Summary
Overview
Work History
Education
Certification
Timeline
Affiliations
Skills
Generic

Ringo Moreno

Senior Program Manager
Apopka,FL

Summary

Dynamic Senior Program Manager with over 15 years of experience in overseeing large-scale IT & L&D projects across diverse industries. Demonstrated expertise in driving the vision and strategic execution of complex migrations and operational enhancements, particularly in high-stakes, fast-paced environments. Proven ability to manage multi-faceted projects from inception to completion, ensuring alignment with budgetary, timeline, and quality standards. Skilled in collaborating with cross-functional teams, stakeholders, and senior management to achieve business objectives and deliver impactful solutions.

Overview

18
18
years of professional experience
4
4
Certificates
4
4
years of post-secondary education

Work History

Senior Program Manager

Tanisha Systems Inc
01.2024 - 05.2024
  • Directed a large-scale 120-day IT migration project for Liberty Latin America's migration of AT&T Puerto Rico, supervising critical activities in CRM, Billing & Finance, ERP, Order Management, Employee Training, Provisioning & Activation, and Network Management Systems.
  • Led a cross-functional team that developed and refined IT systems for migration, resolving over 100 critical system errors that ensured uninterrupted service delivery during the transition.
  • Coordinated across multiple teams to streamline project delivery, achieving the migration of 202k B2B, and 50k postpaid customers while maintaining churn below the 4% trend.
  • Delivered comprehensive reports and strategic insights to executive management, facilitating informed decision-making and effective management of migration-related challenges and opportunities.
  • Enhanced operational capabilities in retail and call center setups to support expanded service requirements post-migration, significantly boosting operational efficiency and customer service reach.
  • Achieved significant operational improvements in billing and customer service functions, which led to the collection of $5.7M against a billing forecast of $4.3M, exceeding financial recovery targets 30 days ahead of schedule.

Senior Program Manager

T-Mobile
08.2020 - 11.2023
  • Responsible for driving the vision, strategy and execution of T-Mobile's technical onboarding and continuing education programs, influencing the professional journey of over 40,000 employees.
  • Led various organizational work-streams, including developing and managing project plans in alignment with time-frames, scope, risks, change control process, reporting, budget, scheduling and resources.
  • Managed a dynamic team of 10 senior-level professionals in instructional design and program management, fostering a culture of innovation and high performance.
  • Launched an innovative Microlearning platform leading to a company-wide reduction in operational costs by 20%, reduced training session duration by 83%, and garnered positive feedback from 98% of participants.
  • Led the development and rollout of a sales development onboarding program, resulting in a 33% decrease in ramp-up time for new hires.
  • Oversaw the design and deployment of a company-wide leadership development program, resulting in a 25% improvement in leadership competencies as measured by performance reviews.
  • Achieved an average of 99% customer satisfaction on updated learning programs by utilizing data- driven insights, collaborating with cross-functional teams, and seeking stakeholder feedback to determine areas for improvement that deliver business-critical outcomes.

Senior Manager of Learning and Sales Enablement

Sprint
05.2017 - 08.2020
  • Spearheaded, supported, and enabled a team of 10 sales trainers and performance coaches to drive innovation, change, and agile leadership for 2100 retail sales employees in 140 locations across Florida, Puerto Rico, and The US Virgin Islands.
  • Redefined and implemented two new hire programs for Outside Consumer Retail and Sprint Express at Walgreens resulting in a 25% improvement in sales results and a decrease of 20% in New Hire attrition.
  • Created a portfolio of business-critical learning solutions that encompassed sales methodology, performance coaching, systems, soft skills, customer experience, and process/procedural training, which increased performance engagement and capability by 40%.
  • Led the development of a real-time analytics dashboard for training KPIs that has saved the organization 6,812 hours, and $250,000 in yearly time and costs for accessing daily completion reporting.
  • Partnered with C-suite executives to identify leadership development needs, resulting in the creation of targeted learning interventions, leading to a 15% uptick in team productivity and 35% increased usage of HCM applications.
  • Led a strategic overhaul of sales training by incorporating CRM software, Salesforce, which directly correlated to a record-breaking $5M increase in quarterly sales revenue.
  • Hand selected by top leadership as the 2019 Training Manager of the year for exemplary leadership that had significant and positive impact in the Sales Excellence Organization.

