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Work experience


Executive Business Partner/Consultant, Learning, Performance & O/E

Sears Holdings Corp

Develop and implement learning, performance, and organizational effectiveness solutions supporting 26,000 employees in Operations, Field Services, Logistics, and Supply Chain operations.•    2012 President's Award recipient for outstanding breakthrough performance in architecting and implementing a sustainable large-scale on-boarding and skill development solution supporting 8000 widely distributed service associates.•    Developed and implemented a solution that resulted in 45%+ increase in field sales for the consumer electronics service team.•    Presently leading a project to develop a Leadership Learning Academy serving roughly 1000 widely distributed mid-level leaders.


Vice President, Talent Development & Business Transformation

Pendum LLC

Formulated and executed the organizational learning plan; implemented performance improvement strategies for efficiencies in field operations, technical training, and support operations; managed Pendum Technology/Training Center (PTC) operations.•   Developed a strategy for increasing Pendum’s employee development capacity by 10x at an annual cost of less than one full-time corporate trainer by leveraging learning technology solutions.•   Resolved bottleneck issues in technical training that resulted in immediate 197% improvement in training velocity.•   Designed the Pendum Technology Center (PTC), a state-of-the-art Operations and Training Command Center.•   Conceived and executed a turn-around strategy for a failing Technical Support operation that yielded:    •        85% improvement in “Time-To-Answer.”    •        225% increase in number of calls answered.    •        22% reduction in unnecessary service calls.•   Contributed directly to closing over $25M in new business.•   Developed a marketable ATM service standardization process for streamlining service practices and differentiating Pendum from its competition:  The Pendum MethodSM.


Director, Training and Customer Service


Managed corporate learning, technical skill, and customer education programs; planned and executed strategies for performance improvement in customer service and field operations.• Developed and implemented a new product education program that doubled customer product support capabilities.• Implemented new tools and processes for the centralized management of service related operations that increased visibility to service issues by greater than 300% and increased on-time problem resolution by 125% at no additional cost to the company.• Decreased service response time 50%.


Director, Technical Learning Programs & O/E

WMS Gaming

Developed, implemented, and managed Slot Machine University e-learning business; managed product related technical training, customer education, and product support center operations; developed and implemented customer service and field operations performance improvement initiatives.• Chief architect and project manager for the development and launch of a successful multi-million dollar revenue generating e-learning business.• Developed the first academically (IACET) accredited technical skill development and certification program for technicians in the gaming industry.• Manager of the Quarter, April-June, 2007 – Manager of the Year candidate, 2007.• Helped redesign manufacturing production lines and implement Lean Manufacturing principles across shop floor resulting in 65% increase in production capacity while reducing inventory from $120M to $80M at no additional cost to the company.• Led a continuous improvement team to resolving a major product defect that ultimately reduced production cost, increased customer satisfaction, decreased service cost, and saved a $100M customer account.


Director, Learning & Organizational Development

WMS Gaming

Developed and implemented corporate learning and talent development solutions; increased operational efficiency, and promoted effective interaction across the organization; facilitated organizational change; oversaw organizational learning initiatives, product-related technical training operations, and customer education; consulted with company managers on performance management issues; assessed ongoing training and development needs; administered organizational learning budgets; managed outsourcing of the training function as needed.• Implemented a product education program recognized as “Best in Class” supporting over $400M in new sales.• Conceived, developed, and implemented company’s first corporate learning operation, WMS University (WMSU).• Designed and implemented a self-guided interactive new employee job orientation program (LE2) resulting in a 50% reduction in learning curve to job proficiency saving the company an estimated $2M - $3M annually.• Designed and implemented an organization-wide performance management system aligning business initiatives and individual performance goals that contributed to doubling output in product design, manufacturing, and sales.• Managed implementation of the Oracle Learning Management System (LMS).• Developed and implemented the WMS Leadership Institute for the development of leadership talent.• Received the 2004 WMS Gaming “Above and Beyond” award, given to top performing 1% of WMS employees.


Senior Corporate Learning Specialist - Business Development

Apropos Technology (Enghouse Interactive)

Consulted with sales team to develop and implement custom learning solutions based on client needs utilizing a combination of distance learning and classroom methods for deployment.• Developed and delivered training to C-level business partners and regional sales managers on Apropos contact center management solutions, industry best practices, and effective use of performance metrics supporting over $100M in annual sales.• Delivered user-training to high profile international clients on the Apropos contact center software solution.


