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Background & ExperienceOver 25 years in learning and performance with a focus on people.
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Professional Background & Experience
UiPath
Manager - Support Learning & Development | May 2023 - May 2026
Lead Global Product Support L&D strategy for a worldwide team of product support engineers, with direct accountability for knowledge strategy, learning design, technology platforms, and people development. Pioneer GenAI and agentic innovation to redefine how global teams learn and perform.
▸ Architect and execute a multi-modal global learning strategy spanning eLearning, webinars, knowledge bases, and assessments that equips support engineers to deliver consistent customer value across all regions.
▸ Spearheading agentic AI and GenAI-powered learning programs — including hackathons and innovation competitions — that are redefining how ~500+ support professionals learn and work at UiPath.
▸ Designed enterprise competency model defining career pathways and growth criteria for global support engineering roles; partnering with senior leadership to align capability framework to business growth strategy.
▸ Building adaptable onboarding programs and technical certification roadmaps that accelerate time-to-productivity for new support engineers and deepen expertise for tenured team members.
▸ Deploying modern SaaS coaching and feedback platforms to enable real-time performance development and make manager coaching scalable across a distributed global organization.
▸ Designed and deployed scalable learning experiences equipping global product support engineers to bring continuous value to clients; applied behavioral science principles and advanced instructional design methodology to maximize learning transfer.
▸ Established learning design standards and reusable frameworks that reduced content development time while maintaining consistency across a distributed, multicultural learner audience.
Manager - Support Learning & Development | May 2023 - May 2026
Lead Global Product Support L&D strategy for a worldwide team of product support engineers, with direct accountability for knowledge strategy, learning design, technology platforms, and people development. Pioneer GenAI and agentic innovation to redefine how global teams learn and perform.
▸ Architect and execute a multi-modal global learning strategy spanning eLearning, webinars, knowledge bases, and assessments that equips support engineers to deliver consistent customer value across all regions.
▸ Spearheading agentic AI and GenAI-powered learning programs — including hackathons and innovation competitions — that are redefining how ~500+ support professionals learn and work at UiPath.
▸ Designed enterprise competency model defining career pathways and growth criteria for global support engineering roles; partnering with senior leadership to align capability framework to business growth strategy.
▸ Building adaptable onboarding programs and technical certification roadmaps that accelerate time-to-productivity for new support engineers and deepen expertise for tenured team members.
▸ Deploying modern SaaS coaching and feedback platforms to enable real-time performance development and make manager coaching scalable across a distributed global organization.
▸ Designed and deployed scalable learning experiences equipping global product support engineers to bring continuous value to clients; applied behavioral science principles and advanced instructional design methodology to maximize learning transfer.
▸ Established learning design standards and reusable frameworks that reduced content development time while maintaining consistency across a distributed, multicultural learner audience.
Verus Learning
Founder | Sep 2022 - Present
The pace of change facing today's leaders isn't slowing down — and the organizations that thrive will be the ones that build learning cultures capable of keeping up. Verus Learning exists to help those organizations close the gap between the tools they have, the strategies they need, and the people they're counting on to perform. I work directly with leaders in HR, IT, operations, and L&D to transform training into learning that happens in the flow of work — on any device, at any scale, with measurable impact. Every engagement is grounded in a simple conviction: the most powerful competitive advantage any organization has is a workforce that knows how to learn, adapt, and grow.
What I bring to consulting engagements:
▸ Established learning design standards and reusable frameworks that reduced content development time while maintaining consistency across a distributed, multicultural learner audience.
