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Work experience

Oct 2008Nov 2009

Learning and Development Consultant

LINKAMERICA CORPORATION, Tulsa, Oklahoma · Oct 2008 – Nov 2009

A ‘Best In Class’ national transportation provider established in 1996. LinkAmerica’s Tulsa corporate headquarters employs 750 employees and operates 1100 trucks through eight regional terminals nationwide.

Learning and Development Consultant

Designed and executed a comprehensive national training program incorporating the ADDIE model learning theory. Program included analysis, design, documentation, job aids, soft skills, sales modules, learning checks, process improvements, and a rewards system. Totally revised and updated documentation for the corporate in-house web based application by doing side by side analysis. Researched and promoted new approaches to learning and development. Established certification of individuals completing skills training for performance reviews.

·Initiated yearly refresher courses and Learning Checks for current employees and reduced errors from 56% to 6%.

·Increased job task efficiency by 110% by doing one-on-one training and side by side evaluations.

·Recommended bringing Wellness program and corporate website maintenance in-house saving $24,000.

·Tackled a major staff morale problem by meeting individually with 30% of employees and deploying Open Door suggestion program. Program was well received and employee satisfaction rose by 50%.

·Designed multi-level training plans for a future “LinkAmerica University” that included addressing growth, learning gaps, self assessments, job descriptions, coaching, benchmarks, and trends meant to increase forecasting ability and lower training and retention costs.

May 2008Jul 2008

ISD / Training Consultant

Direct Energy

DIRECT ENERGY, Irving, Texas · May 2008 – Jul 2008

North America’s leading integrated energy company with over 5 million customers in the US and Canada and a revenue of around $34 billion per year. A member of the Centrica group of companies.

Instructional Designer / Training Consultant

Partnered with global management teams in Scotland, England, Canada and India to identify training needs based on projected increase of 1000 agent call center and back office production needs.Developed customized curriculum addressing client requirements. Fostered organizational reform for future training plans.Analyzed results and provided feedback to management on effectiveness of curriculum and delivery.

·Trained 175 current employees and 5 client trainers in 7 days on the updates of a utility application called Peace 8.

·Decreased development time by 25% by using documentation templates and Sharepoint libraries.

·Increased knowledge retention by 42% by using visual presentations, activities, learning checks and refreshers.

Mar 2005Dec 2007

Instructional Systems Developer

First Data Corporation

FIRST DATA CORPORATION, Tulsa, Oklahoma · Mar 2005 - Dec 2007

Fortune 500 company with 27K employees world-wide and a revenue of $8.8 billion. First Data provides payment processing and card services to the world’s largest financial service providers such as Western Union, Chase, Shell, Capital One, GE, Wal-Mart, Sothebys, and Goldman Sachs.

Instructional Systems Developer

Responsible for all corporate training policies, objectives, and metrics in an effort build an appropriate training organization to support 12 global call center sites and 7 data sites. Maintained 51 online client reference guides and all training materials using Front Page and Contribute applications. Forged advantageous relationship with new vendor in Mexico to incorporate 2 new call centers. Maintained “one-call” relationship with all account managers and clients. Familiarized clients with all new training processes and material changes. Led Skills Clinic with 12 global sites to share best practices on training methods.

·Led initiative to retain high performers at 97% by allowing them to lead skills clinics.

·Broke corporate record by launching 20 new products, de-converting 7 and migrating 7 to other sites in 1 year.

·Formulated cost-saving strategies of templates, high risk procedures, and first-call resolution enabling 25% faster response time to client needs.

·Reduced handle time by 20% for CSRs in Mexico by providing visual refreshers and job aids.

·Designed an action plan to address agent skill or knowledge deficiencies that affected quality training plans.

·Identified 76 processes needing improvement by reviewing escalations.

·Boosted revenue for Tulsa by successfully completing all 2007 approved migrations and new product launches.

·Partnered with 12 global sites to incorporate Tulsa call center “Home Page” for links to various product reference guides versus numerous desktop icons into their center and increasing call handle time by 20%.

