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Work Background
AI CERTsStrategic Advisor
Nov. 2023Seattle, Washington, United StatesStrategic Learning and Development planning
CompTIA nonprofitFuture of Learning think tank member
Oct. 2022United StatesCollaborating with learning leaders and innovators on what the future of learners will look like. Unpaid and exciting!
Corporate Learning NetworkCLN Advisory Board Member
Sep. 2020 - Nov. 2023
MicrosoftDirector, Training Program Management
Jul. 2019 - Mar. 2023Redmond, WA
AmazonLeader NACS Learning Programs
Aug. 2018 - Jun. 2019Greater Seattle AreaCreate skill based and leadership learning programs for 250,000+ Amazon operations employees. Manage team with worldwide members focused on Instructional Design, Facilitation and Coordination of the learning programs
Hire and Develop the best in class learning team
AmazonGlobal Instructional Design Manager
Sep. 2016 - Aug. 2018Greater Seattle AreaA strategic Global Manager who leads the development of modular, performance-based, conceptual and behavioral based training content. * Applyadult learning principles and instructional design methodology in an operational environment
* Lead and Develop a world class global instructional design team
* Manage complex relationships with stakeholders for high business impact
*Align instruction to strategic performance goals
* Drives initiatives to make online learning engaging, fast and impactful
* Recruit best in class talent
Expedia, Inc.Director of Global Learning and Development for Global Customer Operations
Oct. 2012 - Jun. 2016Bellevue,WaDrive Learning and Development and organizational improvement for Expedia.com, Hotels.com Travelocity, Orbitz, ebookers, and the EAN network in high-profile leadership role of key learning group within Customer Support. Manage an extended team of 55 with overall budget of $7M. Oversee all aspects of the learning model including: agent job task analysis to identify key traits, knowledge and skills required to provide world class customer support, instructional design and learning delivery, I have the privilege of leading a talented team in the development of quality learning programs in support of major initiatives. Engage key executive stakeholders in aligning learning programs with corporate objectives. Inspire development of a positive learning environment through design and consistent implementation of innovative learning and development programs.
MicrosoftSr. Group Manager: IEB and WPD Learning and Development
Aug. 2010 - Oct. 2012Issaquah, WAI lead a team of instructional designers and trainers who deliver world class customer support training to Microsoft's Xbox, Windows Phone and Zune products ..
MicrosoftGroup Manager
Jan. 2010 - Aug. 2012lead a team of instructional designers, trainers and program managers to deliver high quality learning and development to enable call center agents to deliver high quality customer experiences.
MicrosoftAlliance Manager: Software + Services
Jul. 2009 - Jun. 2010In this role, I collaborate with multiple business groups and field roles to align overall readiness needs for partners, field and customers on the subject of Software + Services
Microsoft/Office Business PlatformSr. Product Manager
Jan. 2006 - Jun. 2009I developed and led the enterprise search partner program for Microsoft's fastest growing product: Sharepoint. I also managed the training and readiness for partners and our external audiences.
MicrosoftPartner Program Manager
Apr. 2004 - Jun. 2006Redmond,Wa
STARBUCKS CORPORATIONLead Instructional Designer
Jan. 2003 - Jan. 2004Leveraged advanced instructional design and delivery experience in development and implementation of innovative training
solutions for Starbuck Corporation.
Selected Achievement:
• Introduced first instance of an outsourced customer service entity with Siebel.
• Established vision, strategy and curriculum in addition to facilitating training to regional representatives to deliver training to
the field.
Additional accomplishments took place within the following roles:
Director of Professional Services from 2000 to 2002 with Lariat Software, Inc. Directed team of 12 professionals in creation of
technical writing and training content for start-up company. Delivered content through multiple avenues, including, but not
limited to software and customer service representatives.
• Enhanced learning delivery through development of online learning strategy for Lariat Software (website analytics).
Consulting Training Program Manager from 1999 to 2000 with Attachmate Corporation
• Honored with Attachmate Extra! Effort Award.
Other previous experience includes Educational Technology Instructor with Educational Technologies Institute and Networking
Technology Instructor with Renton School District. Details on request.
Lariat SoftwareDirector of Professional Services and Readiness
Jun. 2002 - Dec. 2004Managed a team of services personnel and Learning and Development team to deliver on quality customer implementations and prepare teams to leverage the software to the greatest potential.
MicrosoftSubject Matter Expert
Jan. 2000 - Aug. 2002Drive organizational effectiveness and improvement for Interactive Entertainment Business (IEB) and Windows Phone
Division (WPD) in high-profile leadership role of key training group within Customer Support. Manage 7 direct reports and 15
vendors with overall budget of $2.3M. Oversee agent job task analysis to identify key traits, knowledge and skills required to
provide world class customer support. Leverage instructional design and delivery experience, leading talented teams in the
development of quality training programs in support of major initiatives. Engage key executive stakeholders in aligning learning
programs with corporate objectives. Inspire development of a positive learning environment through design and consistent
implementation of innovative learning and development programs.
Selected Achievements:
• Spearheaded concept design and delivery of cloud learning strategy for Microsoft internal employees; combined message
across all MS groups to ensure result achieved expectations.
• Turned around underperforming Learning & Development team; earned recognition for improvement in team’s Work Health
Index (WHI) by 30 points, the largest increase among any one individual manager in the entire organization.
• Formulated the vision, strategy and execution of the Customer Support learning and development plan, enabling agents to
deliver on Microsoft’s promise of quality customer experiences • Led development of partner marketing programs for SharePoint and integration of FAST acquisition.
• Championed creation and management of internal/external SharePoint Readiness program.
• Inspired team of 15 direct reports in achieving superior results • Saved $1.5 million through implementation of single-sourcing strategy for content development.
• Launched Learning Management System to enhance delivery and measurement of all educational programs for worldwide
partner group.
AttachmateTraining Manager
Jan. 2000 - Dec. 2002Managed a training program for technical and sales team members to drive business results
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