VANESSA DELGADO
Murrieta
Summary
Strategic L&D Executive and Certified AI Professional with a robust history in corporate training and technology adoption. Achieved a 20% increase in training quality scores while leading a 6,000-member team. Spearheaded the 'Coaching with Gen AI' initiative, enhancing performance management through data-driven insights.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Associate Director - Learning & Development
Verizon
Remote
09.2018 - 06.2026
- Senior leadership position focused on designing, delivering, and improving learning solutions that align with the company's business goals and culture.
- Owned global strategy and execution for enterprise onboarding, integrating over 3,000 new employees with HR business partners, industry experts, and regional operations.
- Managed learning and development strategies for 1,200 technical employees, translating complex technical data to refine L&D strategies for mobility voice and 5G home connectivity.
- Led and directed high-performing teams of 6K employees to achieve peak operational performance and enhanced training quality scores by 20% while maintaining a premium brand experience.
- Architected and spearheaded the enterprise across 8 business units "Coaching with Gen AI" initiative, empowering business leaders to utilize Gemini and NotebookLM by 40% for rapid-response performance management and data-backed coaching.
- Achieved high performing pulse results, ranking in top 75 percentile for overall employee satisfaction.
- Verizon Communications Inc. provides communications, technology, information, and streaming services to consumers, businesses, and government entities worldwide.
Sr. Trainer - Learning & Development
Verizon
Remote
02.2013 - 08.2018
- Facilitated employee growth through engaging training programs aligned with business goals.
- Delivered training to over 1K employees on complex technical support topics, new device rollouts, soft skills, and leadership pipelines, improving training completion rates by 10%.
- Developed soft skill coaching blueprints for 30 teams, bridging gaps between frontline customer service agents and technical troubleshooting teams, which reduced resolution time by 25%.
- Verizon Communications Inc. provides communications, technology, information, and streaming services to consumers, businesses, and government entities worldwide.
Customer Experience Tech Supervisor - Customer Success
Verizon
Remote
11.2007 - 02.2013
- Bridge between our customers and the technology that powers their world. You'll lead efforts to troubleshoot and resolve complex technical issues, ensuring seamless service experiences, while also driving customer success initiatives that help clients maximize the value of Verizon's products and solutions.
- Led customer support team of 20 tech retention agents, maintaining top 100 regional ranking for key performance and quality metrics throughout tenure.
- Achieved team metrics in attendance and communication, fostering healthy workplace culture recognized by VP & Director.
- Verizon Communications Inc. provides communications, technology, information, and streaming services to consumers, businesses, and government entities worldwide.
Customer Service Representative
Verizon
Remote
11.2006 - 11.2007
- Served as first point of contact for customers, delivering exceptional service and ensuring every interaction conveyed value and support.
- Monitored account health and addressed churn risks for global wireless clients, resulting in 40% increase in customer satisfaction and retention.
- Verizon Communications Inc. provides communications, technology, information, and streaming services to consumers, businesses, and government entities worldwide.
Retail Sales Sr. Trainer
AT&T
Anaheim Hills, CA
03.2002 - 11.2006
- AT&T Inc. is a global telecommunications leader headquartered in Dallas, Texas, with a history dating back to 1885, now operating as the world's third-largest telecom company by revenue and the U.S.'s largest fiber internet provider
- Designed and facilitated interactive sales programs across 15 regional offices for new recruits and active sales staff, contributing to a 15% increase in regional revenue from equipment sales, upgrades, and feature activations.
- Developed and evaluated training programs to enhance sales and customer service skills of retail associates.
Education
High School Diploma -
Santa Ana Valley High
Santa Ana05-1998
Skills
- Training management
- Onboarding processes
- Instructional design
- Performance management
- AI-driven training
- Development strategy
- Project coordination
Personal Information
Title: ASSOCIATE DIRECTOR - CORPORATE TRAINING STRATEGY & AI INNOVATION
Certification
Certified Google AI Professional - Google Cloud
CERTIFICATIONS & AWARDS
Google AI Professional Certification May 2026
Google AI Essentials Certification May 2026
Fierce Conversations Certification Nov 2015
Accomplishments
- Winners Circle Award 2022 - Verizon
- Emerging Leader Award 2022 - Training Magazine
- Director Inspirational Leader Award - Verizon
Timeline
Associate Director - Learning & Development
Verizon
09.2018 - 06.2026
Sr. Trainer - Learning & Development
Verizon
02.2013 - 08.2018
Customer Experience Tech Supervisor - Customer Success
Verizon
11.2007 - 02.2013
Customer Service Representative
Verizon
11.2006 - 11.2007
Retail Sales Sr. Trainer
AT&T
03.2002 - 11.2006
High School Diploma -
Santa Ana Valley High