Demetrice Bryant
Senior Director Support Services
Atlanta,GA
Summary
Accomplished Senior Director with extensive experience at Priceline, specializing in Strategic Learning Design and Organizational Culture Change. Successfully led the Priceline Academy, resulting in a 20% increase in Customer Satisfaction (CSAT) through innovative training initiatives. Recognized for expertise in Quality Assurance and mentoring, which consistently boosts team performance and operational efficiency. Committed to leveraging proven strategies to drive continuous improvement and organizational success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Director, Global Business Support Services
Priceline
06.2021 - Current
- Director of the knowledge, change and quality assurance strategy for Priceline.com's global B2B and B2C Customer Care Department
- Leads a team composed of Directors and Senior Managers responsible for talent, knowledge, training, instructional design, change, communications, and quality assurance programs across sales and service centers worldwide
- Accomplishments include:
- Designed and implemented Priceline Academy, a collection of scalable training programs created to skill and develop employees in travel sales and services, and that resulted in 25 to 50% sales conversion rates, a 20% increase in CSAT, and 15% increases in retention
- Implemented new hiring personas and aligned auditing forms with business KPIs which improved quality assurance ratings by 20%
- Created new strategies in instructional design with the use of artificial intelligence and innovation that combined yielded a 12% efficiency gain, optimized resource by 200%, and saved $5.1 million
- Led the expansion into South Africa and Peru, and implementations of Amazon Web Services, Docebo, AmplifAI, Kustomer, Salesforce, and Amadeus global distribution system (GDS)
Senior Manager, Curiosity Lab Learning & Development
The Coca-Cola Company
04.2021 - 06.2021
- Developed the divisions first corporate strategy for continuous learning in the Global Legal Function at The Coca-Cola Company
- Accomplishments include:
- Created an employee onboarding strategy for newly hired legal employees
- Conducted a first-level training needs analysis for the legal function
- Curated Phase 1 content for an official onboarding program for newly hired legal employees
Learning & Development Manager
Kaiser Permanente
05.2017 - 04.2021
- Led employee onboarding, learning, quality assurance, business intelligence, and change enablement for Kaiser Permanente Georgia’s unionized health plan call center
- Managed a team of trainers, quality auditors and learning technologists who executed the learning, quality, and coaching needs within the department
- Accomplishments include:
- Created a new hire onboarding, Epic EMR, Customer Service, and clinical appointment scheduling learning and performance program that supported annual growth of more than 22%
- Reduced the number of at fault union grievances with internal career mobility projects that filled talent gaps and reduced succession concerns
- Improved the quality assurance rating by 5% using data-driven and human-centered methods
- Improved change adoption and reduced the time to achieve proficiency with the implementation of the office’s content, communication, and workflow optimization program
- Reduced waste by 12% through streamlined learning pathways, improved curriculum design, and optimized technology use (NiCE, Epic, Intradiem) for analytic insights
Learning Program Manager (Consultant at Coca-Cola)
TEKsystems
02.2016 - 05.2017
- Developed the learning and capability strategies that supported the achievement of the organization’s mission and business performance criteria
- Accomplishment includes:
- Completed an organizational analysis and framework a new Service Excellence training program
- Developed the instructional design plan for the global integration of the HRIS software, Workday
Technical Trainer II
Amazon
09.2016 - 01.2017
- Led global training and awareness initiatives for Amazon.com’s Information Security Governance, Risk, and Compliance department
- Accomplishments include:
- Curated the security awareness content for mandatory training and social engineering campaigns
- Identified a 20% effectiveness gap and devised a plan for enterprise-wide deployment of an integrated learning and security governance program
- Created comprehensive vendor requirements documentation for the information security campaign distribution, learning management tool, and language localization
Director of Training & Communications
Emory University
06.2012 - 09.2016
- Led the learning and communications strategy for Emory University's Research Grants Accounting and Contracts department
- Accomplishments include:
