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Phillip Alexander Tanzilo, MBA, MHRM, CPLPTM San Diego, California 92103  619.795.1730 primary  619.723.3443 alternate  phialta@aol.com Organizational Strategist:  Talent, Learning and Operations Leader/Partner Dynamic, results-focused professional with 15 years of experience spearheading performance and process improvement strategies, leading high-performing teams, developing people that flawlessly execute and deliver results and building innovative programs across a variety of verticals and industries.  Proficient in designing, managing and facilitating innovative changes and initiatives companywide.  Programs maximize profits and ROI; consistently delivering quality results within budget and time constraints.  Passionate, flexible, consultative leader and communicator who excels in conducting high-impact presentations to all levels of the organization in multiple locations. Built and led teams with limited budgets and budgets in excess of $1M to create and deliver blended classroom, audio, video and computer based learning programs and a Learning Management System (LMS) tool for 1M people internationally. Led development of award winning bilingual performance management program which included developing leadership competency model and balanced scorecard, improved overall operational excellence and increased productivity by 25 percent. Participated on international team that outlined body of knowledge, developed exam questions and educated business leaders on Certified Professional in Learning and Performance (CPLP) for performance improvement and training profession.  Core Competencies: Needs Analysis Project ManagementInstructional DesignFinancial AnalysisPerformance ManagementTeam BuildingTechnical WritingDelivering TrainingReturn on InvestmentCustomer ServiceOperations & LogisticsStrategic PlanningStaffing & RetentionCoaching & MentoringLearning Technology PROFESSIONAL EXPERIENCE Analysis:  Needs analysis, gap analysis, financial analysis Assessed organizational needs through surveys, interviews with employees, focus groups or consultation with managers, and front-line customer representatives that identified performance gaps based on projected production processes, changes and other factors. Reviewed financial statements, sales and activity reports, and other performance data that measured productivity and goal achievement and helped determine areas needing cost reduction and program improvement.  Analyzed performance and training needs to develop new processes, programs or modify and improve existing ones. Benchmarked knowledge, skills and abilities and identified critical roles as part of talent development, selection and performance feedback strategy. Project Management:  Design, development and implementation Recommended solutions to mitigate risk and improve efficiency to project implementation and critical path. Consulted with organizational stakeholders at all levels to develop training plan applying sound instructional design to develop and deliver SAP end-user curriculum and deliver training within scope of the project charter for SAP R/3 MM, BW, HR, SD, CO, FI, and AM modules. Designed and implemented specific performance interventions that consistently helped people and teams maintain and improve job skills and effectiveness. Coordinated internal and outsourced vendor team to manage revisions to Integrated Voice Recognition (IVR) and bill payment system, which supported over 1 million customers. Designed, developed and delivered call center operations and field sales training curriculum that improved sales and warehouse efficiency yielding a 453% return on investment. Designed and developed training manuals, multimedia visual aids, and other educational materials using a variety of technologies.  Designed, planned, organized and directed orientation and training for managers, employees and external customers.  Planned, developed and provided training and staff development programs, using approiate delivery methods including webinars, classroom training, demonstrations, on-the-job training (OJT), meetings, conferences, and workshops. Evaluation:  Assessment and follow-up Consulted stakeholders to develop performance interventions that improved customer service levels by 20 percent and developed web-based eLearning tools for customers that reduced call center support calls by 8 percent. Developed assessment and evaluation procedures. Monitored, evaluated and recorded business activities and program effectiveness. Developed alternative interventions and/or delivery methods when expected improvements were not trending as forecasted. Selected, delivered Train-the-Trainer (T3) and assigned instructors to conduct training. Prepared reports to track and monitor expenditures which consistently kept programs within budget. Designed, facilitated and evaluated instructor performance and the effectiveness of programs, provided recommendations for improvement. Leadership: Communication and Delegation Provided regular communication with key stakeholders (including user management and change management) on schedule and success measures, identified risks and proposed solutions to ensure all priority roles were trained by Go-Live.   