Susan Townsend
Morris Plains,NJ
Summary
Dedicated to being a valuable leader and resource for colleagues, clients, and team members. Excel in sharing knowledge, facilitating training, and collaborating on projects. Consistently utilize accumulated knowledge and expertise for the benefit of employers. Avid volunteer who finds joy in giving time and energy to support the community. Currently lead a hiking group with over 570 members, showcasing organizational and inspirational abilities.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sr. Digital Adoption Specialist
INSPERITY
01.2023 - Current
- Direct internal communications for Enterprise Salesforce Operations, and open-door communications with front-line and executive leadership
- Implement and manage overall communications plan for proactive and organized team functionality
- Create and manage branding of collateral documents and videos, drive engagement and emphasize relevance of the team's output; oversee content on company intranet (Bloomfire)
- Create innovative adoption channels appropriate to groups, teams, or all employees
- Present relevant and engaging information in-person or virtually
- Conduct Discovery meetings, research and analyze enhancement requests
- Design and supervise the Champions program of Subject Matter Experts (SME).
- Accomplished multiple tasks within established timeframes.
Learning & Development Specialist, Middle Market Solutions
INSPERITY
01.2020 - 01.2023
- Build rapport and maintain relationships with internal and external customers by leading Discovery conversations to learn the Developmental needs of client's manager and leadership teams
- Research and develop customized training projects and development plans for emerging and incumbent leaders; provide recommended training paths, curriculum, and other resources
- Create Project Plans, keep internal service team members apprised of engagements, work with service team to identify areas of opportunity with the client
- Coach Managers & Executive leaders in personal professional development.
Technical Trainer/Program Manager
Novartis Pharmaceuticals
- Facilitated New Employee Technical Onboarding on-site and virtual ILT sessions on MS Teams, OneNote, and OneDrive (Windows & iPad) for global offices.
Career Coach
FLATIRON SCHOOL
01.2019 - 01.2020
- Coach students in the Software Engineering and Data Analytics programs in interview skills, job search strategies, LinkedIn and GitHub profiles
- Conduct mock interviews and support the company's tuition guidelines.
Sr. Learning & Development Consultant
WalMart eCommerce
- Facilitated a New Employee On-boarding training course
- Included business math, software applications, presentation and negotiation skills, metrics reporting.
Professional Organizer
Smartly Organized LLC
- Perform organization projects around client's homes, creating storage solutions.
Recruiter
Next Level Operations
- Interview potential job candidates via telephone, assess applicable skills and experience.
Certified Life and Health Coach
SUSAN TOWNSEND COACHING & CONSULTING LLC
01.2016 - 01.2020
- Consultant to major corporate clients and Coach to private clients and groups in the areas of career, strategic goal setting, and personal development.
Analyst, Business Software Development & Engineering
COMCAST CORPORATION
01.2013 - 01.2017
- Championed the implementation of applications, streamlining workflows, improving functionality and driving business
- Managed software development projects including gathering requirements, use cases and user acceptance testing
- Conceived of and facilitated job function-based new employee on-boarding programs
- Designed training documentation and videos then posted on company intranet
- Awarded for developing and designing software training plans, including an application which improved order entry time by 67%.
National Learning and Development Specialist
COMCAST CORPORATION
01.2012 - 01.2013
- Principle driver and Subject Matter Expert (SME) of the adoption of CRM on a national basis
- Facilitated Professional Development courses
- Led full day classroom courses and VILT workshops, designed course material and user guides
- Identified areas of opportunity for supplemental training and software development.
Project Manager/Manager of Administrative Services
COMCAST CORPORATION
01.2010 - 01.2012
- Established and delivered New Employee Onboarding program
- Awarded for effectively developing and implementing job-function specific CRM training plans for leadership and support departments, increasing their overall participation in Sales campaigns, enabling trackable results to closed business
- Coached and mentored Sales Support team
- Created customized reports outlining sales metrics to uncover areas of opportunity and reported results to sales leadership.
Sales Assistant
COMCAST CORPORATION
01.2007 - 01.2010
- Provided excellent internal and external customer service to the Sales team and their clients
- Performed research; developed presentation decks
- Managed all post-sale reports and activities to ensure schedule efficiency.
Education
Business Management
Roger Williams University
Bristol, RIAdvertising
Bergen Community College
Paramus, NJSkills
- Project Management
- Facilitation / ILT
- Discovery / Needs Analysis
- Communications & Content Creation
- Coach & Trainer
- Assessment skills
- Coaching and Mentoring
- Learning Strategies
- Training Video Production
- Class development
- Problem-Solving
- Time Management
Certification
Instructional Documents & Videos
Educationandcertifications
- Salesforce Administrator certification, in progress
- Salesforce Business Analyst certification, in progress
- Agile Scrum Master certification, in progress
- DDI Certification, Bridgeville, PA, completed July 2020
- Extended DISC, Magnolia, TX, completed July 2020
- Trainer certification, Comcast University, Philadelphia, PA; July 2013
- Virtual Trainer Facilitation Certification, NetSpeed Learning Solutions, Seattle, WA; completed November 2017
- Health Coach Certification, Health Coach Institute, Boise, Idaho; completed January 2017
- Life Coach Certification Health Coach Institute, Boise, Idaho; completed May 2018
- Coursework toward Bachelor of Arts degree in Advertising, Bergen County Community College, Paramus, NJ
- Coursework toward Bachelor of Arts degree in Business Management, Roger Williams University, Bristol, RI
Volunteer Experience
2023 President’s Volunteer Service Award, Bronze
Rock Voices - Montclair, NJ, Singer and coordinator
MPAC - Mayo Performing Arts Center, Morristown, NJ; Usher and ticket taker
Meetup.com - NJ Single 50+ Hikers and Socializers; Group Organizer and hike leader
Timeline
Sr. Digital Adoption Specialist
INSPERITY
01.2023 - Current
Learning & Development Specialist, Middle Market Solutions
INSPERITY
01.2020 - 01.2023
Career Coach
FLATIRON SCHOOL
01.2019 - 01.2020
Certified Life and Health Coach
SUSAN TOWNSEND COACHING & CONSULTING LLC
01.2016 - 01.2020
Analyst, Business Software Development & Engineering
COMCAST CORPORATION
01.2013 - 01.2017
National Learning and Development Specialist
COMCAST CORPORATION
01.2012 - 01.2013
Project Manager/Manager of Administrative Services
COMCAST CORPORATION
01.2010 - 01.2012
Sales Assistant
COMCAST CORPORATION
01.2007 - 01.2010
Technical Trainer/Program Manager
Novartis Pharmaceuticals
Sr. Learning & Development Consultant
WalMart eCommerce
Professional Organizer
Smartly Organized LLC
Recruiter
Next Level Operations
Business Management
Roger Williams University
Advertising
Bergen Community College
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