Joshua Hitchcock

Launched a new leadership development program focused on helping new leaders navigate the difficult conversations that surround getting to know direct reports, setting expectations, providing coaching and feedback, and holding others accountable. This included building content, collaborating with executive leaders and stakeholders on needs of their departments to tailor the content and role-play scenarios to their needs, allowing for these learnings to be directly applicable to their role, and not simply focused on philosophy. Survey results show a high willingness of adoption, with high net promoter scores.

Directed training programs at all levels, including new hire onboarding, continuing education, change management, and leadership development. The team consisted of four training teams and the instructional design team, supporting seven sales call center locations. This required major collaboration with leaders at all levels. Strong data analysis helped us implement necessary improvements to training processes and procedures, and prove return on investment.

Managed a collaborative team of Instructional Designers for a sales call center environment within the financial sector. Our team focused on partnerships with internal stakeholders to determine department needs, creating content for new hire training, continuing education, major change initiatives, and leadership development. Modalities ranged from instructor led training (ILT - Microsoft PowerPoint), virtual training, e-learning content via LMS, all in combination with extensive video production. Success was ensured through extensive data analysis to prove return on investment.

Managed a team of 15 new hire trainers who oversaw four weeks of instruction and on-the-job training. Worked with Operations Managers to ensure smooth transition, adoption, and return on investment. Used data to drive strategic decisions to update content, and overall experience. Through this strategy, we were able to reduce turn-over in the first 60 days by more than 50%, and reduce compliance violations for those in their first 90 days by more than 65%. The best part of this position was the opportunity to personally develop front line sales persons into new hire trainers, but ultimately, to mentor them to become leaders.

Developed course materials and supported implementation through strong data analysis to determine return on investment. I onboarded and managed two learning management systems (LMS). My passion is to take complicated information and turn it into engaging, easy to understand content, tailored to the audience. I also created a learning and development data analysis program that allowed for strategic decisions that drove on-time completion, content development, trainer performance, adoption, and employee retention (and ultimately the new hire experience).

Managed budget implementations, employee reviews, training, schedules and contract negotiations. Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems. Implemented operational strategies and effectively built customer and employee loyalty.