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PHONE NUMBER AVAILABLE EMAIL AVAILABLEDIRECTOR of TRAININGDynamic Training Director with more than 35 years learning and development experience. Demonstrated expertise with global responsibility for developing standards, guidance and consistency for course development and implementation of training, talent management, succession planning, HR Solutions including payroll and time management and management education. Proven experience at uncovering and implementing learning strategies across multiple operations and industries. Skilled knowledge of ADDIE and SAM training development processes including the analysis, design, development, project management, delivery and training evaluation of learning initiatives. Solid training background and expertise with P&L management, warehousing, manufacturing, coaching, mentoring, performance management succession planning. Strong career experience defining best in class, tracking and evaluation of learning programs, organizational design and leadership development from Fortune 500 companies to business startups.Journey to Knowledge Principle Geneva/Elgin, Illinois 5/2012 presentL&D Training & Organizational Development ConsultantCentric Solutions Pharma Logistics Elgin, Illinois 7/2021 10/2021Work as project lead, instructional designer and developer across all Lines of Customer Service, Finance, Router, Sales, and Warehouse to deliver high-quality, leading-edge, instruction for the change and implementation of NetSuite.PWC Geneva/Elgin, Illinois 5/2018 2020L&D Learner Experience Virtual Classroom HostWork as project lead with PWC L&D project teams across all Lines of Service, Sectors, and Markets to deliver high-quality, leading-edge, instructor-led virtual training to both internal and external (e.g., client, alumni) audiences. Design e-learning using WebEx development tools.COUNTRY FINANCIAL Bloomington/Geneva, Illinois 5/2018 12/2019Audit and review of current DSC and MCC Policies, Processes and Procedures. Design, develop and implementation of DSC and MCC SOPs and DSC Training and Development curriculum into the production environment.RANDSTAD TECHNOLOGIES & Forest Solutions Geneva, Illinois 3/2018 2020L&D Learner Experience Virtual Classroom HostWorks with L&D project teams across Lines of Service, Sectors, and Markets to deliver high-quality, leading-edge, instructor-led virtual training to internal and external (e.g., client, alumni) audiences via leader-led, WebEx, Adobe Connect, Camtasia.CENTRIC CONSULTING/REINHART FOODSERVICE Franklin, Wisconsin 6/2017 12/18Centric is a business consulting and technology solutions firm providing full-service management consulting services.Training Consultant, Strategist and Course DevelopmentPerforms needs analysis, performance consulting, and solutions design with an emphasis on custom technology-enhanced or blended learning programs. Duties included project leadership, instructional design and development, curriculum development, needs assessment, evaluation, training delivery, facilitation, writing, editing, and publishing.Research and develop end-user training content for the warehousing workstream, manufacturing, supply chain management, and financeCandidate's Name Page 2 EMAIL AVAILABLECLARITY CONSULTING/JOHNSON CONTROLS INTERNATIONAL Milwaukee, Wisconsin 1/2017 3/2017Global diversified technology and multi industrial leader HVAC, Alarms and Security.ConsultantShort-term project responsible for outlining strategy, project plans and course design, development and delivery to meet Foreign Own, Control and Influence (FOCI) guidelines for all audiences. Lead the approach to training and established methods to identify, monitor and measure performance. Developed 6 courses and developed both the strategy and tactics to educate the associates.EXPERT GLOBAL SOLUTIONS Geneva, Illinois 10/2014 9/2016Global customer and service organization delivering leading outsourced customer and financial care solutions.Director of TrainingManaged multi-center sales and service training programs and staff for nine remote locations. Provided new training program development, design, implementation and evaluation. Coordinated programs with training team for new hire on-boarding and learning instructional development. Reviewed training operations to determine staffing requirements and to design training programs. Managed and developed training staff to meet operational goals and objectives. Directedproject management of all training initiatives. Served as liaison for on-site client review meetings. Performed needs assessment and curriculum development to meet clients key performance indicators and sales goals in the healthcare, financial, travel and entertainment industries. Coached and mentored operations team. Delivered leadership training for sales, financial management, leadership, strategy, and employee development utilizing blended learning including e-learning, virtual classroom and facilitated workshops.Achievements:Developed virtual classroom training programs for management: basic, mid-level and executive leadership. Trained Team Leaders and Operation's Managers on understanding P&L statements and business performance. Yielded 10% improvement in loss hours, 25% improvement in tardiness, 12% reduction in absenteeism and an overall $3 dollar per hour increase in billable hours and sales performance.Identified, monitored and managed external training resources / vendors resulting in a in depth and comprehensive leadership development program covering basic supervisor, manager to executive leadership.Working across company functions developed a consistent onboarding process for new hires and newly promoted leaders. Aligned recruiting and training to reduce attrition by 5% increasing revenue by $729,000.STATE FARM / CLARITY CONSULTING Bloomington, Illinois 2/2012 10/2014US Insurance and Financial Services Group.Consultant/Project Manager