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Kim Pence



Strategic and tactical learning, development, and organizational leadership manager. Extensive experience in
curriculum analysis, planning, development, deployment, and certification. Managed multiple small to large
scale training projects supporting the design and development of training curriculum with eLearning, Virtual
Classroom, Leader-Led, and Virtual Campus environment deployments. Experienced with ADDIE instructional
design methodology and managing project lifecycle from strategic planning through implementation.
Collaborated with subject matter experts, instructional designers and delivery staff to ensure training objectives
align with training goals. Ensured timely delivery of training to internal and external global audiences, while
meeting CSAT targets and driving revenue up to $7M~ annually.
Partnered with global Delivery instructors on delivery lab and course validation by scheduling dry runs and pilot
sessions. Created course descriptions and implemented website content through internal proprietary LMS
system. Project management of all phases of training course development processes.

MANAGERIAL: Leadership / Curriculum & Skills Analysis / Certification Planning
Develop/Deliver Presentations / Facilitation
Employee Engagement & Performance / Mentor / Change Agent
OPERATIONAL: Strategic Planning / Budgeting / Vendor Management
TECHNICAL: Learning Management System

AVAYA Learning Development, Coppell, TX (2009 2015)
Manager | Project Manager Training, Organization & Leadership Development
Managed training oversight, organization, and leadership development. Directed and coached 5 instructional
designers and contract staff. Demonstrated above average performance.
Developed and presented training strategic plan quarterly to key stakeholders for approval of
prioritization of 50+ projects and budgets up to $800K.
Wrote over 50+ training curriculum marketing collaterals per year, with distribution to global audience.
Exceeded training courseware and delivery customer satisfaction benchmark by improving overall ratings
from 4.0 to 4.2.
Contributed to streamlining Avaya learning policy and the learning solutions plan templates to reduce
development, review and approval cycle time over 30%.
Collaborated with 5 Global Delivery Managers and 8 Instructors on scheduling 50+ dry runs, pilots, and
training launches annually.
Created over 30 Global Business Cases annually to determine level of strategic impact, forecast of student
enrollments, and ROI over 3-year period.




Nortel Networks 1993 2000 | Outsourced to Global Knowledge 2000 2006| Repatriated to Nortel Networks 2006 - 2009

Global Training & Documentation Project Manager | Training Advisor

Played an integral role in Nortel Enterprise Solutions Training, Documentation, and Information Development by
planning, executing, and launch of training in accordance with deadlines and budgets.
Planned and implemented new contact center curriculum consisting of 7 new courses with end-of-course
assessment tests to support accreditation and delivered an on-time product launch.
Piloted development of new Sales curriculum by including Customers in the development cycle to ensure
content requirements. Delivered training on time with above average student ratings.
Created and delivered Curriculum Map training for 30+ internal staff on procedures for posting content to
company website.
Managed up to 12 instructional designers and contractors, and collaborated with instructors on validating
and launching over 30+ training courses annually.
Determined Business Case budgets for course development cost, resource costs, lab equipment and
licensing requirements, and delivery costs.
Executed the Nortel Certification program, coordinating deliverables for more than 75 certification exams,
and collaborating with 5 design managers and more than 40 designers.
Implemented a new Assessment Testing which replaced an obsolete tool, resulting in enhanced productivity
and more than $30K cost savings.

Education / Certification
Bachelor of Science, Sociology | University of Wisconsin Stevens Point, Wisconsin
Professional Training: PMP Certification Bootcamp 2015; multiple courses on Avaya and Nortel products
Nortel Certified Technology Specialist 2009-2011
Member: ATD Dallas Chapter, PMI Institute & Dallas Local Chapter
Network of Executive Women (NEW); National Association of Professional Women (NAPW)
Skills: Word, PowerPoint, Excel, Outlook, Learning Management System, SharePoint

Professional Development
Negotiations / Conflict Management / New Product Introduction
Unified Life Cycle Management Process (ULCMP) / Finance Demystified
Training and Documentation Standards / Tracking Recovery & ROI / Recognizing Conflicts of Interest
ISO 9000 Audit /Document and Record Control Processes
Records Management & Global Finance Data Governance (GFDG) / Protecting Company Trade Secrets