Hi, I’m
Jerry Oliveira
Learning & Employee Experience
South River,NJ
Summary
Strategy leader with a belief that people are an organization's greatest value proposition and providing them purpose through meaningful learning solutions and skill development closes the gap and enhances brand and culture, proactively. Modeling a followership leadership style in a career of adult learning experiences and project/product management is founded on passion and grit. Over 3 decades of institutional knowledge and an established business and technology subject matter expertise from the frontline to people leader level.
Overview
30
years of professional experience
5
Certifications
1
Language
Work History
Altice USALong Island City, NY
Director of Operations
06.2022 - Current
Job overview
- Led 4 teams: 1) Readiness Project Managers, 2) Communications and Content Management, with dotted line to 3) Learning Design, and 4) Learning Delivery and Facilitation.
- Assessed organizational and executive (including C-Suite) leadership needs and alignment to guide learning and operational strategy.
- Developed strategic partnerships and connected with clients to drive business development for 3 Consumer (B2C) and 2 Business (B2B) Sales channels: Contact Centers, Field Sales, and Retail.
- Spearheaded learning and engagement strategy and project management for company rebrand, resulting highest achieved employee adoption of brand ambassador mindset.
- Streamlined and optimized training and operational processes using analytics tools to address client-specific metrics.
- Organized and managed vendor relationships to support launch of products and offers for 2,000 Sales/Retail employees.
Altice USALong Island City, NY
Director of Training and Development
04.2021 - 05.2022
Job overview
- Instituted Learning and Development team from ground up: Delivery (6 Learning Specialists), Design/Content (4 Instructional Design Specialists) teams, and 2 People Managers).
- Developed and managed learning strategy for 12 global BPO (Business Process Outsourcing) call centers (150+ agents each), including onboarding project management, quarterly business reviews, and on-site visits.
- Implemented 4 facilitator-led onboarding programs and 2 people leader programs within 2021 fiscal year.
Coached and developed staff resulting in improved performance and career progression to leadership roles. - Initiated and sponsored project management of implementation of Brainshark learning management system.
- Monitored learning and development programs to evaluate continuous improvement and ROI to performance, resulting in revamping and launching 2 new hire onboarding programs.
Altice USALong Island City, NY
Learning Manager
06.2017 - 03.2021
Job overview
- Prepared effective omnichannel learning solutions across different modalities (in-person, virtual learning, train-the-trainer, self-paced/e-learning) addressing development needs, leveraging team of 10 learning professionals.
- Launched Coaching Certification Program Manager for people leaders: DiSC and Strength Finders; and delivered management awareness training focusing on industry organizing and collective bargaining.
- Attained team average 60-90 NPS (net promoter score) of participant reaction to instructor-led training sessions using Level 1 Surveys (Kirkpatrick Measurement).
- Launched first revised enterprise onboarding/orientation program and leadership development program on industry-trending topics, including mindset, feedback, diversity and inclusion, emotional intelligence, and communication.
- Implemented OSS/BSS conversion (operations support system and business support system) tools training program: including critical systems/tools preview workshops to prepare and reduce learning curve.
- Customized and curated learning paths and channels of development and skills training adapting to client needs. Topics included: Working Remote, Unconscious Bias, Diversity and Inclusion, and Language of Race (News/Journalism).
Cablevision Systems CorpNewark, NJ
Learning Specialist
02.2014 - 05.2017
Job overview
- Achieved top-rated score out of 20 facilitators across enterprise championing utility facilitation of various audiences: Sales, Customer Care/Tech Support, Leadership Development, and Field Services.
- Facilitated catalog of 4 leadership development workshops: Performance Review Conversations, Behavioral Interviewing, DiSC Profiles, and Fearless Reinvention.
Cablevision Systems CorpPiscataway, NJ
Advanced Field Technician
01.1999 - 01.2004
Job overview
- Mentored new hire employees during 2-month ramp-up period to validate safety competencies and technical skills.
- Evaluated installation needs 3 days prior to scheduled appointment and service gaps through survey and quality assurance analysis.
TKR CablePiscataway, NJ
Collections
09.1993 - 12.1998
Job overview
- Achieved save ratio of 80-90% accounts in collection to maintain resolution of past due payments and customer retention
Education
Villanova University
Master Certificate of Adult Studies from Project Management
05.2001
Villanova University
Master Certificate of Adult Studies from Human Resources Management
05.2001
Villanova University
Master Certificate of Adult Studies from Business Intelligence
05.2001
Villanova University
Master Certificate of Adult Studies from ROI Methodology
05.2001
SophiaCurrently In Progress
Bachelor of Arts from Business Administration And Management
05.2001
Skills
Learning and Talent Development
Project/Product Management: MS Teams, Vizio, Confluence/JIRA
Microsoft Office: PowerPoint, Outlook, SharePoint, Excel, Word
Learning Management Systems: Cornerstone, Success Factors, Brainshark, Percipio, LinkedIn Learning
Learning Design: Articulate, Adobe Creative Cloud
Hiring and Retention
People Management and Development: Regional, National, International
Charismatic Leader
Contract and Vendor Management
Certification
Certified Professional of Business Intelligence
Timeline
Director of Operations
Altice USA
06.2022 - Current
Director of Training and Development
Altice USA
04.2021 - 05.2022
Learning Manager
Altice USA
06.2017 - 03.2021
Learning Specialist
Cablevision Systems Corp
02.2014 - 05.2017
Villanova University
Master Certificate of Adult Studies from Project Management
05.2001
Villanova University
Master Certificate of Adult Studies from Human Resources Management
05.2001
Villanova University
Master Certificate of Adult Studies from Business Intelligence
05.2001
Villanova University
Master Certificate of Adult Studies from ROI Methodology
05.2001
Sophia
Bachelor of Arts from Business Administration And Management
05.2001
Advanced Field Technician
Cablevision Systems Corp
01.1999 - 01.2004
Collections
TKR Cable
09.1993 - 12.1998