Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Milica Ormiston

11905 Kings Bridge Way, North Bethesda,MD

Summary

Extensive training program management experience in global and cross-cultural environments. Expert in the implementation and management of the full learning lifecycle. Highly skilled in instructional design, ADDIE and SAM models. LMS administrator (Cornerstone, Saba, Success Factors, Grovo). Excel at problem-solving to effectively drive organizational growth and learning initiatives. partner of senior leadership in creating training strategies that deliver results. Strategic communicator and collaborator across functions. Multilingual.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Hotline Training and Development Manager

EveryMind
Rockville, MD
05.2024 - Current
  • Analyzed training needs and created a road map that streamlined the new hire training, and significantly increased the graduation rate.
  • Stabilized the training function and implemented targeted evaluations.
  • Led training teams composed of high-performing counselors to improve the consistency of facilitation.
  • Increased coaching time and created objective assessment forms based on quality standards.
  • Implemented the use of an internal LMS and added additional tools, such as a learning plan, to improve the learning experience of trainees.
  • Mapped the curriculum to meet the standards defined by Vibrant, the 988 crisis line administrator.
  • Improved continuous learning program for tenured counselors.
  • Collaborated with management teams to identify areas of improvement within the organization's learning environment.
  • Maintained records of all completed courses and associated documents.
  • Managed a team of facilitators and supervised new hires.

Hotline Training and Quality Assurance Manager

EveryMind
Rockville, MD
01.2023 - 05.2024
  • Led the QA and Training team.
  • Determined course objectives to align with the 988 Crisis Counselor role.
  • Mentored team members on adult learning strategies.
  • Created assessments to standardize the learning experience.
  • Built the Quality Assurance function based on industry standards.
  • Piloted and implemented the first QA scorecard. Established and published internal QA standards.
  • Established and published internal QA standards.

Training Program Manager, ERC (Amazon HR Contact Center)

Amazon
Arlington, VA
07.2021 - 12.2022
  • Implemented a scalable training request intake mechanism that streamlined communication with a variety of stakeholders.
  • Worked closely with Ql management to identify performance gaps and root causes.
  • Analyzed QI data and other operations metrics to identify the center's learning needs.
  • Developed a priority matrix that enabled a more effective triage of training requests.
  • Led scaling of training programs, such as standardization of curricula and LMS (Cornerstone) management.
  • Mentored teams of facilitators and designers.
  • Collaborated with SMEs, and managed learning plans, enabling systematic development of learning solutions.

Sr. Learning and Development Specialist/Instructional Designer

Abt Associates
Rockville, MD
09.2020 - 06.2021
  • Shortened training development time by introducing rapid e-learning development tools (Articulate 360).
  • Led the learning and development (L&D) strategy, the instructional design strategy, and mentored junior instructional designers.
  • Within the first 30 days, joined a key project sponsored by the CEO, developed micro-learnings that significantly reduced staff training time, and increased skill transfer.
  • Led the successful design, development, and adoption of e-learnings in collaboration with senior leadership on diversity, equity, and inclusion training initiatives.
  • Administrator of LMS Success Factors.

Operations Director

Alumni Learning Consortium
Silver Spring, MD
04.2020 - 09.2020
  • Led innovative programs serving alumni of over 50 member universities during a time of fast growth, and managed a portfolio that increased by over 100% in 4 months.
  • Led and managed all operations of a bi-weekly webinar series, including online platforms, streaming production (StreamYard, OBS, Facebook); recommended a platform change based on client needs, became proficient in navigating the new platform, and trained clients in minimal time.
  • Led virtual mentorship programs and improved the initial design to fit clients' needs.
  • Collaborated with the CEO, CFO, CTO, and other directors on developing the company strategy.

Principal Learning Specialist

DAI
Bethesda, MD
01.2017 - 02.2020
  • Primary learning and development authority of the largest business group.
  • Designer and developer of instructor-led, web-based (Articulate 360, Camtasia), and blended training and capacity-building modalities.
  • Trained, mentored, and supervised instructional designers and training specialists.
  • Advised content owners and team leads on learning solutions designed to reduce skills gaps and improve efficiencies, with considerations for highly diverse, international staff.
  • Administrator of the company-wide Saba LMS, serving over 1,000 staff.
  • Managed training evaluations and advised trainers on feedback implementation.

