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Becky Johnson

Becky Johnson

Learning and Organizational Development Manager

Tuality Healthcare

Learning and Organizational Development Manager at Tuality Healthcare

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Tuality Healthcare

Learning and Organizational Development Manager

Developed and facilitated Leadership Development program. Provided guidance and training programs for Customer Service and Cultural Effectiveness committees. Mediated cross-functional, team and individual disputes. Provided governance and oversight to Tuition Assistance program. Guided teams in developing purpose, vision and behavioral expectations to align with organizational values. Re-designed and streamlined Performance Evaluation process.

Career medium 02
Career
Career medium 04

Siemens

Training & Customer Experience Management

Provided consulting and training services for NikeiD Global e-Commerce. Developed and facilitated training for Nike retail stores across the United States. Defined and developed process and procedure library for Project Management Organization. Created process documentation for procurement and retail services. Improved quality survey scores by 6% within one year through focus on customer experience. Project management and implementation of work orders and service requests. Knowledge Management for IT Services, including Global Service Desk and Desktop Services. Led transition management activities, including communication strategy for global rollout of the service desk (Japan, Brazil, Korea, Australia, New Zealand, Canada, Taiwan, Philippines, Sri Lanka, Thailand).

Career

Netflix

Training Manager

One of three managers to start up and develop a new organization of 300+ employees. Successfully moved call center from California to Oregon ahead of 7 month schedule to support 7.5 million customers. Recruited and interviewed all positions including Leadership, Customer Service, HR, Quality Assurance and Technical Support. Facilitated team development, problem intervention and group process consultation. Led process improvement initiatives, managed transitions and modified organizational structure in a rapidly changing e-commerce environment. Developed organizational processes including on-boarding, performance review, interview standards and communication plans. Built training team to design, implement and facilitate new hire curriculum. Created training documentation and standards including new hire curriculum, user manuals, job aids, presentations, tutorials and evaluations. Established leadership and mentoring programs for support staff. Transferred tribal knowledge to new support staff through intensive training, documentation and communication processes.

Career medium 03
Career
Career medium 04

ADP

Training Manager

Remotely managed client and associate training for the Pacific Northwest Region (three geographical locations). Planned and implemented new projects, mentor program and product rollouts. Led and maintained implementation of Learning Management System. Initiated change management processes to transition two separate regions into a consolidated, high performing organization. Achieved 100% pass rate in customer service certification program, when national pass rate was 60%. Coordinated and scheduled remote client training in five states. Implemented various training methods including classroom, one-on-one, virtual, video conference, self-study and train-the-trainer. Mentored and provided feedback to training staff of ten.

Career

Marylhurst University

BA, Communication