Performance Development Group

Trusted Learning & Development Advisor bringing innovative, performance-driven solutions to generate high-impact business results for every client.

Account Director

Chewy

Director of Learning and Development

Conduent (formally Xerox Corporation)

Responsible for leading, growing and managing the overall service delivery for multiple global Learning & Development Outsourcing accounts by directly managing revenue & profit growth for over $30+ million in client contracts. 
* Serves as the Global Service Delivery Director for multiple Learning Outsourcing Accounts (worth $16 million in annual recurring revenue) with responsibility for assessing client needs, partnering with clients to define learning strategy, managing global learning project implementation, P&L oversight and ensuring 99%+ achievement in overall service performance results. Accounts include The Boeing Company, PNC Bank, Hertz Corp., Microsoft, Atos & Apple Inc.
* Manages over 110+ learning professionals worldwide to deliver content design/development, learning administration, instructor delivery, learning technology, change management and learning strategy services with an 80%+ retention rate.
* Leads large scale learning outsourcing client engagements from implementation to managing high performing services with key emphasis on delivering quality service levels (99%+), client engagement, risk management, issue resolution and achieving overall client satisfaction.
* Successfully led the modeling, scoping, pricing, solution development to renew two large multi-year Learning contracts worth $35 million in revenue.
* Led the implementation of global learning technology platforms and standardized learning processes, resulting in enterprise-wide business process consistency and 25% in labor cost reduction. 
* Pioneered the standardization of processes in multiple global centers of excellence, leading to cross-center collaboration and significant increase in manager and staff competencies (e.g., Learning Strategy, Curriculum Assessment, Design & Development, and Instructor Delivery).
* Mentor / Onboard new client Delivery Directors to strategically lead and grow their accounts and achieving account expansion by 10%+ annually.

Senior Global Delivery Director, Learning & Development Services

Xerox

* Successfully implemented leadership development, sales / sales management, and associate onboarding curriculums globally for a Fortune 500 transportation company across 40,000 employees, yielding 18% increase in new hire retention and 11% increase in year over year commercial sales results.
* Supported the pursuit, closing and day to day operational / P&L management of a $40 million, multi-year global Learning outsourced account for a Fortune 100 customer centric global organization; activities included sourcing and leading a global team of 74+ employees, managing the day to day client relationship and delivery of worldwide services that included learning strategy, global governance and change management, curriculum/content design and development, learning administration, instructor delivery, global technology implementation and vendor management within a shared services environment.
* Pioneered the development of a Strategic Assessment Methodology used to identify client learning needs, learning competencies, opportunities for improvement and cost efficiencies in a managed service environment; utilized to support the due diligence and solutioning process for clients.

Global Delivery Director, Learning & Development Services

Limited Brands Inc., Victoria's Secret Division

Responsible for pioneering a customer centric Learning & Development Strategy to directly impact sales & profit growth for a $4 billion organization with 1,200 locations and 50,000+ Leaders and Associates.

* Developed and implemented a Brand Learning & Development architecture that expanded the educational focus from product-based to a sales/customer experience behavior-based approach to enable growth in sales & profit across all stores.
* Achieved 10%+ increase in product launch results after partnering with business unit stakeholders to implement a launch performance improvement strategy (e.g., sales training, incentives, goals/measurements, leadership support strategy, and learning sustainment process).
* Conducted skill gap performance-based needs assessments to shape the curriculum strategy for the National District & Store Manager Brand Conferences, impacting 1,300+ field leaders.
* Collaborated with field and cross-functional leadership (e.g., SVP Stores, Divisional VPs, Regional Sales Managers) to integrate best practices in the design of critical operational initiatives (e.g., Management On-Boarding, Leadership Development, Customer Experience Culture Initiative).
* Successfully mentored a team of highly skilled Directors, Managers, Instructional and Graphic Designers to elevate professional skills resulting in the creation of holistic performance improvement solutions; managed a $4M annual budget to support learning initiatives.

Senior Director of Learning & Talent Development	

Signet

Responsible for leading the Training & Development team to assess, develop and implement performance management initiatives to directly impact sales & profit growth for a $2.5 billion organization across 1,300 locations and 16,000 Associates.

