Six Sigma Black Belt, Entertainment Group & Mobility, Tech Dev
[AT&T, 03/06 to present]
Support AT&T’s IT software development group by evangelizing Lean thinking & Six Sigma problem solving methods to identify and implement performance solutions. Facilitate Green Belt classes, mentoring Green Belt candidates to successful completion, all in support of IT division’s Six Sigma performance improvement strategy.
Managing Partner, Performance Improvement
[Kirkaldy Compass 1723, 09/05 to 02/06]
Partnered with clients on strategic performance solutions for employee improvement effectiveness. Led initiatives combining continuous improvement tools (Transactional Six Sigma DMAIC / Lean) and Instructional Systems. Designed adult learning strategy aligning learning to business goals.
Director, Learning Design & Development
[IKON Corporate University, 10/04 to 09/05]
Led corporate university learning solution design and development for all corporate training programs. This included converting instructor-led training to enterprise-wide e-learning. Measurable performance improvements included incorporating transactional six sigma and lean production methods into IKON University’s Instructional Systems Design process. The new protocols removed cost and improved speed to market for learning and development products and services.
System Manager, Call Center, Learning & Development
[Delta Air Lines, 11/02 to 10/04]
Led implementation of performance consulting processes for Delta’s Call Center Learning group. Used continuous process improvement and instructional systems design to facilitate necessary workforce changes. Designed and implemented Learning Studio System improving quality and throughput curriculum design process, managing a staff of 20 curriculum designers and annual budget of ~$1.5M for development of learning products and process improvement.
Manager: Cabin Crew Continuing Education
[Delta Air Lines, 01/00- 10/02]
Led departmental transformation from traditional training department to performance consulting group. Responsible for all phases of Delta’s Cabin Crew curriculum including: Annual FAA Recurrent, Initial Certification, Leadership, Front-line Leader/Manager training, Customer Satisfaction, Ergonomics and Biomechanics, Security, and Personal Defense training. Training audience of more than 20,000 people in the United States and India. Reported to corporate Director In-Flight Performance Improvement. Managed FY2002 operating budget of 6.2M. Responsible for all phases of learning from needs analysis and evaluation to stakeholder feedback.
Manager: Cabin Crew Training
[Delta Air Lines, 10/99 to 01/00]
Responsible for all phases of Cabin Crew Safety and Technical Training including Annual Recurrent Training and Initial Training. Primary point of contact for the FAA in dealings regarding the safety and security of the cabin. Led development effort for Cabin Crew Recurrent 2000. Four hours of CBT and six hours of classroom FAA required training delivered to +20,000 Delta flight attendants each calendar year. Gained FAA approval for second year of competency based evaluation using Inter Rater Reliability protocols, becoming an industry Best Practice.
Manager, In-Flight Cabin Crew Training
[Delta Air Lines, 10/99 to 01/00]
Led development effort for Flight Attendant Recurrent 2000. This FAA required training is 4 hours of CBT and 6 hours of classroom and simulation, and delivered to all Delta Flight Attendants each calendar year.
Obtained FAA approval for second year of competency based evaluation using the Inter Rater Reliability protocols. Represents an industry Best Practice.
Served as departmental Point of Contact and subject matter expert for department on successful Y2K Contingency Planning Group.
Program Manager: In-Flight Cabin Crew Training
[Delta Air Lines, 03/99 to 09/99]
Responsible for design, development and implementation of curricula designed used by entities contracting with Delta. Led Contract Sales Program for Flight Attendant Training Services. Point of contact for Delta’s external Flight Attendant Safety and Service Training clients.
Led effort for departmental financing plan from forecast phase to approval for $2 1M Flight Attendant Training’s Operating Plan and $860K Capital Plan for FY00.
Continued to lead Continuous Improvement Team, Team XL to improve Initial Flight Attendant Training including Training Expense Reimbursements, Meals in training and assurance of job availability upon graduation from initial training.
Coordinator – Customer Service Training
[Delta Air Lines, 03/98 to 02/99]
Responsible for Initial Flight Attendant Customer Service Training. Duties included point of contact for Program Development staff, mentoring Flight Attendant Facilitators and Subject Matter Experts, and oversight of innovative Customer Service Training.
Responsible for Special Projects designed to improve Flight Attendant Customer Service Training. Projects include production of recruitment and welcome to training videos, Continuous Improvement Team and Facilitator mentoring initiatives.
Team Leader and Project Manager for Continuous Improvement Team that assisted in moving Delta Air Lines Initial Flight Attendant Training to industry leadership. Team identified and implemented $1 8 Million in annual savings. My team named “Best of the Best” and “Best of Expo” during 1998 Continuous Improvement Team Expo.
Prior Relevant Experience
Learning Facilitator Promotional Marketing
Curriculum Consultant, Subject Matter Expert and Facilitator, for Promotional Marketing training. Used innovative and interactive techniques to reinforce retention of basic Marketing principles. Focus on brand name allegiance and the Flight Attendant’s role in Delta’s basic product differentiation strategy.
Coordinator, Customer Service Programs
Flight Attendant. Responsible for service and safety flights to Europe and North America service.
Internal Consultant, Code-Share Service Training and Development
Consulted with Delta’s new code-share partner’s In-Flight Service group with the Delta’s traveler’s concept of high quality Customer Service.
Project Manager – Super Bowl XXIX
Project Manager / Meeting Planner for Super Bowl XXIX in Miami. Worked with hotel and transportation contracts for Super Bowl Week. As Official Airline of the NFL we had primary sponsor responsibilities. Served as primary point of contact for Delta Leadership, VIP’s and key Delta accounts.
Contract Instructor. / Trainer- World Airways
Served as aircraft subject matter expert and part of an instructor team contracted by Delta Air Lines, Inc. to World Airways, Inc. for the purposes of United States FAA Initial Operating Experience certification.
United Way Loaned Executive
Served in Loaned Executive Program assisting United Way of Metro Atlanta’s 1994 Fall Fund Raising Campaign. Worked closely with Volunteer Coordinators and Delta Community Affairs.
International Human Resource and Operations Supervisor
Human resource and operational supervisory responsibilities for a group of more than 100 Flight Attendants, Front Line Flight Attendant Supervisors and Foreign Language Flight Attendants.
Project Manager – Leadership and Service Training
Project Manager for “Leadership through Service Seminar”. Seminar used Total Quality Management and Continuous Quality Improvement principles and was targeted at front line leaders. Led instructor team of 15 Master Instructors and 67 Field Instructors.
Human Resource Employment Representative
Interviewed, evaluated and recommended applicants for Delta’s employment department. Worked with Human Resources team to recruit and hire high quality candidates for Flight Attendants.
Instructor – Initial Safety and Technical Job Training
Instructor for Initial Flight Attendant Training at the Delta Training Center in Atlanta. Instructed all phases of safety, service and background Initial Training.
Curriculum / Program / Designer – Flight Attendant Training
Responsible for all phases of Initial Customer Service Training, Cultural Awareness and the Federal Aviation Regulations Workshop curriculum.
French Language Translator for International Delta flights
Handled French language needs for customers traveling to and from France and Belgium.