Adanna Mc Alpin

MCALPIN ADANNA Learning & Development Program Manager E- - q https://www.linkedin.com/in/adanna-mcalpin-m-ed-6613b057/  Acworth, GA EXPERIENCE SUMMARY Learning & Development Program Manager LEARNING & DEVELOPMENT PROGRAM MANAGER Learning & Development Program Manager with over 13 years of expertise in stakeholder management, LMS administration, and quality assurance. Demonstrates a proven track record in enhancing customer satisfaction and driving performance improvements through innovative training materials and comprehensive development programs. Passionate about pioneering advanced learning strategies to foster continuous growth and excellence within organizations. Getaround 01/2024 - 02/2025 Remote • Orchestrated employee development initiatives, focusing on performance improvement, skill enhancement, and career advancement • Pioneered company wide compliance training, ensuring successful ISO audit preparation, and enhancing organizational standards • Champion DEI initiatives, leading affinity groups to foster an inclusive environment and improve representation across the organization • Drive organizational learning strategy, aligning leadership development with company goals and pioneering the company's first remote management training pathway • Analyze learning needs, design tailored programs, and measure impact to continuously improve L&D effectiveness and ROI Training & Quality Manager Getaround 11/2021 - 01/2024 Remote • • • • Spearheaded soft skills pathways, boosting CSAT from 57% to 80% Led cross-continental training project, achieving 80% driver satisfaction Pioneered a dynamic QA grading guide, enhancing agent skill assessment Developed comprehensive training materials aligned with evolving company needs • Orchestrated cross-continental training project, achieving high driver satisfaction and fostering global team cohesion • Created training material for all aspects of solutions development, from learning outlines to scripts, job aids, decision trees, lesson plans, storyboards, training content, and visualization/execution of lessons that are flexible and aligned with company needs • Created employee training and development initiatives with the goals of improving overall individual and company performance, developing skills and competencies, and further developing careers HR Training Manager Shaw Industries 10/2015 - 11/2021 Adairsville, GA • Pioneered an OJT program that slashed training time by 41%, revolutionizing efficiency and setting new industry standards for employee onboarding • Partnered with leadership to implement tailored initiatives, fostering a 17% boost in team performance and cultivating a culture of excellence • Optimized training programs, increasing production and reducing hours while maintaining quality • Streamlined training programs, optimizing production while reducing training time by 32%, ensuring a delicate balance between efficiency and quality maintenance • Managed LMS system, ensuring meticulous compliance with external regulations and company requirements for all training documentation • Crafted and executed comprehensive leadership development solutions, integrating FLDS, DISC, Target Selection, and high-performance hiring methodologies CERTIFICATION Soft skills training Adult Education and Training SKILLS Articulate 360 Needs Analysis Training Development Leadership Development Soft Skills Training Decision Trees CSAT LMS Administration Corporate Communications Onboarding Programs Electronic Learning Modules Learning Strategies Quality Assurance Stakeholder Management Storyboards Training Programs TRAINING / COURSES The Communication Mystery Solved The Art of Influencing Others: For Customer Service Agents Think Like a Leader: Critical Thinking for Frontline Agents Professional Writing EXPERIENCE KEY ACHIEVEMENTS Quality Assurance Performance Facilitator  Arise Virtual Solutions 11/2011 - 02/2014 Remote Led a successful webinar, “Inside Getaround’s Modern Coaching & Quality Strategies,” where I shared insights on Getaround’s innovative approaches to agent coaching and quality management. By introducing data-driven coaching conversations, I was able to enhance agent performance and cultivate a culture of customer service excellence rooted in both empathy and efficiency. I strengthened the relationship between team leads and frontline agents, ensuring alignment with Getaround’s core values while enabling agents to quickly adapt to dynamic customer needs. Additionally, I played a key role in building rapport with our BPO partners in the Philippines, utilizing active listening and effective communication strategies to improve both agent and customer experiences. • Pioneered virtual training methodologies, adapting to organizational learning needs • Implemented creative solutions to streamline Quality Assurance processes and documentation • Analyzed quality trends, providing recommendations that improved team performance metrics by 14% • Conducted virtual training sessions, reducing frontline agent talk time by 23 minutes • Spearheaded training projects, developing presentations for group and individual sessions • Managed Quality Assurance education, enhancing overall team efficiency and productivity • North Star Certified EDUCATION Bachelor of Science in Psychology The University of Phoenix 05/2014 - 10/2017 Location  Leadership Launchpad Developed and facilitated the “Leadership Launchpad” initiative at Getaround, where I provided strategic guidance and insights into leadership development. In this program, I shared best practices for building highperforming teams, fostering a culture of accountability, and empowering leaders to drive business results. By introducing datadriven coaching models and leadership frameworks, I helped strengthen the leadership pipeline and ensured alignment with Getaround’s organizational values. Additionally, I collaborated with senior leaders to design scalable training programs that enhanced leadership skills across the company, enabling leaders to adapt quickly to evolving business needs and lead with empathy and efficiency. • Final CGPA: 3.80 Master of Education: Adult Education and Training The University of Phoenix 01/2018 - 10/2019 Next-Level Agent Performance Inside Getaround's Modern Coaching & Quality Strategies Location • Final CGPA: 3.34 FIND ME ONLINE 7 Linkedin https://www.linkedin.com/in/adanna-mcalpinm-ed-6613b057/