Nicole Coxton
Tampa
Summary
Results-driven leader with proven history of leading high-performing teams and executing strategic initiatives that drive organizational growth. Successfully led cross-functional teams with projects that resulted in significant process improvements and operational efficiencies while fostering productive and positive team culture.
Overview
28
28
years of professional experience
Work History
Director- Learning & Development
Verizon
08.2022 - 12.2025
- Led cross-functional teams to develop and implement strategic learning initiatives enhancing operational efficiency through the delivery execution resulting in 106% to target and exceeding commitments two months earlier to plan.
- Collaborated with stakeholders to align organizational goals with technology solutions, fostering innovation which resulted in the launch of a self-driven development site that saw an increase with 43% new user and 65% return user engagement and was benchmarked across the markets.
- Leveraged data analytics insights and market trends for informed decision-making in critical areas such as sales execution, customer engagement, and operational efficiencies with the design and delivery execution plan for the new selling strategy resulting in 132% ROI.
Associate Director - Learning & Development
Verizon
01.2019 - 08.2022
- Led a L&D organization of Senior Managers, Managers, Sr. Trainers, and Instructional Designers who are responsible for training prioritization, instructional design, training delivery, and learning measurement supporting the Verizon Consumer Group Sales and Service Centers, Technical Support Centers, and Strategic Partner Centers.
- Built upskill strategy for 100 reps to a new queue and once live saw significant increase in service level (12.3% to 51.7%), answered calls (40.4% to 97.4%), and a decrease in abandoned calls (169 to 62).
- Led nine onboarding programs to 100% virtual while exceeding timeline by three months and under budget with 28K in savings. A 97.5% learner mastery testing pass rate resulting in an increase in service level (42%), calls answered (82%), and call capacity of 15K.
- Recognized as “Partner of the Quarter” for collaboration of a leadership program that saw an increase for 7-day call rates (84.1%) and Net Revenue (129.2%).
Senior Manager- Instructional Design
Verizon
01.2017 - 01.2019
- Led a virtual team of instructional designers who support our Verizon Consumer Group go to channel marketing initiatives. Partnered with stakeholders to scope, recommend, execute, and evaluate learning design and delivery strategies.
- Drove a highly engaging micro-learning series that supported revenue generating products/services and contributed to a 25% increase in the TechSure product daily sales take rate in the business impact measurement study.
- Executed the launch of a new leader-led learning strategy that utilized the digital ecosystem to support continuous learning for consumer sales and technical support teams resulting in a 98.9% positive sentiment response rate.
Senior Manager- Training Delivery
Verizon
01.2016 - 01.2017
- Led a virtual team of Sr. Trainers who support our Verizon Consumer Group Sales and Service Centers. Partnered with stakeholders to identify and support all training delivery needs for the company, area, and regional initiatives.
- Implemented the adoption of a virtual delivery strategy for more than 1400 contingency workers during a labor strike and then utilized to train more than 3000 union agents returning to work exceeding the 90% completion goal.
- Designed and delivered the conditional self-install training that increased potential customers for self install by 29% with a reduction of technician truck rolls, lowered call volumes, and increased positive customer experiences.
Education
Bachelors - Communications
University of Maryland
01-2022
Associates - Liberal Arts and Sciences
College of Southern Maryland
01-1997
Skills
- Change agent
- Creative and innovative leader
- Data-driven storyteller
- Senior level communicator
- Relationship builder
- Strategic planner
- Team advocate
- Adult learner focused
Accomplishments
- 2025 Winner's Circle Award Recipient
- 2024 Area Market Award Recipient
- 21 L&D Leadership Excellence Awards
Affiliations
- Association for Talent Development
- Career Village
- Verizon DC Women’s Leadership Group
Timeline
Director- Learning & Development
Verizon
08.2022 - 12.2025
Associate Director - Learning & Development
Verizon
01.2019 - 08.2022
Senior Manager- Instructional Design
Verizon
01.2017 - 01.2019
Senior Manager- Training Delivery
Verizon
01.2016 - 01.2017
Associates - Liberal Arts and Sciences
College of Southern Maryland
Bachelors - Communications
University of Maryland
Custom
- 27 yrs Learning design and delivery
- 15 yrs People leadership
- 14 yrs Cross functional people and project leadership
- 13 yrs Mobile and Home sales support
- 12 yrs Mobile and Home service support