Experience

• 

  Apple

  Nov 2004 - now

  • Oversees AppleCare Training program implementation at various locations, ensuring that all training metrics and program guidelines are meeting standards.• Manages new site and business line implementations by creating comprehensive training plans, completing readiness assessments, conducting side-by-side training observations, and performing post-implementation analysis.• Promotes Instructor quality through side-by-side observations, Instructor performance analysis, contributing to the Instructor quality gauge panel, driving calibration completion, and coming up with creative solutions on how to address evaluator knowledge gaps post-calibration.• Identifies and addresses reporting issues caused by process gaps or human error through creation of new processes, improving existing processes, and submitting tools or reporting enhancement requests.• Reviews Instructor metrics and end of course student feedback with training leadership to close performance gaps through coaching. Show less • Delivers new Advisor training, Manager, and other AppleCare Training courses to both in-classroom and distance learners.• Develops new Instructors through Train the Trainer (T3) courses.• Works cross functionally with business leadership, workforce management, and other key stakeholders before, during, and after class to ensure that learners are set up for success.• Organizes and oversees large scale training initiatives.• Led initiative to create more comprehensive reporting to monitor class composition, absenteeism, exam pass rate, and other relevant data points to streamline business engagement. Show less

  • Training Program Manager

    Oct 2019 - now

  • AppleCare Instructor Trainer

    Apr 2015 - Oct 2019

  • Remote Genius

    Oct 2012 - Apr 2015

  • Lead Creative

    Jan 2010 - Oct 2012

  • Lead Specialist

    Nov 2004 - Jan 2010