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
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