Training Specialist II /Training Program Manager

United Educators
Bethesda, MD
03.2015 - 12.2016
  • Designed and led a full learning lifecycle, organization-wide training program.
  • Managed and tracked the budget of the training function.
  • Mentored and trained facilitators.
  • Analyzed staff training needs through a company-wide learning gap analysis.
  • Introduced and managed the first corporate LMS, Grovo, with built-in micro-learnings.
  • Managed company-wide workshops; developed and led blended learning sessions.
  • Supervised logistical arrangements and vendor management.
  • Implemented success measures, created pre- and post-training surveys (SurveyMonkey), collected, and analyzed results.
  • Produced a dashboard for management and supervisors to track statuses; metrics consistently showed positive results.

Learning Center Manager

Berlitz Corporation
Rockville, MD
03.2014 - 09.2014
  • Led a multicultural team of language instructors.
  • Supervised, mentored, coached, and evaluated the performance of instructors.
  • Managed the budget, operational expenses, and profit and loss of the center.

Training Specialist/Training Program Manager

GBX Consultants
McLean, VA
01.2013 - 02.2014
  • As the program lead, co-designed and delivered a train-the-trainer program to instructors of the military transition assistance curriculum.
  • Co-created a curriculum on topics critical for a successful transition to civilian life.
  • Mentored and trained over 300 DoD trainers, and evaluated their core knowledge and skills.
  • Served as a subject matter expert on adult learning strategies and methodologies.

DoD Transition Facilitator

Inverness Technologies
, Germany/US
04.2007 - 12.2012
  • Facilitated week-long transition workshops, and as Master Trainer, trained new trainers on curriculum.

DOD Work and Life Skills Instructor/Counselor

DoD
Ramstein Air Base, Germany
07.2005 - 03.2007
  • Designed and delivered weekly life skills training sessions and workshops.
  • Conducted assessments of clients' needs and progress to determine individualized goals.

Manager

DoD
Ramstein Air Base, Germany
02.2004 - 07.2005
  • Led a team of permanent and volunteer staff.
  • Managed resource center that provided a variety of services to over 20,000 active-duty members and their families.

Education

MA - Intercultural/International Communication

American University

Masters of Human Relations -

The University of Oklahoma

B.S. - Management Studies

University of Maryland Global Campus

Skills

  • Authoring Tools (Articulate 360, Camtasia)
  • Training solutions development
  • Facilitation
  • New Employee Training
  • Curriculum Planning
  • Systems Thinking Approach
  • Coaching and Mentoring
  • Classroom Management
  • E-learning strategies
  • Learning management systems (Saba, Cornerstone, Success Factors)
  • Blended learning
  • Training delivery
  • Needs assessment
  • Program management
  • Performance metrics
  • Instructor management
  • Small group instruction
  • Stakeholder management
  • Adult learning theories
  • Budget administration

Certification

  • Master Trainer, Association for Talent Development (ATD); Executive Certificate in Facilitation, Georgetown University; Designing Learning Cert (ATD); Designing Synchronous Learning Cert (ATD), Change Management Cert (ATD), Coaching Cert (ATD), Managing Learning Programs Cert (ATD), Learning Transfer Cert (ATD), Articulate 360 cert (ATD); Crisis intervention training certificates - safeTALK, ASIST, Mental Health First Aid.

Timeline

Hotline Training and Development Manager

EveryMind
05.2024 - Current

Hotline Training and Quality Assurance Manager

EveryMind
01.2023 - 05.2024

Training Program Manager, ERC (Amazon HR Contact Center)

Amazon
07.2021 - 12.2022

Sr. Learning and Development Specialist/Instructional Designer

Abt Associates
09.2020 - 06.2021

Operations Director

Alumni Learning Consortium
04.2020 - 09.2020

Principal Learning Specialist

DAI
01.2017 - 02.2020

Training Specialist II /Training Program Manager

United Educators
03.2015 - 12.2016

Learning Center Manager

Berlitz Corporation
03.2014 - 09.2014

Training Specialist/Training Program Manager

GBX Consultants
01.2013 - 02.2014

DoD Transition Facilitator

Inverness Technologies
04.2007 - 12.2012

DOD Work and Life Skills Instructor/Counselor

DoD
07.2005 - 03.2007

Manager

DoD
02.2004 - 07.2005

MA - Intercultural/International Communication

American University

Masters of Human Relations -

The University of Oklahoma

B.S. - Management Studies

University of Maryland Global Campus

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Milica Ormiston