LINDA WALKER

71Lima, LLC - Veteran-Owned Company

As a military veteran and founder of 71Lima, LLC, I specialize in providing contract services to major corporations, facilitating the launch of training and development initiatives within partner sites across the United States. Employing a meticulously crafted methodology, I ensure that specific and measurable results are achieved

• Virtual Trainer for National integration of JD Edwards EnterpriseOne ERP software to the National Leadership Purchasing teams.

Key Responsibilities:

• Training Development and Delivery: Develop, and deliver comprehensive training program tailored to the needs of the National Purchasing Teams.
• Utilized a variety of instructional methods, including workshops, webinars, e-learning modules, and hands-on training sessions to ensure thorough understanding and competency in using the Enterprise One ERP system.
• Created engaging and interactive training materials, manuals, and guides to support ongoing learning and reference.
• Stakeholder Collaboration: Collaborated closely with the IT department, ERP implementation team, and other key stakeholders to understand the system's functionalities and customization specific to Toll Brothers' processes.
  
• Change Management: Acted as a change agent to facilitate smooth adoption of the new ERP system across the National Purchasing Teams.
  Provided ongoing support and troubleshooting assistance to ensure seamless integration and minimal disruption to daily operations.
  Developed and implemented strategies to manage resistance and ensure end-user buy-in.
• Performance Assessment: Assessed the effectiveness of training programs through feedback, performance metrics, and post-training evaluations.
  Provided recommendations for continuous improvement and additional training needs based on assessment outcomes.

• Systems and Customer Service Trainer

Key Responsibilities:

• Trained employees on the use of Delta Dental's internal systems, software, and tools, ensuring proficiency and adherence to best practices.
• Provided hands-on training for specific systems, including claims processing, customer relationship management (CRM) software, and other proprietary applications.
• Educated employees on customer service principles, including communication skills, problem-solving techniques, and conflict resolution.

Continuous Improvement:

• Assessed the effectiveness of training programs through evaluations, feedback, and performance metrics.
• Identified areas for improvement and implement changes to enhance training quality and employee performance.

Collaboration:

• Worked closely with department managers, team leaders, and subject matter experts to align training programs with organizational goals and needs.
• Collaborated with the IT department to ensure smooth implementation and functionality of systems used in training programs.

• Session Producer for SAE International utilizing WebEx and Zoom Platforms.

Key Responsibilities:

• Session Preparation: Coordinated with presenters and speakers to schedule sessions and rehearsals.
  Set up WebEx and Zoom meetings or webinars, ensuring all settings and configurations are tailored to the specific event requirements.
  Develop and distribute event materials, such as agendas, slides, and participant instructions.
  
• Technical Support: Provided real-time technical assistance to presenters and participants before and during sessions.
  Troubleshoot and resolve any technical issues that arise, including audio, video, connectivity, and platform functionality.
  Manage interactive features such as polls, Q&A sessions, breakout rooms, and chat functions.
  
• Session Management: Monitored and manage live sessions to ensure they run smoothly and on schedule.
  Handle participant entry, mute/unmute controls, and other administrative tasks during the session.
  Record sessions and manage the distribution of recordings and other post-event materials.
  
• Quality Assurance: Ensured high-quality audio and video standards are maintained throughout the sessions.
  Conducted rehearsals and test runs with presenters to familiarize them with the platform and address any potential issues.
• Collect feedback from participants and presenters to continuously improve the virtual event experience.
  
  

Insurance Virtual Trainer & Producer for Aon Retiree Health Exchange

Key Responsibilities:

• Training Facilitation and Production:
• Conducted comprehensive virtual training sessions via the WebEx platform.
• Managed over 810 hours of WebEx utilization, ensuring seamless execution and high-quality delivery.
• Facilitated interactive and engaging training experiences for agents, equipping them with the necessary knowledge and skills to become Certified Business Advisors.
  
• Systems and Tools Utilized:
• WebEx: Managed and facilitated all training sessions, leveraging features like breakout rooms, Q&A, and interactive polls to enhance learning.
• Skype: Coordinated pre-training communications and troubleshooting.
• WebEx Teams: Collaborated with trainers, participants, and support staff to ensure cohesive and efficient training sessions.
• Microsoft CRM: Tracked agent progress, managed training schedules, and maintained detailed records of participant interactions and performance.
• SharePoint: Developed and shared training materials, resources, and documentation.
• Microsoft Office: Created training content, presentations, and reports to support the training program.
  

