QUALIFICATIONS PROFILE

Highly talented and results-driven professional equipped with remarkable ability

in blending innovative and traditional methods to produce a solid foundation fo
r lifelong learning. Show paramount efforts in communicating instructional strat
egies and conducting effective training and development programs to optimize ope
rational processes and increase productivity while simultaneously reducing cost
and lowering turnover. Well-versed in facilitating training to team members whil
e maintaining high ethical and quality standards, professional demeanor, and a c
ooperative attitude. Accustomed to working with people of diverse cultures and h
ighly capable to multitask in a fiercely competitive, challenging, and fast-pace
d environment.

CORE STRENGTHS

- Learning Goals and Objective Evaluation

- Continuous Performance Improvement
- Instructional Design and Curriculum Development
- International and Domestic Training (EMEA)
- Learning Strategy and Consulting
- Leadership, Training, and Team Building
- Organized with Strong Analytical Abilities
- Outstanding Clients and Staff Relations
- Articulate Oral and Written Communication
- Problem Resolution and Decision Making

EMPLOYMENT HISTORY

BANK OF AMERICA - CHARLOTTE, NC: 2001–PRESENT

SVP Contact Center Learning Executive, Global Learning 2010–Present
Expertly manage operational aspects of day-to-day learning activities for consum
er contact centers with a focus on customer service problem resolution, relation
ship deepening, claims processing, fraud detection and compliance training. Work
closely with business executives to prioritize training needs, analyze performa
nce requirements, build learning plans, and determine optimal performance improv
ement solutions. Spearhead and mentor a team of learning managers and learning c
onsultants responsible for sizing, scoping, and deploying learning and performan
ce support solutions. Deliver informative report of key learning metrics to busi
ness partners, including speed to proficiency, associate readiness, resource / b
udget impacts, learning project phase and status, business impact measures. Plan
and coordinate learning activities with human resources, leadership development
, and staffing toward fulfillment of corporate goals.
Notable Achievements:
- Presided over multiple new hire transformation projects resulting in 30%
increase in speed to proficiency, 40% reduction in classroom training time, $50
0K reduction in printing costs while increasing associate satisfaction
- Played a vital role in developing and deploying enterprise on-the-job pr
ocess and structure
- Served as the key team member in the Global Staffing and Learning Integr
ation project
- Applied dynamic leadership talents for Front-Line and Mid-Level Leadersh
ip University
- Masterfully led all initiatives in managing learning budget, new hire tr
aining, and continuing education
- Initiated the development and facilitation of activities related to new
hire and initiative training with shared services partners
- Received the Presidential Service Award for volunteerism in 2008 and 200
9
- Delivered informative and impactful presentations at Masie’s Learning 2007 a
nd 2009 conferences
SVP Design & Development Learning Manager, Global Learning 2004–2010
Supervised internal instructional designers and learning consultants responsible
for analyzing, designing, developing, and evaluating training programs. Built a
nd cultivated long-term quality relationships with learning partners in coordina
ting learning activities. Presented key learning metrics to training leadership
team, including forecast accuracy, resource demand, designer productivity, proje
ct phase and status, budget impacts for supplier builds. Rendered high level of
assistance to Customer Service and Solutions, Consumer Card, Staffing, CAO, CFO,
Risk, Q&P, Diversity and Inclusion, and Compliance lines of business.
Notable Achievements:
- Vigorously participated in a Six Sigma Greenbelt project tasked with def
ining processes and tools related to evaluating training effectiveness
- Served as a significant contributor in developing process flow for newly
formed Global Learning Organization
- Instrumental in establishing an International shared services model to s
upport global initiatives

Instructional Designer, Shared Services 2001–2004

Determined associate development needs; identified performance and learning obje
ctives; and innovated program content to address behavioral and functional knowl
edge needs. Identified performance gaps for curriculum design, development, and
implementation. Developed performance and learning objectives of Bank of America’s c
ulture, sales model, customer service protocol, systems, soft skills, products,
and services. Oversaw skills / performance assessment for candidates, essay and
knowledge assessments, call calibration templates, and process maps.
Notable Achievements:
- Created and developed effective evaluation strategies to assess training
impact on key projects
- Conducted train-the-trainer sessions personally and through telephone co
nference calls to develop competencies and achieve the maximum level of associat
e’s potential
- Primarily held responsible for revising and maintaining the new hire cur
ricula
- Commended for designing the selection process to promote commercial cred
it card customer service representatives
WACHOVIA BANK - CHARLOTTE, NC: 1997–2001
Learning Specialist, Global Cash Management 2000–2001
Directed all aspects of a learning intervention, including needs analysis, desig
n, development, implementation, and evaluation. Functioned as the Curriculum Man
ager for Cash Management training modules owned by other internal partners. Anal
yzed, proposed, and implemented courses from external vendors to curriculum libr
ary.
Notable Achievements:
- Recognized for developing instructional and performance support solution
s to address identified performance gaps
- Partook in divisional small business growth and retention strategies by
serving on the Global Cash Management Small Business Segment Board
Financial Specialist / Loan Officer, Direct Sales 1997–2000
Assumed full responsibility in the entire loan process, including application, a
pproval, underwriting, and closing. Regularly interacted with clients to provide
information in response to inquiries about products and services as well as to
handle various issues in a timely manner.
Notable Achievement:
- Promoted various financial products, such as home equity loans and lines
of credit, automobile financing, personal secured and unsecured loans, and trad
itional and customized financial services through telephone

PRIOR WORK EXPERIENCE

PRUDENTIAL REAL ESTATE & RELOCATION - SHELTON, CT: 1995–1997

- Performance Enhancement Specialist, Regional Training Team: 1996–1997
- Relocation Manager, Client Services Team: 1995–1996

EDUCATION

BACHELOR OF SCIENCE IN EDUCATION

- Southern Connecticut State University, New Haven, CT: 1994

PROFESSIONAL TRAINING

Six Sigma Greenbelt Certification, Bank of America

Design for Six Sigma Certification, Bank of America
Information Mapping Certification
LaMarsh Change Management Certification