Designing Integrated Solutions for Complex Business Challenges
Partnering with business and technology leaders to diagnose performance needs, design integrated solutions, and deliver successful business transformation initiatives.
My Approach
Every business challenge deserves the right solution - not just more training.
For more than 20 years, I've partnered with Fortune 100 organizations across financial services, pharmaceuticals, healthcare technology, and veterinary healthcare to diagnose business and performance challenges and design integrated solutions that align people, processes, technology, and strategy.
Rather than beginning with a predetermined solution, I partner with leaders to understand business needs, identify performance gaps, evaluate implementation risks, and develop strategies that prepare organizations for successful transformation.
Depending on the business need, the approach may include performance consulting, organizational readiness, strategic learning, organizational change management, executive communications, technology enablement, or an integrated combination of these disciplines.
My goal is always the same: build organizational capability, accelerate adoption, and deliver measurable business outcomes.
Core Capabilities
Performance Consulting
Business Transformation
Program & Portfolio Leadership
Organizational Readiness
Organizational Change Management
Technology Enablement
Strategic Learning
Stakeholder Engagement
Executive Communications
Business Process Improvement
Cross-Functional Leadership
Enterprise Transformation Strategy
PPD (Thermo-Fisher Scientific) | Principal Optimization Specialist | 2019 - 2023
Business Challenge
PPD was executing multiple enterprise initiatives that required employees and leaders across the organization to adopt new processes, technologies, and ways of working. Successful implementation required more than training—it required coordinated organizational readiness, executive communications, manager enablement, learning integration, adoption planning, and performance support.
My Role
Partnered with business leaders and cross-functional teams to assess implementation needs and develop integrated organizational solutions supporting enterprise transformation initiatives. Depending on the initiative, this included organizational readiness, change strategy, executive communications, manager enablement, learning integration, performance support, adoption planning, and measurement activities designed to improve business outcomes.
Key Business Solutions
During my tenure, I developed and supported organizational change solutions that improved communication, adoption, and implementation across multiple business functions.
PPD Translate
Designed a comprehensive integrated organizational readiness solution to support enterprise-wide adoption of a new initiative. Developed manager toolkits, executive communications, presentation materials, an animated GIF used by executive leadership, a SharePoint communications hub, and implementation resources that enabled leaders to effectively communicate and reinforce change throughout multiple business functions.
Robotic Process Automation
Led organizational change activities supporting multiple finance automation initiatives, including implementation planning, stakeholder communications, manager coaching, adoption measurement, and post-implementation performance evaluation to support successful technology adoption.
Change Management PowerApp
Designed and developed a scalable PowerApp that guided business partners through change planning by assessing initiative complexity and recommending tailored organizational change strategies, templates, and toolkits based on established change management methodologies including PROSCI, LaMarsh, and Kotter.
Digital Adoption Strategy
Directed the evaluation of enterprise digital adoption technologies (WalkMe and WhatFIX), developing pilot solutions that demonstrated opportunities to improve technology adoption, in-application guidance, and employee performance support across approximately 4,300 clinical operations employees. Findings informed strategic recommendations for enterprise implementation.
Selected Work Samples
These selected examples demonstrate how strategic initiatives were translated into practical solutions that enabled leaders, supported employees, and reinforced successful implementation.
Strategic Learning & Portfolio Leadership
TIAA | Learning Manager (Progressed through four enterprise learning and performance consulting roles) | 2007 - 2019
My Role
Over nearly twelve years at TIAA, I progressed through increasingly strategic roles—from Instructional Designer to Lead Performance Consultant, Senior Learning Consultant, and ultimately Learning Manager. Throughout that progression, I partnered with business and technology leaders across multiple enterprise functions - including the National Contact Center, Wealth Management, IT & Operations, TIAA Bank, and Client Solutions - to diagnose business and performance needs, prioritize enterprise initiatives, manage strategic learning portfolios, lead cross-functional teams, and design integrated solutions that strengthened organizational capability and improved business performance.
Key Business Solutions
During my tenure at TIAA, I partnered with business and technology leaders to design strategic learning and performance solutions that strengthened organizational capability, accelerated employee proficiency, and supported enterprise initiatives across multiple business functions.
