Training and Development Manager

• Feb 2023 - Present

Supervisor of Training, Claim Operations

• Oct 2016 - Jul 2022

Applied adult learning theory/design to deliver effective training programs Offered in-person, instructor-led, eLearning, virtual, workshop, and video learning classes. Collected and analyzed data to gauge training effectiveness and identify key training needs. • Supervised four-member team of trainers, technical writers, and learning specialists; created and oversaw training programs and written resource development comprising multiple manuals and databases containing 25+ audited state compliant policies and procedures for 150+ adjusters across 5 regions. • Utilized ADDIE course design model to expand programs and generate 130+ Workday LMS learning opportunities. • Created and facilitated 30+ classes in personal career and leadership growth annually on Critical Thinking, Managing Difficult Conversations, Time Management, Leading Great Teams, Accountability, Customer Service, etc. • Mentored instructors to strengthen onboarding programs; designed and launched on-the-job training classes for new and current employees that produced 24 new adjuster trainees skilled at complex and compliant claim practices. • Devised and executed branded customer advocacy program; promoted exceptional and compassionate customer service; encouraged cross-departmental collaborations to improve customer satisfaction by 8%. Show less

Senior Technician & Marketing Project Manager for Account Services

• Sep 2014 - Oct 2016

Collaborated with leaders to create presentations and other customer-facing marketing materials for key account representatives to present at policy renewal and satisfaction visits for top policyholders. • Orchestrated two roundtable outreach and retention events with 12+ attendees each; strengthened customer retention and education efforts for key customers. • Supported two Account Services Representatives on top 25% key customer renewal visits; ensured 96% rate of renewal YOY.

Project Assistant to the Senior Analyst on the Delphi Project

• Apr 2014 - Sep 2014

• Project Assistant to the Senior Analyst on the Delphi Project• Project managed testing and recorded results during the development of the TMLT Delphi database tool. Coordinated six departments worth of testing and testers using SharePoint to record and report results

Project & Program Manager, Apple Developer Relations

• May 1999 - Jan 2002

• • Oversaw communications and marketing of international developer relations program; managed scripting for 3 overseas and 1 domestic service call centers; developed and distributed training program CD to 6000+ developers in the U.S. and abroad. • Managed delivery of program marketing materials; localized regional developer relations web pages to five languages by managing multiple translation vendors. • Provided event-based marketing, planning, and specific event logistics for 1,300+ domestic and international developers and students at annual Worldwide Developer Conference for 3 consecutive years. Show less

Owner, Communications Expert and Training Consultant

• Jan 1996 - Feb 1997

• Contracted with Apple Computer, Inc. to develop and deliver training and documentation to 200+/- internal quality test engineers and managers in Cupertino and overseas in Cork, Ireland • Contracted with Apple Computer, Inc. to develop and deliver training and documentation to 200+/- internal quality test engineers and managers in Cupertino and overseas in Cork, Ireland