Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Additional Information
Detailed References
Timeline
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Lisa Chavez

Summary

Versatile Learning and Development Manager with advanced knowledge of leadership development, facilitation, and content creation. I excel in the analysis of performance metrics and operational strategies. Steps into new areas with an adaptable approach. Practiced project manager and problem-solver with 17 years of experience in Learning and Development.

Overview

17
17
years of professional experience

Work History

Learning & Development Performance Manager

T-Mobile USA
09.2018 - 11.2023
  • BPO vendor communications and partnership
  • Weekly and monthly business and compliance reviews
  • Training operations management and performance improvement
  • Responsible for training delivery and performance of 7 overseas vendor sites (3700 total employees)
  • Created performance goals aligned with business objectives
  • Performance and Operational proficiency management
  • Vendor Leadership and Trainer development
  • Creation and Delivery of training leadership courses
  • Facilitation of continuing education
  • Evaluating performance improvement and remediation needs for group sizes of 5 to 3700+ employees
  • Oversaw more than 12 vendor site expansions, increasing headcount by over 200%
  • Facilitation of leadership development courses and core curriculum
  • Experienced with multiple learning management systems such as Lessonly, Cornerstone, and Percipio.
  • Spearheaded continuous improvement initiatives to increase operational excellence and development.
  • Monitored key performance indicators and built processes to support partner performance and growth.
  • Leveraged analytical tools to provide insight and enhance performance.

Trainer

T-Mobile
08.2006 - 09.2018
  • Record Holder for Top New Hire performance in 600-employee customer experience site
  • Facilitated New Hire, line of business transition, and continuing education curriculum for up to 60 employees per class
  • Set goals, created strategy, and managed performance for teams of approximately 20 employees during on-the-job training
  • Directed and mentored new Training Assistants and L&D Interns
  • Maintained cross-functional relationships to identify knowledge gaps and training needs
  • Diversity & Inclusion Council member and Pride Chairperson
  • Contributed to technical support and customer account service curriculum creation and updates
  • Timely completion of all support and administrative duties as appropriate
  • Seamlessly transitioned between Learning & Development and Operational departments; working with both new and tenured representatives
  • Successfully applied training skills and knowledge to assist in improving performance of several struggling teams.

Education

High School Equivalency Diploma -

Eastern New Mexico Community College
Espanola, NM

Bachelor of Business Administration - Project Management -

Colorado Technical University
Colorado Springs, CO
03.2027

Skills

  • Extensive experience in planning, directing, and coordinating complex matrix organizations' training and development activities and staff Highly skilled in leading training and driving Business process outsourcing (BPO) vendor site performance Proven success in creating high-performing teams in both in-person and remote environments

Accomplishments

Several performance awards for individual and site performance as a Trainer and L&D Performance Manager.

Additional Information

In process of completing:Six Sigma Black Belt and Champion CertificationExecutive Management CertificationProject Management Certification - Lean Process

Detailed References

References Available on Request

Timeline

Learning & Development Performance Manager

T-Mobile USA
09.2018 - 11.2023

Trainer

T-Mobile
08.2006 - 09.2018

High School Equivalency Diploma -

Eastern New Mexico Community College

Bachelor of Business Administration - Project Management -

Colorado Technical University

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Lisa Chavez