Course DevelopmentManaged external instructional design team, leading and supporting the design, delivery and implementation of training. Provided training processes, procedures and program development while managing 16 developers and three team leads for 180 development projects providing 1,650 training deliverables. Developed project schedules to meet and exceed Service Level Agreements, and complete training contracts on time and under budget.Achievements:Streamlined internal course development processes and procedures to reduce go-to-market timelines and lower cost. Developed standardized training materials and project guidelines including a cost estimator tool. Automated design and development practices to reduce time to market by 90 days and saved $1.7 million in labor expenses.Developed instructional processes and training to improve instructional delivery and project management. Delivered 1,850 learning programs and managed 180 projects meeting contract and agreement deadlines and budgets.Lead performance management processes, assessment tools, training and development programs, new learning technologies and coaching through virtual classroom, gamification, facilitated workshops, self-study and coach/mentoring programs.Candidate's Name Page 3 EMAIL AVAILABLECULLIGAN INTERNATIONAL Rosemont, Illinois 5/2006 12/2011Water treatment and filtration systems for commercial and residential customers.Director Training and DevelopmentEstablished training organization and company-wide learning strategy for international operations. Developed leadership certification programs, supervisor and management education, unified sales strategy, guidelines for instructional design, technician and sales certification and common marketing platform.Achievements:Standardized processes for customer focused marketing and sales. Developed certified curriculum and programs for company owned and franchise dealer to improve sales results, increase close rates from 20% to 85% and average multiple sales for seven out of 10 marketing calls.Developed a new training strategy Pillars of Growth with curriculum focused on customer support for consumer, commercial business and industrial sales and service associates and their managers including licensing and certification. Increased annual revenue by $17 million for the household market, $14 million for the commercial, and $8 million for the new industrial market.Created management curriculum, mentor project and stewardship program for leadership development. Resulting in a day-in-the-life of a leader program, a corporate playbook and a corporate learning strategy.Implemented programs to measure training results and knowledge levels. Identified Key Performance Indicators to determine training knowledge averaging classroom results of 98% with a ROI of $6 for every dollar spent.Assists in creating organizational announcements, provide management support in preparing speeches and presentations, contribute to any additional implemented communication programs.APAC CUSTOMER SERVICE Deerfield, Illinois 12/2003 4/2006Customer care solutions and strategy development.Director of TrainingProvided business vision and leadership development to establish strategy, policy, and metrics. Managed $21.8 million training budget, seven direct reports and 124 associates supporting 13 offices. Maintained domestic and international training operations.Achievements:Developed comprehensive sales and service training solutions providing strategy for agents and front-line leaders. Managed $2 million capital investment program utilizing instructors and web-based training for more than 8,000 representatives and 600 operational leaders. Reduce turnover and improved agent performance and KPI results.Designed customer focused training programs to improve company service levels and sales quotas. Developed training program producing a new revenue stream of $640,000.Increased employee satisfaction ratings by 58% within six months and 87% annually with a Coaching for Results program and improved employee communications.BUDGET GROUP Naperville, Illinois 6/2002 7/2003Leading global provider of vehicle rental services through Avis and Budget brands.Director Organization and Training DevelopmentDelivered business solutions to global car rental operation and fleet management. Managed a $1.3 million budget providing training to 1,900 locations, five call centers, and the Corporate University and leadership development programs.Achievements:Reduced customer service training from nine to three weeks lowering cost by $2.2 million and attrition rate by 45%.Built and distributed corporate communications plan.Increased sales 5% both via instore programs and call center operationsCandidate's Name Page 4 EMAIL AVAILABLECultivate and sustain resources to support the effective management and development of management leadership programs: including on-boarding, 360 feedback, executive coaching, and development planning.Created leadership program to increase talent pool and succession planning up to the General Manager.Lucent Technologies/AT&T Geneva, Illinois 7/1970 7/2001Leading Global Telecommunications providerGlobal Director of Training Development and Delivery, Lucent TechnologiesAdvanced the organizational learning strategy and effectiveness program for Sales and Service Associates, Call Center agents and customers ensuring it supports the organization's business strategies and is consistent with company values.Managed development and delivery of technician, sales, manage and leadership training.Developed leadership curriculum in support or sales and service.Managed design and delivery of all areas of training and developed the metrics to track overall effectiveness of programs.EDUCATIONMaster of Business AdministrationBreyer State University, Kamiah, IdahoBachelors of Science in Business AdministrationBreyer State University, Kamiah, IdahoCERTIFICATIONSCertified Performance Technologist |
