Aimee Filler
Medina,Ohio
Summary
Dynamic leader with a robust background in adult learning and operations management, specializing in compliance and training program development that significantly improves business performance. Proven track record of aligning departmental strategies with organizational goals, streamlining processes, and enhancing team capabilities to achieve exceptional service delivery.
Overview
10
10
years of professional experience
Work History
Director of Operations, Quality Assurance and Training
Concora Credit (F.K.A. Genesis Financial Solutions)
Akron, Ohio
02.2022 - 05.2026
- Managed team of leadership personnel and quality specialists overseeing service and compliance performance of operations team to ensure adherence to local, state, and federal credit regulations and meet internal customer service expectations.
- Led the development of all internal skills training for Operational leaders and front-line staff.
- Directed a team of leadership team members and Operations trainers to ensure required job skills were transferred successfully for all new team members at onshore and offshore site locations.
- Developed training programs to enhance team performance and knowledge retention.
- Oversaw required compliance training program across the enterprise.
- Analyze department performance to identify opportunities to improve efficiency.
- Streamlined process workflows to enhance efficiency across departments.
- Collaborated with stakeholders to align operational strategies with business goals.
- Analyzed operational data to identify trends and improve service delivery.
- Facilitated cross-departmental communication to align projects with operational strategies and enhance execution.
- Implemented technology solutions to optimize workflow and resource management.
- Developed and implemented policies and procedures that streamlined workflow processes.
- Worked with management team to develop operational goals aligned with business strategy.
Operations Training Manager
Concora Credit (F.K.A. Genesis Financial Solutions)
Akron, Ohio
09.2019 - 02.2022
- Led operational training team, including operations trainers and training coordinator, to enhance training delivery and effectiveness.
- Managed training and technical projects through design and project management lifecycle, from analysis to post-launch evaluation, ensuring alignment with organizational goals.
- Ensured timely completion of mandatory compliance training across the enterprise, maintaining regulatory standards.
- Developed performance management strategies to meet the unique needs of direct reports and client groups.
- Identified constraints or performance gaps that would impact company performance and budgets.
Staffing Specialist
Signet Jewelers Inc.
Akron, Ohio
04.2019 - 08.2019
- Managed recruitment processes for diverse retail and corporate positions, aligning talent acquisition with organizational needs.
- Developed and implemented staffing strategies aligned with business goals.
- Collaborated with hiring managers to identify staffing needs and job requirements.
- Screened qualified applications through the application, phone screen, and interview process.
- Conducted interviews and assessed candidates for suitability and cultural fit.
- Utilized applicant tracking systems to streamline candidate management processes.
- Facilitated onboarding programs for new hires to support smooth integration into the company and accelerate time to productivity.
- Facilitated training classes for new front-line staff to ensure necessary skills were learned and sustained.
- Collaborated with Human Resource instructional designers to enhance training solutions for customer care employees, improving skill retention.
Level II Field Learning and Performance Improvement Specialist
Signet Jewelers Inc.
Akron, Ohio
07.2016 - 04.2019
- Developed instructional materials in multiple formats, including video, eLearning modules, and instructor-led training curricula, to enhance program effectiveness.
- Designed, developed and implemented training programs for Field Operations.
- Facilitated training sessions for team members and management, promoting knowledge transfer and adherence to performance standards.
- Facilitated training sessions to educate staff on best practices and performance standards.
- Wrote performance and learning objectives outlining conditions and acceptable performance levels.
- Managed review process to ensure accuracy and successful execution of learning materials.
- Analyzed performance data to identify areas for improvement across operations.
- Led projects through the design lifecycle from scope, analysis, design, development, launch and evaluation.
Education
Master of Science - Management and Leadership
Western Governors University
Salt Lake City, UT05-2022
Bachelor of Science - Human Resources Management
Western Governors University
Salt Lake City, UT09-2020
Instructional Design for New Designers Certificate -
Langevin
11-2017
Skills
- Operations oversight
- Strategic planning
- Cost control
- Risk mitigation
- Quality assurance
- Performance optimization
- Workforce planning
- Training management
- Talent acquisition
- Management skills
- Supervision skills
- Team development
- Proficient with project management software
- Proficient with Microsoft programs
- Quality management software
- Learning systems expertise
- Instructional Design
- Speech Analytics
- Articulate 360 (Rise, Storyline)
- Supervision skills
References
Available upon request.
Timeline
Director of Operations, Quality Assurance and Training
Concora Credit (F.K.A. Genesis Financial Solutions)
02.2022 - 05.2026
Operations Training Manager
Concora Credit (F.K.A. Genesis Financial Solutions)
09.2019 - 02.2022
Staffing Specialist
Signet Jewelers Inc.
04.2019 - 08.2019
Level II Field Learning and Performance Improvement Specialist
Signet Jewelers Inc.
07.2016 - 04.2019
Master of Science - Management and Leadership
Western Governors University
Bachelor of Science - Human Resources Management
Western Governors University
Instructional Design for New Designers Certificate -
Langevin