My goal is to grow my network of successful, professional women across the globe.
With proven team development skills
leadership skills and business acumen
I am an accomplished executive
sales professional and training leader with consultative selling experience as a strength. I coach and lead others to goal attainment
whether its meeting client needs
training implementation or revenue quota.
Senior Director and Operations Lead, Training & Development
August 2020 - Present
I currently lead a team of 180+ training professionals to support a division of 8000 employees.
Sales Training Manager
Blue Cross Blue Shield of Michigan
Febuary 2014 - September 2017
Manage a team of Senior Trainers, an Analyst, Training Coordinators and annual summer intern
Coordinate facilities, printing, training schedules for all sales training
Implemented a monthly webinar for the internal sales team, providing a communication method for multiple business partners to share information
Created a monthly newsletter to share critical information with the internal sales team
Manage the lessons learned/debrief process for all training initiatives
Manage the trainer certification process using a Train the Trainer method
Lead trainer for health care reform legislation, including the impact on internal process changes and new product portfolio, 2012-201
Actively represent the sales perspective on various workgroups, including the creation of a sales toolkit for various products and a customer journey mapping project
Collaborate with the corporate marketing team to design marketing strategies, for example the Sites of Care marketing strategy
Attain 6.5/7.0 on instructor-specific evaluation survey questions
Blue Cross Blue Shield of Michigan earned Training Magazine’s Top125 Hall of Fame status, 2016
Consistently exceed expectations during annual performance reviews
Senior Manager, Training & Development
September 2017 - August 2018
As the Senior Operations Manager for Training for KellyConnect, a division of Kelly Services, I work in our Kelly corporate campus supporting our call center, customer services environments.
In leading the Training & Development function, I direct the design, planning, implementation and ongoing delivery of training programs, policies, and procedures across a number of customer services/call center engagements. This role oversees all aspects of training including instructional design, LMS management/ownership, trainer quality and effectiveness, continuous improvement and process optimization to ensure that training obligations and objectives are successfully achieved.
Director, Training & Development
August 2018 - August 2020
As the Director of Training & Development, I lead a training team of 100+ (support staff, trainers, team leads, supervisors and operations managers) to provide training and nesting (ramp) for our contact center clients and internal staff. From new hire to leadership development and coaching, my team supports the operational needs for over 6000 employees.
What I want to learn
I want to learn about organizational development, and how the role of HR is evolving globally.
How I can help you
Some of my areas of expertise include: professional development, change management, organizational development, leadership development, LinkedIn profiles, public speaking and mentoring.
As Senior Director of the Training & Development team for KellyConnect, Jennifer Sutherland is a seasoned training professional with more than 15 years’ experience. In additional to her extensive training experience, Jennifer also has substantial sales and sales management expertise in a variety of industries (banking, healthcare, insurance, IT training, educational software and non-profit). Jennifer leads a training team of 180+ remote training professionals which support internal training and client contact center training needs. As strong advocates for design thinking and adult learning principles, Jennifer’s team is responsible for preparing contact center agents and leaders to exceed customer and client expectations. Through a variety of training delivery methods (virtual ILT, eLearning, blended approach, live classroom, leader’s playbook), her team provides engaging and interactive learning experiences which align with business objectives and meet high performance standards.
Jennifer directs the training initiatives for a division of 8000+ employees, including onboarding, training technology (LMS administration, virtual training delivery platform) and leadership development. Jennifer provides strategic direction, and business goal alignment for the training team. Recent initiatives include implementing a new Learning Management System, transitioning to a new virtual delivery platform and a comprehensive compensation and title alignment project. In addition, she is a critical member of the team related to potential and new client engagement.
Jennifer is active in the learning and development industry by hosting events, publishing articles, and presenting on a variety of topics in panels or as a keynote speaker. She also is a member of the Customer Advisory Board for Lessonly, a growing LMS provider.
Jennifer graduated Summa Cum Laude with an Executive MBA from Davenport University. She is a member of national ATD (Association for Talent Development), Detroit ATD, South Carlina ATD, SOCAP, Inforum and Kelly Service’s own Leadership in Action network. She recently founded and currently chairs the Women’s Alliance Affinity Group for Kelly Services. Jennifer is actively involved with Inforum – she chairs an Affinity Group and is a member of the steering committee for Inforum’s TechnologyNEXT industry group. Jennifer is also active in the community, including being an honored Senator with Junior Chamber International and is a Winning Futures mentor at a Metro Detroit high school. She has also been a business advisor for 3 entrepreneurs for Pacific Community Ventures.