Tracie Overby
Wheaton,IL
Summary
Highly qualified learning and development operations consultant with over 27 years of experience managing technical and operational projects, gathering and analyzing data along with training experience and managing teams. Strongly skilled in requirements project planning, quality assurance, communicating, and completing projects.
Overview
27
27
years of professional experience
Work History
Consultant
Verizon
10.2021 - Current
- Project Manager for numerous leadership training launches.
- Demonstrate how the Learning Management System/Workday will interact with the initiative through course/program creation, delivery method explanations, creating learner groups and completion reporting.
- Build various adhoc reports with different formats for audit team and leaders throughout Verizon with an efficient turnaround time.
- Develop, provide and present management reporting and detailed analysis of HQ training requirements and related performance.
- Study data, identify trends, and recommend strategies for improving business results.
- Collaborate with various channels throughout Verizon to modify and develop reporting processes in order to maintain compliance and consistency company wide.
- Interprets quantitative and qualitative results, analyzes performance and makes recommendations to the department.
- Consistently meets deadlines on reporting tasks, projects, and assignments while working through roadblocks/obstacles.
- Develop, maintain, and issue accurate and timely reports using the Learning Resource System (Workday), Excel, PowerPoint, Qlik Sense and Cognos tools (Query and Report Studio).
Manager (interim)
Verizon
08.2022 - 08.2023
- Assisted with managing Conversion from a Verizon created LMS application to Workday.
- Trained the LMS team and stakeholders on the new functionality of Cognos 11.
- Utilized Smartsheets to increase team efficiency.
- Maintained the training pathways, audiences, programs and reporting.
- Responsible for the LMS perspective for numerous leadership training initiatives to ensure set up and reporting was available, measurable and successful.
Senior Analyst
Verizon
12.2011 - 10.2021
- Created, maintained and facilitated Adobe Connect training for Learning Resource System administrator training for various levels of administrator access to ensure success with system navigation.
- Led projects on enhancements and additions to reporting and analysis for Learning and Development Team.
- Studies data, identifies trends, and recommends strategies for improving business results.
- Conducted high level ROI studies on various pilot trainings in the Midwest area.
- Created numerous surveys using Survey Monkey to collaborate feedback regarding various data and trends within the company.
- Supported facilitation and projects by anticipating stakeholder and business needs.
Analyst
Verizon
03.2005 - 12.2011
- Created and maintained detailed reports to track employee learning and progress utilizing databases.
- Analyzed reports to communicate to leadership best means to meeting training goals and standards.
- Created ad hoc reports based on stakeholder requests.
- Maintained communication with stakeholders to ensure proper development and accuracy.
- Responsible for scheduling over 60 trainers in customer service and retail sales for upcoming training initiatives.
- Worked with training supervisors and local resource management in all MW area call centers to analyze the customer service training completion report to ensure training targets are met for all initiatives.
- Collaborated with Project Managers to schedule new hires, certifications and various recurring trainings for the call centers.
Senior Trainer-Custom Service
Verizon
08.2005 - 03.2007
- Key partner with workgroup for continuous training improvement and program effectiveness.
- Delivered advanced customer service skills/products/data, leadership, management, cross-functional and other training sessions using adult learning training methodology, appropriate media, trainer materials, and effective presentation skills.
- Established and maintains expertise in subjects taught.
- Partnered with management, attends regional/area/project meetings, conducts workgroup observations (call center floor observations, business-to-business ride-along, store visits) for effective use of business acumen (tie to KPIs) through direct knowledge/experience with workgroup.
- Evaluated the effectiveness of training conducted (class feedback, follow-up, surveys).
- Partnered with national curriculum development teams on national project curriculum development and project support (curriculum review, certifications, UAT, and revisions).
Customer Service Training Supervisor (interim)
Verizon
12.2006 - 02.2007
- Attended various calls to receive updates regarding training priorities for Data, Bilingual, Activations, IRT and Customer Service.
- Met with the specialty teams within the Call Center-Data, Bilingual, Activations and IRT-to ensure their training needs are met.
- Able to maintain the training schedule for Elgin team with changing initiatives and priorities.
- Provided coaching and mentoring to team regarding various training initiatives,
- Assisted team with scheduling days off and adjusting schedules to balance work and home life,
Customer Service/Financial Service Trainer
Verizon
07.2002 - 12.2006
- Participated in UAT for Work Flow Manager for the AOC (Area Operations Center).
- Attended Developer Boot Camp hosted by Midwest Area Development Team.
- Advocate for a strong and successful training team for the Elgin and Schaumburg Call Centers
by working with various departments to ensure consistency with training objectives and
business needs.
Corporate Financial Services Consultant
Verizon
04.2002 - 07.2002
- Responsible for collecting on bad debt for corporate accounts in the Illinois market.
- Assisted management staff with supervising/auditing off-line team.
Help Desk Analyst
Verizon Inc
04.2001 - 04.2002
- Troubleshooted different scenarios and resolve issues in minimal time.
- Project manager for PBX phone conversion.
Financial Services Consultant: Corporate/Equipment
Verizon
11.1996 - 04.2001
- Created spreadsheets for various corporations to assist with payments on past due accounts.
Education
Masters of Education in Leadership and Development -
Saint Xavier University
01.1995
Elementary Education -
Benedictine University
01.1994
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Data Analysis
- Management Reporting
- Organizational Skills
- Critical Thinking
Timeline
Manager (interim)
Verizon
08.2022 - 08.2023
Consultant
Verizon
10.2021 - Current
Senior Analyst
Verizon
12.2011 - 10.2021
Customer Service Training Supervisor (interim)
Verizon
12.2006 - 02.2007
Senior Trainer-Custom Service
Verizon
08.2005 - 03.2007
Analyst
Verizon
03.2005 - 12.2011
Customer Service/Financial Service Trainer
Verizon
07.2002 - 12.2006
Corporate Financial Services Consultant
Verizon
04.2002 - 07.2002
Help Desk Analyst
Verizon Inc
04.2001 - 04.2002
Financial Services Consultant: Corporate/Equipment
Verizon
11.1996 - 04.2001
Masters of Education in Leadership and Development -
Saint Xavier University
Elementary Education -
Benedictine University
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