Senior Manager of Learning and Development

• Mar 2020 - Present

Sr. Director of Operations and Training, Togo's Eateries, LLC

• Jan 2018 - Jan 2020

 Defined SOPs, success routines and assessment metrics for system. Received Outstanding Corporate Employee Award, November 2018.  Analyzed and optimized operating systems tools to improves quality, COL and COGS. Lowered COGs by 4% in identified locations.  Developed New Franchisee training tools and evaluation methods. Franchise performance improved up to 13%.  Worked with cross-functional teams on product development including requirement definition, testing, deployment, and… Show more  Defined SOPs, success routines and assessment metrics for system. Received Outstanding Corporate Employee Award, November 2018.  Analyzed and optimized operating systems tools to improves quality, COL and COGS. Lowered COGs by 4% in identified locations.  Developed New Franchisee training tools and evaluation methods. Franchise performance improved up to 13%.  Worked with cross-functional teams on product development including requirement definition, testing, deployment, and performance measurement.  Presented strategy and business results to board of directors, executive team and franchise advisory council  Led team of Franchise Business Coaches, Curriculum and Training Managers, and Field Operations Specialists Show less  Defined SOPs, success routines and assessment metrics for system. Received Outstanding Corporate Employee Award, November 2018.  Analyzed and optimized operating systems tools to improves quality, COL and COGS. Lowered COGs by 4% in identified locations.  Developed New Franchisee training tools and evaluation methods. Franchise performance improved up to 13%.  Worked with cross-functional teams on product development including requirement definition, testing, deployment, and… Show more  Defined SOPs, success routines and assessment metrics for system. Received Outstanding Corporate Employee Award, November 2018.  Analyzed and optimized operating systems tools to improves quality, COL and COGS. Lowered COGs by 4% in identified locations.  Developed New Franchisee training tools and evaluation methods. Franchise performance improved up to 13%.  Worked with cross-functional teams on product development including requirement definition, testing, deployment, and performance measurement.  Presented strategy and business results to board of directors, executive team and franchise advisory council  Led team of Franchise Business Coaches, Curriculum and Training Managers, and Field Operations Specialists Show less

Faculty, School of Business, Management and Organizational Behavior

• Jul 2007 - Aug 2019

 Taught between 2007 and 2019  Developed student competence in communication, critical thinking, collaboration, and information utilization  Provided instruction that bridges the gap between theory  Applied technology to create effective modes and means of instruction that enhance collaboration and communication for improved student learning.  Assessed student learning and use assessment data to improve the teaching/learning system, curriculum, and instruction Approved… Show more  Taught between 2007 and 2019  Developed student competence in communication, critical thinking, collaboration, and information utilization  Provided instruction that bridges the gap between theory  Applied technology to create effective modes and means of instruction that enhance collaboration and communication for improved student learning.  Assessed student learning and use assessment data to improve the teaching/learning system, curriculum, and instruction Approved to teach the following courses:  Management  Critical Thinking and Decision Making In Business  Strategic Management  Procurement and Risk Management  Leading Projects in Organizations  Organizational Leadership  Managing Change in the Workplace  Organizational Negotiations  Global Business Strategies  Operations Management  Strategic Planning and Implementation  Management of R&D and Innovation Processes  Strategic Topics in Global Business Management  Innovative Leadership  Survey of Small Business Management and Entrepreneurship  Green and Sustainable Enterprise Management  Small Business: Structure, Planning, Funding  Organizational Behavior for Managers  Principles of Microeconomics  Environmental Economics  Principles of Macroeconomics  Economics  Business Communications Show less  Taught between 2007 and 2019  Developed student competence in communication, critical thinking, collaboration, and information utilization  Provided instruction that bridges the gap between theory  Applied technology to create effective modes and means of instruction that enhance collaboration and communication for improved student learning.  Assessed student learning and use assessment data to improve the teaching/learning system, curriculum, and instruction Approved… Show more  Taught between 2007 and 2019  Developed student competence in communication, critical thinking, collaboration, and information utilization  Provided instruction that bridges the gap between theory  Applied technology to create effective modes and means of instruction that enhance collaboration and communication for improved student learning.  Assessed student learning and use assessment data to improve the teaching/learning system, curriculum, and instruction Approved to teach the following courses:  Management  Critical Thinking and Decision Making In Business  Strategic Management  Procurement and Risk Management  Leading Projects in Organizations  Organizational Leadership  Managing Change in the Workplace  Organizational Negotiations  Global Business Strategies  Operations Management  Strategic Planning and Implementation  Management of R&D and Innovation Processes  Strategic Topics in Global Business Management  Innovative Leadership  Survey of Small Business Management and Entrepreneurship  Green and Sustainable Enterprise Management  Small Business: Structure, Planning, Funding  Organizational Behavior for Managers  Principles of Microeconomics  Environmental Economics  Principles of Macroeconomics  Economics  Business Communications Show less

Customer Service Consultant

• Nov 2017 - Jan 2018

 Improved account management with Sale Force – Desk solution and CTI.  Assessed security using Kount risk assessment solution.  Processed sales, inventory and account information using Apparel Business Systems.  Improved call-center performance using Chronicall metrics.  Provided recommendations for improvement using easy-to-understand data and workflow analysis.  Improved account management with Sale Force – Desk solution and CTI.  Assessed security using Kount risk assessment solution.  Processed sales, inventory and account information using Apparel Business Systems.  Improved call-center performance using Chronicall metrics.  Provided recommendations for improvement using easy-to-understand data and workflow analysis.

