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Location: Hollywood, FloridaPhone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLETitle: Director of Training and Quality AssurancePROFILEAccomplished Training Leader with 20 years of expertise in designing, implementing, and managing impactful training programs. Known for building high-performing teams and fostering organizational growth through strategic learning and development. Eager to leverage my extensive background to drive success as a Training Leader.CORE EXPERTISE Leadership and Management Instructional Design Needs Assessment Change Management Adaptability and Innovation Evaluation and Assessment Technology Proficiency Customer FocusPROFESSIONAL EXPERIENCETen Group Miami, FLHead of Training and Development North AmericaOctober 2022 Present Curriculum Development: Led the creation of an advanced onboarding curriculum, enhancing learning outcomes and increasing new hire retention. Strategic Expertise: Integrated strategic thinking and engagement principles into training materials and sessions to align with organizational goals. Trainer Development: Built and mentored a team of trainers for onboarding and refresher programs. Data-Driven Insights: Utilized a growth mindset to analyze training results, turning data into actionable insights for continuous improvement. Learning Theory Application: Applied Adult Learning Theory to enhance training effectiveness and engagement. Consultative Approach: Collaborated across industries including cruise lines, transportation, pharmaceuticals, and concierge services to provide strategic solutions.
Regional Manager Service Excellence Team AmericasJune 2018 April 2023 Streamlined Quality Assurance: Designed and launched a global quality form, improving team efficiency by 35% and achieving calibration success within 5%. Back-to-Work Leadership: Implemented back-to-work procedures for North America offices, ensuring policy compliance. Quality Improvement: Revamped internal training and QA processes, increasing QA scores by 31%. Strategic Hiring and Training: Developed standards for hiring and training, optimizing performance and employee relations across three regions. HR Collaboration: Worked with HR to build a high-performing team and allocate resources effectively. Process Optimization: Identified staff development opportunities and led process improvements. Client Partnerships: Initiated new programs and fostered strategic client partnerships, improving workforce compliance and performance. Stakeholder Relations: Strengthened relationships with clients and cross-functional teams to meet business objectives.CenterFirst Consulting Indianapolis, INQuality Monitoring Specialist (Contract)January 2018 May 2018 Client Guidance: Assisted clients in developing quality monitoring programs tailored to their needs. Metrics Interpretation: Analyzed and reported on compliance and quality metrics, providing actionable insights. Continuous Quality Improvement: Enhanced value through quality improvement activities and internal efficiency. Quality Assessment: Monitored and reviewed calls and cases to ensure adherence to quality standards.Genentech Pharmaceuticals San Francisco, CACase Manager/Patient Resource Specialist (Contract)October 2016 July 2017 Regulatory Compliance: Ensured secure data collection from patients and doctors in compliance with US laws. Quality Assurance: Validated and reviewed patient cases daily to maintain high-quality standards. Patient Education: Communicated insurance benefit results clearly to patients and physician offices. High-Volume Call Handling: Managed over 400 calls weekly, demonstrating strong multitasking and problem-solving skills. Leadership and Compliance: Modeled compliance and conduct standards, fostering a culture of integrity.Transmart Inc / Blinq San Francisco, CAOnboarding and Training DirectorJune 2015 April 2016 Recruitment Lifecycle Management: Managed recruitment and hiring for a full operations team. Employee Handbook Development: Created an Employee Handbook with SOPs to ensure compliance and consistency. Policy and Procedure Innovation: Developed policies to enhance organizational agility. Client-Centric Approach: Collaborated with clients to align objectives and provide feedback. Performance Excellence: Oversaw performance and client satisfaction programs, generating detailed analytical reports. Incentive Program Design: Created incentive programs to drive exceptional performance. CRM Implementation: Designed and implemented a CRM system in Salesforce for enhanced data tracking. Client Relationship Management: Maintained relationships with over 10 clients to ensure satisfaction.Virgin America Airlines San Francisco, CAOnboarding and Training ManagerJuly 2014 June 2015 Training Program Maintenance: Updated training programs for two Contact Centers to align with organizational goals. Train the Trainer Certification: Conducted certification for new trainers, ensuring consistency in training. Program Enhancement: Improved training programs with a blended learning approach. Continuous Evaluation: Analyzed training metrics and offered recommendations for improvement. Quality Metrics: Participated in quality metrics and call calibrations to maintain standards.LesConcierge Inc San Francisco, CAService Quality and Analyst ExecutiveAugust 2010 December 2013 Performance Tracking: Delivered reports to track performance and identify training needs. Data Reporting: Compiled and interpreted data for decision-making. Client Alignment: Conducted meetings to align team objectives with client goals. Individualized Training Plans: Developed training plans to address competencies and improvements. Incentive Program Development: Created programs to motivate staff and drive performance. Service Quality Form Enhancement: Improved service quality evaluations through focus group feedback.Carnival Cruise Lines Miami, FLTariffs, Ticketing, and Training Sr. ManagerJune 1992 May 2010 Recruitment Management: Oversaw hiring of 30+ employees annually. Effective Onboarding: Led onboarding for new employees, ensuring smooth integration. Ongoing Development: Provided weekly coaching and training to a team of 25. Training Design: Assisted in designing training programs and manuals. Operational Analysis: Conducted performance analysis to enhance operational standards. Call Center Efficiency: Managed call volume to achieve efficient customer service.EDUCATION Psychology, Emporia State University (2 years)PROFESSIONAL COURSES Management Development, Johnson and Wales University, Miami Six-Sigma Green Belt Certification, Villanova UniversityTECHNICAL SKILLS Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) CRM Systems Tableau |
