Tiffany A. Miller, MEd, CPTD, LSSGB

Experience

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  Huntington National Bank

  Apr 2004 - Mar 2011

  Learning Performance Consulting – Conducted needs identification and analysis, designed training outlines, created storyboards and oversaw development and quality review of online courses that filled training gaps.Project Management – Served as Training Project Manager for moderate-scale comprehensive training programs for Retail Banking to comply with a government regulations. Activities included training solution proposal; design, development and implementation of deliverables; and overseeing three colleagues' work on additional deliverables. Accountable to deadlines and managed relationships with internal partners. Instructional Design – Designed and developed materials to support multiple key Retail Banking initiatives that included software upgrades and policy changes. Virtual Learning - Designed, developed, and hosted WebEx sessions for both meetings and training events.Process Improvement – Established a Curriculum Update Process to streamline and centralize updates to existing training materials. Lead improvements efforts and updated existing curriculum for three job families. Created and managed an inventory spreadsheet to improve version control of training materials among many instructional designers and training facilitators.Teamwork – Managed the implementation process of training initiatives by partnering with stakeholders, facilitators, communication specialists, etc. Managed the Advisory Group, a group of top-performing bankers who served as a link to the field. Show less Facilitation – Facilitated 14 different classes on a rotating schedule which included customer service training, account opening procedures, sales theories, and software programs. Reviewed, evaluated, and updated participant guides in accordance with changing bank policies and federal regulations as needed.Instructional Design – Designed and developed CSR and Team Leader materials, which included facilitator and participant guides. Consistently received high evaluation scores.Change Management – Designed, developed, and facilitated training for multiple acquisitions. Participated on project team conference calls, created the participant material and agendas, facilitated the classes, organized additional on-the-job training, and collaborated with many other partners to ensure the participants had the best possible experience in their situation.Curriculum Management – Designed, developed, and facilitated a three-day training program for the opening of an Item Processing Center and the upgrade of the software it uses. Created materials to establish a mentor training program for future new-hires. Show less

  • Instructional Designer

    Jul 2007 - Mar 2011

  • Training Specialist

    Apr 2004 - Jul 2007
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  Make-A-Wish Foundation of Ohio, Kentucky and Indiana

  Mar 2011 - Apr 2014

  Manager of Volunteer & Training Programs

  Program Management – Responsible for the development and implementation of the comprehensive volunteer program at the largest Make-A-Wish chapter in the country. Selected to participate in national task forces that focused on process improvement and consistency across the organization.Process Development – Managed the recruitment, application, training, recognition, retention and evaluation processes of this 1200+ person volunteer base with a focus on consistency across six offices and process improvement.Staff Development – Developed and delivered a workshop to leaders to improve staff performance goal writing and measurement. Managed a staff of two full-time Volunteer Coordinators and multiple interns. Created an on-boarding plan and resource guide for new employees and interns. Served as a project management mentor to fellow employees. Facilitated various professional development workshops.Instructional Design – Designed and developed volunteer training curricula, including face-to-face and virtual methods to reach volunteers across the three-state territory. Show less

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  Grange Insurance

  Apr 2014 - now

  Remote/Hybrid People Leadership – Use my personal experiences as a former remote employee and the latest research/trends to implement best practices, including virtual retreats, team norms, informal relationship-building, and collaboration tools.Strategic Workforce Planning – Serve as Training and Change Management Leader for enterprise operating model changes involving shifting certain processing work to offshore providers, resulting in increased efficiency and decreased cost. Lead the upskilling roadmap for a department pilot, focused on application of new skills to current/future roles. Launched LinkedIn Learning and achieved a 36% activation rate in the first 3 months, promoting courses that align to our competency model and mapped skills in conjunction with Associate Development Plans.Change Management – Graduated from Grange’s Certified Change Advisor Program. Develop and manage Change Plans for various enterprise initiatives, using a variety of tactics, including; Sponsor Roadmaps, communication plans, training sessions, feedback sessions, milestone meetings, success celebrations, resistance management, etc. Coaching & Development – Lead a team of designers and facilitators, provide feedback to enhance their skill set and support their career path. Served as Chair for Elevate 2021, the 4th annual internal professional development conference, which involved: leading three committees, presenting to senior leadership, working with external and internal speakers, managing a budget, reporting on results, and more. Curriculum Development – Design and develop high impact training programs and instructional materials, including job aids, participant guides, facilitator guides, scripts, videos, voice-overs, online courses, podcasts, vodcasts, FAQs, SharePoint sites, etc. Show less

  • Talent & Training Manager

    Jul 2019 - now

  • Senior Learning Solutions Consultant

    Mar 2018 - Jun 2019

  • Learning Solutions Consultant

    Apr 2014 - Mar 2018