CARRIE HILL
Lakewood,OH
Summary
Learning and development leader with 20+ years of experience spanning training creation, coaching, and customer experience operations. Proven track record in enterprise onboarding, LMS administration, and performance gains through e-learning improvements. Builds learning solutions that address business and learner needs while managing complex programs with measurable results.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Implementation Manager 2, Services: Vision
GRACE HILL
Remote
02.2022 - 09.2026
- Delivered 35 client launches in H1 2026, including 18 new logos, 8 migrations, 6 upgrades, and 3 resets, with 100% adjusted on-time delivery and 91.2% LOE.
- Facilitated end-to-end enterprise onboarding and implementation programs, translating client needs into effective training, education, and adoption solutions across multiple concurrent initiatives.
- Coordinated learning and onboarding content, stakeholder communications, timelines, and deliverables with cross-functional contributors throughout the program lifecycle to ensure alignment and project success.
- Used surveys, performance metrics, and stakeholder feedback to assess effectiveness and improve learning and implementation programs; achieved 4.9/5 average CSAT and approximately 28–29% survey response rates versus 18% target.
- Oversaw LMS administration and maintained e-learning content to enhance accessibility and support learner and client needs.
- Earned recognition for proactive communication, reliability, quality, accountability, and effective management of complex projects.
- Worked remotely on projects to ensure effective collaboration and communication with team members.
Account Manager
GRACE HILL
Remote
05.2021 - 02.2022
- Served as primary stakeholder contact for client portfolio, facilitating onboarding and ongoing development to enhance client engagement.
- Collaborated with stakeholders to assess needs and coordinate solutions, mitigating risks during sales and implementation processes.
- Utilized training and coaching expertise to align product capabilities with client objectives and drive successful learning outcomes.
Learning Coordinator, Training and Development
Brookfield Properties
Cleveland, Ohio
12.2019 - 05.2021
- Coordinated enterprise learning activities, strengthened training department standards, and supported operational consistency.
- Led project management for centralized training team site build, improving access to training content across the organization.
- Supported corporate learning management system administration and prepared learning-effectiveness reports to inform training strategy.
- Coached on-site leaders in sales training and developed coaching guides adopted across the organization.
- Reviewed mystery shopping program results and aligned findings with leadership to support performance improvement.
Customer Experience Coordinator, Marketing
FOREST CITY REALTY TRUST
Cleveland, Ohio
04.2013 - 12.2019
- Coached associates to meet industry sales and service benchmarks, improving individual performance and elevating customer experience.
- Managed nationwide Sales Process Quality Program, leveraging phone, internet, and on-site mystery-shop data to identify performance gaps and development opportunities, impacting customer experience.
- Updated program standards and policies to reflect industry changes, maintaining compliance and ensuring relevance.
Training & Development Coordinator, BTAD
FOREST CITY REALTY TRUST
Cleveland, Ohio
03.2011 - 04.2013
- Developed training curricula and workflows to enhance associate development and align with organizational performance goals.
- Maintained training compliance records to ensure consistent delivery of development programs across the organization.
Finance Analyst
FOREST CITY REALTY TRUST
Cleveland, Ohio
07.2005 - 03.2011
- Managed $3B residential loan portfolio, produced financial reports, and coordinated with stakeholders to ensure compliance and accuracy while identifying opportunities for process improvements.
- Analyzed complex documentation and financial data, achieving high accuracy in reporting and enhancing decision-making through detailed insights.
Education
Masters in Criminal Justice (MCJ) - Forensic Psychology
Tiffin University
Tiffin, OHB.A. - Psychology
The University of Toledo
Toledo, OHSkills
- Learning and development
- Project management
- LMS administration
- E-learning development
- Onboarding orientation
- Training facilitation
- Coaching and feedback
- Needs analysis
- Stakeholder collaboration
- Program evaluation
- Data analysis
- Performance metrics
- Process optimization
- Change management
- CRM software
- Microsoft Office and Google Suite
CORE COMPETENCIES
LEARNING & DEVELOPMENT | PROGRAM MANAGEMENT | E-LEARNING | CUSTOMER EXPERIENCE | COACHING
Certification
- Coaching Certificates of Completion: Intensive Individual Coaching Skills Master Class, Coaching into the Future: Appreciative Inquiry, Safe Passage: Ethics & Risk Management, Foundations of Coaching
Timeline
Implementation Manager 2, Services: Vision
GRACE HILL
02.2022 - 09.2026
Account Manager
GRACE HILL
05.2021 - 02.2022
Learning Coordinator, Training and Development
Brookfield Properties
12.2019 - 05.2021
Customer Experience Coordinator, Marketing
FOREST CITY REALTY TRUST
04.2013 - 12.2019
Training & Development Coordinator, BTAD
FOREST CITY REALTY TRUST
03.2011 - 04.2013
Finance Analyst
FOREST CITY REALTY TRUST
07.2005 - 03.2011
Masters in Criminal Justice (MCJ) - Forensic Psychology
Tiffin University
B.A. - Psychology
The University of Toledo