Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sharla Moore

Stockton,United States

Summary

With over two decades of visionary leadership, I've consistently inspired teams, optimized global workflows, and elevated productivity. My expertise in managing diverse schedules across international time zones has cultivated positive cultures and driven organizational development. Recognized for harmonizing business and people strategy, I serve as a trusted coach in performance management, employee relations, and organizational development. Exceptional communication skills, refined through collaboration with diverse groups, highlight my dedication to supporting leaders through scale and promoting diversity. Throughout my career, I've collaborated closely with legal professionals in law firms, legal services organizations, and high-level professional services, gaining profound insights into their unique challenges. As a seasoned learning and development professional, I've spearheaded customized curriculum development initiatives, enriching skills and knowledge across various departments and experience levels within the company. My comprehensive experience in diversity, equity, and inclusion (DEI) encompasses research, project management, and content development. In this capacity, I effectively engage with employees of all levels, offering strategic support and fostering inclusive cultures.

Key Competencies:

  • Organizational Development: Proven track record in driving organizational development, aligning business and people strategy to create positive and thriving workplace cultures.
  • Managerial Excellence: Trusted coach and partner in various managerial roles, navigating performance management, coaching, employee relations, leveling processes, and organizational development.
  • Communication Mastery: Exceptional written and verbal communication skills honed through collaboration with diverse groups and experience levels.
  • Strategic Alignment: Recognized for aligning business and people strategy, committed to supporting leaders through scale, promoting diversity and inclusion, and continually elevating organizational caliber.
  • Relationship Building: Adept at building trusted relationships, connecting the dots, and aligning organizational structures with company strategy.
  • Results-Driven: Proven ability to drive results through visionary leadership, strategic alignment, and effective communication, contributing to organizational success.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Learning & Development Program Manager/Technical Support Manager

Recurly
San Francisco, United States
03.2019 - 10.2023
  • Successfully designed and executed customized training programs that measurably improved organizational performance
  • Streamlined communication between stakeholders and teams, ensuring efficient project completion.
  • Effectively managed all project phases, ensuring successful completion while surpassing goals and deadlines.
  • Streamlined training procedures by integrating learning management systems (LMS) and e-learning platforms for efficient delivery and evaluation of DEI-focused programs.
  • Oversaw creation of engaging training materials, ensuring relevance and effectiveness
  • Identified learning needs across departments, cultivated stakeholder relationships
  • Evaluated training impact on performance and organizational outcomes
  • Monitored program effectiveness using KPIs to make data-driven adjustments.

Technical Support Manager

Recurly
San Francisco, United States
03.2019 - 06.2021
  • Managed a global remote team of 38 Support Specialists/Engineers across the US and overseas locations, providing efficient issue resolution 24/7
  • Expert in enhancing team performance through forecasting, hiring, training, and resource optimization techniques.
  • Crafted and executed strategic plans resulting in the maintenance of a consistently high 98% customer satisfaction (CSAT) rating, while meticulously monitoring and achieving key performance indicators
  • Leveraged data-driven insights to significantly enhance operational efficiency, identify precise training requirements
  • Aligned customer support objectives with company objectives and OKRs for seamless goal alignment.

Tutor Manager

Paper Company
Montreal, Canada
01.2023 - 09.2023
  • Empowered a team of 125 tutors to become student-centered educators, significantly enhancing learning outcomes within a 24/7 operational framework
  • Pioneered highly effective tutor onboarding, training, and growth strategies that consistently elevated tutor performance
  • Championed company-wide workshops, empowering tutors and boosting their effectiveness
  • Collaborated cross-functionally to streamline processes, resulting in enhanced student success rates
  • Monitored tutor performance, provided feedback, and implemented growth plans for improvement
  • Cultivated positive tutor relationships while addressing their needs proactively
  • Established and enforced operational policies to drive efficiency and ensure high-quality service delivery
  • Utilized various remote support tools to provide remote assistance to customers.

Principal Legal Document Preparer

Moore Legal Document Services
Stockton, United States
02.2012 - 01.2019
  • Founded and directed a successful document preparation business, serving a diverse clientele
  • Distinguished for meticulous precision, compliance, and tailored solutions, resulting in high client satisfaction
  • Conducted thorough legal research for precise and reliable legal content
  • Managed efficient document filing and tracking systems, ensuring impeccable records
  • Stayed abreast of evolving legal regulations to ensure document accuracy
  • Offered clear guidance to clients on document inquiries.

Education

JD - Law

California School of Law
12.2010

BA - Psychology

University of San Francisco
05.1993

Skills

  • Advocacy
  • Talent Development
  • Strategic Planning
  • Communication Skills
  • Leadership & Teamwork
  • Training Program Design and Development
  • Learning Management Systems (LMS)
  • Project Management
  • Diversity, Equity, and Inclusion (DEI)
  • External Partnerships and Vendor Management
  • Effective Time Management
  • Evaluation and Assessment
  • Performance Support and Coaching
  • Training Delivery and Facilitation
  • Proficiency with Various Software Tools: Google Suite, Microsoft Office Suite, Salesforce, Zendesk, Zoho, Tableau, Airtable, Jira/Confluence, ServiceNow
  • Operations Management
  • Compliance Knowledge: PCI DSS, PPI, HIPAA

Certification

  • Account Management
  • Professional in Human Resources (PHR)
  • Leadership Mindsets
  • Leadership Strategies for Women
  • Introduction to Web APIs
  • Client Management and Relationships
  • Communication within Teams
  • Time Management
  • Inclusive Female Leadership
  • Operations Management
  • Leading and Motivating People with Different Personalities
  • Build Your Own Professional Training
  • Embracing Unexpected Change
  • Learning ServiceNow
  • Foundations of Diversity, Equity, Inclusion, and Belonging
  • Diversity, Equity, Inclusion, and Belonging for All
  • Inclusive Mindset
  • Equity First: The Path to Inclusion and Belonging
  • Making the Case for Diversity and Inclusion

Timeline

Tutor Manager

Paper Company
01.2023 - 09.2023

Learning & Development Program Manager/Technical Support Manager

Recurly
03.2019 - 10.2023

Technical Support Manager

Recurly
03.2019 - 06.2021

Principal Legal Document Preparer

Moore Legal Document Services
02.2012 - 01.2019

JD - Law

California School of Law

BA - Psychology

University of San Francisco
Sharla Moore