NANCY J. BACKOWSKI

Lead Project Manager who managed the design, development and implementation of new hire training curriculum following the ADDIE methodology of instructional design for all collections associated with indirect auto lending. Conducted training and provided all new courseware templates.

• Served as training lead for the Star Project and the transition of work to Dallas, TX.
• Completed all new curriculum courseware and streamlined the learning process for the new Dallas Operations center (100 employees)
• Supported leadership professional development by leading monthly Lunch and Learn sessions for all Center Operations management
• Partnered with sales to perform needs analysis for building a customized sales acceleration curriculum associated with indirect auto lending
• Shadowed with DRO and Credit employees to observe day-to-day duties and operations
• Supported monthly Sales Leadership development conversation sessions
• Performed post-training support to address deficiencies and enhance individual capabilities

Managed design, development, and implementation of global learning solutions for all employees associated with Client Operations companywide, including NA and EU markets.

• Partnered with leadership to oversee and ensure high-level of quality performance from company’s strategic business outsources
• Provided coaching, training, and support to exempt staff of 10-instructors
• Provided clarity and structure to new and existing leaders by working with HR Business Partners to create core Management Leadership Roadmap
• Performed needs analysis, building training curriculum and programs for product releases and professional development

• Managed training and development of 150 employees
• Provided coaching, support, and training to exempt staff of 9 instructors in 2 locations
• Selected and assigned instructors to conduct specific training programs
• Revised training curriculum and reference materials as required to maximize training effectiveness
• Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success
• Partnered with business to design, develop, and implement new support channel in company knowledge base, decreasing average handle time of inbound call center agent
• Saved estimated $1M by serving as training lead for transition of work and decommissioning of National Business Operations Center