Performance Solutions
Performance consulting and solutions that deliver measurable results.
What
Design and development of performance solutions for Global Customer Support (GCS). As the first associate hired as a Performance Consultant, defined the role and established a focus on addressing performance needs and improving customer satisfaction with optimal solutions.
Title
Manager, Performance Consulting (CareFusion/BD)
Team
Subject-matter experts (SMEs)
Role
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Led teams of SMEs, app developers, LMS administrators, learning architects, and classroom instructors—provided creative direction, UX/UI design guidance, constructive feedback, and professional development.
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Designed and developed performance solutions such as: infographics, checklists, troubleshooting flowcharts, and microlearning modules.
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Managed a Cornerstone LMS implementation and administered training in a custom LMS (eClass).
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Created a standardized Field Service bulletin system for effective and efficient communication.
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Used data analysis to measure the effectiveness of performance solutions.
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Used SalesForce Chatter to engage associates in learning programs.
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Addressed performance objectives by writing the Field Service Policy Manual and Procedure Guide.
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Wrote standard work instructions to meet quality system requirements in an FDA-regulated work environment.
Proven Results
Obtained proven significant cost savings and improved efficiency by developing and implementing a powerful combination of performance solutions for the Field Service and Professional Services teams.
Customer Training Program
Developed a comprehensive set of tools and processes for PMs and Consultants, directly resulting in improved customer satisfaction results.
Complete Service Call and Complete Service Review Checklists
Improved customer service and accountability—reducing repeat service calls.
Policy Manual, Procedure Guide, and Ride-Along Checklist
Communicated clear performance guidelines and ensured increased accountability.
Troubleshooting Flowcharts
Addressed the most costly repairs, resulting in significant cost savings and improved repair data.
Communication Plans and Roll-out Presentations
Ensured consistent, effective communication to remote field employees.
OJT program and FST Lead Role
Addressed remote learning needs with field-based instructors.
ILT development and delivery: Coaching Skills for On-the-Job Trainers course
for Field Service management and FST Leads
Improved coaching skills for managers and FST Leads.
WBT Design and Development
Provided flexible training options tracked in transcripts on an LMS.
Job Descriptions, New Role Development, Promotion Guidelines, and
Skill Assessments
Enabled superior performance with clear expectations and role definitions.
Portal Design
Designed and built SharePoint Portals for the Field Service and Professional Services organizations to meet operational and performance needs.
Email Campaigns
Authored and edited MailChimp email campaigns, such as the #LearnIt Newsletter and the 5 Minutes of Learning series—distributed to over 1,600 internal associates with an open rate over 40%.
Application Design
Designed responsive applications for desktop and mobile use, including Interactive Release Notes and performance support tools.
