Summary
Overview
Work History
Education
Skills
Timeline
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Katie Moore

Fort Worth,TX

Summary

Tenured people leader with 15+ years in the technology vertical with experience in Retail, Manufacturing, Consumer and Enterprise Sales, Training, Strategy, Design, Event Management, and Operations. Skilled in organizational optimization, strategic planning, and people development.

Overview

8
8
years of professional experience

Work History

Director

Samsung Electronics America
02.2022 - Current
  • Lead a team of 30+ individuals in local and remote locations to support 500 internal employees and 132,000 retail associates across 10+ distribution channels through product knowledge and selling skills
  • Manage the internal $3.2m budget to reach sell-out and revenue targets of $100m directly and $18b across the organization
  • Onboard and direct vendor work to create digital and physical event experiences, manage workloads, and direct third party staffing
  • Established departmental performance goals and provided feedback for underperforming areas.
  • Expanded audience size by 43% through cross-channel partnerships, quality control of training deliverables and experiences, and establishment of consistent return on investment
  • Increased internal primary KPIs by 37% YOY; test and learns showed 287% increase in units sold after visits with regional trainers; led training and operational initiatives for opportunity locations that generated $1.2m in incremental revenue over a six week period.

Sr. Manager

Samsung Electronics America
02.2021 - 02.2022
  • Oversee the development of a globalized product training portfolio, including materials for internal Samsung employees as well as 92k carrier and retail employees responsible for the sale of Samsung Mobile, Mobile Enhancement, and New Computing products
  • Implemented and developed operational standards, policies and procedures.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Executed appropriate staffing and budgetary plans to align with business forecasts.
  • Manage the course development calendar; assign instructional designers and course developers to requirements and project design initiatives
  • Maintain quality standards and objectives through standalone learning deliverables as well as large scale events
  • Work cross functionally with partners in product management, development, marketing, operations, and external vendors to create experiential learning moments that enable field employees to make tangible impacts
  • Establish a course modality strategy that supports a geographically dispersed sales, marketing, and engineering business client group
  • Generated internal performance increases of 7% and 10% for primary and secondary KPIs, respectively
  • Increased speed to completion, reducing downtime by 22% QOQ
  • Developed international product training strategy for GTM, driving market share increases by 1.5% in the US, and7% across other subsidiaries.

Manager

T-Mobile
07.2020 - 02.2021
  • Lead a team of 48 individual contributors and people leaders to provide support and sales solutions for over 11,000 business customers
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Partner with other channels to identify critical business needs and develop solutions, including L&D content creation and delivery, retail to business transition, and outbound sales team account support
  • Transitioned previous care only team into care and sales; managed sales skill creating/delivery, resulting in sales increased from 250 monthly gross adds to over 1200 average/month
  • Facilitated change management process for a highly tenured team (average tenure of 16 years) during high stress time of company merger and pandemic activities
  • Maintained less than 10% attrition rate while increasing

Sr. Regional Manager

Sprint
07.2018 - 07.2020
  • Recruited to prepare and lead a team of 16 consumer sales trainers and supervisors through merger readiness steps. Partner with Regional President, four Area Directors, and 27 District Managers to rebrand L&D representation, develop new training initiatives, and support ongoing business initiatives for a region of 2500 branded employees, and 3000 third party employees.
  • Project manager for IOT certifications, internal save tool software training programs, mid-tier and premium device workshops series, and several other learning programs targeted for retail delivery. These projects involved working heavily with instructional design team, videographers, graphic design, marketing, operations, field operatives, and retail leadership. All projects had a high level of visibility to executive leadership with multiple deliverables and firm deadlines.
  • Pioneered a new method of retail product training that generated a 300% increase in regional IOT sales, and 200% increase nationally within one week of training delivery. This method was adopted as the national standard for training of new products.
  • Managed the creation of an internal development program for new field trainers, focusing on establishing and furthering business partnerships with store and district leadership. Delivered six micro-learning sessions through face to face and virtual methods, utilizing 77% of original $6000 budget, and delivering over $900,000 in additional accessory sales in targeted stores within 90 days of course completion.
  • Create and deliver operational reporting using data analysis tools. Develop and execute on strategies to further company and organizational objectives.
  • Provide business updates, KPI dashboards, and prepare strategic business presentations to sales and L&D leadership.
  • Supported site management to empower front-line associates with skills and knowledge to carry out day-to-day assignments.
  • Drove continued growth across business areas by partnering with first-line management on revised approaches to customer service, sales and operational leadership.
  • Supported multi-unit operations to develop teams and optimize workflows for maximum business results.

Human Resources Business Partner

Verizon Wireless
01.2016 - 05.2017
  • Support 454 employees across 27 stores & four districts
  • Partner with business leaders on coaching & performance management; provide recommendations to reduce risk to the business
  • Offer support for succession planning & promotions, as well as guidance on employee relations topics; identify & implement conflict resolution for frontline & management, unemployment, termination processes, benefits information, FMLA/STD management, corrective action, and compliance investigations
  • Lead ERG for diversity and inclusion; partner with recruiting to increase awareness and training for managers around talent scouting, and D&I training
  • Project manager for HR trainings regarding unionization, effective manager onboarding, and employee offboarding processes
  • This involved partnership with retail leadership, field delivery, L&D instructional design as well as delivery, legal, and other members of the HR team nationally.
  • Conducted exit interviews with employees leaving company to gauge areas of success and opportunities for improvement.
  • Resolved understaffing issues, disputes, employee terminations, and disciplinary procedures.
  • Advised senior management on organizational development and change management initiatives.
  • Conducted employee surveys and interviews to evaluate employee engagement and job satisfaction levels.
  • Investigated and liaised with legal department to respond to complaints of harassment, discrimination, employee grievances, and other sensitive issues and prepared position statements for EEOC.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Created and implemented forward-thinking initiatives to improve employee engagement.

Education

Executive MBA -

Quantic University
2022

Certificate: High Performance Leadership -

Cornell University
07.2019

Certificate: Executive Leadership -

Cornell University
05.2019

Bachelor of Music -

Lagrange College
05.2008

Skills

  • Business Development
  • Project Coordination
  • Budget Control
  • Human Capital Development and Management
  • Project Management
  • Business Planning
  • Organizational Development
  • Verbal and Written Communication
  • Creativity and Innovation
  • Strategies and Goals
  • Issues Resolution
  • Strategic Planning

Timeline

Director

Samsung Electronics America
02.2022 - Current

Sr. Manager

Samsung Electronics America
02.2021 - 02.2022

Manager

T-Mobile
07.2020 - 02.2021

Sr. Regional Manager

Sprint
07.2018 - 07.2020

Human Resources Business Partner

Verizon Wireless
01.2016 - 05.2017

Executive MBA -

Quantic University

Certificate: High Performance Leadership -

Cornell University

Certificate: Executive Leadership -

Cornell University

Bachelor of Music -

Lagrange College

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Katie Moore