Strategic Learning and Development leader with over 15 years of experience designing and executing high-impact enablement programs in fast-paced environments. Proven expert in building scalable training systems and playbooks that have improved throughput for ove1,000 participants. Recognized for excellence in leadership as the CCUA Young Professional of the Year. Committed to driving organizational growth through data-driven skills-gap assessments, performance coaching, and innovative curriculum design.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Development Officer / Community Relations
Metro Credit Union
Chelsea, MA
08.2022 - Current
Lead an 8-member team through continuous performance coaching and knowledge-sharing initiatives to ensure the attainment of operational and development goals.
Direct the end-to-end facilitation of large-scale wellness seminars and educational programs for over 1,000 attendees.
Manage complex employee engagement programs, overseeing critical milestones for new hire orientations and readiness.
Utilize data-driven insights to refine outreach strategies and track program engagement levels.
Human Resource Training and Development Partner
Metro Credit Union
Chelsea, MA
09.2018 - 07.2022
Operationalized comprehensive training programs using structured playbooks to ensure scalable, consistent delivery across the organization.
Developed standardized training manuals and procedural guides to reduce process variability and hit key performance benchmarks.
Conducted rigorous skills-gap assessments to identify employee readiness and implemented targeted development plans for staff.
Monitored training throughput and participant comprehension to ensure the velocity of new hire activation met organizational needs.
Modeled capacity planning to align trainer availability with high-volume recruitment cycles.
Developed and implemented policies to streamline operational efficiencies across departments.
Led strategic initiatives to enhance member engagement and satisfaction.
Sr. Customer Service Sales Associate
Salem Five Bank
Peabody, MA
06.2013 - 06.2018
Facilitated onboarding training for new associates to ensure total compliance with service and regulatory standards.
Collaborated with cross-functional teams to meet performance metrics and quarterly targets.
Delivered exceptional customer service, fostering strong client relationships and loyalty.
Assisted clients with account inquiries, ensuring accurate and timely resolutions.
Education
High School Diploma -
North Shore Community College
Danvers, MA
06-2016
Skills
Operations Management
Capacity Planning
Scheduling Systems
Customer Onboarding
Performance Metrics
Strategic Planning
Systems Design
Process Improvement
Workflow Optimization
Playbook Development
Records Management
Training Management
Staff Development & Coaching
Cross-functional Collaboration
Certification
Human Skills in the Age of AI - Microsoft & LinkedIn
Integrating Generative AI into the Creative Process - LinkedIn
Microsoft 365 Copilot Essentials Professional Certificate - Microsoft & LinkedIn
Strengthen Your Decision-Making with Generative AI - LinkedIn
Amplify Your Critical Thinking with Generative AI - LinkedIn
Leveraging the Power of Social Intelligence In the Age of AI - LinkedIn
Amplify Your Communication Skills with Generative AI - LinkedIn
Investing in Human Skills in the Age of AI - LinkedIn
Accomplishments
Engagement Growth: Boosted employee engagement by 20% through the design and execution of targeted wellness seminars.
Professional Honors
Alumni Member, National Society of Leadership and Success (NSLS)
Award Recipient, CCUA Young Professional of the Year
Timeline
Business Development Officer / Community Relations
Executive VP of Development/Community Relations at CAC, Boy Scouts of America (BSA)Executive VP of Development/Community Relations at CAC, Boy Scouts of America (BSA)
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA
Manager Corporate Relations & Business Development at Indian School of BusinessManager Corporate Relations & Business Development at Indian School of Business