▸ Strategic learning architecture for mid-to-large enterprises — from needs analysis through deployment, adoption, and ongoing measurement
▸ Learning technology evaluation and platform selection, including Augmented, Mixed, and Virtual Reality solutions that deliver unique, user-specific value when paired with a well-built implementation strategy
▸ Change management strategy for enterprise-wide learning transformations, ensuring new tools and platforms become frictionless, organic parts of everyday work
▸ Organizational capability building through competency model design, onboarding programs, and career development frameworks that equip people to thrive in their roles and grow in their careers
▸ Published thought leadership with the Association for Talent Development (ATD) — TD@Work guide on immersive and mobile-first learning design
Available for speaking engagements on:
▸ The future of learning in the age of GenAI and agentic technology
▸ Building modern, mobile-first learning strategies that scale
▸ Immersive learning: practical strategies for AR, MR, and VR in the enterprise
▸ How behavioral science makes learning stick — and why most training doesn't
▸ From training to performance: aligning L&D strategy to measurable business outcomes
Evidence of a well-designed learning strategy isn't a training catalog — it's a frictionless, organic experience that becomes part of how people work every day. When that happens, individuals win, teams win, and organizations win.
It's About People.
Founder | Sep 2022 - Present
The pace of change facing today's leaders isn't slowing down — and the organizations that thrive will be the ones that build learning cultures capable of keeping up. Verus Learning exists to help those organizations close the gap between the tools they have, the strategies they need, and the people they're counting on to perform. I work directly with leaders in HR, IT, operations, and L&D to transform training into learning that happens in the flow of work — on any device, at any scale, with measurable impact. Every engagement is grounded in a simple conviction: the most powerful competitive advantage any organization has is a workforce that knows how to learn, adapt, and grow.
What I bring to consulting engagements:
▸ Established learning design standards and reusable frameworks that reduced content development time while maintaining consistency across a distributed, multicultural learner audience.
▸ Strategic learning architecture for mid-to-large enterprises — from needs analysis through deployment, adoption, and ongoing measurement
▸ Learning technology evaluation and platform selection, including Augmented, Mixed, and Virtual Reality solutions that deliver unique, user-specific value when paired with a well-built implementation strategy
▸ Change management strategy for enterprise-wide learning transformations, ensuring new tools and platforms become frictionless, organic parts of everyday work
▸ Organizational capability building through competency model design, onboarding programs, and career development frameworks that equip people to thrive in their roles and grow in their careers
▸ Published thought leadership with the Association for Talent Development (ATD) — TD@Work guide on immersive and mobile-first learning design
Available for speaking engagements on:
▸ The future of learning in the age of GenAI and agentic technology
▸ Building modern, mobile-first learning strategies that scale
▸ Immersive learning: practical strategies for AR, MR, and VR in the enterprise
▸ How behavioral science makes learning stick — and why most training doesn't
▸ From training to performance: aligning L&D strategy to measurable business outcomes
Evidence of a well-designed learning strategy isn't a training catalog — it's a frictionless, organic experience that becomes part of how people work every day. When that happens, individuals win, teams win, and organizations win.
It's About People.
T-Mobile | 7 yrs 9 mos
Sr. Program Manager, Learning Technology | Jun 2019 - Sep 2022 · 3 yrs 4 mosLed enterprise learning technology strategy, vendor management, and platform procurement across Retail, HR, IT, and Care learning functions. Owned vendor relationships, budget review processes, and strategic roadmap for learning technology investment.
▸ Launched first-of-kind Augmented Reality (AR) training platform for national retail — led full program lifecycle from vendor selection and contract negotiation through IT integration, change management, and nationwide rollout across 1,000+ store locations.
▸ Managed procurement, legal negotiation, and onboarding of enterprise-wide PMO platform; led cross-functional project eliminating duplicate work across multiple lines of business and reducing implementation timeline.
▸ Spearheaded RFP processes, contract reviews, and signed MSAs for learning technology platforms — ensuring stakeholders across HR, Legal, and Finance could make informed, timely decisions.
▸ Led technical education forums and learning technology launch programs to drive adoption and maximize ROI on new platforms across the organization.
Sr. Instructional Designer, Retail Experience | Aug 2017 - Jun 2019 · 1 yr 11 mos
Influenced core reforms and overhaul of sales and service models with all associated methods and procedures as a lead designer to enhance the retail experience.