Director of Training and Franchise Services | Organizational Effectiveness and Talent Development

• Jul 1996 - Oct 2017

 Responsible for all facets of Training and Franchise Services. EBITDA increased 140% through execution of growth plans from 2011 to 2017. Received recognition for outstanding corporate contributor multiple times.  Created corporate university, including design, development, and implementation of curricula for all management levels; also, responsible for on-going administration of system-wide training programs covering 15,000 employees. Migrated test-taking, content and record-keeping… Show more  Responsible for all facets of Training and Franchise Services. EBITDA increased 140% through execution of growth plans from 2011 to 2017. Received recognition for outstanding corporate contributor multiple times.  Created corporate university, including design, development, and implementation of curricula for all management levels; also, responsible for on-going administration of system-wide training programs covering 15,000 employees. Migrated test-taking, content and record-keeping online.  Collaborated closely with executive team to identify needs, establish metrics, and facilitated Quarterly Business Reviews to drive results.  Part of HR team that designed and implemented company’s first talent assessment and development process; increased internal promote rate from 50% to 82%.  Supported HR team to design performance appraisals, employee recognition programs, and compensation systems to improve employee/client engagement.  Developed innovative skill-based talent program that aligns competence, measures of success, and compensation that correlates to improved employee capability. Revenues are 12% higher in restaurants executing this system and turnover declined by 40% for restaurant managers, resulting in savings of more than $500,000.  Collaborated with HR team to design standardized selection framework to attract higher quality employees: sourcing approaches, interview formats, social media/networking strategies, referral program, and metrics.  Applied knowledge of adult learning and instructional design to develop relevant training programs using analysis, design, development, implementation, and evaluation model. Delivered in-depth training classes, trained the trainers, and created supporting materials. Evaluated the effective facilitation of training. Show less  Responsible for all facets of Training and Franchise Services. EBITDA increased 140% through execution of growth plans from 2011 to 2017. Received recognition for outstanding corporate contributor multiple times.  Created corporate university, including design, development, and implementation of curricula for all management levels; also, responsible for on-going administration of system-wide training programs covering 15,000 employees. Migrated test-taking, content and record-keeping… Show more  Responsible for all facets of Training and Franchise Services. EBITDA increased 140% through execution of growth plans from 2011 to 2017. Received recognition for outstanding corporate contributor multiple times.  Created corporate university, including design, development, and implementation of curricula for all management levels; also, responsible for on-going administration of system-wide training programs covering 15,000 employees. Migrated test-taking, content and record-keeping online.  Collaborated closely with executive team to identify needs, establish metrics, and facilitated Quarterly Business Reviews to drive results.  Part of HR team that designed and implemented company’s first talent assessment and development process; increased internal promote rate from 50% to 82%.  Supported HR team to design performance appraisals, employee recognition programs, and compensation systems to improve employee/client engagement.  Developed innovative skill-based talent program that aligns competence, measures of success, and compensation that correlates to improved employee capability. Revenues are 12% higher in restaurants executing this system and turnover declined by 40% for restaurant managers, resulting in savings of more than $500,000.  Collaborated with HR team to design standardized selection framework to attract higher quality employees: sourcing approaches, interview formats, social media/networking strategies, referral program, and metrics.  Applied knowledge of adult learning and instructional design to develop relevant training programs using analysis, design, development, implementation, and evaluation model. Delivered in-depth training classes, trained the trainers, and created supporting materials. Evaluated the effective facilitation of training. Show less

Former Contra Costa 4-H Youth Development President

• 2003 - 2011

Facilitated leadership of youth leaders and volunteers. Improved results by increasing membership and organizational effectiveness of program. Coordinated charity golf tournament involving civic leaders and local business to strengthen 4-H budget. Facilitated leadership of youth leaders and volunteers. Improved results by increasing membership and organizational effectiveness of program. Coordinated charity golf tournament involving civic leaders and local business to strengthen 4-H budget.

Regional Training Manager

• Feb 1989 - Apr 1993

 Developed, implemented, and monitored training programs.  Developed multimedia visual aids and presentations.  Created testing and evaluation processes.  Prepared and implemented training budget.  Evaluated needs of company and planned training programs accordingly.  Conducted performance evaluations.  Developed, implemented, and monitored training programs.  Developed multimedia visual aids and presentations.  Created testing and evaluation processes.  Prepared and implemented training budget.  Evaluated needs of company and planned training programs accordingly.  Conducted performance evaluations.