Reggie Pearson

Experience

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  Discover Financial Services

  Mar 1990 - Nov 1998

  Training Manager
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  Sprint

  Nov 1998 - Nov 2000

  Training and Development Manager

  Recruited to launch a new call center. Liaised with Customer Care, Resource Planning, and HR to staff and develop call center personnel. Collaborated with Customer Care to solve problems and implement process improvement solutions. -Managed New Hire and Continuing Education process for the call center to an average 96% quality rating-Managed Mentoring Program to a 98% graduation rate

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  T-Mobile Wireless

  Nov 2000 - Mar 2003

  National Curriculum Manager

  Recruited to implement and centralize a National Learning and Development department. Challenged to develop and guide a nationwide team of Instructional Designers in a fast-paced environment. Communicated with Customer and Financial Service departments to assess training needs and identify performance improvement opportunities.-Reduced New Hire training time by 17% producing an annual savings of over $1million-Managed curricula for New Hire, Continuing Education, Off-line teams, and Outsourcers-Created curricula and WBT’s (web-based training) for over 17,000 representatives across stores and 21 sites utilizing adult learning principles Show less

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  DHI Mortgage

  Nov 2003 - Jul 2006

  Director, Learning & Development

  Created the Leadership Development department. Charged with creating programs to develop managers and improve employee productivity. Partnered with business leaders to create and implement needs assessments; developed training programs based on results. Collaborated with IT to implement a LMS (learning management system).-Built customer service program that improved customer satisfaction-Created employee development program that reduced employee turnover-Implemented management development program that improved employee satisfaction Show less

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  EFunds

  Sept 2006 - Jan 2008

  Training Manager

  Designed, developed and implemented the training strategy for U.S. Customer Care Operations. Led a team of geographically dispersed instructional designers/trainers to create dynamic performance-based curriculum. Measured training effectiveness and implemented solutions based on results. Collaborated with Operations to analyze and implement process efficiencies and nurtured relationships with internal and external clients.-Implemented Instructional Design Methodology that reduced curriculum development time by more than 20%-Utilized performance-based training to improve training retention by 27%-Integrated Customer Service training into new and existing curriculum resulting in an increase of customer satisfaction scores Show less

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  Auctane

  May 2008 - Jan 2023

  Senior Manager

  -Lead a team of technical trainers, a senior training advisor, instructional designer, content writer, and quality assurance specialists-Conduct needs assessments and identify performance gaps-Work with leaders and HR to create and deliver training programs including leadership development, performance management, coaching, new manager training, ongoing training and employee engagement sessions-Develop, implement, and track measures for training effectiveness-Demonstrate and promote a positive work culture -Manage curriculum development, training, and information dissemination for product launches and software improvements-Manage training for several lines of business, vendor training, and quality-Successfully managed the internal knowledge base providing critical policy & procedure information for the Customer Care team-Partner with CRM team to research and implement effective knowledge base tools-Research and implement LMS and e-learning tools-Create interactive adult-based learning while providing additional methods of accessing learning-Build partnerships with business leaders and HR to create and deliver training programs promoting Diversity, Equity and Inclusion-Successfully led department projects from initiation to closure, on time and within budget Show less