At Guild, I led training for Member Support specialists, their managers, and Enterprise Resolution and Member Administration teams. I built a 35-skill model mapped to KPIs and QA dimensions to connect performance gaps to training.
I rebuilt the 8-week new-hire program, reducing core training from three weeks to two, and led partner launches with Rise 360 and AI roleplay. I also designed a Kirkpatrick framework of 14 learning metrics and reported results to leadership in QBRs.
As Associate Manager, Member Support, I led a team of up to 20 specialists and served as the training owner. I built and led new-hire and partner launch training, and created a scored Salesforce Notes Audit SOP that was rolled out across nine managers.
Earlier, I mentored new hires and co-led a redesign of new-hire call training as a Student Onboarding Specialist and Senior Specialist. At lululemon athletica / Ivivva, I led goal-setting workshops and helped close the Ivivva store and open the Century City location.