▸ Designed and deployed Mobile Expert Certification program using Agile methodology, upskilling approximately 80,000 frontline employees nationwide; program included multi-phase self-directed curriculum mapped to a comprehensive skill gap analysis.
▸ Built the complete training strategy for T-Mobile's first three Signature store openings; delivered on-site facilitator coaching for the Times Square New York flagship launch.
▸ Led end-to-end production of ten interaction model videos for national new hire and onboarding use — managed vendor relationships, creative review, and national distribution.
▸ Authored and designed national Slack launch training for all frontline employees and HQ staff; served as Slack Champion in direct coordination with vendor and T-Mobile application developers.
▸ Co-managed enterprise PMO software RFP and negotiated $1.2M MSA/SOW — partnering with Legal, Procurement, and senior leadership to close agreement on time and within scope.
Manager, Instructional Design & Learning Technology | Oct 2016 - Aug 2017 · 11 mos
Led a team of six senior instructional designers, senior developers, and contract employees to drive innovation in leadership development across HR and multiple business groups. Elevated video production standards, improved resource planning approaches, and strengthened cross-team communication — all while maintaining a sharp focus on micro-learning and mobile-ready design that demonstrated T-Mobile's commitment to every team member's growth.
▸ Managed end-to-end people leadership for a six-person team: hiring, onboarding, mentoring, and developing direct reports to expand team capacity and advance organizational capability in leadership development.
▸ Partnered with program managers, directors, and HR leadership to prioritize and deliver a comprehensive revision to the leadership competency model — establishing clear career development pathways across the organization.
▸ Guided direct reports through pre- and post-production of talent management videos; refined review and approval processes to raise quality standards and increase efficiency across all team outputs.
Sr. Instructional Designer | Jan 2015 - Oct 2016 · 1 yr 10 mos
Spearheaded national sales and customer experience training design for retail associates and leaders, overseeing technical and strategic L&D initiatives for cross-functional teams. Operated at the intersection of instructional design craft, visual brand strategy, and multi-modal content development — delivering cutting-edge learning solutions for some of T-Mobile's most visible national programs.
▸ Designed and implemented learning interventions across the full delivery spectrum — self-paced, blended, virtual, and instructor-led — with a mobile-first lens applied throughout.
▸ Led visual design strategy for the ID team; built Storyline templates adopted organization-wide and partnered closely with vendors and graphic designers to ensure all videos, icons, and imagery authentically represented the T-Mobile brand.
▸ Contributed to landmark national programs including the Signature Store launches (Times Square & Miami), Un-carrier Experience, Interaction Model, Coaching the Un-carrier Factor, and Compensation Reinvention — each requiring senior-level design judgment and cross-functional coordination.
▸ Managed project assignments and peer reviews while cultivating strong working relationships with internal teams and subject matter experts across the business.
Founder | Verus Creative | Jan 2008 - Jan 2015 · 7 yrs 1 mo
Founded Verus Creative on a premise that was ahead of its time: that the science of adult learning is the most powerful tool a brand has for creating consistent, customer-facing impact. By embedding learning theory into brand strategy, Verus Creative helped SMB clients build teams that didn't just know the brand message — they could carry, reinforce, and apply it in every customer engagement.
▸ Designed and delivered custom employee development programs that translated brand strategy into repeatable team behaviors — bridging the gap between marketing intent and frontline execution for clients across web, print, and multimedia channels.
▸ Partnered with clients to document organizational needs and develop tailored brand messaging strategies grounded in adult learning principles; achieved five years of industry leadership in marketing and branding.
▸ Expanded company capabilities by 20% in 2011 through integration of multimedia brand strategies; managed full P&L, vendor and partner relationships, RFP/RFQ creation, and all marketing and outreach initiatives.