- Designed and implemented a Research Administration training (crediting) certification program
- Developed customized employee engagement, technology, and customer relationship solutions
- Designed competency models, career paths, and skill acquisition programs for all employees
- Improved employee engagement, and retention within the first 12 months of employment with programs that created new leader pipelines and new hire onboarding mentorship
- Transitioned the department to an institutionally supported technology platform, including Salesforce for customer relationships, PeopleSoft for learning management, RoboHelp for digital content, SharePoint for community-based learning, and Adobe Creative Suite for dynamic content
Technical Trainer
Children’s Healthcare of Atlanta
04.2010 - 03.2012
- Responsible for the execution of the learning program for ancillary teams at Children’s Healthcare of Atlanta (CHOA) hospitals and outpatient clinics
- Accomplishments include:
- Delivered and tracked over 1,200 hours annually of technical training including Epic EMR
- Produced technical training with lengths ranging from one hour to three days in duration adhering to strict organizational policy and security guidelines for medical records technology
- Reduced redundancy and training time by 50% with a new instructional design strategy
Director of Staff Development
Central State Hospital
11.2007 - 03.2010
- Directed staff development and training operations for Georgia’s largest (in 2007) mental, medical, and developmental needs hospital, rehabilitation, and skilled-nursing facility
- Led a team responsible for clinical and non-clinical training, instructional design, and compliance performance
- Accomplishments include:
- Led the development of over 1,000 hours of nursing care, clinical, safety, operations, and technical training courses that led to increased compliance with accrediting and auditing agencies
- Led the talent review process and worked with senior management to form workforce development and succession strategy that met state driven goals and key business objectives
- Executed the organization’s on-boarding, professional development, performance management, organizational competency, and compliance plans annually to meet accreditation with The Joint Commission, Medicaid, and the Department of Justice
- Chaired the organizational Human Resource Joint Compliance Committee
- Led the organization's philanthropic initiatives, working in partnership with organizational and community leaders to develop literacy programs and aid underserved communities
Training Project Administrator
State of Georgia
11.2004 - 10.2007
- Managed training operations, and instructional design projects for Georgia’s Department of Family and Children’s Services’ (DFCS) 159 county offices
- Coordinated a team of eight in-house and ten contract instructors and instructional designers
- Accomplishments include:
- Produced 720 hours of classroom training content, with sessions lasting up to six weeks
- Implemented a schedule for trainers that facilitated over 8,000 hours of training per year
- Created and implemented management and supervisory development programs
- Increased the capacity of the training team by 30% with needs analysis and blended learning
Education
Master of Education - Adult Education
University of Georgia
08-2014
Bachelor of Arts - Sociology
Emory University
08-1996
Associate of Arts - Liberal Arts
Oxford College
08-1994
Skills
- Strategic Learning Design
- Needs Assessment and Analysis
- Quality Assurance
- Learning Experience Design
- Data Analysis and Reporting
- Organizational Culture Change
- Change Implementation
- Customer Service Excellence
- Coaching and mentoring
- Learning, Technology, and Innovation
Certification
- Certified Professional in Talent Development, Association of Talent Development, 06/01/21, Present
- Training Specialist, Langevin Learning, 09/01/05, Present
Languages
English
Native/ Bilingual
Timeline
Senior Director, Global Business Support Services
Priceline
06.2021 - Current
Senior Manager, Curiosity Lab Learning & Development
The Coca-Cola Company
04.2021 - 06.2021
Learning & Development Manager
Kaiser Permanente
05.2017 - 04.2021
Technical Trainer II
Amazon
09.2016 - 01.2017
Learning Program Manager (Consultant at Coca-Cola)
TEKsystems
02.2016 - 05.2017
Director of Training & Communications
Emory University
06.2012 - 09.2016
Technical Trainer
Children’s Healthcare of Atlanta
04.2010 - 03.2012
Director of Staff Development
Central State Hospital
11.2007 - 03.2010
Training Project Administrator
State of Georgia
11.2004 - 10.2007
Master of Education - Adult Education
University of Georgia
Bachelor of Arts - Sociology
Emory University
Associate of Arts - Liberal Arts
Oxford College
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