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Work Background
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.
Tek ExpertsChief Learning Officer
Jul. 2020 - May. 2024
elev8 educationChief Learning Officer
Jul. 2020 - May. 2024United States
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.
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%.
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.
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.
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.
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.
Wilmington College (OH)Adjunct Professor
Sep. 2004 - Sep. 2010Part time instructor of Business Management, Operations Management and Statistics.
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.
Verona Vineyards, LLCPrincipal, Vineyard Operations
Jan. 2004Verona, KentuckyPartner in establishing and running small vineyard and winery focusing on estate wines.
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.
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%.
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.
ICT GroupSr. Manager, Operations
Mar. 1995 - Dec. 1996Repsonsible for operations management and call center start-up in the sourthern Ohio market.
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.
NCRCustomer Service
Jun. 1984 - Dec. 1988Provided customer service support for telephone account management team.
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