Manager, Learning & O/E

Educational Testing Service

Assessed business development needs; conducted performance gap analysis; implemented operations process improvement initiatives; acted as internal consultant to executive management; forecasted and tracked training; managed a team of staff training consultants.• Reduced labor costs 15%, while stabilizing service center workforce by implementing business improvements which also increased customer satisfaction 20%.• Coordinated and implemented comprehensive job-skills development program for 1100 employee operations division.• Designed and implemented proprietary support center performance measurement and feedback system ultimately resulting in a 30%+ improvement in call center agent performance and salvaging over $200M in at-risk business partnerships.


Director, Training & Organizational Development


Developed and executed organizational learning plan; oversaw team of staff trainers; conducted task analysis and needs assessment; implemented field service training and performance improvement solutions; administered training budget process; acted as internal consultant to general management.• Coordinated / designed / delivered performance improvement training for workflow redesign which contributed to an 85% improvement in customer service center operations.• Implemented comprehensive leadership development program.• Designed and built a state-of-the-art "hands-on" technical training facility that doubled trainee skill application capabilities, decreased safety risks, reduced training time by 25%, and increased basic service competency by 50%.


Training Manager


Planned business transformation strategies; implemented processes for forecasting / budgeting / scheduling / designing / delivering learning-based performance improvement solutions.• Developed and launched the first fully independent regional training department operation for customer service, field service, and sales.• Promoted to first operations-level Director of Training and Organizational Development in company history.• Contributed to multi-faceted business improvement initiative that resulted in defeating a unionization effort and assuming a dominant market position over major telecom competition.


Training Specialist


Trained technical and non-technical employees in basic broadband system operation; provided customer service and sales training.• Built regional service and sales training operation from ground-up.• Received two company “Pride in Performance” awards for superior performance.



Performance Consulting
Building Learning Operations
Technical Training
Soft Skills Training
Organizational Development
Executive Consulting
Change Management
Service Operations
Contact Center Operations
Strategic Planning
Budgetary Planning
Talent Development
LMS Implementation
Learning Management
Lean Sigma
Process Improvement
Needs Analysis
Instructional Systems Design
Leadership Development
Performance Improvement


Stella Kopelman-Cannon

Tim Hairston

Michael Komenda

Ken Lochiatto

Jay Kirksey

Brad Browder

Jim Campbell

Personal Commentary

The sections that follow in this visual resume include Work Product, Professional Development, and Other Awards.  These sections are not all inclusive, and represent only a glimpse into my career where documentation and images could be obtained for this visual resume, and where the work product or information was not confidential and/or proprietary.  The information contained in the following sections is an attempt to show readers a "thumbnail" snapshot including a few samples of my progressive education/training, recognition, and work product dating back to the earliest part of my career in Learning and Development.  Feel free to read-on, and do not hesitate to contact me for more information.

Top Awards

My Linked-In Profile



Highly accomplished Talent Development/Learning and Development executive leader and business partner with primary expertise in architecting and implementing sustainable Performance and Learning solutions for Fortune 1000 companies. I offer a unique combination of discipline, skills and experience that give me a progressive approach to analyzing learning and organizational development needs and creating effective solutions in environments where more traditional "training" solutions have failed to deliver desired results. By combining my experience as a Department of Defense Board Certified Master Training Specialist with education, training, and experience in leading corporate learning and organizational effectiveness operations, Lean Systems and LeanSigma, Covey 4Dx (4 Disciplines of Execution), leadership development, and a high degree of business acumen, I have been successful in developing a history of solving complex workforce performance and learning problems for organizations in multiple industries. Key Successes Learning/Training and Development Solutions In: • Service Skill Development • Professional Skill Certification • E-Learning o As an efficient and cost effective organizational learning and skill development medium o As a highly profitable revenue stream • Trainer Skill Development (Train-The-Trainer) • Company Culture and Job Role Orientation • Building and Managing Corporate and Operations-Level Learning/Training Functions Organizational Development Solutions In: • Performance Management • Cultural Transformation • Change Management • Process Improvement • Leadership Development • Team Building • Workforce Planning and Optimization • Executive Coaching • On-boarding Talent Turn-Arounds and Operational Performance Improvement Interventions In: • Field Sales • Service Operations • Technical Support Operations • Contact Center Management • Manufacturing Process

Work Product

Professional Development

Slot Machine University

My Behavioral Style

Other Awards


Performance Consulting

Exemplary Performance - Gaines, Robinson

Master Facilitator - Building a Culture of Accountability

Partners In Leadership

Certified Covey 4Dx Coach

Franklin Covey

Certified Facilitator of Customer Relations Skills and Strategies

Achieve Global/Kaset

Certified Instructor/Facilitator of Adult Learning

Department of Defense

Certified Targeted Selection Administrator - DDI

Development Dimensions International

Certified Facilitator of Leadership Programs - DDI

Development Dimensions International

Certified Training Manager/Director

Langevin Learning Services

Master Training Specialist

Department of Defense