Director of Instructional Design

• Jul 2022 - Present

Senior Learning Manager

• Apr 2019 - Jun 2022

Independent Instructional Designer/Business Owner

• Apr 2018 - Apr 2019

Learning Manager

• Sep 2009 - Aug 2017

• 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. Show less

Learning Consultant

• Dec 2005 - Sep 2009

• 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. Show less

Deposit Product Consultant and Training Lead

• Jun 2002 - Dec 2005

• 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. Show less

Management Acceleration Program (MAP)

• Aug 2000 - Jun 2002

• 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

• 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.