Strategic Learning Portfolio Management
Partnered with IT leadership to govern and manage the enterprise IT Learning Portfolio, evaluating and prioritizing initiatives through a structured governance process that aligned learning investments with business strategy. Facilitated the IT Learning Governance Committee, collaborated with stakeholders to refine business requests, and recommended integrated learning and performance solutions that balanced organizational priorities, learner needs, resource capacity, and implementation timelines.
Led learning initiatives from consultation through evaluation by defining project scope, establishing governance, managing instructional design contractors and cross-functional project teams, facilitating stakeholder alignment, mitigating implementation risks, overseeing solution testing, and communicating adoption and business outcomes to IT and Learning & Development leadership. Established a portfolio maintenance strategy that included biannual reviews, prioritization criteria for off-cycle updates, and governance processes to ensure learning assets remained current and aligned with evolving business needs.
Expanded portfolio capabilities by partnering with business leaders to develop role-based learning strategies for Client Solutions Group, collaborating with McGraw-Hill to implement competency assessments that identified proficiency gaps, and piloting a social learning experience platform supporting IT college graduate rotational programs through learning communities, curated learning paths, and collaborative knowledge sharing.
Performance Consulting & Learning Strategy
Partnered with business leaders to diagnose business and performance needs through learner, environmental, and organizational analyses, identifying root causes before recommending solutions. Guided stakeholders beyond requested deliverables by influencing solution decisions through data, consultation, and structured recommendations that balanced business priorities, learner needs, budget, and implementation risks.
Developed integrated performance strategies that combined instructor-led learning, virtual learning, eLearning, performance support, just-in-time resources, communications, coaching, and organizational change practices when appropriate. Established project scope, defined success measures, and evaluated business impact through LMS analytics, Level 3 evaluations, learner focus groups, and annual enterprise needs assessments that informed future learning portfolio priorities.
Technology Enablement
Partnered with technology and business leaders to develop learning and performance solutions supporting enterprise technology implementations across IT, Wealth Management, the National Contact Center, Field Consulting, TIAA Bank, and Client Solutions.
Led the learning strategy supporting implementation of TIAA's customized Relationship Management System by developing instructor-led, virtual, and online learning solutions for multiple enterprise roles nationwide. Designed innovative digital learning experiences—including a comic book-inspired interactive SDLC tutorial—that transformed complex technical concepts into engaging learning experiences and achieved a 95% completion rate across approximately 6,000 employees and contractors, accelerating readiness and supporting consistent adoption of enterprise development standards.
Collaborated with external partners to implement enterprise cybersecurity awareness initiatives reaching more than 10,000 employees and contractors. Partnered with Safari Books Online to expand on-demand technical learning resources and negotiated enterprise partnerships that consolidated technology learning resources, reducing annual training costs by approximately $190,000. Cybersecurity initiatives achieved a 92% completion rate while increasing employee reporting of phishing attempts, strengthening security awareness and reducing organizational risk.
Organizational Capability Development
Partnered with business and learning leaders to strengthen leadership capability, workforce readiness, and long-term employee development across IT and Operations.
Supported implementation of the American Management Association (AMA) leadership development program by coordinating organizational participation, communicating program updates, monitoring learner engagement, evaluating program effectiveness, and partnering with leadership to address development gaps. Collaborated with business leaders to define role competencies, develop career progression pathways, and create manager toolkits that aligned learning investments with organizational expectations and employee growth.
Designed scalable development frameworks that integrated competency models, role-based curricula, prerequisite learning, and performance support resources to build organizational capability and prepare employees for future career opportunities.
Customer Experience Transformation
Partnered with business and learning leaders to strengthen leadership capability, workforce readiness, and long-term employee development across IT and Operations.
Supported implementation of the American Management Association leadership development program by coordinating organizational participation, communicating program updates, monitoring learner engagement, evaluating program effectiveness, and partnering with leadership to address development gaps. Collaborated with business leaders to define role competencies, develop career progression pathways, and create manager toolkits that aligned learning investments with organizational expectations and employee growth.
Designed scalable development frameworks that integrated competency models, role-based curricula, prerequisite learning, and performance support resources to build organizational capability and prepare employees for future career opportunities.
