LESLEY R. BOLDEN
Durham,NC
Summary
Dynamic Client Relationship Manager with 15 years' experience in Human Capital Solutions. Driving top-quality customer experience and satisfaction through deploying voice of the client expertise. Successful with building and retaining long-term relationships by establishing positive, productive and routine communications.
Overview
21
21
years of professional experience
Work History
Senior Analyst/Knowledge Manager
Conduent
04.2016 - Current
- Ensure client needs are executed as primary lead of new client implementations in the areas of vendor transition support, creation of system processes, service delivery management and conflict resolutions
- Overhaul operational workflow to launch Account Inquiry System customization into new processing platform
- Diminish process gaps and encouraged optimal productivity by closely supervising workflow of claims analysts and client liaisons
- Established online configuration knowledge base to support functionality by developing robust system application overview
- Analyze operational issues and collaborate with clients and internal departments to identify trends and eliminate errors that impact processing and daily administration
- Annual Enrollment Project Lead for 50+ clients to guarantee content is updated and republished efficiently according client plans and government regulations
- Ensure all knowledge resources and templates are created and maintained in alignment with brand standards through monthly and quarterly planning meetings
- Researched and compiled tailored monthly analytics and reports for senior management with Verint Software
- Applied loss functions and variance explanation techniques to compare performance metrics
Business Liaison/ Senior Instructional Designer
Conduent
04.2012 - 04.2016
- Managed 75 clients and increased call handle times and quality scores by 40%
- Provided thought leadership, vision, and advocacy for best practices and for continuous improvement of learner's experience across program development
- Collaborated with technology, design and development teams to translate standards into technology requirements and defined specifications to ensure creation, selection, and curation of high impact, learning and assessment programs
- Cooperated with leaders across all functional and locations to deeply and accurately understand business priorities
- Evaluated current and emerging market trends to identify potential opportunities and gaps to differentiate within market
- Acted as global leader to develop and maintain learning and development strategic roadmap and solutions that would help attract and retain highly sought-after talent, including leaders.
- Developed effective and educative communications strategy to share talent management information, decisions and policies with leaders and managers
- Provided job analysis in line with instructional design principles for successful mentoring.
Senior Manager
Conduent
06.2008 - 04.2012
- Managed and monitored new projects or proposals from established procedures and reviewed for priority, budget limitations, and consistency
- Supervised 75 annual enrollment training project teams with various deliverables and timelines to ensure clients satisfaction for US and Asia call center teams
- Analyzed operational issues and collaborated with clients and internal departments to identify trends and eliminate errors that impact processing and daily administration
- Created and implemented customer success metrics to ensure administrative and back office operations team collaborations to achieve client team goals
- Delivered resources and budget projections resulting in effective delivery of curriculum, programs, and processes
- Evolved and expand curriculum, leveraging best practices and future-focused innovations
- Defined and curated quality training collateral including design layout, course descriptions, presentations and knowledge assessments
- Participated in strategic planning with leadership, internal and external clients to ensure direction of team focus is appropriate and positioned to achieve goals and objectives
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
Senior Instructional Design Project Manager
Fidelity Investments
11.2006 - 06.2008
- Provided professional leadership and guidance to agencies for planning and initiating effective procedures for training their personnel in the assigned areas of responsibility, including technical leadership in technology-based instructional design, development, delivery and evaluation
- Managed and monitor new projects or proposals from established procedures and reviewed for priority, budget limitations, and consistency
- Assessed programs training needs for assigned areas of responsibility through formal evaluation procedures through association on a working basis with outside industry and professional organizations
- Developed design deliverables that elevated, differentiated and functioned on-brand and on-strategy
Program Manager/Instructional System Designer
Adnet Systems/National Highway Institute
12.2004 - 10.2006
- Coordinated development and delivery of training programs responsive to needs of Federal, State and Local governments for US Department of Transportation
- Participated in strategic planning with leadership, internal and external clients to ensure that direction of team focus is appropriate and positioned to achieve goals and objectives
- Interviewed subject matter experts to collect necessary data, variables, and customer information to initiate analysis phases of course development for bridge rehabilitation, bridge design and disaster relief programs involving transportation structures
- Provided professional leadership and guidance to agencies for planning and initiating effective procedures for training their personnel in assigned areas of responsibility, including technical leadership in technology-based instructional design, development, delivery and evaluation
- Analyzed existing systems and databases to recommend enhancements to solve business needs
Education
Master of Science - Human Resource Development/Adult Education
North Carolina Agricultural &Technical State University
Bachelor of Science - Elementary Education
North Carolina A & T State University
Greensboro, NCSkills
- Training & Development
- HR Benefits Administration
- SharePoint Designer
- Budgeting and Forecasting
- Operational Efficiency
- Regulatory Compliance
- Conflict Resolution
- Customer Relationship Building
- Resource Allocation
- Salesforce Software
- Content Creation
- Account Management
Timeline
Senior Analyst/Knowledge Manager
Conduent
04.2016 - Current
Business Liaison/ Senior Instructional Designer
Conduent
04.2012 - 04.2016
Senior Manager
Conduent
06.2008 - 04.2012
Senior Instructional Design Project Manager
Fidelity Investments
11.2006 - 06.2008
Program Manager/Instructional System Designer
Adnet Systems/National Highway Institute
12.2004 - 10.2006
Master of Science - Human Resource Development/Adult Education
North Carolina Agricultural &Technical State University
Bachelor of Science - Elementary Education
North Carolina A & T State University
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