KELLIE CARROLL-JUAREZ
Albuquerque,NM
Summary
Dependable professional with extensive experience supporting executive level management. Respected for organizational and interpersonal aptitudes, implementation of strategic initiatives, special project management and results-focused interactions across organization. Strategic in implementing and monitoring progress of important initiatives and actions plans. Successful at stepping into diverse positions and making immediate positive contributions. Hands-on, proactive Senior executive with adaptable and creative approaches. Specializing in Learning & Development with 27- year track record of success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Vice President of Learning & Development
Del Norte Credit Union
09.2022 - Current
- Analyze data for trends
- Managing of staff in alignment with the credit union's management philosophy
- The identification and implementation of training and development needs for everyone in their department, including cross-training and succession planning
- Building and managing vendor relationships including costs, risks and timely review of contracts for assigned vendors
- Compliance with all related policies, procedures and regulations; the documentation and improvement of departmental processes and procedures
- Oversees the daily operations of the department while developing and motivating high job performance
- Assists in the selection of talent to serve as effective role models and coaches
- Applies adult learning theory and instructional design best practices to all curricula
- Ensures repeatable, flexible and scalable training to support company growth
- Assists and supports the creation and implementation of leadership development offerings as an add to the current training curricula
- Assists and supports the roll-out of talent management and succession planning as appropriate
- Serves on cross-functional teams to support and advance company initiatives
- Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership.
- Contributed to budget planning, and initiatives for communications, planning and coordination of facility management and space allocations.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
- Planned budgets and communication initiatives for comprehensive facility management and allocation of space and funds.
- Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions.
- Communicated with leadership teams to assist with administrative initiatives and decisions and attended weekly meetings to support policy changes.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
Client Services Team Manager
Bank of America
01.2021 - 09.2022
- Analyze data for trends
- Manager a team of 20-30 client service representatives
- Coached, trained, and develops
- Motivating and creating client focused enthusiasm
- Executes service level agreements
- Manages relationships with business partners
- Identify and manage risk situations
- Performance reviews
- Conduct Interviews
- Serve as a Champion for VIP Support, Digital 1st, Employee Engagement, and Diversity & Inclusion
- Driven performance to be in the Top 10 Globally for Preferred Team Managers
- Part of the Digital 1st Influences group and Sub-Group.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Learning Program Director
UnityBPO
05.2020 - 01.2021
- Conducts learning needs analyses and devises learning solutions to ensure curriculum and course content
- Creates evaluation plans to measure the competency of learners and the impact of training
- Provides on-boarding training and work with veteran staff to improve performance
- Works with team members to design new online, blended, and hybrid courses in different learning modalities
- Creates engaging and performance driven educational programs/materials
- Leads content creation for competency-based courses
- Manages and administers NM JTIP and NMITAP programs
- Provides oversight for design, development, delivery, and evaluation of programs by colleagues and vendors
- Researches, evaluates, and recommends new technologies, partners, and/or better ways to enhance instruction
- Develops and implements standards, templates, and processes to ensure efficient, effective, and engaging learning
- Develops real-life practice scenarios, exercises, and related supporting materials
- Creates learning activities in an LMS and/or authoring software
- Analyze data for trends
- Employs a backwards design model for instructional design
- Design and develop programs and processes
- Business Analytics
- Relationship building with vendors and clients
- Continuous Improvement plans and processes.
- Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission.
- Supervised program staff, managing and evaluating performance provide high-quality services to program participants.
- Provided ongoing direction and leadership for program operations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
Customer Success Manager
UnityBPO
12.2018 - 05.2020
- Hiring, Training, coaching, and leading call center representatives as they provide support for customers
- Improve Service Quality
- Analyze data for trends
- Communicates goals
- Design and develop programs and processes
- Business analytics
- Relationship building with vendors and clients
- Manage multiple Clients
- Manage a staff of 150+ representatives
- Scheduling
- Payroll
- Analyze skilling needs with multi phone lines to ensure call volumes are met
- Create training
- Continuous Improvement plans and processes.
Member Experience & Service Manager
U.S. Eagle Federal Credit Union
11.2015 - 11.2018
- Design and develop programs and processes
- Analyze data for trends
- Design, develop, implements and monitors programs
- Communicates goals
- Training, coaching, observations
- Sales and Service training for employees and managers
- Drives product and program quality improvements
- Member services measurements
- Business analytics to improve and drive sales
- Relationship building with vendors and clients.
- Resolved customer complaints in professional and timely manner.
Sr. Learning Advisor
Barclaycard US (Bank)
11.2013 - 05.2015
- Developed/Implemented training programs
- Designed learning strategies through analysis
- Created and maintain training modules
- Provide on-going coaching
- Take calls to stay current on issues and procedures
- Deliver classroom training
- Track course registration and completion through Learning Management System (LMS)
- Create and update all training modules.