Partnered with Client Solutions leadership to redesign the customer care learning experience, improving employee capability, consistency, and customer service performance across multiple business units.
Designed an integrated learning strategy that combined role-based curricula, instructor-led learning, coaching, manager reinforcement, performance support, and standardized learning resources to improve employee readiness and accelerate proficiency. Partnered with leaders to establish success measures, evaluate business outcomes, and continuously refine the program based on learner feedback and operational performance.
The initiative contributed to a 90% improvement in customer service quality metrics and an 80% improvement in business writing evaluations, demonstrating measurable improvements in employee capability, consistency, and customer experience.
Business Impact
Improved customer service quality metrics by 90% through an integrated customer care learning strategy.
Increased business writing evaluation scores by 80% through role-based capability development.
Achieved a 95% completion rate for enterprise SDLC training supporting approximately 6,000 employees and contractors.
Achieved a 92% completion rate for enterprise cybersecurity awareness training supporting 10,000+ employees and contractors, increasing employee reporting of phishing attempts.
Reduced annual technology learning costs by approximately $190,000 through enterprise learning resource consolidation and vendor partnership negotiations.
Partnered with business leaders and cross-functional teams to assess implementation needs and develop integrated organizational solutions supporting enterprise transformation initiatives. Depending on the initiative, this included organizational readiness, change strategy, executive communications, manager enablement, learning integration, performance support, adoption planning, and measurement activities designed to improve business outcomes.
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Developed as part of the PPD Translate initiative to equip leaders with weekly implementation updates, key messages, discussion guides, and communication resources that supported consistent messaging and organizational readiness throughout the rollout.
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Created an animated communication asset to build awareness of the PPD Translate initiative and reinforce the purpose, impact, and value of the transformation across multiple communication channels.
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Designed a performance support guide that enabled employees to create professional-quality videos used in organizational communications, learning initiatives, and enterprise presentations.
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Developed a standardized job aid template that improved the consistency, usability, and long-term maintainability of enterprise performance support resources.
Enterprise
The following examples represent selected work products developed to support organizational change, leadership communications, and employee enablement.
B
Designed and developed the organization's first enterprise change management methodology to establish a consistent framework for planning, executing, and supporting organizational change across future Medicaid system implementations. The methodology included standardized processes, guidance, templates, and tools that provided a scalable foundation for change practitioners.
Change Analyst Team Development
Built and onboarded the organization's initial team of change analysts by establishing role expectations, mentoring team members, and providing the methodology, tools, and resources needed to support statewide technology implementation efforts.
Change Management Toolkit
Developed a library of standardized change management templates, communication resources, planning documents, and implementation tools that enabled practitioners to apply a consistent approach across organizational change initiatives.
Featured Deliverable
APPLES Enterprise Change Framework
Designed and developed a proprietary Organizational Change Management methodology that established the organization's enterprise approach to stakeholder engagement, organizational readiness, communications, training, adoption measurement, and sustainment. The framework integrates with the software development lifecycle and aligns with PROSCI, LaMarsh, and Kotter methodologies
Mars Veterinary Health
As Instructional Design Lead for Mars Veterinary Health, I supported the implementation of a new practice management system designed for rapid deployment using Agile methodologies and two-week sprint cycles. Because the platform evolved continuously throughout development, training materials required constant iteration to remain aligned with production releases. Working closely with stakeholders, technical teams, and managing an instructional design contractor, I transformed a traditional training approach into a modern digital performance support ecosystem, creating role-specific Articulate RISES guides, job aids, and sandbox workbooks that enabled successful user adoption and operational efficiency utilizing Mars Veterinary Health branding guidelines.
In addition to supporting the core platform implementation, I designed and developed instructional videos for the new mobile iPad practice management system experience, including an anesthesia module that was enthusiastically embraced by doctors and veterinary technicians. These resources provided just-in-time learning and reinforced key workflows within the clinical environment.
The examples below showcase the Articulate RISE guides and performance support solutions developed to support this large-scale transformation initiative and the organization's commitment to continuous learning.
