Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

ANGELICA JACKSON

Country Club Hills,IL

Summary

Learning & Development Leader with 10+ years of experience designing, facilitating, and managing training programs across customer operations and enterprise initiatives. Proven success in leading cross-functional training projects, overseeing large-scale onboarding programs, and driving LMS transitions. Adept at collaborating with stakeholders, developing curriculum, and using data to inform program strategy, with a consistent record of enhancing employee performance and operational efficiency.

Overview

12
12
years of professional experience

Work History

Senior Manager, Partner & Affiliate Program

National Restaurant Association
01.2024 - Current
  • Deepened community insights by conducting data collection, focus groups, and segmentation of the Instructor/Proctor network to create tailored engagement strategies.
  • Developed KPIs and real-time dashboards to monitor training participation, attrition risk, and program effectiveness, enabling proactive interventions.
  • Built a centralized resource hub and scalable onboarding toolkit, improving instructor/proctor onboarding consistency and knowledge retention.
  • Partnered cross-functionally with Sales, Marketing, and Operations to address community risks through policy updates, process changes, and training solutions.

Senior Manager of Training / Training Manager

National Restaurant Association
01.2022 - 12.2024
  • Directed phased training execution for Business Transformation (BT4) projects, delivering readiness sessions for 4 major platform implementations.
  • Led LMS migration from legacy systems to RISE, overseeing content audits, migration strategy, and internal documentation.
  • Designed a cross-training strategy for customer operations teams across multiple brands; collaborated with SMEs to build and launch content in the LMS.
  • Created high-level research presentations summarizing findings on 50 key companies; insights informed leadership’s strategic partnership decisions.

Manager/Supervisor, Customer Operations

National Restaurant Association
01.2014 - 01.2022
  • Managed daily operations for an 12+ member team, improving productivity by 20% and raising customer satisfaction from 75% to 90%.
  • Delivered team coaching, performance reviews, and skill development to drive employee growth and operational success.
  • Presented at quarterly leadership meetings, delivering data-driven insights and gathering feedback for continuous improvement.
  • Designed and facilitated training programs for new hires and cross-functional teams, including onboarding sessions, systems training, and soft skills workshops.
  • Created and maintained training documentation, SOPs, and performance guidelines to standardize operations across teams.

Education

Associate of Applied Science - Business Management

Ashworth University
01-2024

Skills

  • Learning Program Design & Delivery
  • Stakeholder Engagement & Relationship Building
  • LMS Administration
  • Curriculum Development & Facilitation
  • Data-Driven Decision Making
  • Process Optimization & Change Management
  • Cross-Functional Collaboration
  • Project & Program Management
  • Adult Learning Principles

Timeline

Senior Manager, Partner & Affiliate Program

National Restaurant Association
01.2024 - Current

Senior Manager of Training / Training Manager

National Restaurant Association
01.2022 - 12.2024

Manager/Supervisor, Customer Operations

National Restaurant Association
01.2014 - 01.2022

Associate of Applied Science - Business Management

Ashworth University

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