Summary
Overview
Work History
Skills
Timeline
AccountManager

Marc Schifano

Lindon,Utah

Summary

Strategic leader with strong experience leading training and development teams, locally and globally. Experienced in training design, development and facilitation across many lines of business to include, Human Resources, Finance, Fraud, Travel (Sales) and Merchant Services. Passionate about understanding and delivering the impact of training initiatives. Also experience with developing cultural capabilities that drive continuous learning for existing and emerging skills. Self starter, who has led teams in different cultures with varying goals. Functional Senior Director driving proven results within the Training Industry. Manages complex occupational issues while meeting business objectives. Strong operational skills and solid experience regulating policies and managing budget expenditures. Collaborates with management teams and stakeholders to uphold company vision.

Overview

42
42
years of professional experience

Work History

Senior Director - Support Excellence for International

Global Payments
03.2022 - Current
  • Leading team of 78 Trainers / Designers, Quality, Workforce Management and Knowledge Management across international operational business.
  • Strategies focus on merchant services, leadership development and end result impact around customer experience.
  • Self-motivated, with strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.

Director - Worldwide Training and Development

Global Payments
10.2020 - 03.2022
  • Developed and led global training strategies for diverse operational teams in support of merchant servicing across US, Canada, Asia Pacific and UK regions. Teams compiled new hire, reinforcement and career pathing solutions.

Director Training / Quality

Total Systems Services (TSYS), Inc
07.2017 - 10.2020
  • Develop and lead 52 Quality and Training strategies across the Merchant operations segment. Quality solutions involved observations and coaching conversations.

Commercial Learning Leader

American Express Global Business Travel
01.2015 - 07.2017
  • Managed a team responsible for the global training strategy for American Express GBT focusing on the development and roll out of Sales methodology training, which included product training and pitch certifications.
  • Trained and mentored 80 new personnel hired to fulfill various sales roles.

Learning Advisor

American Express Global Business Travel
05.2012 - 01.2015
  • Execute learning and development initiatives for the Americas region managing core curriculum needs and communication plans.
  • Increased student comprehension of complex topics by simplifying concepts and providing real-world examples.

Business Planning Manager

American Express
04.2011 - 05.2013
  • Worked as an assistant to the Senior Vice President managing workflow for merchant services in North America.

Director Partner Relations

THEATER WORKS
08.2009 - 06.2010

Project Manager, Training and Engagement

American Express
01.2006 - 01.2007

Director, Training

American Express
01.2005 - 01.2006

Manager, Training and Employee Initiatives

American Express
01.2002 - 01.2005

Program Manager /Master Trainer

Human Resources Development
01.1998 - 01.2002

Training Resource Leader

American Express
01.1994 - 01.1998

Led a team of trainers and Instructional Design Specialist

American Express
01.1988 - 01.1994

Customer Service

American Express
01.1983 - 01.1988

Skills

  • Leadership over remote and distant team members, onsite different locations
  • Collaborative team player, enjoys exchange of ideas, exploration of new strategies
  • Strong understanding of training practices and content development
  • Experience measuring training for impact
  • Strong understanding of Quality observations and coaching processes
  • Well-versed in leadership development curriculum to include change management and coaching
  • Experience managing budgets, spend and other various P&L exercises
  • Strong understanding of performance management, coaching and corrective actions
  • Ability and experience to have tough conversations with team members as necessary

Collaborative Leadership

Culture Transformation

Team Management

Key Performance Indicators

Organizational Development

Data Analytics

Timeline

Senior Director - Support Excellence for International

Global Payments
03.2022 - Current

Director - Worldwide Training and Development

Global Payments
10.2020 - 03.2022

Director Training / Quality

Total Systems Services (TSYS), Inc
07.2017 - 10.2020

Commercial Learning Leader

American Express Global Business Travel
01.2015 - 07.2017

Learning Advisor

American Express Global Business Travel
05.2012 - 01.2015

Business Planning Manager

American Express
04.2011 - 05.2013

Director Partner Relations

THEATER WORKS
08.2009 - 06.2010

Project Manager, Training and Engagement

American Express
01.2006 - 01.2007

Director, Training

American Express
01.2005 - 01.2006

Manager, Training and Employee Initiatives

American Express
01.2002 - 01.2005

Program Manager /Master Trainer

Human Resources Development
01.1998 - 01.2002

Training Resource Leader

American Express
01.1994 - 01.1998

Led a team of trainers and Instructional Design Specialist

American Express
01.1988 - 01.1994

Customer Service

American Express
01.1983 - 01.1988
Marc Schifano