MediaPRO: Cybersecurity & Privacy Education | Instructional Design Program Manager (Contract) | Apr 2014 - Dec 2014 · 9 mos
Directed eLearning solutions development and execution for Fortune 100 clients — including Microsoft, Boeing, and others — leveraging industry-standard authoring tools and a proprietary HTML codebase. Simultaneously drove process improvement strategies that measurably reduced the time between sales and deployment.
▸ Partnered with Microsoft to design and develop an innovative developer security training course equipping software engineers with the knowledge to write code that actively minimizes hacking vulnerabilities — a technically complex, high-stakes learning challenge requiring both instructional design expertise and deep subject matter collaboration.
▸ Led implementation of data security and compliance training programs for Fortune 100 clients, managing client relationships to ensure solutions met organizational standards and regulatory requirements.
▸ Identified and executed process improvements that streamlined the handoff from sales to deployment, increasing operational efficiency and improving the client onboarding experience.
Nordstrom | Instructional Designer (eLearning) | Feb 2013 - Apr 2014 · 1 yr 3 mos
Championed the design and implementation of eLearning courses and national training initiatives for Nordstrom Rack, including full end-to-end film production and legally compliant hiring process training deployed across all US Rack store locations. Collaborated with 22 stakeholders to build and execute eLearning project plans for all Rack store managers nationwide — ensuring every deliverable met EEOC regulations governing the hiring process.
▸ Produced 14 instructional videos with complete ownership of the full production lifecycle — pre-production planning, on-site filming, voice-over recording, editing, and post-production in Adobe Premiere Pro — managing all stakeholder revisions through to final approval and national deployment.
▸ Designed and delivered EEOC-compliant hiring process training for all Nordstrom Rack stores across the United States, ensuring legal compliance with federal equal employment opportunity regulations while maintaining an engaging, accessible learning experience for store managers.
▸ Architected a first-of-its-kind training reporting program in collaboration with the business insights team — linking learning data directly to business outcomes and delivering required performance reports to the Senior Vice President overseeing all US Rack stores.
LQ Solutions Vault | Director, Web Content and Instructional Design | Jan 2009 - Jan 2011 · 2 yrs 1 mo
Served as Director of Web Content and Instructional Design, leading the full development and launch of a membership-based corporate online learning portal — a technically complex initiative requiring simultaneous ownership of IT development strategy, vendor selection and management, SQL database architecture, and instructional design. Maintained accountability for optimizing IT development schedules, evaluating and selecting preferred web development partners, and guiding UX design decisions made by PHP developers.
▸ Directed end-to-end technical strategy for the learning portal including SQL database management, WordPress administration, and PHP developer oversight — ensuring the platform was scalable, maintainable, and aligned to corporate client needs.
▸ Managed vendor selection and ongoing vendor relationships for web development partners; evaluated technical capabilities, negotiated engagements, and held partners accountable to delivery timelines and quality standards.
▸ Oversaw creation of 35+ online pages and the customization of corporate training across 26+ titles — representing 100+ in-class training hours and 115+ industry blog linkages — delivering a comprehensive learning resource for corporate members.
▸ Designed training content and managed all WordPress website administration including weekly and monthly member updates, communications, and ongoing content maintenance to ensure a consistent, high-quality member experience.
Officescape | Sr. Program Manager - Teleworking Initiatives | Dec 2006 - Dec 2008 · 2 yrs 1 moLed enterprise client relations and technology strategy for Fortune 500 partners with national presence, advising on technology deployments from broadband infrastructure to SaaS application integration. Created the Telework 530 Program and developed marketing, branding, and sales training tools deployed through the enterprise sales force. Provided strategic consulting including business plan development, sales strategy, and identifying partner synergies to expand SaaS and assessment tool offerings.
