Melissa Lanier

  • Phoenix US-AZ
Melissa Lanier

Work History

Work History
2008 - Present

Director of Learning and Development

http://www.insight.com

Insight Enterprises, Inc. (NSIT) provides information technology hardware, software, and services to more that 80% of the Global Fortune 500. The organization has over 5,300 employees and was ranked 484 on the 2009 'Fortune 500' list.

Leader of Learning and Development and Organizational Development for North America Business Unit with additional responsibility for global L&D strategy and budget.P&L responsibility for $3M annual budget.Second level manager with five direct reports and responsibility for a team of over 21 resources in multiple sites in the US and Canada.Managing teams engaged in new hire inside and field training, sales process and skills training, hardware/software product training, and management and leadership development.

Accomplishments:

  • Improved revenue in new hire telesales teams.Leader of a cross functional team charged with improving the performance of telesales agents in the first 12 months of tenure by defining a new strategy for the total management of that group and aligning people, process, technology to that strategy.Cut time to productivity from 18 months to 11 months.Individual sales rep revenue is currently 150% of goal while in training.
  • Improved operational efficiency in L&D. Developed strategic and operational plans for L&D to support business transformation and operational improvement.Reduced headcount expenses by 30% and vendor spend by 60% while improving the quality and relevance of learning events.
  • Driving measureable business results from Learning initiatives through the implementation of the Advantage Way Methodology.Tied Success Case methodology to total ROI methodology to determine training effectiveness.
  • Implemented change management methodology and process. Partnered with North American President and Sr. Executive Leadership team to drive program strategy and change management for large scale reengineering projects.
  • Partnered with Executive Sales Leadership to implement a new capabilities messaging training program for field sales teams.Currently working with Inside sales leadership to modify the program for tele-sales teams.
  • Currently leading global Executive Talent Review / Succession Planning and related executive development programs.
2002 - 2007

Director of Training and Development

http://www.convergys.com

Convergys (CVG) is a global leader in customer management, billing and HR services, consulting, and software solutions.The organization has 75,000 employees in 25 countries and was ranked 703 on the 2008 'Fortune 1000' list.

Director, HR Program Management Office, February 2006 – August 2007

Lead training efforts within global HR outsourcing – sales support/scoping/pricing, strategy/approach, project plan & budget, L&D deliverable execution.Combined budgets exceed $10MM. Second level manager with 4 direct reports and responsibility for a team of 30+ professionals delivering all aspects of the OD&T solution

Director, Training and Development, May 2003 – February 2006

Leader of Training and Development for HRO line of business.P&L responsibility for $7M – $12M annual budgets.Second level manager with eight direct reports and responsibility for a team of over 100 resources in NA, EMEA and APAC.

Sr. Training Manager, October 2002 –May 2003

Manager of Training and Development for contact center sites in US and Canada.Budget responsibility of $2M. Second level manager with 4 direct reports and responsibility for a team of 20.

Accomplishments:

  • Saved $10M over 2 years through the implementation of common curriculum and operational efficiencies.Led the design, development and delivery of a technology based core global curriculum for all HRO lines of business.Focused on key areas, including: functional, sales, leadership, customer service and culture.
  • Filled the leadership pipeline with 30% more “ready now” potential successors.Led the implementation of a talent management / succession planning program and related competency based leadership development program.
  • Strong global business partner with proven track record.Special assignment: Primary L&D leader assigned to support ramp-up of new site in Budapest, HU.
    • Developed and implemented OD and Learning and Talent Management strategy for the Budapest site in alignment with global best practices.Acted as L&D/OD advisor for EMEA Regional leadership.
    • Led the implementation of the end-to-end training program and custom online content solution for the first non-English speaking advisor team in the Budapest contact center supporting Italy, France and Poland.
  • Improved customer satisfaction scores an average of 15%. Partnered with Senior Operational Leadership to identify a new customer service model that could integrate with new call center monitoring technology.
  • Received 2005 President’s Peak Award (annual Executive-level award) in recognition of outstanding results in turnaround of training and development organization.
  • Renegotiated vendor contracts to save $75K per year.Developed long term partnerships with external vendors to improve leadership and customer service training offerings.Managed vendor selection and instructor/ Master instructor certification.
  • Key member of the offshoring team.Led the migration of existing programs and the implementation of new services in Bangalore, India.
2000 - 2002

Senior Human Performance Consultant

http://www.deloitte.com

Deloitte is an organization of professional services firms around the world, with 150,000 people world-wide and offices in nearly 140 countries.

Led the Organizational Change Management teams of up to 20 resources as part of large organizational change initiatives.Developed training strategies and managed the development of training materials, practice databases and assessments.Developed and implemented change management deliverables, including: communications plans, change readiness assessments, organizational impact assessments and executive messaging.

