Experience

• 

  Sparklight

  • Phoenix, AZ

  • Trainer – Customer Operations

    • Feb 2017 - Present
    • Phoenix, AZ

• 

  Specialized Loan Servicing

  • Tempe, AZ

  • Learning and Development Supervisor

    • Oct 2012 - Feb 2017
    • Tempe, AZ

    - Facilitated in person training classes for new hires, existing employees, and new leaders. - Trained and coached new hires in a live-call environment while ensuring adherence to compliance standards. - Partnered with multiple departments to assess training needs and develop materials. - Developed and deployed training ranging from individual e-learning, face to face classes, one on one development, and company-wide communications. - Worked with remote leadership in Denver to start a new office as the only on-site trainer, developed the Learning and Development area and eventually lead a team of eight trainers.

• 

  AGIA

  • Scottsdale, AZ

  • Organizational Development Specialist

    • Nov 2008 - Aug 2012
    • Scottsdale, AZ

    - Developed, facilitated, and tracked internal training and facilitated 3rd party personal effectiveness courseware. - Designed e-learning solutions ranging from organization-wide compliance courses to department specific training modules, and integrated them with the LMS for deployment and reporting. - Consulted with leadership throughout the company to create and update job descriptions in support of Organizational Development strategies and vision. - Provided performance coaching, career counseling and related coaching services to leaders and individual contributors throughout the organization, resulting in increased retention and productivity. - Scoped, developed, and launched the new Talent Management System and integrated LMS. - Redesigned the annual performance review system, provided company-wide training on its use, and reported on performance metrics to executive leadership. - Applied adult learning methodologies and evaluation methods.

• 

  Pro-Serv Commercial Cleaning, Inc.

  • Phoenix, AZ

  • Account Executive

    • May 2007 - Sep 2008
    • Phoenix, AZ

    - Oversaw a portfolio of properties, working with the property managers, tenants, and Pro-Serv staff to maintain and build client relationships and ensure quality service. - Coordinated with the Operations team to ensure needs of the property managers were understood and met. - Liaised with building tenants and property management to discuss any concerns or special requests. - Maintained detailed records of communications, requests, and work performed using several internal systems resulting in increased sales and decreased maintenance costs. - Trained the customer service staff on the procedure for email archiving, preventing a disruption in service during employee transitions.

• 

  Pegasus Solutions

  • Scottsdale, AZ

  • Data Services Trainer

    • Apr 2003 - Apr 2007
    • Scottsdale, AZ

    - Designed and facilitated technical training classes with up to forty new associates per month, achieving a 99% pass rate. - Designed training and documentation for new programs and procedures utilizing classroom, web-based, and hands on instruction. - Served as a subject matter expert for projects in multiple departments, including the complete overhaul of the help system for our primary database maintenance program. - Trained employees of Keane Worldzen in preparation for outsourcing the Data Services department and assisted in their training of employees in India resulting in a seamless business transition.

• 

  Brainstorms

  • Phoenix, AZ

  • Senior Supervisor

    • Apr 1998 - Jun 2004
    • Phoenix, AZ

• 

  Camp Neumann Conference Center

  • Jamison, PA

  • Head Counselor

    • 1999 - 2002
    • Jamison, PA