Summary
Overview
Work History
Education
Skills
Timeline
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Kyler Townsend

Ft Washington,MD

Summary

Enthusiastic and resourceful organizational development professional with nearly four years of cross-industry experience in customer service, including hospitality, HR, and security sectors. Skilled in consulting with leadership to design and implement strategic training and onboarding initiatives that elevate performance, reduce turnover, and align with broader business objectives. Adept at providing data-driven insights and advisory support to drive employee engagement and continuous improvement.

Overview

6
6
years of professional experience

Work History

SECURITY TRAINING AND DEVELOPMENT PARTNER

MGM Resorts
11.2023 - Current
  • Led division-wide training strategies for Security, driving compliance, service standards, and performance improvement through targeted programs and coaching.
  • Consulted with department leaders to optimize training resources, address performance issues, and support professional development initiatives.
  • Developed and implemented onboarding and training programs that increased employee engagement and reduced turnover by 20% in the first year.
  • Certified and conducted training in AED/CPR and Defensive Tactics, ensuring all team members met safety and operational readiness standards.
  • Maintained accurate employee training records in compliance with organizational and regulatory standards.
  • Partnered with corporate training and compliance teams to align local training efforts with enterprise-wide initiatives.
  • Created and distributed standard operating procedures (SOPs) and training materials to support consistency in daily operations and emergency protocols.
  • Facilitated refresher courses and ongoing development sessions to reinforce key safety procedures and promote continuous learning.
  • Utilized Workday, UKG, and other systems to track training completion, certifications, and development metrics.

OPERATIONS LEARNING AND DEVELOPMENT PARTNER

MGM Resorts
03.2022 - 11.2023
  • Designed and executed a comprehensive onboarding revamp, incorporating employee feedback, structured manager engagement, and tailored development plans.
  • Led the New Hire Check-In initiative, directly engaging with new employees to assess onboarding quality, manager involvement, and overall experience.
  • Partnered with talent and executive leadership to align onboarding practices with organizational goals, ensuring consistency and strategic impact across departments.
  • Identified and addressed early indicators of disengagement, resulting in a measurable increase in employee satisfaction and retention during the first 90 days.
  • Developed customized onboarding roadmaps in collaboration with departmental leaders to improve role clarity, team integration, and time-to-productivity.
  • Created feedback loops between HR, department managers, and new hires to continuously improve onboarding touchpoints and reduce turnover risks.

STAFFING COORDINATOR

Flashpoint Personnel
09.2019 - 03.2022
  • Sourced, screened, and placed candidates across multiple industries using recruiting tools, job boards, and professional networks, maintaining a consistent pipeline of qualified talent.
  • Managed multiple client accounts simultaneously, ensuring staffing needs were met efficiently and with a focus on relationship building and long-term satisfaction.
  • Served as a direct support and supervisor to an internal team member, offering one-on-one guidance to ensure understanding of company policies, operational procedures, and daily responsibilities.
  • Provided onboarding support for new hires, ensuring all paperwork, orientation tasks, and job-specific details were communicated clearly and completed accurately.
  • Conducted initial interviews and coordinated pre-employment steps including background checks, drug screenings, and onboarding paperwork.

Education

Master of Science - Industrial And Organization Psychology

George Mason University
Fairfax, VA
12-2022

Bachelor of Science - Psychology

Frostburg State University
Frostburg, MD
05-2019

Skills

  • Planning and organizing
  • Consulting
  • Training and development
  • Adult learning theory
  • Workday
  • UKG
  • Onboarding programs
  • Instructional design
  • Presentation skills

Timeline

SECURITY TRAINING AND DEVELOPMENT PARTNER

MGM Resorts
11.2023 - Current

OPERATIONS LEARNING AND DEVELOPMENT PARTNER

MGM Resorts
03.2022 - 11.2023

STAFFING COORDINATOR

Flashpoint Personnel
09.2019 - 03.2022

Master of Science - Industrial And Organization Psychology

George Mason University

Bachelor of Science - Psychology

Frostburg State University

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