained service access for +2,500 non-native English-speaking employees working in alternate time zones by expanding linguistic and geographical accessibility to services and communications, nurturing global engagement, community, and inclusion.

Established and led content program for largest, internal developer conference series for conference circuit across North America, India, and Europe. Assessed community skill/knowledge needs for +50K global developers. Developed and led volunteer teams of 5-15 to drive track development and presenter training.• Trained +60 presenters to deliver +100 sessions across 9 events by building and promoting track owner/presenter tools, resources, and training program, including tracking/managing session development and promoting content.• Promoted and managed content reuse, amplifying the learning impact of the events in a cost-effective manner.• Achieved content quality scores of 4 and presenter experience scores of 4.1 on 1-5 scale by ensuring relevant content, engaging activities, and substantive presenter coaching.

Developed and directed program to drive performance and retention through customer-sourced recognition across a network of over +5K associates in sites across 10 countries. Designed and implemented strategic plans, quality monitoring, and outcome reporting. • Improved recognition-driven engagement through multiple channels (corporate, site leadership, peers, and sellers) by partnering with leadership to design initiatives for associates. Positively impacting associate performance and retention.

Established and led an international program to meet the training volume needs of the Seller Support division, including in-person/virtual train-the-trainer, goal achievement, program adherence, and promotion. Met L&D capacity and quality requirements of 2,500 to +5,000 associates across 10 countries. Determined training needs to meet staffing/performance goals in collaboration with stakeholders.• Certified +750 mentors and trainers by designing and implementing all strategic plans, programs, quality monitoring, and reporting on outcomes of trainer- and mentor-training program. • Expanded training capacity by approximately 200% and increased retention, engagement, and internal associate promotion by directing professional development program.

Led international, 40-member team to meet learning/performance needs of associates across 9 countries and company growth and performance needs. Developed strategic plans, implemented new programs, monitored and improved performance and engagement of associates and trainers. Guided delivery of training, testing, and performance outcomes measurement and reporting, including lessons learned for continuous improvement.• Boosted efficiency and quality while growing associate population from 1,800 to 2,500 by partnering with stakeholders to determine/fulfill L&D needs to meet global staffing goals. • Maintained less than 5% regretted attrition by managing, developing, and expanding team from 20 to 40 in 2 years.

Delivered instructional design, training, and HRD consulting services to large governmental, corporate, and nonprofit clients.• Designed home health aide curricula for International Service Employees Union.• Developed new hire training for Credential Center of Port of Seattle Sea-Tac Airport.• Delivered technical consulting and content development for eLearning on physician-delivered tobacco cessation counseling for Free & Clear, Inc.• Established and led in-person/virtual professional development group for practitioners in L&D/HRD field to share best practices.

Delivered instructional design & HRD consulting services to large corporate clients.• Developed a range of educational and skills training and provided OD infrastructure consulting for a major aerospace manufacturer.• Designed & built leadership training for a major package delivery service.

Provided consulting, development & implementation of learning services, company-wide.• Assessed business and learning needs to design and implement a wide range of competency-based learning tools and instructional events to improve productivity and service quality for 230 call center staff.• Developed cultural competency training to provide culturally appropriate services to target populations such as Latino and Native Hawaiian communities.• Ensured full clinical training and testing of over 200 new Tobacco “Quit Coaches” and clinical orientation training and testing of over 50 executives, managers and other non-clinical, professional staff. • Developed solutions to new training challenges, e.g. remote call center & home-based staff.• Consulted to all departments on learning issues; embedded instructional design into product development process. Developed educational publications to promote a culture of ongoing learning company-wide.• Established and built the training department, including: strategic planning, organizational structure and systems design, and hiring, training and managing training department staff.

Delivered on-site training to grantee organizations of public access computer systems.• Assessed learning needs, developed training plans, and performed trainings for public libraries and other grantee organizations. • Installed public access computing systems in over 50 sites and trained over 350 library staff.• Developed and evaluated curricula, publications and other educational material.• As a member of the Web Junction Portal Committee, participated in the development of an ongoing professional development and resource web portal targeting non-profit organizations that provide public access computing.

Developed & managed all HRM & HRD services. Developed product training programs & educational materials for corporate customers.Education Programs Manager• Initiated and developed comprehensive product training program including trainer training, trainer-led curriculum, and a web-based, self-directed course.• Led cross-functional team to infuse adult learning concepts into marketing and support materials.• Produced other educational materials, including monthly educational column to increase customer satisfaction and use of product and raise adoption rate of new features. Director of Human Resources• Developed and established employee handbook, designed to set policies and reduce company liability.• Oversaw content development for company intranet used company-wide as centralized portal for HR information and forms. • Responsible for creation of all HR-related due diligence documents and reports

Led customer education programs, establishing GTE as a thought leader in its market.• Designed content for customer and industry website to market product and educate customers on new technology and trends. • Coordinated and facilitated popular, semi-annual customer educational event. • Established industry Advisory Board. Coordinated / facilitated Advisory Board events to obtain input on product evolution. • Planned and managed customer appreciation events to encourage customer loyalty. • Demonstrated software products at tradeshows and other promotional events. Trained staff on Internet product.

Established & managed all HRM, finance, administrative & facility operations.• Designed and administered all human resources systems and programs, including benefits and payroll. Developed all hiring, review, separation processes and forms. Recruited, and evaluated applicants. Assured compliance with employment law.• Managed company accounts and oversaw budgets; performed financial analysis, designed financial forecasting model, developed internal information systems, prepared finance and other reports.

1992 to 1993: Community Education – Nurse Practitioner Training Program Assistant1995: Community Education - Curriculum Developer

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