Thadd Allen

Enterprise Training Manager at City of Lakewood
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Contact Information
us****@****om
(386) 825-5501
Location
Aurora, Colorado, United States, US
Languages
  • English -
Skills

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Iris Flores

I had the pleasure of working with Thadd and he is an amazing trainer and person! He is funny, professional, reassuring and amazing leader. He is great at what he does and he will continue changing lives anywhere he goes! I am sure he will be successful in any position he takes on!

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Credentials

  • Building a Leadership Mindset
    Comcast University
    Apr, 2018
    - Oct, 2024
  • ADKAR Change Management
    Comcast
    Jul, 2017
    - Oct, 2024
  • Level One
    Comcast

Experience

  • City of Lakewood
    • United States
    • Government Administration
    • 400 - 500 Employee
    • Enterprise Training Manager
      • Mar 2019 - Present

      All things training related for the City of Lakewood. LMS Management, Content Design, Facilitation, Project Management, Executive Collaboration. All things training related for the City of Lakewood. LMS Management, Content Design, Facilitation, Project Management, Executive Collaboration.

  • On Tap Credit Union
    • United States
    • Banking
    • 1 - 100 Employee
    • Employee Development Advocate
      • Jul 2018 - Mar 2019

      On Tap Credit Union, Golden, CO July 2018 – Present Employee Development Advocate, Human Resources Notable Accomplishments • Vetted and purchased a state of the art LMS (CPD Online) for Training implementation. • Launched a New Hire Onboarding/Orientation experience. • Launched and Manage a New Hire Program for all departments within the Credit Union. • Implemented and managed all CUNA regulated Compliance training for the entire Credit Union. • Implemented a monthly Training newsletter which expanded into a company newsletter. • Created a Career Development plan in conjunction with our LMS (Skillsoft) • Ongoing communication with business partners to develop and implement training when needed. Responsible for managing the development and execution of learning curriculum, programs, and processes which support business objectives through growth and performance improvement. Create training content and support the goals of the credit union working closely with Operations and Executive teams to ensure consistent delivery of materials needed to identify business needs and opportunity for improving both business and individual performance. The lead Trainer, content creator and implementation specialist for the credit union in a L&D capacity. Before my employment here there was little to no training from a new hire experience. I have implemented a new hire training program to move away from a tribal knowledge mentality that was previously in place. Show less

  • Comcast Business
    • United States
    • Telecommunications
    • 700 & Above Employee
    • Business Services Care Trainer
      • Oct 2016 - Mar 2019

      • Lead Implementation of New LMS – Learning Nucleus (Inkling) to Business and Residential Platforms • Sr. Trainer onsite representing Comcast University as a consultant to our business partners. • Resident VILT expert with Telepresence provided by Cisco. • Facilitate and train 6 different call types in direct correlation to Comcast Business.• Take part in ILT with class size ranging from 10-30 learners. VILT up to 50 learners. • Some experience in content design using Inkling. • Maintain a leadership role for all learners in my classes while using superior time management skills. Responsible for managing the development and execution of learning curriculum, programs, and processes which support business objectives through growth and performance improvement. Implements and supports the goals of the business working closely with Curriculum Development and Communications teams to ensure consistent delivery of materials needed to identify business needs and opportunity for improving both business and individual performance. Part of a team of fourteen L&D Professionals that delivers training to the most complex Care and Advance Repair organizations in the company. Show less

    • Business Services Care Trainer
      • Oct 2013 - Oct 2016

      Notable Accomplishments• Launched a call queue new to Comcast and the industry for that matter called Accessibility. A queue designed to support customers with disabilities. • Facilitate and train 6 different Call Types in a National Center of Excellence. • Successfully train and coach 15-20 learners in a classroom environment ILT and VILT using Cisco WebEx Telepresence for up to 13 weeks in a dual biller format (CSG & Vision). • Experience in instructional design using Inkling.• Maintain a leadership role for the learners while managing the classroom and using proper time management. • Maintain a strong communication with our Business Leadership Partners to ensure smooth transition of policy, procedure and expectations of learners. Responsible for managing the development and execution of learning curriculum, programs, and processes which support business objectives through growth and performance improvement. Implements and supports the goals of the business working closely with Curriculum Development and Communications teams to ensure consistent delivery of materials needed to identify business needs and opportunity for improving both business and individual performance. Part of a team of fourteen L&D Professionals that delivers training to the most complex Care and Advance Repair organizations in the company. Show less

