Manager, Learning & Development

• Jan 2020 - Present

Manager of Training

• 2018 - Jan 2020

Promoted to coordinate all corporate personnel training for the western region impacting 2 training facilities and a team of trainers who deliver required company courses. Drive improvement through business organization and employee standardization while prioritizing site performance and planning.Train supervisors in new techniques and skills for operation training and educating regional technicians. Develop training requests and options, performance measures, strategic alignment, and best solutions to engage corporate team members.Manage multiple human resource disciplines involving compensation and benefits practices, employee relations, diversity and inclusion, performance management, compliance, and employment laws.Subject matter expert on rolling out high-profile projects, including MVDDS (5G framework), Sales Science, TV repair, and employee coaching programs.Increased site performance to 2nd within 8 months and managed an onboarding team that achieved the highest Net Promoter Score across all groups.

Program Manager II

• 2017 - 2018

Led multiple large-scale projects to increase sales and revenue growth across the country with streamlined departmental functions for teams and product lines. Improved revenue performance by maintaining cross-functional relationships and generating company buy-ins.Identified key decision-makers and integrating operational needs by performing cost and benefit analysis to hold the team accountable for decision-making responsibilities.Implemented opportunities that improved customer protection plan product performance in the customer contact center and In-Home Services channels.Facilitated the implementation of a corporate-wide initiative directly impacting manufacturing and distribution participation.Conceptualized solutions that increased sales by 173% in top-tier products and 83% in mid-tier products.

Manager, Training & Development

• 2016 - 2017

Supervised the In-Home Services corporate media and training team who provided highly effective, innovative and relevant training solutions to 10K weekly participants.Developed and executed training programs that led to a 33% increase in production efficiency.Enhanced training content which increased core product profitability by 40%. Introduced a staff spotlight series that improved overall training engagement by 20%. Received the company’s “Telly Award” for introducing and producing a cutting-edge recruiting concept video.

Manager, Training & Quality

• 2012 - 2016

Oversaw training operations and training managers located remotely and who worked in the top 2 regional training facilities. Led training-related quality assurance efforts within a 10-state area.Assessed the quality and accuracy of training practices to determine the priority of needs and implemented training programs that exceeded a target goal of 90%.Conducted company-wide assessments and executed processes to identify skills that addressed knowledge gaps.Made appropriate recommendations for staff performance which resulted in 66% of employees promoted into management positions.

Trainer

• 2012 - 2012

Delivered development programs designed to meet organizational needs for technicians within the regional training facility. Successfully on-boarded new-hires through territory targeted sales training, which increased sales by 25% and exceeded customer expectations for workmanship and service.Partnered with training management to identify specific opportunities and skills needed for improvement and establish an understanding of policies, procedures, regulations, technologies, and customer relations.Utilized teaching aids and outlines on instructional methods for individual education, group instruction, lectures, demonstrations, and workshops.Conducted training sessions covering specified areas to include satellite TV installation, health and safety practices, promotional development, home entertainment installation, broadband internet installation, and network security.

Training Manager

• 2009 - 2012

As MOD Manager: managed market trainers, managers on duty and trainees; a total of 12 peopleSuccessfully served as district trainer for 13 monthsDeveloped and implemented first successful district training programSelected to revive stores that were suffering from improper product and file managementManaged the sales of PAB for district, we were the #1 ranked district as a result of this leadershipDeveloped PAB sales tracking excel sheet for entire market utilizing advanced functions and formulasMarket expert in DOS based point of sale computer system

Adjunct Faculty

• 2009 - 2009

Taught 30+ studentsDeveloped power point presentations to effectively communicate complex information to studentsMastered online teaching resources, such as the Blackboard system, to increase course effectiveness and foster multiple avenues of student/professor communicationCoached individuals on overcoming fear of public speakingEvaluated progress regularly through examinationsDeveloped lessons designed to engage students and foster creative learning utilizing both a visual and hands on approach

Graduate Assistant

• 2007 - 2009

Developed power point presentations to effectively communicate complex information to studentsVolunteered to act as interim department administrative assistant during search to fill vacancyDesigned, researched, and delivered lectures on wide range of advanced topics, such as: negotiation, communication theory, interpersonal communication, listening and public speaking.Mastered online teaching resources, such as the Blackboard system, to increase course effectiveness and foster multiple avenues of student/professor communicationAssisted with the creation and running of several successful fund raising campaigns for SFA DebateOrganized and created multiple debate tournaments which brought over 100 individuals to our campus and community which in turn gave our yearly budget a consistent surplusDeveloped and managed several debate workshops that effectively increased the knowledge, skills and abilities of SFA debaters