Danielle Thompson
Oak Ridge,TN
Summary
As the Learning and Development Team Lead, I spearhead initiatives aimed at enhancing employee skills, optimizing systems, and refining processes within the company. I design and implement comprehensive training programs to foster professional growth and align development efforts with organizational objectives. By collaborating closely with leadership, I assess training needs and promote a culture of continuous improvement, ensuring our team remains agile and responsive to evolving business demands.
Overview
4
4
years of professional experience
Work History
Learning and Development - Team Lead
Goldfein LLC
, Remote
08.2020 - Current
- Conducted daily meetings to discuss progress and obstacles.
- Facilitated collaboration between development team members and other departments.
- Supported project intake and development processes through stakeholder and client objective meetings.
- Curriculum and Training Development:
- Engineered, developed, and revised training materials using standard operating procedure principles to support new project launches and stay under SOC2 compliance and client specifications.
- Quality Assurance:
- Monitored and reviewed over one hundred calls per month to ensure processes were followed to meet monthly SLA.
- Met with department supervisors and managers to calibrate on quality control processes.
Negotiator Specialist
Goldfein LLC
, Remote
12.2022 - 01.2024
- Transitioned to a leadership role focused on department-wide quality control, exception reports, and escalations.
- Oversaw high-priority accounts and ensured adherence to quality standards, reducing errors, and enhancing overall department performance.
- Managed account trends to identify outliers and bottlenecks, providing data-driven insights to improve claim processing efficiency.
- Acted as a key support to the department manager, assisting with strategic decision-making, and ensuring smooth daily operations across the team.
- Collaborated with senior leadership and cross-functional teams to drive improvements and maintain high client satisfaction.
- Leveraged problem-solving skills and a detail-oriented approach to resolve escalated concerns, while ensuring forward momentum on all claims.
Education
Bachelor of Science - Interior Design Technology
East Tennessee State University
Johnson City, TN12-2013
Associate of Science - Interior Design Technology
Pellissippi State Community College
Knoxville, TN12-2011
Skills
- Mentoring and Coaching
- Effective Facilitation
- Organizational Development
- Course Design
- Performance monitoring
- Training material development
- Team development strategies
- Program Optimization
- Staff Training
- Cross-Functional Team Development
- Materials Preparation
- Curriculum Planning
- Classroom Management
- Resource Coordination
Timeline
Negotiator Specialist
Goldfein LLC
12.2022 - 01.2024
Learning and Development - Team Lead
Goldfein LLC
08.2020 - Current
Bachelor of Science - Interior Design Technology
East Tennessee State University
Associate of Science - Interior Design Technology
Pellissippi State Community College
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