    • Customer Care Tier1, Tier 1.5 SME, New Hire Mentor
      • Mar 2012 - Oct 2013

      Notable Accomplishments • Provides prompt resolution to customer technical troubleshooting and support inquiries business class customer regarding all billing, technical support with internet, phone and television services.• Mentor new hire classes of up to 20 agents utilizing my experience and knowledge to push results. • Tier 1.5 Support in assisting 2-6 teams daily while still meeting company goals. • Work directly with supervision to call out on escalated issues to provide customer resolution. Provided a seamless transition for new hires from the training environment to the production floor. Subject matter expert providing assistance to new hires while on calls in an experiential capacity. Coached new hires to excellence abiding by company provided metrics. De-escalated customers due to dissatisfaction or continued issues with their accounts. Show less

  • Comcast
    • United States
    • Telecommunications
    • 700 & Above Employee
    • Care/Sales Trainer
      • Oct 2016 - Oct 2017

      Notable Accomplishments • Launched a call queue new to Comcast and the industry for that matter called Accessibility. A queue designed to support customers with disabilities. • Facilitate and train 6 different Call Types in a National Center of Excellence. • Successfully train and coach 15-20 learners in a classroom environment ILT and VILT using Cisco WebEx Telepresence for up to 13 weeks in a dual biller format (CSG & Vision). • Experience in instructional design using Inkling. • Maintain a leadership role for the learners while managing the classroom and using proper time management. • Maintain a strong communication with our Business Leadership Partners to ensure smooth transition of policy, procedure and expectations of learners. Responsible for managing the development and execution of learning curriculum, programs, and processes which support business objectives through growth and performance improvement. Implements and supports the goals of the business working closely with Curriculum Development and Communications teams to ensure consistent delivery of materials needed to identify business needs and opportunity for improving both business and individual performance. Part of a team of fourteen L&D Professionals that delivers training to the most complex Care and Advance Repair organizations in the company. Show less

  • FoodServiceWarehouse.com
    • Greenwood Village, CO
    • Fulfillment Specialist
      • Nov 2010 - Jan 2012

      • Processed new customer purchase orders via telephone, email and live chat in a small startup business environment for restaurant equipment and supplies. • Fulfilled orders with communication between the manufacturer and customer until delivery and completion of order. • Liaison between the customer and the vendor until completion of order. Maintained a salaried position working most weekends and extended shifts. • Processed new customer purchase orders via telephone, email and live chat in a small startup business environment for restaurant equipment and supplies. • Fulfilled orders with communication between the manufacturer and customer until delivery and completion of order. • Liaison between the customer and the vendor until completion of order. Maintained a salaried position working most weekends and extended shifts.

  • DIRECTV
    • United States
    • Entertainment
    • 700 & Above Employee
    • Case Manager
      • Sep 2007 - Oct 2010

      • Consistent de-escalation of customers whom experience numerous technical problems in a 90 day period with tenured knowledge of technical support. • Daily case load management consisted of 35-80 open cases. • Liaison between the customer and field technician through completion of issue. • Achieved 98% completion rate throughout tenure when goal was 90%. • Proactive outbound support to customers based on 4 call types/service issues including Searching for Satellite Signal, Unnecessary Truck Rolls, Satellite 119 Low Signal Integrity and KaKu Dish Types. • Assisted and supported 12-15 fellow team members daily to ensure sufficient support for the customer on the phone while using my tenured knowledge with escalated issues. • Incoming calls varied from 30-55 calls per day. • Expertly achieved quality assurance goals throughout tenure with DirecTV. Show less

  • Verizon
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Customer Care / Data Services Support
      • Oct 2004 - Aug 2007

      • Solely managed inbound calls including the following inquiries; billing issues, service plans/rate plans, upgrades, wireless phones, wireless air cards for computers, wireless data plans, PDA/Smart Phone troubleshooting and accessories in a call center environment. • Performed consistently above targeted goals for Handle Time at 420 seconds per call and over 92% Quality Assurance scoring. Center goals were 500 seconds for Handle Time and 85% for Quality Assurance. • In 2005, after the devastating Hurricane Katrina, I volunteered to reach out to our customers in that region to confirm wellbeing and account management in crisis. Show less

Education

  • West Valley College
    High School, General Studies
    1996 - 1998

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