Coca-Cola Beverages Florida

Talent Leader|DEI Strategist

Square

Your money is your own business.  Cash App uses advanced security features to protect millions of people and payments each year. From verification locks to data encryption, we take steps to make sure your money and information are safe.

- Enable operational changes that drive efficiency and organizational effectiveness including improvements to process of escalation queue for annual saving of $3.2M
- Design and execute on a continued development strategy that enables the long-term success of Cash App employees (>5000 globally)
- Lead a global learning and development team (>100) who developed over one hundred of courses resulting in 10% reduction in cost of content creation YOY
- Reduced cost per advocate for training by 12% by identifying performance improvement opportunities that impact learning and development programs through data analysis
- Improved Customer experience scores by 6% by developing the soft skills and technical knowledge playbook for Cash App Support Advocates
- Build Talent Management and Development Lifecycle Strategy, strengthening an inclusive learning culture and achieved over 90% participation
- Drove the transformation of the escalation queue by working closely with business subject matter experts and executives
-  Creation of Human Resources processes such as performance management 
- Competency modeling for specific organizational roles
- Lead recruitment efforts for operational roles

Talent, Learning and Development/Customer Service at CashApp

Emory University

Created and piloted Diversity, Equity, Inclusion and Belonging course for Emory University Center for Continuing Education.

Author

LiveVox

With over 20 years of cloud contact center expertise, LiveVox helps clients maximize their potential in an ever-changing business environment with a single view of the customer while also using battle-tested risk mitigation and security tools.

- Built and advanced global Talent Management and Development Lifecycle Strategy, strengthening an inclusive learning culture and balancing corporate objectives with domain business and people priorities
- Led corporate reinvestment strategy with over 80% participation in ERG’s and over $20K in community reinvestment
-Developed the strategy and implemented processes to assess and address current and future gaps in employee, management and leadership capabilities based on short- and long-term business needs
- Led team of HR business partners in strategic and global duties for over 500 employees 
- Partnered with leaders to uncover opportunities and deploy strategic talent plans that fuel organizational success from recruiting profiles through development 
- Programmatically, identified and provided tools and programs to develop internal talent pipelines through training, learning opportunities and career experiences
- Partnered with cross functional leadership to design strategic curriculum plans, effective change management strategies & effective delivery methods and executed with focus and rigor to deliver results
- Assessed, selected and managed external vendors including Learning Management System (LMS), Cornerstone on Demand, and Pluralsight training platforms
- Managed talent reporting and analytics; effectively presented data and recommendations to company leadership
- Designed and deployed annual employee engagement survey to global population and provide analysis and insights for results

Senior Director of Talent, Learning and Organizational Development

Priceline.com

Priceline provides travelers smart and easy ways to save on hotel rooms, airline tickets, rental cars, vacation packages and cruises. With access to over 600,000 properties of all types, consumers can find accommodations with a Best Price Guarantee as well as free cancellations and pay-at-arrival. Priceline's Express Deals® offers exclusive savings without bidding.

- Developed and implemented a strategic vision for the Customer Care Learning and Development organization
- Led, managed, and developed a team dedicated to improving employee engagement, work culture for over 2,500 contact center agents and supporting the learning and development philosophy
- Owned all of Customer Care training and curriculum, and quality teams locally, remotely, and through outsourced partnerships
- Drove Customer Care agent process improvements for better service and efficiency
- Developed new, innovative ways to incorporate learning for Customer Care agents
- Worked with business partners globally to ensure the recruiting, training, and on-boarding of the right
candidates for contact centers.
- Introduced oversight for all Customer Care incentive and recognition programs

Senior Director, Learning and Development and Quality Assurance

The world's leading building materials business. 
We manufacture and distribute a diverse range of superior building materials, products and solutions, which are used extensively in construction projects of all sizes, all across the world.

