Experience

Baker Communications, Inc.

• United States
• Professional Training and Coaching
• 1 - 100 Employee

• Director of Instructional Design

  • Jul 2022 - Present

  Dallas-Fort Worth Metroplex

• Senior Learning Manager

  • Apr 2019 - Jun 2022

  Dallas/Fort Worth Area



Panna LLC

• United States

• Independent Instructional Designer/Business Owner

  • Apr 2018 - Apr 2019

  Dallas/Fort Worth Area



Capital One

• Egypt
• Leasing Non-residential Real Estate

• Learning Manager

  • Sep 2009 - Aug 2017

  Dallas/Fort Worth Area • Consulted and partnered with cross-functional business leaders, stakeholders, and subject matter experts, conducted learning needs assessment, presented solution recommendations, and managed/designed initiatives' deliverables. • Designed/developed learning solutions for diverse roles, tenure, levels, and geography, traditional and virtual teams, and large conference audiences utilizing various traditional, digital, blended, and other learning methodologies. • Engineered new… Show more • Consulted and partnered with cross-functional business leaders, stakeholders, and subject matter experts, conducted learning needs assessment, presented solution recommendations, and managed/designed initiatives' deliverables. • Designed/developed learning solutions for diverse roles, tenure, levels, and geography, traditional and virtual teams, and large conference audiences utilizing various traditional, digital, blended, and other learning methodologies. • Engineered new Onboarding program, providing 80+ new employees and their managers a cohesive experience to improve employee engagement and accelerate time-to-competency. • Formulated series of interactive, activity-driven, results aligned learning solutions for 400+ participants for national conference's workshops. Sessions' scenario-based activities and leader-led discussions facilitated peer learning and advanced knowledge and skills. • Developed/launched training solutions for new credit system's launch and ongoing agile updates for impacted 400+ employees, across multiple roles and locations. Virtual/in person classroom, job aids, hands-on practice, and online portal to access updated content/resources. • Executed multiple training implementations, including creating project/rollout plans, generating deliverables' review, edit, and approval process/timelines, distributing materials, writing communications, evaluating metrics, and preparing facilitators. • Promoted collaborative team environment, including assigning challenging and diverse projects, discussing talent/performance management, and mentoring/coaching up and across team.

• Learning Consultant

  • Dec 2005 - Sep 2009

  Dallas/Fort Worth Area • Executed multiple work stream's training activities for 1000+ employee bank integration. Feedback indicated employees felt prepared. • Spearheaded new banker/leader roles’ curriculum design/development/implementation, communication, new vendor’s selection, research, and onboarding process, and leveraged existing vendor to acquire topic SME/design expertise resources. • Launched management and leadership courses for 400+ teller managers to improve communication, leadership, and… Show more • Executed multiple work stream's training activities for 1000+ employee bank integration. Feedback indicated employees felt prepared. • Spearheaded new banker/leader roles’ curriculum design/development/implementation, communication, new vendor’s selection, research, and onboarding process, and leveraged existing vendor to acquire topic SME/design expertise resources. • Launched management and leadership courses for 400+ teller managers to improve communication, leadership, and operational management competencies. Results indicated impact on improved communications.



Hibernia National Bank

• Banking
• 1 - 100 Employee

• Deposit Product Consultant and Training Lead

  • Jun 2002 - Dec 2005

  Greater New Orleans Area • Partnered with corporate university and award-winning elearning vendor to consult, influence, and launch bank's first product and sales elearning suite. Integrated personalized training coach/SME character into courses to enhance learning. • Headed annual mystery shop training of 300+ branch managers, worked with consulting company and business leaders to define strategy, organized complex schedule, coordinated review and approval process, and oversaw facilitator preparation. •… Show more • Partnered with corporate university and award-winning elearning vendor to consult, influence, and launch bank's first product and sales elearning suite. Integrated personalized training coach/SME character into courses to enhance learning. • Headed annual mystery shop training of 300+ branch managers, worked with consulting company and business leaders to define strategy, organized complex schedule, coordinated review and approval process, and oversaw facilitator preparation. • Designed, developed, and facilitated consumer and small business deposit product training for new initiatives and continuing education. • Oversaw several consumer and small business loyalty and deposit products/services, including revenue planning, direct mail campaigns, internal communications, SME to internal customers, training design, competitive research, vendor management, and reporting.

• Management Acceleration Program (MAP)

  • Aug 2000 - Jun 2002

  Greater New Orleans Area • Completed executive-sponsored rotational management training program, strengthened leadership skills, ability to work independently, and built strong relationships and networks with employees, executives/ leaders from diverse lines of businesses. • Researched, evaluated, and documented 20+ departments' structure, finished role-specific training, and completed departmental/executive assigned projects.

• Senior Online Banking Customer Service Represenative

  • Feb 1999 - Aug 2000

  Greater New Orleans Area • Served as online banking ambassador for bank's inaugural online banking system, resolved online technical and banking issues, educated customers, helped create informed and satisfied customers. • Developed associate training materials and operational procedures for department's new online section - establishing structure and accuracy for both new and existing associates.

• Senior Customer Service/Customer Service Represenative

  • May 1997 - Feb 1999

  • Answered account inquiries, identified, researched, and resolved account and customer issues for consumer and small business customers. • Communicated information to customers with compassion and patience.