FELICIA RODRIGUEZ
Greater Orlando,FL
Summary
Dynamic and results-driven Learning and Development leader with 24 years of expertise, including over 20 years in leadership roles. Proven track record in designing and implementing impactful learning initiatives that enhance employee performance and engagement. Skilled in leadership development and continuous improvement strategies, fostering a culture of growth and innovation. Committed to driving organizational success through tailored learning solutions aligned with business objectives.
Overview
24
24
years of professional experience
Work History
HEAD OF LEARNING AND DEVELOPMENT
Emovis
01.2024 - Current
- Establish and lead the Learning Center of Excellence for Emovis US including creation of guiding principles, training techniques, and overall learning strategies including call center employee and leadership development.
- Developed and implemented a comprehensive training plan for new Emovis sites across the U.S., ensuring seamless new hire onboarding and consistent training standards across locations.
- Lead strategy and execution of all training initiatives related to the startup of Emovis’ call center for the Florida Turnpike Enterprise.
- Lead the strategy and design of learning and development departments supporting new hire onboarding, ongoing development, coaching, leadership, and employee development programs using blended learning and modern technologies to increase proficiency.
- Create the learning strategy for global tolling contracts with customized strategies, tools, and resources.
- Implemented learning management systems (LMS) and knowledge management systems (KMS) to enhance training delivery and proficiency.
- Measured training effectiveness through feedback, performance metrics, and analytics to ensure alignment with business goals.
ASSISTANT DIRECTOR LEARNING EXPERIENCE
Northwestern Mutual
01.2014 - 01.2024
- Lead the process of building and running the Operational Field Learning department.
- Designed a 5-year strategy for a start-up learning and development team serving over 6,000 learners in the US.
- Managed direct reports including learning consultants, instructional designers, facilitators, coaches, and analysts supporting Operational Field Learning.
- Oversaw operational learning development for all 6,000 field team members through identification of gaps and optimizing content.
- Built out two onboarding curriculums for risk and investments which achieved a 71 net promoter score.
- Created the Operational Field Learning Portal, an online repository for deploying organized training to US field members, achieving 155K page views in existing content and a return user rate of 93% annually.
- Implemented learning strategies for over 3,000 field leaders and 1,500 home office leaders across operations.
- Achieved 100% manager satisfaction scores consecutively.
- Enhanced employee productivity and performance for field and home office employees by 15% to 30% through the execution of learning strategies and solutions.
- Created learning paths for nine teams and trained facilitators to deliver content, decreasing training time by 30% with added proficiency.
- Developed over 55 learning programs across 12 business areas for over 8,000 employees including onboarding training for call center staff that increased employee usage of knowledge management by 275% and leadership development programs focused on coaching resulting in 25% improvement in quality scores.
- Achieved a 100% net promoter score on fully virtual new hire program training over 700 employees annually.
BUSINESS TRAINING MANAGER
Citi
01.2006 - 12.2013
- Led CitiMortgage Customer Service-learning programs, including new hire, leadership, and compliance training from inception to implementation in an efficient manner.
- Owned all facets of project development, including strategy, design, development, implementation, and communication for CitiMortgage customer service-learning efforts.
- Maintained optimal oversight over direct reports, including instructional designers and communications consultants in development and deployment of solutions for national and global audiences. Devised blended learning programs strategies for 5K global employees.
- Gained recognition by ASTD Excellence in Practice awards in 2009 via creation of first flexible curriculum used at Citi to train new hires.
- Crafted and implemented the first virtual Mortgage Collections/Customer Service curriculum for new hire employees.
- Responsible for the start-up of a new training department at Tucson, AZ site.
TRAINING SPECIALIST
JP Morgan Chase
06.2001 - 12.2005
- Created and implemented curriculums, directed training delivery and design, and monitored learning management system.
- Created synchronous and asynchronous learning curricula, assessments and knowledge management content aligned to organization's strategic goals, mission, and vision.
- Responsible for onboarding training for new facilitators in Manilla, Philippines and Dubai, India.
Education
Bachelor of Arts - English/Creative Writing
Southern New Hampshire University
Hooksett, NHSkills
- Adult learning strategies
- E-learning development (Articulate 360/Stroryline)
- Instructional design
- Adaptive learning
- Organizational development
- Learning analytics (Adobe Analytics, Metrics That Matter, Power BI)
- Training delivery virtual and in person
- Curriculum design
- Blended learning
- Learning Management (Workday, Docebo, ADP, Absorb)
- Knowledge Management (USU, Optimizely)
- Performance consulting
- Leadership development
- New employee onboarding
Awards
ATD Excellence in Practice Award, Citi - 2009
CORE COMPETENCIES
Learning & Development Leadership | Learning & Development Strategy | People Management Facilitation | Performance Management | Knowledge Management | Project Management Curriculum Development | Instructional Design | Business Relationship Management | Learning Management Systems & Reporting | Agile Methodology | Communications Performance Consulting | Coaching | Leadership Development
Timeline
HEAD OF LEARNING AND DEVELOPMENT
Emovis
01.2024 - Current
ASSISTANT DIRECTOR LEARNING EXPERIENCE
Northwestern Mutual
01.2014 - 01.2024
BUSINESS TRAINING MANAGER
Citi
01.2006 - 12.2013
TRAINING SPECIALIST
JP Morgan Chase
06.2001 - 12.2005
Bachelor of Arts - English/Creative Writing
Southern New Hampshire University
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