Jessica Mitic
East Rockaway
Summary
Learning and Development Director that is ready to make a significant impact. Strong focus on team collaboration and achieving results. Proven ability to design and implement effective learning strategies, lead cross-functional teams, and adapt to changing needs. Skilled in curriculum development, employee development, talent management, strategic planning and performance improvement. Respected for reliability, flexibility, and fostering culture of continuous learning. Expert at coordinating program logistics and highly organized with vision and enthusiasm to achieve program goals and objectives.
Overview
12
12
years of professional experience
Work History
Director of Learning and Development
Dallas Holdings for Pret A Manger
New York, USA
02.2024 - Current
- Lead employee engagement project with the Operations team that increased team happiness score from 8.1 to 9.2 in 6-month period
- Developed and implemented a plan to improve the bottom 25% performers that included clear targets,milestones and grading process
- 10% of the attendees improved performance and 15% were managed out of the business
- Reduced entry level employee program from 12 to 7 weeks
- 92% of managers rated the changes as improved engagement and efficiency through the training period
- Led a Coffee Efficiency program which increased speed of service by an average of 10% per store and increased NPS coffee scores by 1.2 in 3 months
- Developed a customer service initiative through blended learning that increased Mystery Shopper NPS scores by 5% within the first quarter
- Managed a $100,000 annual budget with reduce systems cost associated with becoming a franchisee
- Managed various team sizes between ten and four throughout organization changes
Director of Learning and Development
Pret A Manger
New York, USA
01.2022 - 02.2024
- Advised senior management on strategies for improving organizational performance through targeted training initiatives
- Collaborated with the English at Work program to create 10 cohorts of Spanish speaking employees to improve English
- 60% of employees were promoted within one year and 98% said they felt more comfortable performing their role
- Directed the design, development, reporting and delivery of multiple blended learning programs
- Redesigned and monitored the effectiveness of the US Franchise training programs and delivery offers
- Redesigned the external manager process the recruitment questionnaire, training content, study groups and check ins
- This program reduced turnover by 40% in 2023
- Managed a budget of $300,000 annually and a team of 12 that included Designers, Retail Trainers and Learning and Development Managers
Senior Learning and Development Manager
Pret A Manger
New York, USA
03.2018 - 01.2022
- Managed a small budget for Learning and Development projects including external vendor selection
- Analyzed employee feedback and performance data to identify areas of improvement in learning initiatives
- Provided guidance and mentorship for new hires during onboarding process
- Maintained records of all training activities and tracked progress for employees
- Identified and led the redesign of training programs post COVID to allow for virtual options, videos and detailed checklists to increase in store efficiencies
- Responsible for overseeing and managing the training for over 500 General and Assistant Managers
Training and Development Manager
Pret A Manger
New York, USA
03.2015 - 03.2018
- Designed, developed and delivered instructor-led classroom training sessions for up to 800 employees annually
- Led onsite franchisee training programs for up to 60 new hires per opening
- Reviewed existing curricula regularly to ensure content remains relevant and up-to-date
General Manager
Pret A Manger
New York, USA
03.2013 - 01.2015
- Managed all F & B for 3 million dollar a year location with 20 employees
- Trained 8 external managers
Assistant Manager
Pret A Manger
New York, USA
10.2012 - 02.2013
Education
MBA - Executive MBA
Valar Institute
Washington, DC02.2024
Master of Science - Business Administration and Management
St. Joseph's College
Brooklyn, NY06.2009
Skills
- Learning Strategy
- Talent Development
- Team management
- Adaptive learning
- E-learning development
- Curriculum development
- Organizational development
- Training delivery
- Change management
- Innovation management
- Problem-solving
- Organizational leadership
Timeline
Director of Learning and Development
Dallas Holdings for Pret A Manger
02.2024 - Current
Director of Learning and Development
Pret A Manger
01.2022 - 02.2024
Senior Learning and Development Manager
Pret A Manger
03.2018 - 01.2022
Training and Development Manager
Pret A Manger
03.2015 - 03.2018
General Manager
Pret A Manger
03.2013 - 01.2015
Assistant Manager
Pret A Manger
10.2012 - 02.2013
MBA - Executive MBA
Valar Institute
Master of Science - Business Administration and Management
St. Joseph's College