• Led enterprise‑wide learning and communications strategy supporting 1,500+ managers across internal and
external contact centers.
• Designed and launched UPtitude, a global, data‑driven leadership development program strengthening leadership
capability at scale.
• Improved operational efficiency by 15% through AI‑enabled coaching, performance analytics, and accountability
frameworks.
• Influenced senior and executive leaders through clear storytelling and executive‑ready presentations.
• Directed end‑to‑end rollout of a new LMS, delivering on time and within budget while improving access and
engagement.
• Introduced experiential and humor‑based learning designs, driving a 20% increase in learner sentiment and
retention.
• Built and led a high-performing team of senior project managers, mentoring talent, enhancing project leadership
skills, and ensuring successful delivery of complex, cross-functional programs.
• Established program success metrics using survey tools and performance data to evaluate impact.
• Built trusted partnerships across HR, Operations, and IT during periods of change and ambiguity.
• Managed multiple, concurrent enterprise L&D programs across BPO and vendor partner sites supporting 300+
agents per location.
• Developed standardized performance improvement frameworks for 2,000+ employees, strengthening consistency,
accountability, and manager confidence.
• Led cross-functional project teams through full program lifecycles, from design and planning through
implementation and sustainment, including the launch of the company's highest revenue product.
• Drove 10% revenue improvement by aligning performance management strategies with operational goals and partner
expectations.
• Navigated ambiguity across fast-changing initiatives, adapting program delivery while maintaining stakeholder
alignment and outcomes.
• Delivered expert facilitation and coaching across multi‑site contact centers for frontline leaders and managers
• Designed targeted adult‑learning solutions closing skill gaps and elevating leadership effectiveness
• Achieved 10% churn reduction by leading turnaround strategies at underperforming centers
• Served as trusted advisor to senior leaders on performance, engagement, and development planning
• Progressed through people leadership roles (Manager → Sr. Manager → SWAT), consistently delivering revenue growth
• Selected as Top 2% Sales Manager and SWAT member for rapid operational turnarounds
• Held accountability for hiring promotions, labor relations, and complex ER investigations
• Earned formal certification as a training instructor; later expanded facilitation credentials to include DiSC
Practitioner.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Effective Organizational Development Leader bringing proven skills in executive, management, and employee coaching. Polished communicator and presenter, obtaining buy-in from critical initiatives aimed at revamping and revitalizing existing structures.
Dynamic individual with hands-on experience in Leadership Training and talent for navigating challenges. Brings strong problem-solving skills and a proactive approach to new tasks. Known for adaptability, creativity, and a results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Organizational development
Innovation management
Stakeholder management
Diversity and inclusion
Curriculum design
Training facilitation
Executive coaching
Talent management
On-site instruction
Creativity and innovation
Training management
Leadership promotion
Classroom facilitation
Leadership assessment
Knowledge transfer
Presentation delivery
Public speaking
Leadership
Adult learning principles
Management development
Distance learning
Coaching and mentoring
Talent acquisition
Training development
Collaboration
Performance improvement strategies
Dispute resolution
Cross-functional collaboration
HR background
People management
Multitasking and organization
Process improvement
Vendor relationship management
Crisis management
Leadership development
Analytical thinking
Team building
Verbal and written communication
Goal setting
Hiring and retention
Conflict resolution
Operations management
Team management
Performance management
Project management
Change management
Decision-making