*Championed a comprehensive blended e-learning strategy, including ROI analysis, selection of Learning Management System, and development of in-house and vendor supported programs; successfully achieved 35% sales improvement in targeted areas.
*Implemented company-wide Customer Experience Initiative resulting in 65% reduction in customer complaints; 10% increase in loyalty scores.
*Successfully tripled the growth of the T&D department over four years by redesigning the organizational structure, conducting compensation analysis, and developing functional competencies (e.g., needs analysis, instructional design, facilitation, performance consulting, project management and evaluation) to measure improvement of organizational results.
*Directed the highly interactive execution of five annual Leadership Conferences for more than 1,500 leaders, resulting in year over year improvement in 4th quarter results.
*Directed the development of 25+ annual customized leadership schools for over 700 Managers and District Managers to enhance Sales Development, Operations, and Performance Management Skills; achieved multi-million dollar ROI results for core initiatives.
*Pioneered the design of Associate and Management Training Systems, competencies and career paths to impact over 16,000 employees; resulted in increased retention, reduction in hiring costs and improved speed to readiness.
*Successfully partnered with key stakeholders of Sterling’s three Field Divisions to assess their performance needs and recommend learning interventions to ignite each division’s sales/profit results.
*Selected by executive leadership to spearhead a culture initiative to engage all field and home office Associates on the company’s vision & mission statement.

Director of Training & Development

Accenture

Responsible for the implementation of a change management strategy for a large systems implementation (SAP) for a global manufacturing company.

*Collaborated with a newly merged global manufacturing company to develop and implement change management and communication interventions to increase business readiness for a business systems conversion (for 3,000+ internal users).
*Conducted needs assessments, developed and implemented learning solutions globally in both US and European sites.
*Partnered with client teams to assess role development, organizational alignment and work flow processes to maximize change effectiveness.
*Crafted a company-wide video based branding initiative to increase employee awareness and buy-in of new business processes.

Senior Human Performance Consultant

AmTrust Bank

Responsible for managing the Learning & Performance team for a $15 billion nationwide financial institution, servicing multiple internal client groups and 3,000 employees to directly impact customer service and sales results.

*Named as Ohio Savings Bank Training Officer in 1998 by Senior Management.
*Partnered with internal client groups, Retail Banking, Call Centers & Mortgage Banking to implement training and non-training solutions to exceed business goals and performance objectives, (e.g., learning strategies, departmental standards, competency modeling, performance management processes, incentive programs and team communication plans).
*Recruited, hired and led a team of (7) Learning Specialists to design and facilitate critical learning programs to exceed bank goals (e.g., Sales Management & Coaching, Sales & Customer Service, Leadership Development, Call Center Quality, Technical Training, etc.).
*Championed the development of a bank-wide sales culture learning initiative; increased profits 30%-40% in multiple areas of the bank (e.g., Retail Banking, Mortgage Banking & Retail Call Center).
*Managed the change management & learning solutions for two large bank-wide systems infrastructure projects, impacting 500+ employees.
*Recognized as a leader in developing Learning Specialists using a formalized instructional design process, needs analysis, project management, performance consulting, and multi-level ROI evaluation.

Learning & Performance Manager

Dynamic, results-oriented Global Learning & Organizational Development Leader who serves as a strategic partner to senior management to align business strategy and human capital goals to drive growth and profitability in competitive environments. A visionary with 25+ years of cross-industry leadership expertise in global learning and leadership development, talent management, client relationship building, strategic planning and building human capability across all levels of the organization. Recognized as an innovative, passionate professional with exceptional leadership and influencing capability, communication and facilitation skills. Combines cross-functional expertise in:
▪ Large Scale Global Learning & Development Execution
▪ Global Learning Strategy & Performance Improvement Consulting
▪ Internal & External Client Relationship Development
▪ Learning Outsourcing Engagements and Account Expansion
▪ Innovative Design, Development and Measurement Projects
▪ Global Governance/ Change Management / Business Readiness
▪ Budget Forecasting / P&L Management
▪ Learning Infrastructure, Technology & Process Improvement
▪ Team Development / Coaching / Leadership Development


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