mitch weiss

Created and implemented the enterprise wide strategy, vision, and direction of corporate learning and development function. Responsible for developing the knowledge and skills of domestic and international contact center workforce including front line call agents and management. Led cross functional teams in performing needs assessments, designing training curriculum, developing technology-based, classroom and on-the-job learning programs, facilitating delivery of learning and measuring the impact of learning programs. Oversaw the development of a holistic view of curriculum and content design with the goal of consistent end user experience and employee retention.

Establish the instructional design, learning methodologies, and technology framework for a new Learning and Development department. Serve as a Subject Matter Expert, building training programs aligned with business goals and success metrics. Create initial procedures, workflows, and templates to support an effective training program. Collaborate with a diverse group of stakeholders to develop a deep understanding of business needs as well as the target audience in order to create relevant curricula and performance outcomes. Develop a short and long term strategy, leveraging expertise in instructional design to determine the best training methodologies and create a robust professional development program.

This position managed a group of instructional designers and project managers in creation of both instructor led and eLearning courses. The courses were created for new hire curriculums, tenured staff needs, and remediation programs for all levels of United Health Care Call Center Operations. Topics were wide ranging and included systems, customer service skills, and job specific training. The position immediately required a complete overhaul of departmental operations with a shift to learner centric training, utilizing both eLearning and blended learning approaches. The job demands an extremely high level of instructional design knowledge, very strong leadership abilities, the ability to coach and mentor staff, collaboration among many executive level leaders, and the ability to find unique and creative solutions to complex problems.

This position managed all aspects of both the instructional design and development processes for the IT Learning and Development department. Job involved the management of all eLearning projects within the department, which includes assignment and monitoring of resources, budgeting, project management, collaboration among various groups, setting priorities, and implementation of training programs. Position requires a thorough understanding of Instructional Systems Design, as well as a comprehensive knowledge of various methodologies for using it. It also demands a high level of accountability, leadership, mentoring/coaching, organization skills, and creativity. Successes included: Implementation of a Performance Based model to entire division. Implementation of new development software applications. Creation of over 70 eLearning projects at or below budget. Implemented new instructional design workflows and procedures where none existed. Implemented comprehensive evaluation measurements/metrics to all training programs.

Led and mentored a team of seven instructional designers tasked with delivering instructional design and development services including eLearning, virtual, and classroom-based training to internal staff and external agents. Served as a project lead on several initiatives, collaborating with business units and vendors to create relevant programs that met company goals. Supported the needs of 1,200 employees with the creation and implementation of hundreds of instructional programs.

* Designed, developed, delivered, and evaluated a wide range of investment training * programs for MassMutual's Retirement Services Call Center staff. * Consulted with various levels of management and business clients to determine training * needs. * Gathered quality assurance data in order to maximize learning.

* Led the design, development, and implementation for a variety of training programs. ; * Required extensive expertise in instructional design, project management, team dynamics, * and client management skills. * Led the L&D efforts for Google for Work implementation for U.S. Firm (80,000 * employees). * Integrated mobile platforms into learning conferences, reducing on-site staffing needs. ; * Installed and rolled out first adaptive learning system, reducing training time by 40%.

Activities and Societies: summa cum laude Kappa Delta Pi Honors Society