Professional Summary
Proven enablement leader with 20+ years of experience delivering high-value learning solutions to accelerate workforce capabilities and transform revenue. Skilled at partnering with stakeholders to align learning investments with strategic priorities. Seeking opportunity with a global company to build an innovative and agile enablement function as a value center that delivers measurable outcomes.

Key Accomplishments

Drove 40% faster prospect conversion, 12% sales growth and 85% member retention rate by leading national Salesforce CRM go-live sales training and change management programs
Exceeded launch-year sales targets by 45% and generated 35K new enrollments by delivering scalable GTM, onboarding, sales effectiveness, consultative selling, and product training for 10K contact center agents across 4 national eBroker partners
Empowered 31K sales agents and brokers to exceed sales targets by 29%, generating 68K enrollments in the first year of the UnitedHealth Medicare Part D product launch through sales and compliance training programs
Exceeded expectations of workforce readiness and system adoption for global SAP implementations at Amgen, Genentech, Levi Strauss & Co., and Applied Materials, mobilizing hundreds of employees across manufacturing, finance, and supply chain functions
Accelerated speed to proficiency of 1,500 Cisco Systems tier 1-3 technical support engineers for 17 rapid product acquisitions by developing on-demand learning, configuration simulations, and knowledge resources
Achieved 98% mission availability at peak operational tempo for Northrop Grumman Global Hawk communication node providing 24/7 relay coverage by deploying secure laptop based knowledge management application to support rapid and efficient maintenance, operations and troubleshooting procedures for field deployed technical staff.

UC Davis Health – Patient Services
Director, Training and Quality | 2023 – Present

Enable $3.1B in front-end revenue cycle performance through effective enablement, change and knowledge management programs to support 235 contact center staff conducting 1.7M annual interactions
Partner with clinical, technical, and operational leaders to identify capability gaps and align learning, performance, and quality programs to increase patient throughput efficiency, denials reduction and maximize healthcare provider utilization
Accelerate new-hire proficiency by reducing training duration 17%, expanding on-demand learning resources 30%, and implementing team-specific learning paths and structured supervisor handoffs for 20 new hires monthly while maintaining revenue integrity with sub 1% payer denial rate
Improve customer experience by strengthening quality assurance, performance monitoring, and coaching programs, increasing quality scores from 82% to 89% and improving NPS to 3.98%
Optimize patient access and workflow accuracy across 7K daily interactions supported by effective knowledge base administration and curation of 6K+ specialty-specific resources used daily by 500+ staff, with 5K monthly views and continuous content updates
Lead a team of 13 instructional designers, trainers, quality and customer service analysts, delivering scalable learning, coaching, quality, and performance programs

Kaiser Permanente – National Medicare Sales
Director, Strategic Initiatives | 2020 – 2022
Director, Learning & Development | 2016 – 2020
Senior Manager, Contact Center Operations | 2010 – 2016

Led national Medicare DTC sales and service enablement and change management driving $20B in annual revenue with membership growth from 1.1M to 1.8M across customer segments and channels
Developed high-performing sales and service teams across 8 regions through roles-based learning paths, blended learning solutions and GTM readiness programs for 125 field sales staff, 260 contact center staff
Partnered with executive sales, marketing, and business leaders to align learning and enablement with growth strategy, customer acquisition, retention objectives, contributing to 85% member retention and improved campaign conversion
Drove learning technology and knowledge management, building national sales enablement and knowledge platforms, Salesforce training, and digital resources to accelerate adoption, strengthen GTM readiness, and improve sales execution
Measured learning and enablement effectiveness through performance reporting, conversion, retention, campaign effectiveness, and enrollment analytics, leveraging insights to continuously optimize programs
Led a team of 18 learning consultants, instructional designers, trainers, learning administrators, sales operations analysts, delivering scalable learning programs across national sales and contact center organizations

Hubal Consulting LLC

Senior SAP Training Consultant | 2003 – 2010

Partnered with stakeholders across Fortune 500 clients including Amgen, Genentech, Levi Strauss, and Applied Materials to develop and deliver enablement and documentation programs for SAP deployments
Led training strategy, curriculum development, and change management to support project go-lives across multiple sites and multiple audiences
Conducted needs assessment, training design, delivery for ILT and on-demand training, knowledge resources and SOPs to support go-lives
Produced training delivery schedules, managed LMS administration, assessment and completion reporting to ensure completion of training programs

Juniper Networks
Training Program Manager, Worldwide Customer Success | 2001 – 2002

Led global digital learning, delivering video, eLearning, webinars, and virtual training across Juniper products and OS
Developed role-based learning paths and technical courses for Juniper optical router installation, troubleshooting, and configuration
Implemented eLearning automation and designed the training knowledge base, streamlining on-demand content development, localization, captioning, and documentation

Cisco Systems

Training Project Manager, GTAC | 1998 – 2001

Developed global technical training programs for 1.5K Tier 1–3 support engineers across hardware and IOS products, including routing, switching, and firewall technologies
Managed digital learning and onboarding programs, delivering eLearning, on-demand, virtual classroom, webinars, labs, and technical content for new hire, product introduction modules
Led learning technology and knowledge management and content development for interactive CCNA/CCNP/CCIE certification simulations

Education & Certifications

AWS Certified AI Practitioner - 2025
AWS Certified Cloud Practitioner - 2024
Patient Access Collaborative - Member – 2023 - Present
Kaiser Permanente Accelerated Leadership Program – 2020
B.S. Organizational Leadership – Jessup University - 2018