LQ Performance Strategies | Manager of Instructional Design | Mar 2005 - Nov 2006 · 1 yr 9 mos
Managed development of adult learning curriculum for a diverse client portfolio ranging from 100 to 57,000 employees — spanning one-day academy sessions to multi-year corporate universities. Delivered 60+ training solutions in nine months across pharmaceuticals, chemical technology, real estate, insurance, and corporate planning sectors. Held full project management accountability for each contract, designing programs incorporating DISC© Awareness, Edward De Bono's Six Thinking Hats©, Relationship Selling, and Strategic Business Development frameworks
Citigroup | Manager of Training and Development | Feb 2003 - Jul 2004 · 1 yr 6 mos
Managed compliance and performance training for groups of up to 20 new and existing banking employees, covering federal regulations including FCRA, GLBA, FDCPA, TILA, and REG B, E, and Z. Applied Linda Richardson's Consultative Telephone Sales model to develop active listening, questioning, and customer escalation skills. Tracked performance metrics of program graduates to identify training gaps and facilitation improvements; designed and facilitated Train-the-Trainer sessions including "Principles of Adult Learning."
Telamon | Corporate Trainer | Dec 1999 - Nov 2002 · 3 yrs
Built and owned all training initiatives for a 200-seat call center from the ground up — developing, teaching, and continuously refining curriculum for the Telamon Call Center. Pioneered web-based job aids that drove measurable behavior change in call center associates. Implemented CBT-based paperless classroom assessments with built-in reporting and tracking. Led the successful training launch for the national Qwest Telecom order fulfillment program
Sr. Program Manager, Learning Technology | Jun 2019 - Sep 2022 · 3 yrs 4 mosLed enterprise learning technology strategy, vendor management, and platform procurement across Retail, HR, IT, and Care learning functions. Owned vendor relationships, budget review processes, and strategic roadmap for learning technology investment.
▸ Launched first-of-kind Augmented Reality (AR) training platform for national retail — led full program lifecycle from vendor selection and contract negotiation through IT integration, change management, and nationwide rollout across 1,000+ store locations.
▸ Managed procurement, legal negotiation, and onboarding of enterprise-wide PMO platform; led cross-functional project eliminating duplicate work across multiple lines of business and reducing implementation timeline.
▸ Spearheaded RFP processes, contract reviews, and signed MSAs for learning technology platforms — ensuring stakeholders across HR, Legal, and Finance could make informed, timely decisions.
▸ Led technical education forums and learning technology launch programs to drive adoption and maximize ROI on new platforms across the organization.
Sr. Instructional Designer, Retail Experience | Aug 2017 - Jun 2019 · 1 yr 11 mos
Influenced core reforms and overhaul of sales and service models with all associated methods and procedures as a lead designer to enhance the retail experience.
▸ Designed and deployed Mobile Expert Certification program using Agile methodology, upskilling approximately 80,000 frontline employees nationwide; program included multi-phase self-directed curriculum mapped to a comprehensive skill gap analysis.
▸ Built the complete training strategy for T-Mobile's first three Signature store openings; delivered on-site facilitator coaching for the Times Square New York flagship launch.
▸ Led end-to-end production of ten interaction model videos for national new hire and onboarding use — managed vendor relationships, creative review, and national distribution.
▸ Authored and designed national Slack launch training for all frontline employees and HQ staff; served as Slack Champion in direct coordination with vendor and T-Mobile application developers.
▸ Co-managed enterprise PMO software RFP and negotiated $1.2M MSA/SOW — partnering with Legal, Procurement, and senior leadership to close agreement on time and within scope.
Manager, Instructional Design & Learning Technology | Oct 2016 - Aug 2017 · 11 mos
Led a team of six senior instructional designers, senior developers, and contract employees to drive innovation in leadership development across HR and multiple business groups. Elevated video production standards, improved resource planning approaches, and strengthened cross-team communication — all while maintaining a sharp focus on micro-learning and mobile-ready design that demonstrated T-Mobile's commitment to every team member's growth.