Manager of Field Training and Sales Effectiveness

Sprint
01.2015 - 05.2017
  • Responsible for elevating both new hire and existing team members' workplace performance in partnership with stakeholder's core values and philosophy.
  • Managed multiple complex and diverse projects by implementing corporate-wide training and development programs that addressed leadership skills, business acumen, human capital management, recruiting, hiring, interviewing, change management, coaching, and documentation.
  • Cultivated an award-winning instructor and performance coaching team whose graduates achieved top-tier sales performance company-wide.
  • Successfully developed and implemented a comprehensive L&D strategy to drive Sprint within a Sam's Club's Sales growth, customer experience, retention, and retention, increasing overall revenue by 27%, and new line activations by 350%.
  • Orchestrated a talent identification program that accelerated the placement of high-potential employees, reducing recruitment costs by 30%.
  • Oversaw a regional training initiative that led to the region outperforming national sales averages by 12%.


Program Manager of Global Learning

Sprint
08.2009 - 01.2015
  • Managed end-to-end project cycles for the setup of over 20 offshore call centers, each within aggressive 5-month timelines.
  • Built relationships with the vendor teams: sales, marketing, contracts, and operations along with the site leadership to ensure systems, Sprint's processes, staffing and workforce planning met and exceeded company standards.
  • Collaborated with international teams to adapt training materials for regional needs, ensuring cultural relevance, and resulting in a 20% increase in training efficiency.
  • Identified common threads (issues/enhancements) across our vendor sites, prioritized issues, and made recommendations to executive management; served as voice of sales to facilitate prioritized changes through IT following the Agile process.
  • Spearheaded the creation of Learning Bay New Hire Program, which increased new hire performance by 18% globally.
  • Post New Hire Training classes of 1,000+ agents met or exceeded metric goals in various measured KPI’s.
  • Led successful launch of multiple customer-focused learning initiatives, increasing engagement by 25% and satisfaction by 15%.
  • Awarded the 'Global Impact Award' for outstanding contributions to international training programs and setting a benchmark for global cross-cultural onboarding excellence.

Human Resources Development Specialist

Sprint
08.2006 - 08.2009
  • Responsible for delivering and facilitating an array of job-specific training within a classroom environment, web-based learning, virtual learning, asynchronous learning and performance support tools that enable employees to meet identified objectives within their line of business.
  • Managed a successful HR Training Internship Program, fostering the development of 10 Trainer Interns.
  • Crafted a retention-focused sales training program contributing to a $10 million annual savings and a 15% increase in customer loyalty metrics.
  • Ranked #1 trainer in new hire results and attrition for 2 years in a row.

Education

Bachelor of Science - Business Administration

University of Phoenix
01.2013 - 05.2017

Certification

AWS Cloud Practitioner

Timeline

Senior Program Manager

Tanisha Systems Inc
01.2024 - 05.2024

Senior Program Manager

T-Mobile
08.2020 - 11.2023

AWS Cloud Practitioner

07-2020

Organizational Learning

06-2020

Go-to-Market Planning

06-2020

Senior Manager of Learning and Sales Enablement

Sprint
05.2017 - 08.2020

Manager of Field Training and Sales Effectiveness

Sprint
01.2015 - 05.2017

Bachelor of Science - Business Administration

University of Phoenix
01.2013 - 05.2017

Program Manager of Global Learning

Sprint
08.2009 - 01.2015

Human Resources Development Specialist

Sprint
08.2006 - 08.2009

Affiliations

  • Association for Talent Development (ATD)
  • Project Management Institute (PMI)

Skills

General Skills: Change Management, Cross-Cultural Communication, Grow Coaching, Leadership Development, Performance Management, Performance Metrics & ROI Analysis, Strategic Planning & Implementation, Succession Planning, Team Building


Learning & Development: ADDIE Adult Learning Methodology, Curriculum Design, Diversity and Inclusion, E-Learning, Instructor Led Training, Mentorship Programs, Onboarding Training Programs, Sales Enablement Strategies, Training Needs Analysis, Train the Trainer


Learning Management System (LMS) Administration: Bigtincan, C2, Cornerstone LMS, OnPoint, Thrive


Program Management & Project Management: Agile and Waterfall Methodologies, Budget Management & Cost Optimization, Change Control, Cross-Functional Team Leadership, Data Analytics & Reporting, Hybrid Project Management, Risk Management, Schedule Management, Scope Management, Stakeholder Management


Tools: ClickUp, Excel, LeanKit, LinkedIn Sales Navigator, Microsoft Project, Jira, OneNote, Outlook, Power BI, PowerPoint, Saba, Salesforce, SharePoint, Slack, Webex, Word, Zoom, ZoomInfo


Languages: Fluent in English, Proficient in Spanish.

Ringo MorenoSenior Program Manager