Juan (Johnny) Oropeza
Rialto,CA
Summary
Training Program Management professional with extensive leadership experience in staff development motivated to improve organization and employee performance by creating an environment of mutual respect, trust, consensus-building, and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
8
8
years of professional experience
Work History
Training Program Manager
AWS
Irvine, CA
01.2022 - 02.2024
- Manage and guide new hires through their new hire training journey for Support Engineers and Concessions Customer Service Associates
- Maintain training continuation of quality programs with a focus on soft skills and customer interaction such as Quality + workshops for Support Engineers and MATT quality audits for Concessions Customer Service Associates
- Manage new hire schedule and promotional training of the trust and safety program while providing session feedback weekly to operations managers
- Upscale and streamline outdated/excess processes while driving efficiencies for new hires to maximize customer satisfaction
- Strategically own large programs and manage lifecycles of complex initiatives
- Focus on high organization goals and program-related metrics across multiple regions
- Work with global program owners to influence large customer segments, technology decisions, external entity interaction, mentorship and development of others
- Maintain global ownership of Quality training programs while standardizing program manager roles and responsibilities as well as overseeing content development and providing monthly reporting to all global learning and ops stakeholders.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Championed interdepartmental knowledge transfer initiatives to capitalize on internal expertise and streamline learning processes.
- Selected and assigned instructors to conduct specific training programs.
- Managed budgets and resources while ensuring timely delivery of high-quality training materials.
- Reviewed and edited all training materials for accuracy and company policy compliance.
Launch Learning Program Manager
AMZL Logistics - DS Variable
Multi Regional
06.2020 - 01.2022
- Managed launch sites to maintain high compliance to keep the Canada region in the #1 NA AMZL launch ranking (process, safety, on-time dispatch, sort, packages per hour, health & safety,) for 29 weeks year to date
- Tracked Tier 3 onboarding for launch sites
- Communicated and set up training for all tier 3 associates
- Partnered with learning and driver trainers weekly to track training and playbook completion progress
- Tracked, bridged, and provided planning to maintain 100% safety, process, skill drill, and 2nd-week behavioral compliance
- Partnered with operations to ensure they have all permissions and knowledge to be set up for success before site launch
- Provided training updates to learning trainers and all launch partners (operations, startup & people experience team)
- Provided bridges and updates when handing off launch sites to regional learning once the site was out of the launch phase
- Partnered with workforce staffing and Service Level systems teams to ensure a successful and engaging onboarding experience for new hire associates.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Devised creative solutions to critical customer and user needs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Coached team members on productivity strategies to accomplish challenging goals.
- Launched quality assurance practices for each phase of development
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Built teams to address project goals and objectives for multiple projects.
OTR/RTS Area Manager
AMZL Logistics - DS Variable
Milpitas, CA
01.2020 - 06.2020
- Support return to station desk by deep diving packages not on van metrics to create and deliver action items to ensure continuous successful delivery of packages to Amazon customers and maintain a package not on van DPMO (defects per million opportunities) under the threshold of 200
- Review weekly and monthly delivery service partner scorecards with owners and work together to find solutions and create action items to ensure a high score
- Support drivers during load out to ensure 100% on-time dispatch
- Deep dive metrics such as delivery van check, on-time dispatch, and scan compliance to ensure the success of Amazon delivery drivers
- Bridge and speak to underperforming metrics in a daily business review with regional leaders and stakeholders
- Lead weekly meetings with delivery service partners to communicate changes in SOP (Standard of Process) as well as receive feedback and give feedback
- Review and fix schedule and time punches for associates while conducting a seek-to-understand with them.
- Mentored junior staff members, providing guidance on best practices and professional development opportunities.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Interim Learning Manager/Learning Coordinator
Amazon Inc
Eastvale, CA
05.2019 - 01.2020
- Execute all new hire onboarding programs and audits for the site, driving associate proficiency
- Coordinated ambassador development and training programs
- Tracked and created strategies to improve hew hire tenure, learning curve, and quality metrics at site level
- Manage the learning ticketing system to ensure tickets are closed within the standard service level agreement
- Lead all learning processes for the building to include all current and future co-located business functions
- Updated, scheduled, & reported on compliance percentages for network-mandated changes to ensure 100% building completion
- Conduct investigations pertaining to learning ambassadors when escalations are made regarding violation of policy, safety, and ambassador standard work.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Coordinated technical training and personal development classes for staff members.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Streamlined the onboarding process by creating interactive orientation materials that efficiently familiarized new hires with company culture and expectations.
Learning Trainer/ Learning Manager
Amazon Inc
Eastvale, CA
04.2018 - 05.2019
- Create and train ambassadors in engagement depot approach and average 15-20% increased productivity of 5 associates per ambassador
- Review training compliance reports, conduct follow-ups, audit, and work in various direct and indirect paths to create projects for process improvement
- Manage a team of up to 10 ambassadors to complete & track new hire onboarding, ambassador audits, continued training programs & support operations through the peak season
- Manage the ticketing system and grant permissions with the proper training and approval
- Prepare and send out shift wash, corrections violations, coach ambassadors on compliance, keep operations informed about ambassador needs, ensure all retrain and data entry is complete by the end of shift, document First Pass Yield top offenders & guided coaching as well as ensure completion of all standardized training
- Actively seek self-development via leadership and fellow trainers as well as continuously strive to help develop others.
