Lauralee Nieves-Hughes

Designed, delivered, and lead organization-wide education for EPIC Clin-Doc and ASAP Department through effective processes and variety of modalities, ensuring maximum comprehension.

• Managed Traveler Nurse Program for 250+ Hospital Nurses weekly with 90% testing proficiently in Epic.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored participant workflow and behaviors throughout training process.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.

Provided strategic leadership for change, ongoing improvement, and overall management of organization's Global Finance Capacity Training and Global Finance Help Desk teams totaling five people; maintained and enhanced framework. Managed analytics, metrics, and Key Performance Indicator reviews to ensure customer satisfaction and compliance with service level agreements. Held accountability for team hiring, firing, mentoring, coaching, and development to provide quality work to target end-users worldwide. Managed key initiatives and projects focused on productivity, efficiency, and lean process improvements.

• Represented finance department on enterprise-wide technology advisory team, participating in setting technology direction, capabilities, and priorities in partnership with senior-level steering committee; involved in aspects of change management and user adoption, including successful implementation of Office 365 – Outlook 2013 to 1,200+ employees
• Implemented and deployed ServiceNow incident ticketing system to improve metrics, reporting, analytics, transparency and accountability among global finance helpdesk
• Enabled support for online IBM Global Expense Reporting System for additional 20,000 employees while maintaining service level agreements as part of expansion of global financial help desk into 20 countries; increased cultural diversity and awareness of help desk staff to ensure effectiveness in supporting English-as-a-Second-Language users
• Collaborated on pilot programs and focus groups for SharePoint launch, including driving decision-making for entire partnership impacting 46,000 employees and advising in overall governance
• Implemented deployment of Ceridian DayForce HCM online timekeeping system to 1,200 people, increasing efficiencies by eliminating manual tasks; created curriculum and delivered training for employees
• Migrated from paper-based to online Perceptive Invoice Automation System for Accounts Payable, including deployment, curriculum development, communications, intranet site, and training for 800+ employees; created user acceptance testing and focus group
• Created new annual credit cardholder agreement to ensure compliance with terms/conditions and policies for 800+ employees from field to C-level executives; handled training and secured employee acknowledgment
• Led implementation of new user interface for Concur expense management system to 2,500+ employees globally; created training curriculum, robust intranet sites, and communication platform, as well as facilitated group/virtual training, set up new knowledge base for help desk, and developed mobile platform to reduce and simplify usage time for frequent travelers
• Empowered help desk agents and increased visibility by creating internal knowledge database within ServiceNow
• Instituted global online training through rollout of Learning Management Systems (LMS) for adult learning
• Lead global, comprehensive training program, including train-the-trainer and online components for 82 countries, managed facilitator guides, interactive simulations, and assessments, for 10,000+ employees worldwide
• Created visibility for accounting staff to increase internal knowledge and launched structured Continuing Professional Education program
• Contributed to organization's internship program since 2002, serving as mentor to provide hands-on-learning experience