PROFESSIONAL SUMMARY
Innovative learning and development leader with 20+ years of experience designing, implementing, and evaluating high-impact learning solutions. Proven record of leading transformational learning initiatives, building high-performing teams, and leveraging data to drive measurable results across enterprise-wide programs.
AREAS OF EXPERTISE
- Learning Strategy & Vision
- Learning Technology Implementation
- Multi-modal Learning Experience Design
- Learning Measurement & Analytics
- Adult Learning Theory & Application
- Training Program Design & Development
- Change Management & Learning Adoption
- Leading High-Performing L&D Teams
- Data-Driven Decision Making
- Continuous Process Improvement
- LEAN Certified Leadership
- Business Intelligence Integration
- Cross-Functional Partnership Building
SKILLS
Learning Strategy, Learning Technology Implementation, Multi-modal Learning Experience Design, Learning Measurement AND Analytics, Adult Learning Theory and Application, Training Program Design and Development, Change Management and Learning Adoption, Leading High-Performing L&D Teams, Data-Driven Decision Making, Continuous Process Improvement, LEAN Methodology, Leadership, Business Intelligence Integration, Cross-Functional Partnership Building
LEARNING TECHNOLOGY EXPERTISE
Learning Management Systems (Cornerstone, KMSI, custom platforms)
Content Authoring (Adobe Captivate, Articulate Storyline, Camtasia, RISE)
Business Intelligence Tools
Learning Analytics Platforms
Virtual Classroom Technologies
Video Production and Multimedia Development
LEARNING AND DEVELOPMENT WORK EXPERIENCE
Organization Effectiveness Lead – Humana, Inc. 2013 – 2021
Strategic leader of learning and development initiatives supporting 90,000+ retail Medicare sales agents with critical, government-mandated training programs.
Learning Leadership & Strategy:
- Led the comprehensive redesign and implementation of initial certification and recertification training programs for 50,000+ agents, achieving external agent “best in class” ratings for plan years 2018 and 2019
- Orchestrated a complete transformation of Career Field agent onboarding and certification training, successfully onboarding 700+ agents with consistently high-quality ratings that exceeded business expectations
- Provided strategic direction for the Learning Technology design and development team (2014-2017), ensuring access to cutting-edge eLearning tools and technologies
- Led major change initiatives following Kotter’s eight-step process, transitioning the organization to an online-only agent certification option, impacting 50,000+ learners
Learning Technology & Innovation:
- Planned, designed, and implemented the most comprehensive overhaul of the HMU Learning Management System user interface in the department’s history, dramatically reducing agent complaints
- Achieved $69,000 monthly cost avoidance through the implementation of the HMU Single Sign-on Direct Link process, reducing content access steps from 8 to 2
- Captured $78,000 annual cost avoidance by completely redesigning the AHIP training score transfer to HMU, virtually eliminating process-driven issues
- Reduced Agent Support Unit escalated tickets by 40% through continuous quality improvement initiatives
Learning Measurement & Impact:
- Conducted comprehensive learning evaluations up to Kirkpatrick Level 4, consulting with developers to strengthen designs and improve outcomes
- Completed ROI, regression analysis demonstrating the positive impact of webinar attendance on sales production
- Led complete restructuring of the department’s data analysis and metrics strategy, implementing Power BI dashboards and developing a dedicated data mart for learning analytics
- Applied LEAN methodologies to learning processes, identifying and eliminating waste while enhancing learner experience
Instructional Designer/eLearning Technologist – Population Services International (PSI) 2012 – 2013
- Designed and developed a highly interactive, multilingual eLearning module for the new employee onboarding program using Adobe Captivate
- Created a comprehensive asynchronous eLearning program supporting leadership development initiatives using Articulate Storyline
- Provided learning management system support and troubleshooting for global learning programs
Instructional Technologist – Humana, Inc. 2007 -2013
- Developed innovative performance support solutions, including curricula, learning materials, and advanced branching scenario simulations for an 8,000-person call center
- Applied DACUM methodology to conduct thorough job and task analyses with SMEs to identify knowledge gaps and develop targeted training programs
- Conducted data analysis of the learning library to identify underperforming courses and provide improvement strategies
- Managed multiple learning development projects from initiation to evaluation, including charter documentation, work plans, and communication processes
Director of Operations – The Learning House, Inc. 2004 – 2006
- Designed and developed a highly interactive, multilingual eLearning module for the new employee onboarding program using Adobe Captivate
- Created a comprehensive asynchronous eLearning program supporting leadership development initiatives using Articulate Storyline
- Provided learning management system support and troubleshooting for global learning programs
Program Coordinator, Distance Learning Library Services – University of Louisville 1999 – 2000
- Supported the library needs of online learners across the globe
- Ensured online/distance learners had comparable access to library services
- Worked with faculty to translate in-class materials to an online format
- Promoted online course delivery with faculty
- Provided technical and pedagogical support to students and faculty
EDUCATION
MBA, University of Illinois
MA, Education, University of Iowa
BA, History, Southern Illinois University
CERTIFICATIONS
- Learning Experience Design Certification (LSU)
- SAFe Agile Product Owner and Management Certification
- SAFe Agile 6.0 Practitioner Certification
- Data Steward Certification
- Strategic Leadership & Management Specialization
- Managerial Economics & Business Analysis Specialization
- Power BI Champion
- LEAN Certification