Carol Cruz
Detroit,MI
Summary
Dedicated and solution-driven professional seeking a challenging opportunity within General Motors' dynamic environment. Leveraging a robust background in learning and development, I am committed to spearheading strategic initiatives and streamlining processes to foster organizational success. With a keen focus on delivering innovative solutions and facilitating the adoption of new Learning Management systems, I bring a global perspective and adept project management skills to offer invaluable operational insight. Eager to foster collaboration across all levels and functions, I am dedicated to delivering unparalleled learning experiences and catalyzing organizational transformation. With over 10 years of customer-oriented experience. I thrive in fast-paced, high-stress environments, consistently delivering results while adhering to deadlines.
Overview
17
17
years of professional experience
Work History
GM Learning Specialist
General Motors
Detroit , MI
11.2015 - Current
- Oversaw business processes related to the setup and deployment of courses, programs, and certifications, providing daily support and guidance to customers on system functionality
- Conducted analysis and resolved application issues within the Learning Management System (LMS), collaborating with the technical team to implement solutions
- Conducted training sessions for LMS administrators and training coordinators, ensuring proficient system usage
- Created and maintained comprehensive customer support documentation to aid in issue resolution
- Played a key role in the design and development of instructional materials for various course development initiatives
- Facilitated the loading, testing, and troubleshooting of web-based courses and designed team processes and procedures to streamline operations
- Collaborated extensively with business functional teams globally, utilizing critical thinking and analytic skills to manage in a fast-paced, ambiguous, and high-volume environment
- Delivered outstanding customer service to internal and external customers, assuming ownership and responsibility for solving customer problems
- Maintained Corporate Required Training (CRT) and adhered to standards and governance for protecting personal data in alignment with Legal and Data Privacy guidelines
- Assisted in delivering exceptional service across GM in alignment with GBS priorities and Net Promoter Scores
- Provided Tier 2 Support and served as the Training Liaison for the People Services Center (PSC)
- Supported course creation, training, reports, etc., and performed functional course testing
Learning/Commitment of Accountability Program Agent
GM Learning Services Center - Aerotek
Detroit , MI
02.2007 - 11.2015
- Instructed others on the effective use of the Learning Management System (LMS) for the Commitment Accountability Program
- Provided navigational support for users accessing the LMS and assisted in identifying and addressing language training needs
- Inputted web-based and classroom course materials into the LMS and processed and deployed course materials directly to history and pre-enrolled rosters
- Served as the primary contact for Leadership and IT Functional Learning Teams regarding Instructor-Led Training
- Coordinated with the Center of Excellence (COE) for Waitlist Only, Instructor, and Facility Adds
- Maintained accountability for upholding Service Level Agreements (SLAs) related to learning support and stood in as facilitator for the 360: Zenger Folkman’s Extraordinary Leader Workshop when necessary.
Education
Business
Davenport University
Skills
- Exhibit exceptional customer service to both internal and external stakeholders, taking ownership of and resolving customer concerns
- Expertise in learning, data analysis, project development, delivery, and measurement of learning solutions
- Project management skills, detail-oriented, resourceful, and able to multitask effectively
- Strong understanding of analytics and leveraging insights for delivering best-in-class reporting solutions and dashboards
- Ability to handle conflict and build strong relationships and networks to create synergies and best practices within business functions globally
- Thrive in collaborative atmospheres and believes in the power of innovation through differing viewpoints
- Highly motivated, eager to learn, and willing to take on new challenges
Values
My core values closely align with GM's Behaviors, prioritizing customer satisfaction, embracing innovation, fostering teamwork, demonstrating boldness, upholding integrity, and promoting inclusivity. I am committed to embodying GM Behaviors in all aspects of my work.
Timeline
GM Learning Specialist
General Motors
11.2015 - Current
Learning/Commitment of Accountability Program Agent
GM Learning Services Center - Aerotek
02.2007 - 11.2015
Business
Davenport University
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