- Independent Consultant working with Fortune 500 companies in the areas of Project Management (Microsoft Project), Talent Management, Change Management, Communications and Training
- Identified and implemented eight learning modes (i.e., classroom, online, on-the-job, social media) as vehicles for accessing information and sharing knowledge across the organization
- Design, development and deployment of four modules for Regulatory, Compliance and Ethics division of CRH
- Managed $3 million budget resulting in 98% completion rate of modules
- Deployed modules to over 50,000 employees globally in 23 countries
Translated four modules into 21 languages for deployment

Talent Management Consultant/Instructional Design Project Manager

CRH Americas

One business, many companies. For over 40 years, our businesses have contributed to some of North America’s biggest projects. You may know us by many names - from Belgard and Sakrete to Preferred Materials or Staker Parson Materials & Construction, just to name a few - but together, we are all CRH.

•	Develop, implement and evaluate a comprehensive learning strategy and road map for the enterprise that promotes continuous learning and aligns with the business strategy
•	Partner with the Talent Management/HR/Training staff across the organization to identify enterprise learning needs
•	Identify and implement multiple learning modes (i.e., classroom, online, on-the-job, social media) as vehicles for accessing information and sharing knowledge across the organization
•	Partner with Talent Management/HRIS team to maximize the use of the LMS to promote effectiveness and efficiency of learning for Oldcastle
•	Analyze, design, develop and/or partner with vendors to support training
•	Responsible for the quality, evaluation and reporting of training programs
•	Maintain knowledge and incorporate best practices in the design, development and evaluation of training
•	Manage Learning Management System - Successfactors

Director of Learning and Talent Management

SunTrust Bank

Today, Truist Bank is among the top 10 largest banks in the U.S. Truist has a good basic checking account but its savings rates are generally low, and some fees, including overdraft fees, are high and hard to avoid.

- Led Business Learning Strategist for all Consumer teammates including retail branches, Private Wealth Management, Channel Operations, Credit Card and Consumer Lending.
- Led Business Learning Strategist for Consumer line of business
- Practice leader for Assessment, Measurement and Evaluation
- Creation and execution of 2013 training plan and curriculum for new Retail sales strategy
- Oversight of $13M maintenance/portfolio training budget for Consumer line of business 
- Successfully designed and executed multiple learning initiatives including 2012 Fiduciary 
Conference, Performance Leadership Summit and new retail sales strategy
- Contributed to 2012/2013 STI reduction in efficiency ratio from 71% to 67% through leveraging best-in-class learning solutions, vendor management and contract negotiation
- Created strategic partnerships within Human Resources with Change Management and 
Communications to maximize efficiencies in project planning and deployment

First Vice-President, Business Learning Strategist

Coca-Cola Refreshments

Coca-Cola Refreshments USA, LLC manufactures beverages. The Company specialzies in soft drink bottling and distribution. Coca-Cola Refreshments USA serves customers worldwide 

Director, Strategy Execution, Operations and Customer Care, Learning and Development

- Senior Learning partner for strategy execution across all of CCR including New Hire Orientation and North American Business Integration projects
- Manage operations and all external vendor/procurement relationships for Talent Management and Organizational Effectiveness Center of Excellence against $5M budget
Manage learning management system for all of CCR and project integration of Coca-Cola North America employees (5,000)
- Create and executed the diversity strategy for CCR and co-chaired the planning and execution of key diversity program and events

Director of Talent Management

Human Resources Partner| Organizational Effectiveness and Design Strategist| Learning and Development expert| DEIB Advocate and HR Transformation Practitioner

At Coca-Cola Beverages Florida, my focus as a Talent Leader centers on advancing people initiatives. My recent achievements include leading a global team to create a comprehensive learning strategy, which resulted in a notable reduction in content creation costs and revamping the talent practice of a multibillion dollar organization.

Previously at CashApp, I enabled significant operational changes that bolstered efficiency, saving the company $3.2M annually. My expertise in workshop facilitation and analytical skills underpin my success in talent management, positioning me as a strategic asset in human resources development and organizational effectiveness.

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