Director, Training & Development
First American Home Warranty
Santa Rosa, California
02.2011 - 09.2025
- Led teams of trainers and instructional designers to facilitate learning and operational strategy focused on customer and employee experience.
- Reported to the President/CEO, and launched projects to improve performance, boost engagement, and result in higher customer satisfaction, retention, and revenue growth.
- Established new hire onboarding roadmap with programs and assets customized for multiple teams to deliver a meaningful, engaging experience.
- Developed and implemented learning initiatives to enhance in-house and BPO contact center staff skills and improve performance tracking. Integrated blended learning into an iterative curriculum.
- Continually examined staff performance and VOC (Voice of Customer) data to identify gaps and provide solutions, including AI-assisted capabilities.
- Led change management and communication campaigns to support business needs.
- Developed and led leadership sessions to support the executive team in creating an organizational playbook, and establishing priorities aligned with the business strategy.
- Facilitated multi-team collaboration, establishing open communication channels to drive creativity and surge complex issue resolution.
- Translated vision into reality through storytelling.
- Promoted a culture of belonging and encouraged staff to contribute ideas.
- Established compliance protocols for required learning.