2000 - 2001

Project Consultant

Blue Cross and Shield of Florida

Blue Cross and Blue Shield of Florida is an industry leader in Health Care with more than 8,000 employees and over 8.6M members.

Project Consultant, 1999 – 2000

Project Analyst, 1997 – 1999 (Contractor)

Hired as consultant to design and develop communication materials and a training program for physicians and hospital staff in support of a new system and process that enabled claim entry and benefits confirmation on the provider site.Promoted into a permanent position managing the design and production of a series of national interactive educational broadcasts.

Education

Education

Learning and OD Executive

  • Successful track record in developing learning strategy and managing overall learning and development organization. Experience managing global budgets of up to 12M.
  • Broad professional experience, including big 4 Consulting, Program Management Office, Learning and Development, Organizational Development and HR, contact center operational quality and Learning Operations in a profit center environment
  • Experience leading large teams of over 100 staff members and managing people in US, Canada, France, Hungary, United Kingdom, India and China
  • Proven track record in deploying training in support of new, international business units. Ability to lead the design and delivery of learning solutions for multi-cultural, multi-national, multi-lingual environments
  • Demonstrated ability to lead change management efforts, including developing a case for change, change readiness assessment, stakeholder analysis, executive messaging, retention planning, organizational redesign and communication.
  • Experience developing both strategic and operational plans, leading annual strategic planning sessions and acting as a strategic planning coach to operational business leaders tasked with growing existing accounts.
  • Viewed as a valued business partner by C-level executives; reported to the CPO.
  • Focus on continuous improvement – Six Sigma Green belt certification.

Core Competencies

  • Talent management
  • Strategic thinking and planning
  • Leading strategy driven learning
  • Business acumen
  • Organizational collaboration
  • Leading organizational change
  • Learning technologies and systems acumen
  • Measuring processes and results

Recomendation

“I have had the great pleasure to work with Melissa within the People & Development Org. Melissa has brought a wealth of experience and true OD/L&D expertise to the team. She has the ability to quickly assess a situation and create custom client solutions. Melissa has the ability to provide objective professional feedback that allows for open reception of the information. Melissa is very detailed and process oriented which brings structure, ability for measurement and creating clarity. She is able to quickly adapt to rapidly changing environments and work wells at all levels (strategic, operational and tactical) - whatever is needed to get the job done. I enjoy working with Melissa as a peer and believe that she is a great asset to any team.” September 15, 2009

Jolene Hersch, SPHR , Director People & Development, Insight worked directly with Melissa at Insight

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Recomendation

“I have known Melissa for many years and can highly recommend her as a colleague and a professional. Melissa is a strategic, business focused, people oriented leader. She is clear in her vision, and is able to communicate business objectives precisely. She is a great team builder, encouraging and promoting a collegial and collaborative environment.” September 14, 2009

Iain McCallum, Sr Manager, Education and Training Solutions, Convergysreported to Melissa at Convergys

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Professional Affiliations

American Society of Training and Development (ASTD)

Scoiety of Human Resource Management (SHRM)

Certifications

Advantage Way Certification for HRD Professionals

I hold the Advantage Way Certification for HRD Professionals™, a unique training effectiveness methodology that ensures training creates measurable business impact. This scientifically robust methodology was developed by Robert O. Brinkerhoff, Ed.D., a world renowned authority on training effectiveness and evaluation. It is based on more than 30 years of research and practice, and has been proven with organizations that include American Express, Motorola, Boeing, Anheuser-Busch, Hewlett-Packard, EDS, QUALCOMM, and many others.

The certification covered the following:

  • High-impact conceptual framework for building organizational learning and business impact
  • Impact Map tools to increase and clarify business linkage, and help earn management support
  • Success Case Evaluation Method to measure business impact and ROI, and leverage successful applications of the learning

Information Mapping

I am certified in the Information Mapping Methodology.The Information Mapping method is a research-based approach to the analysis, organization, and visual presentation of information.

Community Involvement

Junior Achievement, Volunteer

Training

Recomendation

“I highly recommend Melissa Lanier as an exceptional leader and strategic planner. I worked directly for her at Convergys, during a critical period of transition in the business, and work culture. Melissa demonstrated the professional courage to identify what the Training area needed to competitively meet business needs, and aggressively sought out the right talent and structure to deliver it. More importantly, she consistently solicited, and used the input and insight of her team, and voice of her customer, to rapidly implement needed change. I would welcome the opportunity to work with or for Melissa Lanier again.” January 22, 2009

Kathleen Miller, SPHR, Senior Training Manager, Convergysreported to Melissa at Convergys

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References

References

Iain McCullum

Toni Weatherford

Will Colon