- Utilized a variety of instructional design methodologies to create effective learning experiences.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated team-building exercises to foster a positive work environment and improve collaboration among staff members.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Increased employee retention by offering personalized coaching sessions focused on career development strategies.
- Conducted regular evaluations of training materials, ensuring content relevancy and alignment with industry standards.
- Streamlined onboarding processes, reducing the time needed for new hires to become fully productive members of the organization.
- Championed a culture of continuous learning, fostering an environment where employees are encouraged to seek out opportunities for personal and professional growth.
- Partnered with human resources to align talent development strategies with organizational goals and objectives.
ISS Representative
Amazon Inc
Riverside, CA
03.2017 - 04.2018
- Re-make failed package yield defect per million opportunities tracker in order to process identification for correction of receive issues including pallet check-in & vendor mis-ship through purchase order history reports and designated shift point of contacts as well as report & track top true vendor mis-ship with vendor compliance tickets attached resulting in a drop of “vendor fault” defects per million opportunities of 60%
- Create a problem-solving curriculum & set the standard to train, develop, & provide support to maintain defect-free departments including each receive, item pep, master sort, viper, Inbound dock, stow, peculiar inventory, and cubiscan
- Maintain a customer-centric mentality and keep a connection with the retail team to catch and prevent defects at the source before shipping to the customer
- Process hazmat & ensure separation from other inventory
- Train and staff, all inbound problem solve associates while periodically performing standard work and behavioral audits.
- Delivered consistently exceptional service by adhering to established protocols and guidelines.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Developed comprehensive training materials to ensure new team members were adequately prepared for their roles.
- Achieved high levels of customer satisfaction by quickly identifying their needs and providing appropriate solutions.
- Searched for opportunities to improve or incorporate ways to serve, create, and operate.
Production Process Assistant/Flow Lead
Amazon Inc
Moreno Valley, CA
01.2016 - 03.2017
- Use Exceptional Quality skills to provide an accurate count in Case Receive
- Continuous use of Quality as an ICQA auditor to ensure no defects leave the building
- Use experience as a Problem Solver Analyze and clear issues that associates may have
- Direct ISS Field Rep Problem Solvers to Plan, drive and ensure completion of projects given by ISS Reps that include but are not limited to IOL, Pending Research, corresponding to tickets, Processing Damages, Processing Non-Con & Problem Receive
- As an ambassador teach problem-solving classes as well as help update the curriculum
- Teach Safety school and train new hires in various Direct Functions
- Upkeep Safety and create ways to increase sorter teams’ morale
- Use Knowledge of Excel to run Sorter Metrics Report (sorter PA) & PPR Labor Report (Production PA)
- Deep dive and invent creative & Innovative ways to increase the sorter's flow and volume
- Use Customer obsession skills as a Peer Mentor to help guide New Hires their first 6 Days and prepare them for Amazon culture to lead them to success
- Deep Dive as the Flow Lead Process Assistant while running shift comparisons and communicating with other Process Assistants across the warehouse to keep their department's staffing in compliance and fix those that are not.
- Gained extensive knowledge in data entry, analysis and reporting.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Education
No Degree - Human Resources Development
Colorado State University
Fort Collins, CO10.2027
Skills
- Outlook
- Microsoft Word
- Excel
- Adobe Connect
- PowerPoint
- Asana
- LMS
- Quicksight
- Agentic
- KNET
- Tableau
- Workflow Process Improvement
- New Hire Orientation
- Training solutions development
- Train-the-Trainer
- Process evaluations
- Individual Trainings
- Team direction
- Change Management
- Workshop Facilitation
- Soft skills training
- New hire on-boarding
- Training Program Assessment
References
- Rashida Robinson https://www.linkedin.com/in/rj-robinson-mba-1508973b/
- Iris Caro https://www.linkedin.com/in/irisdcaro/
- Lacey Cullison https://www.linkedin.com/in/lacey-cullison-0573a97/
- Alana Yun https://www.linkedin.com/in/alanayun/
Timeline
Training Program Manager
AWS
01.2022 - 02.2024
Launch Learning Program Manager
AMZL Logistics - DS Variable
06.2020 - 01.2022
OTR/RTS Area Manager
AMZL Logistics - DS Variable
01.2020 - 06.2020
Interim Learning Manager/Learning Coordinator
Amazon Inc
05.2019 - 01.2020
Learning Trainer/ Learning Manager
Amazon Inc
04.2018 - 05.2019
ISS Representative
Amazon Inc
03.2017 - 04.2018
Production Process Assistant/Flow Lead
Amazon Inc
01.2016 - 03.2017
No Degree - Human Resources Development
Colorado State University