Career Highlights
Un-carrier Academy Learning Platform
Launched BigTinCan platform connecting Learners to role-based learning content
Managed multiple Learning Management Systems, Authoring and Video tools
Implemented new learning technology; Amplifire, Articulate 360, Pluralsight, Vidinoti, Monday.com
Customer Interaction Sales Model Strategy
Change management initiative leader
Model design, development + training
Instructional design development + management
Frontline Learning Certification Programs
Developed and launched Learning Journey & Certification programs
Implemented role, title & pay alignment
Frontline Systems Training Environment
Program management leadership
Manage Instructional design team
Customer Experience Insights
Un-carrier Experience Customer Survey program & vendor management
Secret Shop program & vendor management
Social Media Reviews & Ratings
Professional Resume
Manager, Global Product Support Technical Learning & Development
UiPath October 2021-Present
As the UiPath Global Product Support division evolves from a start-up to a thriving, mature organization, my role is focused on building and leading the global training team, with key responsibilities centered on establishing a comprehensive training strategy encompassing onboarding and new hire training, developing on-going continuing education by offering structured Specialization & Core Competencies learning tracks, developing curricula for bi-annual SaaS platform and product release training initiatives, and internal and external professional certification programs.
Supporting the organization through a time of change and growth, I provided focus by implementing a common set of processes and procedures to streamline the training function and drive efficiencies through the standardization and globalization of training development activities, use of instructional design tools, classroom offerings and scheduling, and SME Facilitator training to align L&D activities and engagement.
Aligned to division KPIs and OKRs, the development and communication of training metrics and dashboards has been a priority to illustrate training and learner capacity, learner completion goals, and progress towards L&D objectives to provide actionable insights to leadership.
Sr. Manager, Sales Learning Technology and Operations
T-Mobile July 2019-October 2021
Forward thinking leader, focused on defining and delivering the strategic vision for Learning Technology enablement. Responsible for the management and curation of a Nationwide Retail Learning Management Platform including Learning Management Systems, Authoring & Design Tools, Video production and studio management. Drive stakeholders to identify, define, and prioritize business requirements for learning technology tools. Manage cross-functional partnerships with Systems, Procurement, and IT teams to source and implement learning tools and solutions.
Lead and develop two high performing teams of Sr. program managers, systems analysts, UX/UI Designers and Video Production managers focused on Learning Technology management, content publishing, sustainment and life cycle management supporting 9.000 stores and 50,000 Retail learners nationwide.
Manage organization development and change management initiatives to define team structures, role and title alignment, competencies, and skill proficiency.
Develop organizational process improvement initiatives to streamline operations, design and training program management processes to drive efficiency, increase collaboration and resource allocation.
Sr. Manager, Sales Learning & Development Instructional Design and Operations
T-Mobile July 2018-2019
Led the Operations LMS publishing team responsible for training content test, build and publishing cycles for all Sales training design teams. Deliver executive level ‘state of the business” training completion reporting data across all priority and compliance training initiatives.
Served as the interim-Director during the Sprint acquisition and led the national retail training design organization; spanning multiple design, program management and training operations teams focused on the curriculum mapping, development and launch of New Hire Onboarding, New and On-going Leader development programs, Retail Experience training, and Virtual Retail design teams supporting 5,000 retail stores, 3 Virtual Retail Call Centers and 25,000 learners.
Drive and manage OEM Device Advocacy Programs with Apple, Samsung and Google to upskill frontline agents in device knowledge and handset support provided to customers. This rewards-based program incentivized frontline employees to develop skills and knowledge to support customers and drive sales.
Sr. Manager, Retail Experience Design and Customer Insights
T-Mobile August 2017-July 2018
Led the Retail Experience Instructional Design and Customer Experience Insights teams focused on the management of customer satisfaction data and insights through the Un-carrier Experience Survey (Medallia), Secret Shop (Ipsos) and Ratings & Reviews (Yext) programs. Provided data analysis, insights and reporting across Executive, Field and HQ leadership teams to connect initiative results to customer feedback and responses.
Influenced training design and delivery across all sales training teams using customer data to identify skill gaps and customer needs. Successfully completed a re-design and national launch of the Customer Interaction Sales Model effectively aligning the development of customer relationships to driving sales resulting in increased Net Promoter Scores and Score for Mobile Experts over national goals.
Managed teams of team managers, instructional designers, program managers and business analysts.
Manager, Retail Experience Instructional Design
T-Mobile January 2016- August 2017
Managed and developed a team of Instructional Designers focused on designing customer relationship, sales and coaching training programs supporting Retail Experience projects that enable frontline employees to effectively interact and engage with customers. Rooted in ADDIE fundamentals, implemented LLAMA and SAM design methodologies to simplify needs analysis, and decrease development time while focused on delivering creative, interactive projects on time, and within budget. Successfully completed 35+ training projects spanning Retail Experience, compensation, billing systems, Signature Stores and more.
Consultant, Learning & Development
Implement.com/Arkadin October 2007-December 2015
Skilled consultant effective at providing analysis and evaluation of new and in-flight programs identifying gaps and developing strategic and tactical plans to offer clients support in completing projects within scope, on time and on budget. Organized and led instructional design teams to manage programs and develop in-person and virtual classroom courses, e-learning, Train-the-Trainers, assessment, and evaluation plans. Successfully supported 10+ Microsoft Office 365 initiatives.
Training Manager
Starbucks August 2004-October 2007
Supported curriculum planning, instructional design and facilitation of new hire training and on-going skills development for the Customer Contact Center.
Served as the key business partner to US Finance and Store Operations organizations in designing learning paths to align organizational goals to roles, competencies, and skills. Experienced in translating changes in the business to skill development opportunities and providing courses and leadership facilitation for Career Power, DiSC and Situational Leadership.
Instructional Designer and Trainer
Western Wireless Corporation July 1997-August 2004
Designed, developed, and launched new hire onboarding and on-going education content for the Technical Support call center teams. Trained trainers on content delivery and facilitated leadership training and coaching. Other roles: Call Center Workforce Management Supervisor, Call Center Supervisor