director of learning or director of organization development or

8/3/2019 Director of Learning or Director of Organization Development or

1/3

PERFORMANCE IMPROVEMENT & WORKPLACE EDUCATION PROFESSIONALA Turnaround Specialist; effecting workplace performance transformation throughhighly targeted educational programs, intervention strategy, and coaching *driving improved bottom-line, brand enhancement, and customer service delivery.

Highly accomplished results-driven workforce development professional with solidtrack record in consistently turning around challenged workplace environments;providing highly effective educational and training programs for dramatic improvement in performance, productivity, service delivery, and overall bottom-line attainment. Strategic business partner providing razor-sharp assessment, solution development and delivery to organizational breakdowns, demonstrated ability to quickly grasp and understand varying industries.

*Consistently exceed expectations providing impactful, transformational results...offering extensive expertise in Research Methodology, Needs Assessment & Analysis, Intervention Strategy, and Instructional Design and Delivery.

*Recognized for effective training style and delivery, promoted quickly to increasing levels of responsibility and challenge ...receiving three promotions within technical training division within a 5-year period.

*Demonstrated leadership in taking on new challenges and driving various business objectives ... demonstrating ability to quickly grasp and understand differingindustry complexities, cultures, and operational nuances; delivering highly cus

tomized programs and strategy according to each organization's unique needs andchallenges.

CORE COMPETENCIES* Instructional Design Background* Needs Assessment /Analysis* Research Methodology & Protocol* Educational Programming/Curriculum* Performance Improvement* Systems Design & Evaluation* Team, Individual, and Leadership Training* Succession Planning `

* Compensation & Incentive Strategy* Blended Learning Program Team Leader (Classroom, Case Study Simulation, e-Learning)* High Performance Integrated Systems (e.g. *Performance Review and System, 360* Feedback, Training, Development)* Executive CoachingCAREER CHRONOLOGYPerformance Partnership, Wake Forest, NC 1996 - PresentPRINCIPAL * ORGANIZATION DEVELOPMENT / WORKFORCE EDUCATION CONSULTANTProvide expertise in Research, Assessment, Program Development, and Delivery toa wide range of industry clientele including technology, academic, transportation, insurance, finance and restaurant/hospitality sectors *with special focus on

emerging technologies.Sample Successes/ Highlights:

*Overhauled Customer Service Delivery & Internal Operations with Targeted Intervention Strategies *Emerging Technology Provider* Challenge: Client facing rising customer service complaints, a highly technical workforce attempting to engage with a less technical customer base, and unclear employee/supervisor protocol for responding to and following up on customer requests.* Solution: Identified root culprits of protocol issues and disengagement; devel


2/3

oping/delivering intervention strategy and classroom/simulation training programfor 30+ customer service associates and management to quickly address core issues. Clearly defined job roles, expectations, rules of engagement, and protocol,and introduced communications tools to streamline operations.* Results: Delivered transformational results by creating a unified, consistent,fully-engaged approach to handling service requirements.

*Increased Employee & Customer Service Engagement Levels with Heightened Industry/Product Knowledge and Application *Leading Transportation IT System Provider* Challenge: Client struggling with growing customer service delivery issues andlack of training to support rapid enterprise change and evolvement into providing mission-critical IT scheduling and monitoring services throughout North America, Mexico, and Canada.* Solution: Identified gaps; recommending learning component to dramatically improve service delivery. Leveraged instructional design background to develop curriculum, lead a team in developing e-learning and classroom blended instruction,and implement certification program; delivering training and intervention program to approximately 200 employees and new hires.* Results: Received glowing testimonials from leadership and management teams for services provided.

*Additional Consulting Solutions* Provided comprehensive training program research, evaluation, and analysis fornationwide certification program (Restaurant Industry Association); developing

comprehensive research methodology and interview protocol to drive consistency in surveying, making recommendations for curriculum and program improvements.* Conducted online university instruction to adult learners who are pursuing a graduate degree in Training and Performance Improvement.

Hardee's Food Systems, Rocky Mount, NC 1994 - 1996DIRECTOR OF ORGANIZATION DEVELOPMENTEnhanced development strategy and training programs for 4,000+ employees encompassing all areas of management development, performance management systems, succession planning processes, selection systems, continuous improvement efforts, needs assessments, and team building.

*Faced numerous organizational challenges including 80-90% field attrition rate,

increasing customer dissatisfaction/complaints, poor store performance at several locations, and lack of employee engagement across all levels.*Immediately immersed self into the field to conduct hands-on research and assessment of core issues and breakdowns; performing various job roles including drive-through, cook, cashier, and supervisor to fully understand the issues.*Overhauled existing management training and coaching program; conceiving program to develop crucial leadership skills in areas of talent supervision, employeerelations, and operational knowledge to streamline processes and improve profitmargins.*Led the design and implementation of new performance appraisal process for store managers, succession planning strategy, and a career development process for the organization.

Finance and Insurance Institutions, based out of Farmington, CT 1987 - 1994ORGANIZATION & EDUCATIONAL CONSULTANTDeveloped educational strategy and training programs for finance and insurance clients including Aetna Life & Casualty, Hartford Insurance, Travelers' Insurance, and others. Led client teams in the development and implementation of training programs for 600-800 employees; developing curriculum to accelerate varying business objectives including underwriting, sales, customer service, and product knowledge.


3/3

AETNA LIFE & CASUALTY, Hartford, CT 1981-1987HEAD OF TECHNICAL TRAINING STAFF,* TECHNICAL TRAINING CONSULTANTCharged with overhauling national training and development technical program overseeing training staff of twelve including 1 supervisor, 7 technical writers, and 4 materials production specialists; promoted quickly from within to increasinglevels of responsibility and challenge receiving three promotions within a 5-year period. Also received recognition for hiring star performers, providing ongoing development to staff and for resourcing staff in highly effective ways.

ACADEMIC CREDENTIALS

Doctorate in Education, Harvard UniversityMaster of Arts in Curriculum and Instruction, University of ConnecticutBachelor of Arts in English and Spanish Education, University of ConnecticutCum Laude Graduate * State of Connecticut Scholar

CONTINUING EDUCATION & CERTIFICATIONS

Myers-Briggs Certification * Insight Profile 360* Feedback CertificationLeader in You, Dale Carnegie Leadership ProgramThe Leadership Challenge, International Leadership ProgramDeveloping Effective Succession Planning Program, NC State UniversityReengineering/Re-humanizing the Organization, American Management Association (A

MA)Training for Impact Evaluation, Dana Gaines Robinson ProgramAccomplishment-Based Curriculum Development, Harless Training ProgramProject Management, Situational Leadership, Effective Management Programs

LANGUAGES

English & Spanish

PROFESSIONAL AFFILIATIONS

American Society for Training and Development * Organization Development NetworkEditorial Board of the Training and Development Journal, 1998

director of learning or director of organization development or

Documents