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Work Background
McKessonSr. Director Learning Development & Delivery/Supply Chain Operations & Customer Experience
Jul. 2019 - Apr. 2023Dallas-Fort Worth Metroplex
McKessonDirector, Learning Development & Delivery (Customer Operations & Distribution Experience)
Jul. 2019 - Apr. 2023Dallas-Fort Worth Metroplex
Lucid HearingDirector, Talent Development
Jun. 2018 - Jul. 2019Dallas/Fort Worth Area
Lucid HearingDirector, Talent Development and Customer Engagement
Jun. 2018 - Jul. 2019Dallas/Fort Worth AreaDirect and oversee talent development for all lines of business in the Lucid enterprise including Lucid Hearing, Lucid Audio, and Etymotic. Responsible for design, delivery and execution of sales, customer service, operations, compliance training, new hire onboarding and the certification process for apprentices to become licensed Hearing Instrument Specialists. Established training development team to support international operations in China. Oversee and direct the call center for internal and external customer support. Responsible for all inbound customer communication from social media outlets and customer satisfaction surveys.
Invitation HomesDirector of Learning and Development
Oct. 2015 - Jun. 2018Dallas/Fort Worth AreaFounded, directed, and implemented the establishment of an enterprise learning department for a 12 billion dollar start-up and took the company public in February 2017. Responsible for design, delivery, and execution of operations training, soft-skill training, compliance training, new hire onboarding, leadership development and all Corporate Services training. Project Sponsor for documenting all policies, processes, and procedures for all departments in the company o Responsible for an annual training budget of $1.4 million for 14 locations. o Create and deploy new hire curriculums for all roles in the Company. o Create and deploy safety training to meet OSHA standards and compliance o Create and deploy a 100-day onboarding curriculum with a net promoter score of 99% of all new hires completing the program. o Implement a learning management system (LMS) with an annual savings of 80% of previous spend. o Train and implement nine Tier 1 projects resulting in a savings of $1,000,000 in efficiency capture and process alignment. o Establish regular and ongoing compliance reporting standards and reduce non-compliance by 98%. o Lead and chair the establishment of an Executive Policy Committee to write, review, and implement all policies, process, and procedures for entire company. Delivered on time and on budget. Lead the Publications department for business continuation. o Manage the selection, negotiation, and execution of vendor contracts and services for training development/deployment and content management.
Rent-A-CenterManager, Learning Management
May. 2013 - Oct. 2015Plano, TexasAccountable for learning management with the responsibility for implementing a SaaS integrated talent/learning management system. Support and oversee the learning plans of 23,000 coworkers from nine different lines of business in the US, Puerto Rico, Mexico, and Canada. o Responsible for selection, project management, and implementation of a new learning management platform. Budget: $1.5 million o Analyze current state of learning management and recommend a strategy for learning curriculums across all nine lines of business. o Partner with HRIS and IT teams for data feeds between multiple HR systems. o Partner and support instructional design team implementing e-learning SCORM content o Manage the relationship with the LMS vendor and ensure Service Level Agreements are met including maintenance, patches, and upgrades o Advise and support the Centers of Excellence team on issues of learning management solutions, tracking, reporting, and e-learning. o Training Top 125 award recipient 2013 and 2014
Southwest AirlinesManager, Learning Technology
Jan. 1998 - Dec. 2013Maintain and deliver three to five year strategic plan for all learning initiatives with emphasis on learning technology including the initial deployment of e-learning for Southwest Airlines, automated compliance solutions, and creation of media broadcasting channels. Automate paper compliance solution to an electronic compliance solution while implementing a learning management system. Founded departmental video channel producing HD quality media to facilitate senior leader and awareness messaging. Strategic advisor for business process analysis, organizational readiness, tracking and reporting, e-learning and instructor-led design and development, and project analysis/management. Coach and provide feedback to Curriculum Development Team on all aspects of the design, development, and implementation of e-learning training material and compliance solutions. • Implement automated solutions to increase efficiencies and ensure operational compliance for federal training requirements • Lead training development and project manage enterprise projects with training project budgets in excess of 1 million dollars. • Facilitate organizational change messaging and delivery of training classes. • Negotiate contracts and manage relationships with third-party vendors • Design, develop, and implement instructor led, blended, and e-learning solutions for company and federal training requirements utilizing principles of adult learning • Track, audit, and measure learning results to ensure training compliance and proposed behavioral changes occurred. • Analyze and design content management/structured writing models to streamline content development and publications.
ExecuTrainTraining Manager
Jun. 1997 - Jun. 1998Dallas, TexasManaged two office locations with 32 full time instructors. Participated in the selection, training, and coaching of new hires. Coordinated all training initiatives and materials for on site and custom programs. Provided on site support for national training programs. Worked directly with customers providing outstanding customer service. Certified instructor, teaching over 20 classes, including beginning to advanced levels of Microsoft Office 97, Project 98, Outlook 97, Netscape Navigator 3.0, Internet Explorer 4.0, Windows 95, Lotus Notes 4.0, Exchange and Schedule, and CC Mail 2.0.
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