▸ Managed end-to-end people leadership for a six-person team: hiring, onboarding, mentoring, and developing direct reports to expand team capacity and advance organizational capability in leadership development.
▸ Partnered with program managers, directors, and HR leadership to prioritize and deliver a comprehensive revision to the leadership competency model — establishing clear career development pathways across the organization.
▸ Guided direct reports through pre- and post-production of talent management videos; refined review and approval processes to raise quality standards and increase efficiency across all team outputs.
Sr. Instructional Designer | Jan 2015 - Oct 2016 · 1 yr 10 mos
Spearheaded national sales and customer experience training design for retail associates and leaders, overseeing technical and strategic L&D initiatives for cross-functional teams. Operated at the intersection of instructional design craft, visual brand strategy, and multi-modal content development — delivering cutting-edge learning solutions for some of T-Mobile's most visible national programs.
▸ Designed and implemented learning interventions across the full delivery spectrum — self-paced, blended, virtual, and instructor-led — with a mobile-first lens applied throughout.
▸ Led visual design strategy for the ID team; built Storyline templates adopted organization-wide and partnered closely with vendors and graphic designers to ensure all videos, icons, and imagery authentically represented the T-Mobile brand.
▸ Contributed to landmark national programs including the Signature Store launches (Times Square & Miami), Un-carrier Experience, Interaction Model, Coaching the Un-carrier Factor, and Compensation Reinvention — each requiring senior-level design judgment and cross-functional coordination.
▸ Managed project assignments and peer reviews while cultivating strong working relationships with internal teams and subject matter experts across the business.
Founder | Verus Creative | Jan 2008 - Jan 2015 · 7 yrs 1 mo
Founded Verus Creative on a premise that was ahead of its time: that the science of adult learning is the most powerful tool a brand has for creating consistent, customer-facing impact. By embedding learning theory into brand strategy, Verus Creative helped SMB clients build teams that didn't just know the brand message — they could carry, reinforce, and apply it in every customer engagement.
▸ Designed and delivered custom employee development programs that translated brand strategy into repeatable team behaviors — bridging the gap between marketing intent and frontline execution for clients across web, print, and multimedia channels.
▸ Partnered with clients to document organizational needs and develop tailored brand messaging strategies grounded in adult learning principles; achieved five years of industry leadership in marketing and branding.
▸ Expanded company capabilities by 20% in 2011 through integration of multimedia brand strategies; managed full P&L, vendor and partner relationships, RFP/RFQ creation, and all marketing and outreach initiatives.
MediaPRO: Cybersecurity & Privacy Education | Instructional Design Program Manager (Contract) | Apr 2014 - Dec 2014 · 9 mos
Directed eLearning solutions development and execution for Fortune 100 clients — including Microsoft, Boeing, and others — leveraging industry-standard authoring tools and a proprietary HTML codebase. Simultaneously drove process improvement strategies that measurably reduced the time between sales and deployment.
▸ Partnered with Microsoft to design and develop an innovative developer security training course equipping software engineers with the knowledge to write code that actively minimizes hacking vulnerabilities — a technically complex, high-stakes learning challenge requiring both instructional design expertise and deep subject matter collaboration.
▸ Led implementation of data security and compliance training programs for Fortune 100 clients, managing client relationships to ensure solutions met organizational standards and regulatory requirements.
▸ Identified and executed process improvements that streamlined the handoff from sales to deployment, increasing operational efficiency and improving the client onboarding experience.
Nordstrom | Instructional Designer (eLearning) | Feb 2013 - Apr 2014 · 1 yr 3 mos
Championed the design and implementation of eLearning courses and national training initiatives for Nordstrom Rack, including full end-to-end film production and legally compliant hiring process training deployed across all US Rack store locations. Collaborated with 22 stakeholders to build and execute eLearning project plans for all Rack store managers nationwide — ensuring every deliverable met EEOC regulations governing the hiring process.
