Eileen Heilman
Learning and Development
Huntington Beach,CA
Overview
7
7
years of professional experience
1
1
Certification
Work History
Learning & Development Specialist
AuditBoard
01.2022 - Current
- Championed design, development, evaluation, pilot and delivery of the ARC (Audit, Risk, and Compliance) learning program, enhancing the comprehension of our product solutions and essential contextual knowledge for 70% of our workforce through collaborative efforts with shared services, stakeholders, and subject matter experts.
- Provided coaching and mentoring leveraging CliftonStrengths to 250+ employees at the Executive-level to the IC-level.
- Performs comprehensive needs assessments to pinpoint performance gaps, resulting in the design and facilitation of impactful training programs focusing on self-awareness, effective communication, boundary-setting, and time management skills.
- Full ownership of the Learning Management System (LMS), overseeing technical support, content management, user support, and data analysis.
- Revolutionized new hires' compliance training procedures through integration into a unified training platform alongside other compliance modules, eliminating manual spreadsheet tracking, and introducing automated reporting and notifications.
- Led vendor selection and contract analysis for the Learning Management System and new Audience Engagement tool, presented findings to senior management, and optimized vendor and internal relationships for cost-effective solutions.
- Pioneered automation with Google Apps Script, optimizing calendar organization by seamlessly bulk adding personal and company new hire email addresses.
- Efficiently manages and facilitates the new hire orientation program, successfully onboarding more than 450 new employees in diverse roles to date.
- Directed All-Hands meeting initiatives in collaboration with executives and senior leadership and skillfully facilitated the company-wide All-Hands seamlessly merging business context, core values, and a touch of levity, leading to a 30% increase in employee engagement.
- Revamped the new hire onboarding program for rapid growth with new hire and managerial feedback, combining live sessions and self-paced learning to expedite start dates and reduce ramp-up times, resulting in 100% satisfaction with a strong sense of belonging, and boosting knowledge retention by 40% while emphasizing asynchronous community-building.
- Conducted sentiment survey comment analysis, extracting and categorizing key themes to craft a comprehensive narrative on overall sentiment, providing actionable recommendations that empower executives and senior leadership to guide strategic decision-making and make meaningful improvements for our employees.
- Planned, conducted, and designed comprehensive workshops on various aspects of talent development, including feedback delivery, self, peer, and managerial review writing, compensation fundamentals, job architecture, job leveling, and goal setting, for managers and individual contributors elevating the experience and quality of the talent review process.
Educator
Archdiocese Of Denver & Adams 12 Five Star Schools
08.2018 - 12.2021
- Accommodated students with disabilities in an inclusive classroom.
- Met regularly with team of teachers to discuss best practices and develop innovative teaching strategies.
- Conducted student reporting through observations & progress monitoring.
- Taught in-person, virtual, and hybrid classroom environments.
- Developed and implemented useful behavior management strategies to instill community responsibility.
- Created multifaceted and interactive lessons virtually through LMS.
NACS Expert On Demand
Nike
10.2017 - 05.2018
- Proactively provided personalized customer service through real-time 1:1 messaging within the Nike App, handling 25+ simultaneous interactions.
- Achieved over $35,000 in sales on the Nike App by leveraging consumer analysis and market research to offer informed recommendations of both new and existing products while delivering an elevated 1:1 customer experience.
Customer Experience Specialist
Chegg,
07.2017 - 10.2017
- Responded to high volume of incoming calls (100+ daily) and chats (75+) leveraging active listening to identify customer problems, needs, and opportunities.
- Deescalated customer inquiries, concerns, and complaints with a high degree of empathy, actively involving customers in the resolution process by offering a range of choices and solutions tailored to their preferences, and subsequently conducted follow-ups to confirm the successful resolution of their concerns.
- Recorded customer interactions in CRM database to maintain a detailed and comprehensive customer history.
NACS Digital Support Lead
Nike
06.2016 - 06.2017
- Reduced major manual refunds report by 80% within 6 months by prioritization, strategic collaboration, and gathering sensitive credit card information from consumers to reduce major manual refunds report by 80% in 6 months.
- Managed multiple high-value order incidents concurrently, providing compliant and positive solutions for refunds and exchanges, cross-referencing various databases for accuracy.
- Owned, designed and implemented a specialized return policy framework and process for unwanted or defective units of the self-lacing HyperAdapt 1.0 shoe, one of Nike's premium offerings, ensuring an exceptional and customer-centric return experience.
- Collected and provided consumer feedback to the product development teams regarding issues identified during my evaluations of the returned defective HyperAdapt 1.0 shoe.
Nike+ App, Digital Support Lead
Nike
01.2017 - 03.2017
- Chosen for a special stretch assignment due to exceptional performance, working directly with our loyal VIP consumers.
- Assessed and reviewed specific consumer interactions with the call center, prompted by feedback surveys indicating subpar experiences, in order to identify service recovery opportunities and implement Surprise and Delight initiatives.
- Delivered direct follow-up to VIP consumers, offering insights on product purchases and exclusive brand opportunities, ensuring a tailored experience for our most loyal clientele.
- Organized a comprehensive full-day experience at the exclusive NikeLab Design Studio in San Francisco for a dedicated Nike consumer.
Education
Master of Arts - Curriculum And Instruction
Colorado Christian University
Denver, CO05.2022
Bachelor of Arts - Communication Studies
Carroll College
Helena, MT05.2016
Skills
- Setting Trends in Pedagogy: Strong knowledge of instructional design principles, adult learning theory, and e-learning tools and platforms
- Driven to Innovate: Passionate, creative, & out-of-the-box thinker
- People Obsessed: Nurturing and fostering lasting connections with both internal and external stakeholders
- Adaptive Problem Solver: Proficient in swiftly and collaboratively facing challenges head on, ready to adapt to suggested methods and technologies
- Empathetic Program Management: Expertise in managing training programs, from planning and budgeting to assessment, aligning with organizational goals and demonstrating awareness of stakeholder needs
Certification
- Certified Strengths Coach, Gallup - Issued Mar 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The thing that I have learned is that vulnerability is at the center of fear and shame, but it is also at the center of joy and gratitude and love and belonging.
Brené Brown
Timeline
Learning & Development Specialist
AuditBoard
01.2022 - Current
Educator
Archdiocese Of Denver & Adams 12 Five Star Schools
08.2018 - 12.2021
NACS Expert On Demand
Nike
10.2017 - 05.2018
Customer Experience Specialist
Chegg,
07.2017 - 10.2017
Nike+ App, Digital Support Lead
Nike
01.2017 - 03.2017
NACS Digital Support Lead
Nike
06.2016 - 06.2017
Master of Arts - Curriculum And Instruction
Colorado Christian University
Bachelor of Arts - Communication Studies
Carroll College
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