Jaime Beach

Experience

• 

  Lash Group

  Jun 2003 - now

  • Responsible for managing the selection, development and activities of the Instructional Designers and potentially other Learning & Performance workstreams, including performance evaluation, feedback, and coaching• Partners with organizational leadership to prioritize learning solutions and create a comprehensive design, development, and evaluation plan. Partners to drive a comprehensive plan for execution, including logistics• Uses data from the Learning Management System (LMS) and other data sources to ensure strong linkage of learning solutions to overall business initiatives and operational goals• Proactively identifies metrics and data elements that highlight progress against key indicators and goals, prepares reports, dashboards and scorecards and analyses with insights that drive decisions to help Lash Group improve its products and services• Oversees, prioritizes, and manages the learning solutions pipeline• Reviews, evaluates, and modifies existing and proposed programs; recommends appropriate modifications• Provides support, guidance, and quality review to all learning projects• Ensures learning content and associated documentation is kept current and relevant• Continuously seeks and supports new approaches, practices, and processes to improve the efficiency and effectiveness of the learning solutions offered• Plans the implementation and facilitation of activities, budget spending, material production, technology and software procurement and other resources to ensure that operations are managed within authorized budgets• Supports the execution and tracking of projects to ensure milestones are met and issues are addressed which includes proactively identifying any potential risk(s) and developing and implementing mitigation strategies Show less Responsible for all aspects of people management of an operations team, including coaching and development of front line associates, managing and driving performance, establishing performance goals and expectations, ensuring adherence to compliance requirements and client issue resolution. • Ensured operational effectiveness by providing day-to-day guidance to associates, monitoring program policies and procedures and ensuring adherence to quality expectations.• Conducted analysis of quality and performance reports for trends and making recommendations for process improvements where necessary.• Closely partnered with client contacts on day-to-day program performance, while identifying program issues and making recommendations on potential solutions.• Ensured compliance to program policies and procedures• Participated in quarterly program performance review meetings with client, focusing on key wins, areas of opportunity, and recommendations for future enhancements. Show less Partnered with programs across the organization to implement our quality methodology and framework, focusing on the accuracy of the Customer's Experience, operational performance of the programs, and adherence to the compliance standards by call monitoring and case file reviews. Responsible for identifying quality accuracy trends and gaps within program processes, providing weekly and monthly quality reports to management teams, while defining and prioritizing high-value continual process improvements across the organization. Led quarterly Community of Practice sessions to provide a platform for analysis within business units and a way to share best practices amongst management teams. Show less

  • Senior Manager, Operations Efficiency

    Sept 2023 - now

  • Manager, Learning & Performance

    Apr 2022 - Sept 2023

  • Instructional Designer

    Aug 2019 - Apr 2022

  • Operations Program Manager

    Aug 2017 - Aug 2019

  • Quality / Business Process Improvement Specialist

    Jun 2013 - Aug 2017

  • Training Content Designer

    May 2010 - Jun 2013

  • Graphic Design Specialist

    Jan 2006 - May 2010

  • Administrative Assistant II

    Jun 2003 - Jan 2006