Oct 2001Dec 2004

Business Analyst

Alliance Data Systems

ALLIANCE DATA SYSTEMS, INC., Tulsa, Oklahoma · Oct 2001 – Dec 2004

According to CNN Money, Alliance Data Systems is one of the 100 fastest-growing tech firms. ADS is a global provider of card services, loyalty and marketing solutions, payment processing and business process outsourcing, serving retail, petroleum, utility, financial services and hospitality markets with 9K employees.

Business Analyst for Production Support

Established new hire training manuals for a 1000 agent call center in Dallas, TX. Maintained all EDI data flows that included change control documentation. Assisted in development of corporate learning activities and monthly newsletter. Maintained EDI documentation libraries assigned by TX SET and ERCOT.

·Executed automation of 22 production support tasks in 6 months using Control-M application.

·Supported 328 job activities and documentation in a UNIX and NT environment.

·Standardized training documentation by developing templates which saved 50% of the documentation time.

·Assisted in closing a 400 agent call center in Miami, Florida and training 1K+ agents in new call center in Dallas, Texas, 1 month under schedule.

EDI Market Analyst

Participated in the deregulation of the Texas electric utilities market by maintaining all EDI documentation utilized by programmers and management and attending monthly EDI meetings with the Public Utility Commission (PUC) at Electric Reliability Council of Texas (ERCOT) in Austin, TX to determine regional changes to data flow and market issues.

·Challenged by original application being dramatically customized, successful launches of 3 new EDI versions with New Zealand vendor (Peace) was achieved in 1 year.

·Member of the TX SET involved in various sub-committees and task forces under TX SET directives which allowed 10% faster turn-around time in development.

·Set course development for call center training by reviewing 100% of the escalations and updating training documentation towards one call resolution.

·Developed close interaction with vendor to stay on top of all EDI data issues resulting in continuous 8 year relationship.

Apr 1999Oct 2001

Staff Specialist V/ Trainer / Tech Writer

WORLDCOM, INC., Tulsa, Oklahoma · May 1999 – Oct 2001

U.S. based telecommunication company, once considered the 2nd largest long distance company in the nation with a revenue of over $30 billion and utilizing 75K employees.

Staff Specialist V

Determined appropriate training plans for clients. Assisted management in the identification and prioritization of training needs. Developed curriculum and associated aids for courses, in a variety of subjects to comply with regulatory requirements. Educated clients on any regulatory changes that would affect their customers.

·Led 2 successfully completed, on-time projects - Electronic Trouble Management System and Trouble Ticket Management Interface.Both projects encompassed teams of 12 cross-functional employees.

·Trained thousands of virtual clients on the benefits of WorldCom’s EDI application. Since changes were a daily occurrence, client training was done virtually to speed up save travel time.

·Led team of 20 cross-divisional employees in development of a Web EDI application for major businesses to send large volume EDI data to WorldCom.Project was later shelved due to marketing constraints.

·Worked with Ohio vendor for 6 months in developing quality assurance guidelines for 100% of EDI development.


Accomplished, award winning corporate learning officer, with more than 21 years of experience executing numerous large-scale, technically complex training programs and developing business process improvements for nationally renowned corporations. Effective at leading cross-functional teams, meeting organizational visions, and implementing successful learning plans. Proven ability to successfully analyze an organization's critical business requirements, identify learning deficiencies, potential opportunities, and develop creative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving employee offerings. Expert knowledge encompasses utilities, financial services, telecommunications, and transportation industries.Key strengths include:

Curriculum Design · Technical Writing · System Documentation · Soft Skills Training · Sales Strategies · Resource Management · Project Management · Organizational Development · Needs Assessment · Forecasting


I love my work! In addition to working directly with my clients, I spend lots of time educating anyone who will listen as to the wonderful benefits of a corporate training program. To balance the work, I do manage to take some time off occassionally. My passion is travel, and I derive almost as much enjoyment from planning and organizing it as actually going somewhere.

I enjoy the experience of traveling - I am unaccountably happy at airports, on trains, in subways, and walking down the streets of a new city. I take my trusty camera everywhere I go so I have some exciting and gorgeous travel photos that will some day be in a book if I can sit still long enough to put it together. <smile>

I constantly have a book with me and at times I can be found reading 4 books at a time depending on where I am at. I read everything.


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