Keishon L. Graham

Serve as the learning strategist for the Technology Business Unit. Responsible for aiding in the development of technical and non-technical skills and capabilities

Collaborate with the Learning Center of Excellence (COE) on firm wide and business unit specific learning opportunities. Provide consultation for the Technology Business Unit on learning solutions.

Key accomplishments include:

• Launched a learning campaign to drive continuous learning behavior and practices
• Employ various marketing strategies to engage learners
• Leverage data to target learner interests and development needs
• Executed the campaign with an agile methodology, consistently adapting strategies based on real-time feedback and insight gathered, resulting in dynamic and highly effective marketing initiatives.

Led the evolution of the Operations and Field Support Teams Learning & Development Program by driving strategic alignment of initiatives to implement and expand innovative training approaches and content management strategies. Provided training solutions for individual contributors, managers, and leaders across technical and non-technical teams using a variety of delivery modalities. Managed the learning and development impact on the employee experience throughout the employee lifecycle. Continuously evaluated the programs to identify opportunities for improvement. Collaborated with business leaders and functions to identify a shared understanding of learning and performance needs. Work cross functionally with talent teams across the organization on company-wide projects/initiatives. Used metrics to drive training initiatives to improve customer support. Working backwards from the customers to understand the problem, identified solutions and validate assumptions using data driven approach. Used SMART Goals to provide direct leadership, coaching and development of diverse group of learning professionals.

Key accomplishments include:

• Served as a key stakeholder and training advisor for a major organization restructuring
• Used project management to plan, execute, monitor & control and close the project phases
• Allocated training resources to create a deployment schedule, support knowledge transfer activity, facilitate in-person/virtual training on new processes and technology
• Created a new training role to serve as on demand support in the new work locations
• Created and implemented competency maps for 20+ roles across the operations teams
• Led the operations team in an initiative to define performance expectations by role to drive consistency across functional areas
• Established a process to assess, track and provide visibility of performance expectations through Cornerstone (Learning Management System)
• Aligned training activities/solutions to ensure knowledge skills and abilities were introduced at specific milestones through a variety of modalities (job shadows, synchronous/asynchronous, curated learning pathways, etc.)
• Supported the Global expansion into EMEA by serving as the lead consultant to the newly acquired Leader and Development team
• Collaborated with the international leaders to audit, develop and implement a learning solution to fit their business model
• Identified opportunities to streamline the use of processes and technologies.

Served as the internal learning business partner for the Operations and Field Support teams. Partner with business leadership to assess training needs and advise solutions. Project manages end to end training development and implementation of recommended training solution from needs assessment to delivery and program evaluation. Work with Learning Management System (LMS) to maintain and assign courses. Manage a team of instructors and perform supervisory functions relative to onsite training facilitation. Coordinate and conduct the delivery of Ken Blanchard’s Situational Leadership II Blended Learning Training via Web-Ex, InterCall and classroom delivery. Build and coordinate updates to on-line training modules through Composica. Develop and deliver system upgrades training in partnership with internal Project Teams.

Key accomplishments include:

• Worked with senior management team to develop and implement new leader training program to assist with succession planning and efforts to diversify leadership
• To date, the course has resulted in promotions to leadership roles, and an established pipeline of associates prepared for a promotional opportunity
• Participated in Global Integration team to identify training needs to implement PeopleSoft training to respond to internal skill gap resulting from mergers & acquisitions
• Successfully developed content and delivered in person and remote training to meet business needs.
• Trained and mentored new personnel hired to fulfill various roles.

Operations Support Group

Managed projects to understand and identify process models. Consulted with subject matter experts to ensure accuracy of information. Used knowledge gained from subject matter experts to create workflow and procedures for Accounts Receivables and Field Support. Identified efficient process flow for Travel Management and Accounts Payable.

Key accomplishments included:

• Partnered with the business to understand objectives for the Operational Services Project Management organization
• Identified processes for interacting with internal customers and utilized iMedia web platform to publicize policies and procedures for the project management organization
• Assisted in the development of Accounts Receivable training program following corporate reductions in workforce.
• Conducted interviews with key business users to collect information on business processes and user requirements.

Served in a customer facing role managing assigned customers to ensure proper payment, timeliness, and accuracy of payments to the Client. Maintained pay rates and active Technical Professional’s information within Client Folder. Reviewed client invoices and prepared for payments

Key accomplishments included:

• Identified opportunities for process improvement to recognize efficiency and accommodate scale of business.