Gainwell Technologies
During my short time at Gainwell Technologies, I was the first member of the Change Management Team as their Leader, reporting to the Vice President. My main contribution during my tenure was the development of a change management methodology which has been used to define the strategy and components of change initiatives moving forward for state software implementations, along with building a team of analysts. I also built a strong team of change analysts to assist in a state-wide implementation of the Medicaid software platform.
Click here to view the presentation of the original change management methodology I created and implemented at Gainwell.
PPD
The majority of solutions designed during my time at PPD as the Principal Optimization Specialist leading change management initiatives are confidential and proprietary.
As part of the PPD Process Optimization and Change Management Team, I designed training solutions to support the execution of initiatives and reinforce change adoption. PPD Translates is one of the largest projects I led change efforts for and impacted departments across multiple functions and a variety of global associates. As part of my solution, I created a Manager Toolkit that identified key messages for leaders to share with their teams, with handouts or presentations, and a schedule for delivering these messages. Part of my role was to partner with Communications to craft multiple newsletter articles and announcements which incorporated change strategies and messaging. I also assisted with creating the internal SharePoint site and providing an animated GIF that was used not only for online marketing, but also for Town Halls.
Additionally, I led the design and development of a Change Management Solutions PowerApp that provided a scalable, self-service approach to change planning. Using a weighted complexity assessment, the application guided users to the appropriate level of change support and dynamically delivered curated toolkits tailored to their needs. The solution equipped both novice and experienced change practitioners with the resources, templates, and guidance necessary to effectively manage and sustain organizational change.
I was also co-lead of the Multimedia Team where we partnered with our internal business partners to create appropriate multimedia solutions for initiatives. As the request for video intensified, we could not be present to help with filming due to the company's remote and international culture.
Click here to view a job aid that was instrumental in helping employees successfully prepare for and record personal videos used in training solutions and communications.
TIAA
During my tenure at TIAA, I had the pleasure of acting in several roles: Instructional Designer, Lead Performance Consultant, Senior Learning Consultant, and Learning Manager. All of the solutions I created are confidential and proprietary.
As Learning Manager, I led a team of instructional designers and consultants responsible for developing a comprehensive blended learning strategy for the Client Solutions & Digital organization, which unified eight previously independent business units under a single umbrella impacting over 4000 employees. Partnering with stakeholders and vendors, I drove the analysis of foundational product and service knowledge needs and implemented adaptive learning paths that supported employees throughout their development journey, from onboarding to advanced proficiency.
In addition, I spearheaded the design of an end-to-end coaching and certification program that leveraged top performers as peer coaches and trainers. The program incorporated customized training manuals, coaching workshops, job aids, and collaborative learning capabilities within Cornerstone LMS to build organizational capability, reinforce performance, and foster a culture of continuous learning and knowledge sharing.
I designed and developed several online, instructor-led, print-based, and blended learning solutions using tools such as Articulate Storyline, Adobe Captivate, Camtasia, Adobe Fireworks, and voice editing software. I am happy to speak to any of these projects in detail to discuss my analysis, learning strategy approach, execution, and measurable outcomes.
Some of the projects I designed and developed, and the tools used to created include:
An interactive tutorial on the SDLC process using Articulate Storyline and Adobe Captivate for video and narration, utilizing Adobe Fireworks to create an engaging comic book-esque look and feel that received a 92% completion rate for internal and contract workers, courtesy of leadership support, and a 4.4 learner satisfactory rating
Outer space-themed interactive eGames focusing on how to identify appropriate trade dates using Adobe Captivate
Tutorials on a variety of products using Lectora and Articulate Storyline
A blended learning approach to support Wealth Management Advisors on the new Advice offering
An interactive tutorial and simulation, combined with classroom training including scenario-based learning, on a new Siebel interface using a Lectora wrapper and Adobe Captivate for simulations and narration, utilizing Adobe Fireworks for image editing
Technology & System Skills
Microsoft Suite | Microsoft PowerApps & PowerBI | Articulate 360 | Synthesia | Sparkol VideoScribe | Powtoons | Adobe Captivate | Adobe Fireworks | Canva | SnagIt | Venngage | Audiate | WalkMe | WhatFIX | Vyzor | Cornerstone LMS | SCORM