Learning Manager
Sitel
06.2010 - 08.2012
- Successfully develop and facilitate the training department in multiple call centers
- Training effectiveness through tracking log, monitoring, testing, evaluating and sales metrics
- Schedules including training classes, trainers, and quality teams
- Managed a team of training professionals and quality in support of delivery and performance support needs
- Managed multiple campaigns across the United States including: DTV and Choice Hotels
- Designed development plans
- Developed/Implemented training programs
- Designed learning strategies through analysis
- Conducted train the trainer sessions
- Created training modules
- Conducted virtual training through WebEx and Webcams
- Evaluate instructor performance.
Inside Sales Specialist/trainer
Cricket Communications
01.2008 - 01.2009
- Create/deliver explicit sales presentations
- Delivered promotional collateral to stores
- Support for Indirect Dealers
- Sales Goals
- Strategize with sales colleagues on campaign planning/execution
- Implement consultative selling approach understanding value drivers and implicit/explicit questioning techniques
- Create and deliver internal product and program training to inside sales team; support sales
- Made recommendations to improve training’s effectiveness.
Corporate Trainer
Transcom North America
01.2006 - 01.2008
- Developed, Trained, Managed and facilitated the training Department
- Developed and updated course materials
- Managed a group of trainers
- Support, motivated and coached
- Monitored and evaluated
- Managed multiple trainers across the United States
- Schedules for training classes and trainers
- Monitored New Hires after training for training effectiveness
- Continuous improvement training for all employees and managers.
- Collaborated with management to identify company training needs and scheduling.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Created training programs and instructional materials to further educate personnel.
Education
Doctor of Education in Educational Leadership -
University of Phoenix
11.2023
Masters in Adult Education and Training -
University of Phoenix
01.2015
Bachelor of Arts Degree, Business Management -
University of Phoenix
09.2013
Associate of Arts, Foundations of Business -
University of Phoenix
08.2011
Skills
- Corporate Presentations
- Policy Compliance
- Recruiting and Hiring
- Consulting
- Internal / External Communications
- Effective Relationship Building
- Public Speaking
- Contract Management
- Strategic Initiatives / Strategic Plan Implementation
- Staff Management
- Department Policies & Procedure Implementation
- Schedule / Logistics Management
- Decision Making & Judgment
- Risk Management
- Strategic Planning
- Business Development
- Issue Resolution Skills
- Operations Management
- Team Building
- Quality Assurance
- Organizational Development
- Customer Relationship Management
- Change Management
- Budgeting and Forecasting
- Leadership Development
- Process Improvement
- Cross-functional Team Leadership
- Regulatory Compliance
- Performance Management
- Training and Development
- Data Analysis
- Conflict Resolution
- Event Planning
- Procedure Implementation
- Growth Planning
- Expense Reporting
- Operational Leadership
- KPI Tracking
- Business Forecasting
- Employee Development
- Staff Development
- Decision-Making
- Relationship Building
- Employee Scheduling
Certification
- Thought Patterns for High Perfomers Certified Trainer
- ITIL Foundation Training Certificate
Additional Information
- I currently sit on the Advisor Board of The University of Houston- Customer Experience
- I also work with Central New Mexico Community Collage
- I work with businesses to create content to deliver to their employees i.e. Sales, Customer Service, Customer Journey, and Managing vs. Coaching, etc.
Qualification Highlights
Versatile Director of Training/ Executive Manager who consistently demonstrates a unique combination of organizational and administrative skills combined with an exemplary knowledge of Adult Learning and information research seeks a position where experience, motivation, passion, and commitment to excellence can and will be utilized. Twenty Five Years’ experience as a Corporate Trainer/Training Manager and Professional Executive Manager Ability to direct complex projects from concept to fully operational status Excellent project management and team leadership skills Goal oriented and works collaboratively with other staff, volunteers, and board of directors Adapts easily to new concepts and responsibilities Organized, highly motivated, and detail-directed problem solver Created training departments and training materials from ground up
Timeline
Assistant Vice President of Learning & Development
Del Norte Credit Union
09.2022 - Current
Client Services Team Manager
Bank of America
01.2021 - 09.2022
Learning Program Director
UnityBPO
05.2020 - 01.2021
Customer Success Manager
UnityBPO
12.2018 - 05.2020
Member Experience & Service Manager
U.S. Eagle Federal Credit Union
11.2015 - 11.2018
Sr. Learning Advisor
Barclaycard US (Bank)
11.2013 - 05.2015
Learning Manager
Sitel
06.2010 - 08.2012
Inside Sales Specialist/trainer
Cricket Communications
01.2008 - 01.2009
Corporate Trainer
Transcom North America
01.2006 - 01.2008
Doctor of Education in Educational Leadership -
University of Phoenix
Masters in Adult Education and Training -
University of Phoenix
Bachelor of Arts Degree, Business Management -
University of Phoenix
Associate of Arts, Foundations of Business -
University of Phoenix
- Thought Patterns for High Perfomers Certified Trainer
- ITIL Foundation Training Certificate
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