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Work Background
Managing Director | Business Consultant
MontArra ConsultingManaging Director | Business Consultant
May. 2024Cincinnati, Ohio, United StatesBusiness consulting focused on Learning and Development, Talent Management, and Learning Technology. A passion for helping organizations build careers and develop bench in the digital / AI world.
Chief Learning Officer
Tek ExpertsChief Learning Officer
Jul. 2020 - May. 2024
Chief Learning Officer
elev8 educationChief Learning Officer
Jul. 2020 - May. 2024United States
Vice President - Learning Operations and Administration Oracle Sales & Partner Academy
OracleVice President - Learning Operations and Administration Oracle Sales & Partner Academy
Jan. 2016 - Jul. 2020Cincinnati, Ohio AreaWorking with a great global team to support learning for the Oracle Sales and Partner Academy providing best-in-class learning technology, digital learning, learning analytics, learning project support, learning event management, business process improvement and learning dashboard reporting.
Sr. Director, L&P Curriculum Design - Major Account Services
ADPSr. Director, L&P Curriculum Design - Major Account Services
May. 2013 - Jan. 2016Cincinnati, Ohio AreaLed a team that designs and develops onboarding, product, business applications, business practices and processes, business-specific technology, job-specific, industry certification and World Class learning solutions. Responsible for analyzing and selecting the most appropriate strategy, methodologies and technologies to maximize the learning experience and impact. • Improved financial performance through process redesign, improved staff utilization and improved output. Implemented structured processes and measures to track performance. Improved budget performance saving 15% or $185k in first year. • Improved efficiency of design processes through business process improvement. Implemented AGILE / SAM design methodology to improve design cycle time by 12%. Implemented processes to proactively capture and track business training needs in order to prioritize work effort. Moved the utilization team from 78% to 92% in 12 months. • Improved team engagement scores by 25% through communication, structured development, scheduled one on one conversations, skip levels and setting business objectives. • Implemented project prioritization process with business leaders to ensure focus on strategic business priorities. Leveraged resources to drive training content reduction reducing training times by 25%.
Sr. Director, Global Training Innovation
ConvergysSr. Director, Global Training Innovation
Oct. 2009 - May. 2013Responsible for training and learning strategy to improve effectiveness and efficiency of learning in the call center. Deploying learning innovation across platforms leveraging e-learning, virtual learning and instructor led delivery to improve leadership performance and improved learning ROI. • Developed and deployed learning strategies leveraging virtual training, quality data and e-learning to reduce training cost by $2.5M. • Developed and deployed leadership education that aligns with client performance expectations and builds the operations leadership bench to improve operations performance and financial management improving operating P&L’s. • Developed and implemented a new quality measurement approach leveraging process control systems, statistical sampling and standardized dashboards. Project maintained quality outcomes while reducing cost by 30%. • Integrated learning strategy and quality, leveraging quality data to drive training content. Improved customer satisfaction and Net Promoter scores by 25% in first six months. • Supported sales in closing over $12.7M in curriculum revenue and providing over $65M in training revenue full P&L ownership. • Responsible for global team of 70+ curriculum designers, developers, and quality assurance professionals to deliver award-winning custom learning solutions for Fortune 1000 customers. • Scaled teams by function and geography, with majority of staff in India, to achieve operating income targets and revenue goals.
Sr Director, Training Delivery and Curriculum
ConvergysSr Director, Training Delivery and Curriculum
Jan. 2008 - Oct. 2009Responsible for global training of 55,000 call center agents leading team of 1,000+ professional trainers, learning consultants and instructional designers. Delivered training process improvement reducing cost while improving performance leveraging elearning, virtual training and simulations. • Responsible for design and delivery of learning to organization of 55,000 plus employees through a team of over 1,000 learning professionals focused on learning consulting, curriculum design and training delivery across 4 geographies. • Developed a client focused end-to-end learning program linking organizational business objectives to learning processes in order to drive business results and reduce training and operational costs. • Move to flexible learning leveraging e-learning and technology to reduce cost saving $4.0M yearly.
