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Work Background
VroomDirector, Training
Jan. 2020 - Dec. 2023Columbus, Ohio, United States★ Recruited to design, develop, and stand up training and quality assurance functions for a brand-new contact center and customer experience (CX) organization. Immediately assessed organizational needs, identified significant opportunities to formalize customer service processes, and created foundational SOPs and adjacent agent and management training. Led all training functions, developing strategy, curriculum, learning resources, and performance-tracking mechanisms. Established quality standards, leading the QA program with the goal of optimizing interactions, mitigating escalations, and aligning with the VoC. ★ »» Cultivated cross-functional business relationships, working diligently to understand the needs of each business unit, engage stakeholders to identify needs, and connect learning and training to overarching business strategies. »» Implemented a new learning management system (LMS) enterprise-wide, leading a team of administrators in supporting deployment and training for 500 internal users and 200 external BPO-based users. »» Established QA guidelines for phone and back-office teams, hosting calibration sessions, and reviewing customer calls to identify continuous improvement opportunities and deliver on-the-spot coaching to reduce operational and error costs. »» Remained highly flexible to organizational needs, navigating two reductions in force which changed responsibilities and shifted teams supervised. Ultimately, moved into a Director of HR and Talent Excellence function prior to closure. »» Aligned with the process excellence team to identify performance gaps and build responsive training curriculum, championing change management initiatives, documenting processes, and facilitating problem-solving initiatives. »» Certified as an Arbinger Outward Mindset facilitator and leveraged method to guide enterprise-wide leadership training. »» Championed alignment and mentoring programs, raising engagement, collaboration, and employee satisfaction.
Zaftig Brewing CompanyMedia & Communications Manager
Jan. 2016 - Dec. 2021Columbus, Ohio Metropolitan Area★ Developed operations processes, training programs, communications channels, and marketing concepts, enabling the achievement of branding and business development objectives. Drove brand loyalty and customer engagement, coordinated events, and managed projects promoting and growing this craft brewery. Played a key role in launching a second location. ★ »» Designed, developed, and implemented human resources processes and procedures—including staff handbook, new-hire onboarding, and team training—establishing clear role definitions to fuel empowerment and accountability. »» Drove operational excellence and the achievement of business goals through team collaboration, assisting with development, implementation, and execution of strategic business plan in partnership with management. »» Managed and maintained multiple projects concurrently while directing project budgets and allocating resources to plan achievable business milestones and goals, ensuring the delivery of projects on time and within budget.
priceline.comDirector, Learning & Development
Jan. 2013 - Dec. 2017Columbus, Ohio, United States★ Oversaw development of training resources for agents (1K agents at the peak) across all sites and products, including domestic, international, and an at-home channel. Accountable for resource utilization, including technology, QA, and VoC within and across work teams. Implemented and managed professional development of teams throughout entire project management lifecycle, including needs / business analysis, requirement mapping, implementation, and hindsight assessment. ★ »» Created robust learning tools, resources, and solutions in a variety of formats, including formal classroom training curricula, personal development plans, and creativity exercises designed to unlock imaginative potential. »» Improved processes across multiple business lines by developing and streamlining training, rebuilding QA guidelines to align with VOC initiatives, and implementing standards for trainer and QA auditor performance. »» Reduced training time by 16% and improved QA and VoC scores in non-tenured period compared to pre-redesign classes, restructuring service agent training curriculum for outsourced partners globally, and emphasizing e-learning. »» Fostered, maintained, and modeled a culture of innovation by driving teams toward creative thinking, curiosity, asking questions, continuous improvement, team building, and professional development and training.
priceline.comDirector, Sales Operations
Jan. 2010 - Dec. 2013Columbus, Ohio, United States★ Excelled as part of first-ever inbound travel booking group by creating processes and standards across domestic and international locations. Managed sales agents, facilitated training, and monitored KPIs to identify opportunities for improvement. ★ »» Increased sales conversion 20% in first year and achieved industry-leading conversion rates, delivering $14M in gross margin through management and training of inbound sales channel (direct to travelers) in growing bookings. »» Yielded 51% increase in agent-assisted net contributions per hour, implementing web chat as new customer acquisition strategy and lower-cost alternative to phone sales and providing all related training to drive adoption. »» Designed user interface (UI) for customer service system, leveraging project management methodology—assessment, testing, training, and support—to optimize user engagement and experience.
priceline.comOperations Manager
Jan. 2003 - Dec. 2010Columbus, Ohio, United States★ Collaborated cross-functionally to align goals and objectives, building an effective team to deliver exemplary customer satisfaction. Focused on operations improvements, trend analysis, and training development, establishing policies and developing call center scripts. ★
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