Summary
Overview
Work History
Education
Skills
Accomplishments
Technical Proficiencies
Personal Information
Timeline
Marcia Jack

Marcia Jack

Smyrna,DE

Summary

An accomplished Learning & Development leader with over a decade of expertise in conceptualizing and executing transformative training solutions that elevate organizational performance. Specializing in the integration of advanced adult-learning methodologies, digital technologies and cross-cultural collaboration, in fast-paced corporate environments. I have consistently driven strategic initiatives that align workforce capabilities with corporate objectives. Proficient in managing complex, multinational projects and fostering environments of continuous learning and operational excellence.

Overview

15
15
years of professional experience

Work History

Deputy General Manager, Learning & Development

Cognizant Technology Solutions
11.2022 - Current
  • Direct a global syndicate of trainers, instructional designers, and content specialists to develop and deliver state-of-the-art learning interventions across North America, Latin America, and Southeast Asia
  • Engineer agile, data-driven training strategies to address the evolving needs of high-impact domains, including CRM systems, telephony platforms, and workforce optimization tools
  • Cultivate synergistic partnerships with stakeholders to conduct comprehensive skills gap analyses and deploy scalable training frameworks tailored to dynamic business environments
  • Oversee the creation of multimedia-rich, adaptive educational content, integrating gamification, scenario-based learning, and real-time analytics for maximum engagement and retention
  • Ensure optimal training efficacy and compliance by establishing robust governance mechanisms, consistently exceeding SLA benchmarks
  • Lead the development and execution of corporate training certifications, including UiPath, Bluebolt, and Gen AI
  • Collaborate with senior leadership to curate and present Requests for Proposals (RFPs) to prospective clients
  • Work closely with other client vendors to exchange best practices and design impactful training programs that helps to positively brand client businesses
  • Oversee a Learning & Development portfolio consisting of five large and mid-sized client accounts, providing L&D consultancy to other account leaders on effective end-user skill development and delivery sustainability
  • Formulate and implement a strategic vision for training initiatives that align with the company's product offerings and customer demands
  • Drive and monitor key metrics and KPIs to assess and improve the effectiveness of learning programs
  • Apply data-driven decision-making, leveraging insights from partners like TQM, WFM, and Operations
  • Manage the deployment and oversight of Learning Management Systems (LMS) and other learning platforms
  • Utilize an array of contemporary tools to enhance learner engagement and retention
  • Keep up-to-date with industry trends and best practices in adult learning strategies

Service Delivery Manager, Learning & Development

Cognizant Technology Solutions
07.2016 - 11.2022
  • Directed the optimization and management content management repository encompassing over 6,000 process documents ensuring seamless knowledge transfer across global operational teams
  • Achieved a 50% reduction in training cycle times, yielding an annual cost saving of $61K and a significant improvement in workforce productivity
  • Conducted rigorous training needs assessments (TNA) and root cause analyses (RCA) to identify and address operational inefficiencies
  • Designed and implemented data-driven performance tracking systems, fostering a culture of accountability and measurable growth
  • Established innovative coaching and mentoring programs, enhancing associate performance, engagement, and retention through personalized developmental pathways

Supervisor, Operations Quality Training

EmblemHealth
08.2011 - 06.2016
  • Revolutionized the organizational approach to employee training through the deployment of microlearning strategies, facilitating rapid knowledge acquisition and retention
  • Administered the enterprise Learning Management System (LMS), ensuring meticulous tracking of employee progress and compliance with regulatory standards
  • Maintained a centralized repository of thousands of operational documents, ensuring consistent, on-demand access for all stakeholders
  • Delivered immersive, gamified training sessions to diverse audiences, ranging from frontline staff to senior executives, achieving high participant satisfaction rates
  • Collaborated extensively with operational teams to align training initiatives with strategic goals, driving process optimization and cost-efficiency

Customer Care Manager of Training and Communications, NA

Reader's Digest Association
10.2010 - 08.2011
  • Spearheaded training initiatives for contact centers across North America and the Philippines, ensuring alignment with global operational standards
  • Designed and executed comprehensive training programs supporting e-commerce and digital transformation efforts, facilitating seamless adoption of emerging technologies
  • Curated and managed documentation for 18 magazine brands, books, and music products, delivering targeted training solutions to address business needs
  • Optimized customer service operations by identifying inefficiencies in agent workflows, implementing solutions that reduced average handling times and improved customer satisfaction
  • Authored and disseminated a monthly newsletter, showcasing departmental milestones and their impact on broader organizational objectives

Education

Bachelor of Arts - Business Management

Adelphi University

Skills

    • Microsoft Office Suite

    • Adobe Captivate

    • UiPath

    • GenAI

    • Vyond

    • Kahoot

    • Kpoint

    • Moodle

    • CanvaPro

    • Verint

    • SharePoint

    • Salesforce

    • Facets ESAWS/Siebel 8

    • Cognos Reporting

    • LMS Administration

    • Agile Learning

    • Gamification

    • Performance Analytics

    • Training Governance

    • Content Curation

    • Exceptional communicator

    • Mentoring

    • Inspiring

    • Leading cross-functional teams

    • Designing learning solutions

    • Deploying learning solutions

    • Enhancing employee engagement

    • Enhancing performance

    • Strong analytical acumen

    • Leveraging data insights

    • Informing decision-making

    • Optimizing training program outcomes

Accomplishments

  • Global Call Center Transformation: Pioneered a large-scale, three-phase BPAAS call center transition, in India, Philippines and US. Facilitated the smooth and systematic migration of work across five global regions simultaneously, preventing business disruptions while enhancing employee performance outcomes.
  • Innovative Training Strategies: Designed and implemented cutting-edge methodologies, achieving a 50% reduction in training cycle times as well as significant operational cost savings.

Technical Proficiencies

Microsoft Office Suite, Adobe Captivate, UiPath, GenAI, Vyond, Kahoot, Kpoint, Moodle, CanvaPro, Verint, SharePoint, Salesforce, Facets ESAWS/Siebel 8, Cognos Reporting, LMS Administration, Agile Learning, Gamification, Performance Analytics, Training Governance, Content Curation

Personal Information

Title: Deputy General Manager - Learning & Development

Timeline

Deputy General Manager, Learning & Development - Cognizant Technology Solutions
11.2022 - Current
Service Delivery Manager, Learning & Development - Cognizant Technology Solutions
07.2016 - 11.2022
Supervisor, Operations Quality Training - EmblemHealth
08.2011 - 06.2016
Customer Care Manager of Training and Communications, NA - Reader's Digest Association
10.2010 - 08.2011
Adelphi University - Bachelor of Arts, Business Management

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Marcia Jack