Summary
Overview
Work History
Education
Skills
Additional Employment History
Timeline
Generic

Kim Iburg

Training And Support Manager
Philadelphia,PA

Summary

As a self-motivated Training and Support Manager, I bring strong leadership, organizational and customer relations skills. I am passionate about sharing knowledge, positive learning experiences, and supporting retention. I love breaking down complex processes into easy-to-digest pieces and empowering learners. Well-versed in title and software process planning and deployment, I independently solve problems and keep the team on task to handle diverse business needs.

Overview

4
4
years of professional experience
5
5
years of post-secondary education

Work History

Senior Project Manager

Title Forward
Philadelphia, PA
12.2024 - 02.2025
  • Managed 4 company initiatives by unifying cross-functional teams internally and across businesses, developed comprehensive project plans, and identifying risks and mitigation strategies for timely completion
  • Communicated project plans and progress to different audiences, from key stakeholders and project contributors to the full leadership team and company
  • Oversaw new product features releases like Qualia's Marketplace for Title Forward's proprietary notary roster, including training materials and communication for internal and external users with internal and vendor support teams
  • Refined the internal surveying process as well as how feedback is collected for transaction coordinators through Redfin's proprietary software

Manager - Title Operations Support

Title Forward
Philadelphia, PA
07.2023 - 12.2024
  • Managed and motivated the training, systems integration, marketing, and contractor relations teams to be productive and engaged in work and fulfilled cross training requests to promote stronger administrative understanding
  • Developed a national onboarding program for contracted signing agents that reduced training time by 1 day
  • Training supported 78 new employees and 15 promotions and reduced required live training by 2 hours through course development using LMS tools
  • Oversaw 3 company projects including a second Qualia workflow audit which resulted in a 10% task reduction for purchase/sale and 40% reduction for refinance and expansion into Arizona and Illinois markets which included creating a processing playbook for Arizona and 26 additional learning sessions for Illinois

Training Manager

Title Forward
Philadelphia, PA
10.2022 - 07.2023
  • Oversaw and co-facilitated the onboarding and promotion programs that 82 new and promoted employees received. Continued enhancement of training methods to diversify instruction, strengthen learning opportunities, and enhance program success
  • Researched and obtained relevant course materials to develop training programs for newly promoted/hired leadership roles
  • Streamlined the onboarding program with leadership collaboration to reduce key employees’ time-to-live by 2 days
  • Communicated all learning and performance objectives, schedules, and training assessments to hiring managers through intake sessions and onboarding graduation communications
  • Promoted resource awareness and company purpose with All Aboard, a newsletter for new hires which had a 100% read rate
  • Collaborated with other departments to align training programs with organizational goals such as the updated FIRPTA and Escrow Holdback policies

Senior Title Trainer

Title Forward
Philadelphia, PA
04.2022 - 10.2022
  • Updated the onboarding program to match the new company structure from role based to team based and evaluated the effectiveness by tracking participant progress and gathering feedback for continuous improvement
  • I co-facilitated onboarding for 113 new employees for both individual contributors and leadership roles while coaching on best practices, providing constructive feedback to support their professional growth
  • Founded the Tiger Team, subject matter expert programs to support employee engagement and successful process updates for key initiatives like our Qualia workflow updates which reduced purchase/sale tasking by 30%
  • Developed the roll out plan for Front, our emailing software, to 6 markets over 2 months in preparation for the selling season and served as our company point of contact
  • Collaborated with subject matter experts and industry partners such as First American and Fidelity to create accurate training content to support company wide ongoing learning
  • Managed Pryor Learning including micro-learning assignments and completion rate for the full company that focused on the key business

Title Trainer

Title Forward
Philadelphia, PA
12.2020 - 04.2022
  • As the first title trainer at Title Forward, I developed and facilitated the national onboarding program of virtual and self-led classes that I delivered to 94 individual contributors in 7 different roles
  • Evaluated the effectiveness of training program by tracking participant progress and gathering feedback from the new employee, receiving a 98% satisfaction rating
  • Promoted a culture of continued learning by communicating onboarding insights and learning suggestions to the hiring manager
  • Founded a new employee ambassador program to help support a positive experience at the company, especially valuable for learners new to virtual learning
  • Established a centralized repository for market and role specific processing guides within Google Drive and developed customized training materials for various teams, ensuring relevance to the target user
  • Co-authored The Bulletin, featuring process reminders, micro-learning assignments, and best practices with a 90% average read rate

Education

Bachelor of Science -

Philadelphia University
Philadelphia, PA
09.2002 - 05.2007

Skills

Stakeholder management

Team building

Customer service

Customized training

Training facilitation

Training oversight

Project scheduling

Additional Employment History

  • Title Forward, 2018-2021, assistant closing coordinator, closing coordinator, closing advisor
  • VSI Imports, 2017
  • Destination Maternity, 2011-2016
  • Charming Shoppes, 2008-2011

Timeline

Senior Project Manager

Title Forward
12.2024 - 02.2025

Manager - Title Operations Support

Title Forward
07.2023 - 12.2024

Training Manager

Title Forward
10.2022 - 07.2023

Senior Title Trainer

Title Forward
04.2022 - 10.2022

Title Trainer

Title Forward
12.2020 - 04.2022

Bachelor of Science -

Philadelphia University
09.2002 - 05.2007
Kim IburgTraining And Support Manager