About
I am a Learning, Talent Development, and Performance Improvement leader with over 15 years of experience driving business results through organizational development, leadership coaching, workforce transformation, and AI-enabled learning solutions. Most recently, I served as a Customer Experience Coach & Performance Consultant at RYNO Strategic Solutions, where I applied my expertise to improve client booking rates and coached customer service professionals.
My work spans managing global instructional design teams, developing scalable learning systems, and leading AI adoption initiatives. I have hands-on experience with AI-powered quality assurance technologies, LMS administration, gamification, digital learning solutions, and simulation-based coaching platforms. I have also led large-scale training programs and managed significant budgets to support thousands of employees worldwide.
Experience
Customer Experience Coach & Performance Consultant
RYNO Strategic Solutions
Oct 2025 – Jul 2026
● Improved booking conversion performance by 5–10 percentage points, increasing client booking rates from approximately 87–89% to consistently above 90%, with some teams reaching 97–100%.
● Coached and developed more than 20 customer service professionals through structured performance management, conversion optimization, and customer psychology programs.
● Successfully retained at-risk client relationships by delivering measurable operational improvements and business value.
● Evaluated AI-powered quality assurance and call evaluation technologies to improve coaching effectiveness and scalability.
Performance managementCustomer psychology
Senior Training Consultant (Acting Head of Learning & Development)
411Locals
Oct 2023 – Aug 2025
● Led transformation of a struggling learning organization supporting Sales, Lead Generation, Account Management, Retention, and Customer Service operations.
● Managed an 18-person learning organization and approximately $300K budget.
● Held hiring, performance management, succession planning, and separation authority for training and mentoring personnel.
● Reduced new-hire attrition from approximately 80% to 40%.
● Reduced training cost-per-agent from approximately $5,000 to $3,300.
● Supported development and onboarding of more than 1,000 employees annually.
● Led AI adoption initiatives, including simulation-based coaching platforms and multilingual AI coaching assistants.
● Negotiated and implemented SolidRoad AI simulation technology under favorable commercial terms.
AI adoptionSimulation-based coachingBudget management
Corporate Trainer
Conifer, LLC.
Mar 2023 – Aug 2023
● Delivered leadership development, communication, project management, and professional skills training across multiple locations.
● Partnered with People & Culture leadership on employee development and culture initiatives.
Leadership developmentProject managementCommunication training
Global Manager – Learning Strategy & Design
STARTEK
Oct 2010 – Feb 2023
● Led the highly successful deployment of the Comcast Net Promoter System to 6 lines of business across 4 Countries and 1500+ employees.
● Facilitated highly impactful training for 125+ members of the frontline leadership team with high levels of satisfaction from learners; developed knowledge and understanding in DMAIC concepts, classroom management, facilitation, and coaching
● Expertly oversee and manage global NPS work practices; lead reporting and compliance for Huddle facilitation, customer callbacks, NPS Survey volume, and outputs.
● Leverage and use accepted instructional design techniques to develop and write NPS training material and e-learning content critical for client success and understanding.
● Successfully held the role as enterprise-wide LMS Administrator for a system with 45,000 users.
● Go above and beyond through being integral to critical instructional design projects.
Instructional designLMS administrationGamificationNet Promoter SystemE-learning developmentClient managementLeadership trainingProgram facilitationTraining certificationMaster trainingTeam leadershipCurriculum evaluationCurriculum developmentTraining evaluationClient satisfactionSalesTelecommunicationsPeer coaching
Education
Fork Union Military Academy
Advanced Studies Diploma
Louisiana State University
B.S. · Leadership & Human Resource Development
2028
Certifications
BLAST Level III Certification
STARTEK
2018 – No expiry
BLAST Level II Master Certification
STARTEK
2016 – No expiry
Bankable Leadership Certification
T-Mobile
2015 – No expiry
T-Mobile Training Certification
T-Mobile
2015 – No expiry
Comcast Master Training Certification
Comcast
2015 – No expiry
STEP 2 Enhancement Certification
STARTEK
2014 – No expiry
STEP Evaluation Certification
STARTEK
2013 – No expiry
FOCUS Sales Trainer Certification
STARTEK
2012 – No expiry
BLAST Trainer Certification
STARTEK
2012 – No expiry
Skills
Leadership DevelopmentPerformance InterventionPerformance CoachingAdobe CapitivateVyond AnimationCurriculum DesignProject ManagementConflict ManagementGenerative AIAdobe Creative CloudArticulate 360OnboardingNew Hire TrainingProgram DesignInstructional DesignFacilitation
Languages
English (Native or bilingual proficiency)
