Senior Director and Operations Lead, Training & Development
KellyConnect
Remote
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
Detroit, MI
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
KellyConnect
Troy, MI
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
KellyConnect
Remote
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.
