Enue Zelaya
Pinellas Park,FL
Summary
Learning and development manager specializing in onboarding and mentorship programs that enhance employee engagement and retention. Achieved a 16% reduction in early turnover and accelerated time-to-productivity for new hires. Maintained an 85% satisfaction score post-onboarding, reflecting a strong commitment to employee success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Onboarding & Training Manager
Macy’s
Tampa, USA
08.2023 - Current
- Designed, implemented, and scaled a comprehensive enterprise-wide onboarding program, reducing new-hire time-to-productivity.
- Partnered with HR and department heads to build structured 30-60-90 day integration roadmaps, ensuring alignment with company culture and role-specific performance metrics.
- Facilitated engaging welcome sessions and cultural orientation workshops for all new hires, maintaining an average post-onboarding satisfaction score of 85%.
- Conducted organizational needs assessments to identify skill gaps and developed targeted training programs to address business priorities.
- Authored and curated training content, including interactive e-learning modules, standard operating procedures (SOPs), playbooks, and simulations.
- Delivered multi-modal training sessions (instructor-led, virtual, and hybrid) covering core competencies, technical systems, compliance, and soft skills.
- Established a 'Train-the-Trainer' program to equip department leads and subject matter experts (SMEs) with effective instructional delivery techniques.
- Defined and monitored key performance indicators (KPIs) for learning programs, utilizing data analytics to continuously improve course completion rates and content retention.
- Championed continuous improvement initiatives by gathering post-training feedback and executing iterative updates to curriculum design.
- Collaborated with leadership on career pathing and continuous learning initiatives to boost employee engagement and support internal mobility.
- Created specialized leadership development tracks for newly promoted managers, focusing on coaching, performance management, and effective communication.
- Analyzed employee turnover data related to the first 90 days of employment, implementing targeted onboarding interventions that improved early retention. Had a 16% total attrition for 2025.
FBSS Operational Manager
Macy's
Saint Petersburg, USA
03.2019 - 08.2023
- Responsible for supporting Hybrid and Live Chat operations. Manage and support functions across multiple lines of business.
- Led team to support operational results by maintaining key processes, preparing onboarding, and collaborating with vendor/warehouse leadership for execution.
- Lead process/sales improvement initiatives that analyze approaches across Furniture/Bedding, .COM, Credit Customer Service and Credit Granting to identify efficiency opportunities, obtain approval from senior leaders, and drive change.
- Participate in industry benchmarking projects. Analyze productivity metrics, phone metrics, sales metrics, as well as our CES/NPS scores.
- Participated in strategic discussions with senior leaders on expanding vendor services, collaborating with multiple departments to ensure effective execution.
- Managed, coached, and developed direct and indirect reports while planning and directing work, establishing strategies, and addressing employee concerns to meet performance expectations.
- Perform other duties as assigned.
Administrator II
Macy's
Saint Petersburg, USA
03.2008 - 03.2019
- Manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports; provide developmental opportunities; plan, assign, direct, and manage work; establish strategy for work; provide insight and decision support; direct and manage team to meet or exceed performance and behavioral expectations; address complaints and resolve problems from employees.
- Lead process improvement initiatives that analyze approaches across Credit Customer Service and Credit Granting to identify efficiency opportunities, obtain approval from senior leaders, and drive change; participate in industry benchmarking projects.
- Led team maintaining key processes to support operational results of offshore associates; prepared onboarding and interacted with vendor leadership and site teams to ensure execution.
- Supported customer service operations of offshore leaders and agents in Latin America and the Philippines; managed support functions across multiple lines of business including credit customer service and credit granting.
- Collaborated with senior leaders in strategic discussions to expand vendor services; partnered with multiple departments to execute plans.
- Supported functions for negotiating contracts, developing offshore learning strategy, reviewing financial and invoicing controls, and communicating staffing requirements.
Education
Associate of arts - Music & Art
Glendale Community College
Glendale, CA01-1995
Skills
- Learning management
- ELearning Authoring tools
- Learning Strategy
- Content Creation
- Evaluation Frameworks
- Stakeholder Management
- Data analysis
- Report analysis
- Digital Literacy
- Microsoft Office
- Excel expertise
- Time Management
- Adaptive learner
- Client-focused
- Excellent communication
- Learning management
Languages
Spanish, Bilingual
Certification
- McKinsey Leadership Program Alumni
Timeline
Onboarding & Training Manager
Macy’s
08.2023 - Current
FBSS Operational Manager
Macy's
03.2019 - 08.2023
Administrator II
Macy's
03.2008 - 03.2019
Associate of arts - Music & Art
Glendale Community College