Accomplishments:

• Successfully facilitated and produced training for agents on track to be Certified Business Advisors for Aon, significantly contributing to their knowledge and readiness for certification.
• Demonstrated exceptional technical proficiency and problem-solving skills, ensuring all sessions ran smoothly without significant disruptions.
• Developed a collaborative and supportive virtual learning environment, promoting active participation and engagement among trainees

Logistics Technical Trainer- Whirlpool /JB Hunt

Key Responsibilities:

• Training Delivery: Conducted on-site training sessions for leadership, drivers, and administrative staff at local and regional distribution centers.
• Provide hands-on training for the Descartes Routing and Mobile Link System, ensuring participants are proficient in using the new technology.
• Delivered Route Planner and Event Generator training tailored for leadership and administrative roles.
  
• Implementation Support: Assisted in the implementation of the Descartes Routing, Mobile Link System, and SAP Event Generator Process at each site.
• Provided on-the-ground support during the rollout phase to address any issues and ensure smooth adoption of new systems.
• Technical Expertise: Served as the subject matter expert on the Descartes Routing and Mobile Link System, offering guidance and troubleshooting support.
  
• Performance Monitoring: Monitored training effectiveness and participant performance through assessments, feedback, and observation.
  
  
  

Lead Technical Trainer- Site Deployment

Key Responsibilities:

Training Delivery:

• Conducted one-week intensive training sessions for store leaders and employees at multiple Columbia Sportswear locations across the US.
• Delivered hands-on Point of Sale (POS) training, ensuring participants are proficient in the new Microsoft D-365 system functionalities and features.
• Utilized a variety of training methods, such as classroom instruction, interactive workshops, and one-on-one coaching to maximize learning outcomes.

Implementation Support:

• Assisted with the rollout of the new Microsoft D-365 system at each store, providing on-site support to address any technical issues or questions.
• Ensured smooth transition and adoption of the new system by being available for troubleshooting and immediate assistance during and after the training sessions.

Technical Expertise:

• Served as the subject matter expert on the Microsoft D-365 system, offering guidance and support to store leaders and employees.

Performance Monitoring:

• Evaluated the effectiveness of training program through assessments, feedback, and observation during the rollout week.
• Identified knowledge gaps and provide additional training or resources as needed to ensure all participants achieve competency in using the new system.

Collaboration:

• Worked closely with store management and project managers to coordinate training schedules and logistics, ensuring minimal disruption to store operations.
• Partnered with the IT team to ensure technical readiness and resolve any implementation challenges.

Key Responsibilities:

Training Delivery:

• Conduct engaging and interactive training sessions for resort leadership and sales teams on the functionality and benefits of the Wyndham Journey platform.
• Deliver hands-on training on Salesforce features, ensuring participants are proficient in using the new system to manage sales processes and customer interactions.
• Utilize various training methods, such as classroom instruction, interactive workshops, and one-on-one coaching, to cater to different learning preferences.

Implementation Support:

• Assist in the implementation of the Wyndham Journey platform at each resort location, providing on-site support to address any technical issues or user questions.
• Ensure a smooth transition to the new platform by being available for troubleshooting and immediate assistance during and after the training sessions.

Technical Expertise:

• Served as the subject matter expert on the Wyndham Journey platform and Salesforce, offering guidance and support to resort leadership and sales teams.
• Stayed updated on platform upgrades, new features, and best practices to incorporate into training programs and provide ongoing support.

Performance Monitoring:

• Evaluated effectiveness of training program through assessments, feedback, and observation during the rollout phase.
• Identified knowledge gaps and provide additional training or resources as needed to ensure all participants achieve competency in using the new platform.

Sales Enhancement:

• Trained sales teams on how to leverage the dynamic functionality of new reports to improve sales performance and customer loyalty.
• Provided strategies and best practices for using the platform to track sales activities, manage leads, and enhance customer relationships.

Key Responsibilities:

Training Program Development:

• Rolled out comprehensive training programs aimed at improving CFF (Clean, Fast & Friendly) scores, customer engagement, and front-end productivity

Training Delivery:

• Conducted on-site training sessions for store leadership, stakeholders, and associates across 25 Wal-Mart locations nationwide, ensuring all participants understand and can effectively operate the new Self Check Out systems.
• Utilized a variety of training methods, including classroom instruction, interactive workshops, and one-on-one coaching to maximize learning outcomes.

