Senior Manager, Corporate Training

• Jul 2023 - Present

Operational Excellence Manager (QA | Training | Process)

• Sep 2022 - Feb 2023

Merchants are a fundamental driving factor in a Fintech organization with upwards of 12,000 Merchants supported. Managed Training, Process Improvement/Process Development and Quality Assurance for Merchant facing verticals. Led team responsible for designing and improving procedures, determining compliance & quality adherence and the delivery/design of training. - Designed comprehensive training programs in collaboration with training staff - Evaluated training & quality performance through program observations and feedback. - Designed intake process across the vertical to prioritize work across functions and ensure timely execution of project requests, stakeholder inclusion and visibility to progress. - Identified opportunistic areas within training/process/quality, improving training throughput and speed to proficiency. - Managed strategy for curriculum development, project planning and strategic initiatives. - Redesigned onboarding and Quality certification program specifically for launch readiness saving - Managed Training communications and business change release to direct & cross functional partners. Show less

Training and Development Manager (H/O Training)

• Apr 2021 - Nov 2022

Led Affirm Operation training for direct and contracted employees in a rapid paced Fintech startup where ingenuity, creativity and change management were critical skillsets to be successful. Directly responsible for all Training Supervisors, Leads & Specialist. Leading expansion efforts globally, and directly hire staff to support the rapid growth. - Responsible for all Affirm pillars of training which include CoE, Front Office, Risk, Merchant Development and Canadian assets. - Acquired improved resources & software, enhancing eLearning and virtual training content permitting a modernized approach to adult learning e.g. Articulate 360, Vyond, WellSaid, Camtasia. - Designed training strategy across customer operations to ensure effective training programs, digestible content design, and timely delivery strategy to meet the evolving needs of the organization. - Redesigned training delivery approach from heavy instructor led content, to a hybrid (ILT & OLT) curricula providing resource flexibility. - Managed Training & Delivery budget limiting the dependency of external teams to design, develop and deploy new or existing content. - Increased efficiency through eLearning content. 80% of new upskill/uptraining curricula converted to eLearning, better leveraging LMS, data analytics and provides consistent delivery of content & messaging. - Established baseline facilitation techniques for all staff. Setting standards, expectations, while building consistency in our approach to learning. - Continually assess and analyze training needs for gaps and formulate solutions to determine most effective delivery approach. - Created success measurements and KPIs to measure training performance across all functions. - Performed learning needs analysis and partnered with subject matter experts (SME) and stakeholders to develop learning content for Financial Services. Show less

Regional Sales Training Manager

• Jan 2017 - Apr 2021

Oversaw training and development for sales and retention in Texas and Arizona. Directly restructuring workflow of training leadership team by streamlining roles. Managed national team of trainers and supervisors that support approximately 600 employees across the Southwest region. • Managed virtual training deployment across B&M centers to expand hiring footprint. • Built and implemented reporting/measurement tools to determine program effectiveness. • Collaborated with learning leaders to develop corporate wide training plans, content, and goals resulting in multiple awards and enhance company’s image within employment sector. • Supported customer experience initiatives to aid in company winning number one in JD Power for Highest Customer Service, two years in a row. Show less

Training Program Manager

• Apr 2011 - Aug 2017

Managed call center training in India, Philippines, Mexico, and Southwest USA. Facilitated strategic training based on organizations goals to safeguard positive customer experience. Aided management by developing, facilitating, and supervising training programs. • Strategically remote-managed up to nine sites with report structure of 150 employees. • Expatriated to Asia to manage training of contract employees which consisted of 5k people. • Launched site standardization across 22 sites to enhance training experience and consistency in delivery of training which reduced attrition by 22% in first 90 days of employment. Show less

Training & Quality Supervisor

• Oct 2008 - Apr 2011

Supervised multiple teams for Quality and Training and oversaw direction, coordination, and effectiveness of department at various locations. Managed training schedule needs while proactively anticipating business needs. Maintained partnerships with trainers and coaches to enhance collaboration and communication between teams. - Promoted to leadership role to improve offshore partnership and manage site launches for nine business process outsourcing locations which includes operational and training support. - Supported creation and standardization of on-boarding documents for trainer, GE (Global Expert) coach, and GE which was launched to 23 sites. - Led high performing National Quality Team while traveling and working on new process integration. - Exceeded targets in every KPI metric by successfully leading series of teams to achieve high standards of performance. - Built and designed multiple standard operating protocols for all locations. Show less

Master Trainer

• Sep 2001 - Oct 2008

Quickly promoted through call center roles to include OJT, Associate and Expert Trainer. Facilitate New Hire and Conversion Training for multiple sites throughout the organization. Frequently traveled to launch new lines of business for varying skill sets.