Michelle Cram

Experience

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  Vermont Student Assistance Corporation

  Jan 1996 - Jan 2008

  * Developed and maintained training curriculum for both new and existing employees* Devised a successful, new training strategy during a period of 43% understaffing* Consulted in corporate projects that required training* Evaluate training effectiveness and recommended changes and improvementsAccomplishments* Restructured new hire training and call routing system to move the training program from a solid 17 weeks of training to an incremental training program allowing employees to become productive in four weeks Show less * Guided project teams to interpret and implement Department of Education regulations and guidance, minimizing the company's risk of compliance violations* Trained and supported staff in best practices regarding documentation and archiving of policies* Created an Access database to assist in researching regulations, policies, and guidance, to provide consistent recommendations across the company and time* Researched ad hoc question related to compliance, keeping the company in line with Federal law Show less

  • Customer Relations Trainer

    Jan 2004 - Jan 2008

  • Senior Loan Counselor

    Jan 2002 - Jan 2004

  • Compliance Specialist

    Jan 2000 - Jan 2002

  • Senior Loan Delivery Specialist

    Jan 1998 - Jan 2000

  • Senior Loan Counselor

    Jan 1996 - Jan 1998
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  Keurig Green Mountain, Inc.

  Aug 2008 - Jul 2013

  Customer Service Trainer

  * Assessed training needs of existing employees to create targeted, customized training directly linked to business goals. * Developed and maintained customer service and technical training for new hires. * Created internal website for department, creating one location for policies, procedures, training materials, and product information. * Developed department process for updating and maintaining course materials based on system changes. * Measure effectiveness of training using Kirkpatrick’s Evaluation model.Accomplishments* Increased effectiveness of new hire training, while shortening the training duration by 33%.* Developed training targeted at reducing a specific Key Performance Indicator regarding returns. Both the return rate and the complaint rate decreased. Show less

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  Keurig Dr Pepper Inc.

  Jul 2013 - now

  * In addition to Technical Trainer III role below:* Drive change management efforts on projects* Enable internal staff and external vendors to create training materials that meet KDP standards* Provide support to both Waterfall and Agile project teams* Develop and curate curriculum for the Agile Transformation teamAccomplishments* Migrated two performance support platforms into a new, cloud-based platform* Analyzed training needs for IT Agile transformation, outlined a role-based curriculum for begininng, advanced, and certication levels, and created the beginning level. Show less * Work with business partners to analyze learning needs and define performance objectives. * Create and document a training strategy for each project, based on adult learning theory best practices, project timelines, and available resources. * Develop and communicate styles, standards, and templates for materials. Consult with business and learning development partners to produce accurate, concise training. * Oversee learning development partners to verify the deliverable meets defined standards. * Track and report out on development process. * Maintain and update existing material based on system changes. * Evaluate and measure the effectiveness of training through assessments and evaluations. Accomplishments* Developed model to restructure how business partners, project team members, instructional d designers, and learning development partners work together.* Created templates for Needs Analysis, Training Strategy Document, Knowledge Transfer to support new model of working with offshore training consultants.* Implemented SAP in Canada, working with translators to create an entire curriculum in Canadian French Show less

  • IT PMO Lead

    Jan 2021 - now

  • Technical Trainer III

    Jul 2013 - Jan 2021