Implementation Support:

• Provided hands-on support during key phases of the Self Check Out division implementation process, ensuring smooth transition and minimal disruption to store operations.
• Assisted with troubleshooting equipment and software issues, offering advanced training and support to resolve any technical challenges.

Performance Monitoring:

• Monitored training effectiveness and participant performance through assessments, feedback, and observation.
• Identifed knowledge gaps and provide additional training or resources as needed to ensure all staff meet performance and customer service standards.

Change Management:

• Drove change management initiatives to create an environment conducive to exceeding metrics goals, achieving 100% effectiveness in transforming store operations.
• Fostered a positive attitude towards the adoption of new technologies and processes among store staff.

DIRECTV/AT&T: Local Implementation Assessment Manager VXI Los Angeles
April 2016 - August 2016

• Led the integration of AT&T products and systems into the DIRECTV Mover's Line of business, driving bundle sales and enhancing performance metrics for the Movers Retention Group, Movers, and International Language Group.
• Provided strategic support in operations and training to ensure seamless knowledge transfer across all levels, from agents to leadership.
• Coached and mentored leadership and agents to surpass new product sales targets, fostering a culture of high performance.
• Developed and implemented reporting tools to monitor progress and identify performance gaps, driving continuous improvement.

DIRECTV/AT&T: Site Deployment Manager Multiple Sites
August 2014 - April 2016

• Spearheaded the deployment of the DIRECTV Picture of Excellence (PoE) model, overseeing training, implementation, and post-deployment at three partner sites across the U.S. with a team of 5-7 professional trainers.
• Collaborated with site leadership to develop action plans that addressed performance gaps, ensuring long-term sustainability.
• Directed the execution of the PoE model across multiple lines of business, ensuring adherence to best practices and high standards.
• Conducted comprehensive audits to ensure the PoE model was implemented effectively, focusing on coaching, Tri-Levels, Huddles, and calibrations.
• Served as a Subject Matter Expert (SME), partnering with site leadership to drive continuous performance improvement and operational excellence.
• Promoted to Local Implementation Assessment Manager and deployed to VXI Los Angeles.

DIRECTV/AT&T: Customer Experience Coach February 2014 - August 2014

• Managed the rollout of inbound call center training programs (BEST) and Continuous Improvement Management Systems (CIMS), using a train-the-trainer approach to elevate the capabilities of client/partner site managers and trainers.
• Acted as SME and content owner for assigned training queues, enhancing managerial skills in coaching, performance management, and time management through the Week in the Life Of (WILO) system.
• Trained and mentored three team managers to effectively facilitate the BEST training model, driving team performance and engagement.
• Evaluated and managed daily performance of team managers and agents through team huddles and calibrations, promoting a culture of excellence.
• Promoted to Site Deployment Manager in August 2014, recognizing leadership and performance excellence.

• Integrated AT&T products and systems into the DIRECTV Mover's Line of business by driving bundle sales for Movers Retention Group, Movers, and International Language Group while focusing on key performance indicators (KPIs) and metrics for AT&T internet and VOICE sales
• (100% travel)
• Provided organizational support in both operations and training to ensure knowledge transfer took place at the agent, manager and leadership level and coached leadership and agents to exceed new product sales targets.
• Developed reporting to monitor progress and identity performance gaps.

BENEFEDS/ALORICA Benefits Open Season Training Projects

2012, Kennesaw, GA & Miami, FL

Key Accomplishments:

• Facilitated training for over 100 agents to support the intense open season benefits drive, preparing them to assist thousands of Federal employees with dental and vision insurance plans.
• Delivered curriculum and managed a classroom of 30 agents, utilizing technical tools such as SharePoint, Captivate, PowerPoint, Avaya, and Oasis.
• Successfully resolved technical issues during training sessions through solution-oriented workarounds and collaboration with the IT team.

2013, Kennesaw, GA & Lafayette, IN

Key Accomplishments:

• Conducted instructor-led training for agents servicing thousands of Federal employees, including those from the CIA, FBI, and other government agencies.
• Delivered technical and customer service training using Avaya, Oasis, SharePoint, and PowerPoint.
• Facilitated Captivate applications, performed assessment trend analysis, and contributed to light curriculum design as a T-3 classroom facilitator and Subject Matter Expert (SME).