LINDA WALKER

• 71Lima, LLC - Veteran-Owned Company

As a military veteran and founder of 71 Lima, LLC, our services are multifaceted. We specialize in providing contract services to major corporations, facilitating the launch of training and development initiatives within partner sites across the United States. Additionally, we offer expertise in real estate sales, training, and project management.

Whether it's driving real estate transactions, delivering comprehensive training programs, or managing complex projects, our commitment to excellence and precision ensures success for our clients.

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

Key Responsibilities:

• Training Development and Delivery: Development and delivery of comprehensive training tailored to the needs of the National Purchasing Teams.
• Utilize 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.
• Change Management: Acted as a change agent to facilitate smooth adoption of the new ERP system across the National Purchasing Teams.
• Developed and implemented strategies to manage resistance and ensure end-user buy-in.

• Systems and Customer Service Trainer

Key Responsibilities:

• Trained employees on the use of Delta Dentals' 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.
• Collaborated with the IT department to ensure smooth implementation and functionality of systems used in training programs.

ession 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.
• 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.
  
  
  
  
  

Insurance Virtual Trainer & Producer for Aon Retiree Health Exchange

Key Responsibilities:

Training Facilitation and Production:

• Managed over 810 hours of WebEx utilization, ensuring seamless execution and high-quality delivery.
• Demonstrated exceptional technical proficiency and problem-solving skills, ensuring all sessions ran smoothly without significant disruptions.
• 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.

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.
  
• Implementation Support: Assisted in the implementation of the Descartes Routing, Mobile Link System, and SAP Event Generator Process at each site.
• Provide on-the-ground support during the rollout phase to address any issues and ensure smooth adoption of new systems.
  
• Technical Expertise: Serve as the subject matter expert on the Descartes Routing and Mobile Link System, offering guidance and troubleshooting support.

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.

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.

Key Responsibilities:

Training Delivery:

• Conducted engaging and interactive training sessions for resort leadership and sales teams on the functionality and benefits of the Wyndham Journey platform.
• Delivered hands-on training on Salesforce features, ensuring participants are proficient in using the new system to manage sales processes and customer interactions.

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.

Sales Enhancement:

• Trained sales teams on how to leverage the dynamic functionality of new reports to improve sales performance and customer loyalty.

Key Responsibilities:

Training Program Development:

• Rolled out comprehensive training program 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 understood and could effectively operate the new Self Check Out systems.
• Utilize 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.
• Trained the Back Office Teams on the new nightly accounting processes for the Scan and Go Systems.

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.
• 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 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 execution of the PoE model across multiple lines of business, ensuring adherence to best practices and high standards.
• Conducted comprehensive audits to ensure 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 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 BEST training model, driving team performance and engagement.

Promoted to Site Deployment Manager in August 2014, recognizing leadership and performance excellence.