▸ Produced 14 instructional videos with complete ownership of the full production lifecycle — pre-production planning, on-site filming, voice-over recording, editing, and post-production in Adobe Premiere Pro — managing all stakeholder revisions through to final approval and national deployment.
▸ Designed and delivered EEOC-compliant hiring process training for all Nordstrom Rack stores across the United States, ensuring legal compliance with federal equal employment opportunity regulations while maintaining an engaging, accessible learning experience for store managers.
▸ Architected a first-of-its-kind training reporting program in collaboration with the business insights team — linking learning data directly to business outcomes and delivering required performance reports to the Senior Vice President overseeing all US Rack stores.
LQ Solutions Vault | Director, Web Content and Instructional Design | Jan 2009 - Jan 2011 · 2 yrs 1 mo
Served as Director of Web Content and Instructional Design, leading the full development and launch of a membership-based corporate online learning portal — a technically complex initiative requiring simultaneous ownership of IT development strategy, vendor selection and management, SQL database architecture, and instructional design. Maintained accountability for optimizing IT development schedules, evaluating and selecting preferred web development partners, and guiding UX design decisions made by PHP developers.
▸ Directed end-to-end technical strategy for the learning portal including SQL database management, WordPress administration, and PHP developer oversight — ensuring the platform was scalable, maintainable, and aligned to corporate client needs.
▸ Managed vendor selection and ongoing vendor relationships for web development partners; evaluated technical capabilities, negotiated engagements, and held partners accountable to delivery timelines and quality standards.
▸ Oversaw creation of 35+ online pages and the customization of corporate training across 26+ titles — representing 100+ in-class training hours and 115+ industry blog linkages — delivering a comprehensive learning resource for corporate members.
▸ Designed training content and managed all WordPress website administration including weekly and monthly member updates, communications, and ongoing content maintenance to ensure a consistent, high-quality member experience.
Officescape | Sr. Program Manager - Teleworking Initiatives | Dec 2006 - Dec 2008 · 2 yrs 1 moLed enterprise client relations and technology strategy for Fortune 500 partners with national presence, advising on technology deployments from broadband infrastructure to SaaS application integration. Created the Telework 530 Program and developed marketing, branding, and sales training tools deployed through the enterprise sales force. Provided strategic consulting including business plan development, sales strategy, and identifying partner synergies to expand SaaS and assessment tool offerings.
LQ Performance Strategies | Manager of Instructional Design | Mar 2005 - Nov 2006 · 1 yr 9 mos
Managed development of adult learning curriculum for a diverse client portfolio ranging from 100 to 57,000 employees — spanning one-day academy sessions to multi-year corporate universities. Delivered 60+ training solutions in nine months across pharmaceuticals, chemical technology, real estate, insurance, and corporate planning sectors. Held full project management accountability for each contract, designing programs incorporating DISC© Awareness, Edward De Bono's Six Thinking Hats©, Relationship Selling, and Strategic Business Development frameworks
Citigroup | Manager of Training and Development | Feb 2003 - Jul 2004 · 1 yr 6 mos
Managed compliance and performance training for groups of up to 20 new and existing banking employees, covering federal regulations including FCRA, GLBA, FDCPA, TILA, and REG B, E, and Z. Applied Linda Richardson's Consultative Telephone Sales model to develop active listening, questioning, and customer escalation skills. Tracked performance metrics of program graduates to identify training gaps and facilitation improvements; designed and facilitated Train-the-Trainer sessions including "Principles of Adult Learning."
Telamon | Corporate Trainer | Dec 1999 - Nov 2002 · 3 yrs
Built and owned all training initiatives for a 200-seat call center from the ground up — developing, teaching, and continuously refining curriculum for the Telamon Call Center. Pioneered web-based job aids that drove measurable behavior change in call center associates. Implemented CBT-based paperless classroom assessments with built-in reporting and tracking. Led the successful training launch for the national Qwest Telecom order fulfillment program