Director, Learning Consulting and Instructional Design
ConvergysDirector, Learning Consulting and Instructional Design
Dec. 2006 - Jan. 2008Managed a team of learning professionals focused on performance improvement through improved training processes and curriculum design. • Led team of performance consultants focused on driving performance consistency leveraging e-Learning, curriculum enhancement and learning technology across a 60,000+ employee base. • Leverage process improvement skills to build organizational processes and drive efficiency through execution linking supporting processes to other functional organizations. • Participated on team of Strategic Leaders to analyze and recommend changes and improvements to the companies M&A processes.
Director,  Client Services
ConvergysDirector, Client Services
Jun. 2005 - Dec. 2006Managed a team of program managers supporting call center projects in the financial services industry. • Full P&L responsibility of $24.0MM portfolio for operations in U.S., India and Philippines at a 22% operating margin. • Implemented and owned audit review responsibilities for all financial services clients to meet contractual adherence. • Led team of Client Services Managers supporting program management for clients in the financial services vertical growing portfolio by 35% and improving operating margin to 25% over a 12 month period. • Recognized for executing coaching and development to attract and retain top performing associates.
Adjunct Professor
Wilmington College (OH)Adjunct Professor
Sep. 2004 - Sep. 2010Part time instructor of Business Management, Operations Management and Statistics.
Director of Operations
ConvergysDirector of Operations
Sep. 2004 - Jun. 2005Cincinnati, Ohio AreaResponsible for setting up call center operations in the US and Philippines and owning day to day operational performance. • Responsible for start-up of call center operations in US, India and Philippines including call operations, relationship management, process improvement and business continuity solutions for JP Morgan Chase, Dow Jones, and MBNA. • Selected and staffed Senior Operations positions and recruited and filled 15 management positions in a 90 day accelerated period and added over 500 agents. Total operations responsibility of $20.0M portfolio.
Principal, Vineyard Operations
Verona Vineyards, LLCPrincipal, Vineyard Operations
Jan. 2004Verona, KentuckyPartner in establishing and running small vineyard and winery focusing on estate wines.
VP, Client Services
Standard RegisterVP, Client Services
Jan. 2003 - Sep. 2004Responsible for planning and deploying a client services team focused on client satisfaction and process improvement leveraging six sigma methodologies. Supported a team of over 40 professionals and a $250M client base. • Responsible for implementing Client Management team across $250.0MM business unit that improved customer satisfaction, increased customer retention and reduced cost through process improvement leveraging client feedback. • Responsible for team of Six Sigma practitioners that included 3 Master Black Belts, 8 Black Belts and 40 Green Belts delivering process improvement projects (both internal and external clients) that yielded over $3.5MM in hard savings for two consecutive years.
Director, Client Care
Standard RegisterDirector, Client Care
Jun. 2001 - Jan. 2003Dayton, Ohio AreaEstablished client service strategy and supporting organization and processes for print output and documentation process improvement. • Led strategic planning process across business unit to consolidate operations, create service focus and drive customer satisfaction for 25 operating units providing print services. • Delivered technology solutions to improve client interactions by driving reporting and communication to web based platform saving $4.5MM in operating cost and improving client satisfaction by 45%.
VP, Group Leader - Chief of Staff
Citi GroupVP, Group Leader - Chief of Staff
Jan. 1997 - Jun. 2001Led team of customer service and collection representatives providing customer service for credit card holders. Responsible for over 500 agents and an operating budget of $40M.
Sr. Manager, Operations
ICT GroupSr. Manager, Operations
Mar. 1995 - Dec. 1996Repsonsible for operations management and call center start-up in the sourthern Ohio market.
Customer Service
CintasCustomer Service
Dec. 1988 - Mar. 1995Formerly Van Dyne- Crotty - Responsible for developing and deploying a customer service process and team aligned to client satisfaction goals and service rep performance.
Customer Service
NCRCustomer Service
Jun. 1984 - Dec. 1988Provided customer service support for telephone account management team.

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