Managed multiple functions including training, IT, and product development; supported human resources on sensitive issues. Directed and coordinated organization's financial and budget activities to fund operations, maximize investments, and increase efficiency. Led team activities and scheduled directly related to product development and providing services. Determined staffing requirements, and interviewed, hired and trained new employees. Coached and mentored instructors and supervisors in techniques and skills for training and dealing with employees. Conducted ongoing technical training, personal development classes and coaching for team members. Presented information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos and lectures. Established and implemented departmental policies, goals, objectives, and procedures and conferred with organizational stakeholders. WORK HISTORY Principal / Performance Consultant, Transformational Leadership Strategies, San Diego, CA2006 to present National Advisor, American Society for Training and Development (ASTD), Alexandria, VA2004 to present Training Project Manager, CACI, Consulting, San Diego, CA2008 to 2009 Director of Training and Product Development, OneCoach International, San Diego, CA2006 to 2007 Corporate HR Training Manager, Lawrence Welk Resort Group, Escondido, CA2004 to 2006 Customer Operations Manager (Headquarters), Cricket Communications, San Diego, CA 2000 to 2004  SUPPORTING CREDENTIALS Computer / Technical Skills Social Networking:  Facebook, Twitter, Second Life, LinkedIn, Skype, NetMeeting, Go to Meeting, WebEx, MS Outlook, Ning Development Tools:  Saba LMS, Visual Communicator, Photoshop, Captivate, Authorware, SnagIt, Mikogo Other Applications:  Sugar CRM, Goldmine CRM, Visio, MS Project, MS Word, MS Excel, MS PowerPoint, MS Access, SAP, SAP Learning Solution, Lotus Notes, ERP Academic Masters of Business Administration (MBA), Keller Management School of Business, San Diego, CA Masters of Human Resource Management (MHRM), Keller Management School of Business, San Diego, CA Bachelor of Business Administration, Campbell University, Raleigh, NC Certifications Certified Professional in Learning and Performance (CPLPTM), American Society for Training and Development DISC Certified Instructor, San Diego, CA Sexual Harassment in the Workplace for Managers, American Hotel and Lodging Association (AH&LA), San Diego, CA CompTIA A+ Certification, Los Angeles, CA Leadership Innovation, Disney, Washington, DC Project Management Professional (PMP) Foundation Workshop, Project Management Institute, San Diego, CA Emotional Intelligence and Performance Management, Talent Smart, San Diego, CA Analyzing Human Performance Improvement (HPI)-Certificate, American Society for Training and Development Curriculum for Living, Wisdom Programs, Landmark Education, San Diego, CA Professional Organizations Organizational Development Network (ODNet)  American Society for Training and Development (ASTD)  American Hotel and Lodging Association (AH&LA)  International Society for Performance Improvement (ISPI)  San Diego Professional Coaches Alliance (SDPCA)  International Coaching Federation (ICF)  Toastmasters  Project Management Institute (PMI)  Publications Listed in Who’s Who Among American Colleges and Universities Co-authoring book with Rita Bailey, former Vice President of Learning, Southwest Airlines, Leadership Valor: Passing the Executive Baton
P Tanzilo Resume 012410 Rev

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P Tanzilo Resume 012410 Rev

  • 1. Phillip Alexander Tanzilo, MBA, MHRM, CPLPTM San Diego, California 92103 619.795.1730 primary 619.723.3443 alternate phialta@aol.com Organizational Strategist: Talent, Learning and Operations Leader/Partner Dynamic, results-focused professional with 15 years of experience spearheading performance and process improvement strategies, leading high-performing teams, developing people that flawlessly execute and deliver results and building innovative programs across a variety of verticals and industries. Proficient in designing, managing and facilitating innovative changes and initiatives companywide. Programs maximize profits and ROI; consistently delivering quality results within budget and time constraints. Passionate, flexible, consultative leader and communicator who excels in conducting high-impact presentations to all levels of the organization in multiple locations. Built and led teams with limited budgets and budgets in excess of $1M to create and deliver blended classroom, audio, video and computer based learning programs and a Learning Management System (LMS) tool for 1M people internationally. Led development of award winning bilingual performance management program which included developing leadership competency model and balanced scorecard, improved overall operational excellence and increased productivity by 25 percent. Participated on international team that outlined body of knowledge, developed exam questions and educated business leaders on Certified Professional in Learning and Performance (CPLP) for performance improvement and training profession.  Core Competencies: Needs Analysis Project ManagementInstructional DesignFinancial AnalysisPerformance ManagementTeam BuildingTechnical WritingDelivering TrainingReturn on InvestmentCustomer ServiceOperations & LogisticsStrategic PlanningStaffing & RetentionCoaching & MentoringLearning Technology PROFESSIONAL EXPERIENCE Analysis: Needs analysis, gap analysis, financial analysis Assessed organizational needs through surveys, interviews with employees, focus groups or consultation with managers, and front-line customer representatives that identified performance gaps based on projected production processes, changes and other factors. Reviewed financial statements, sales and activity reports, and other performance data that measured productivity and goal achievement and helped determine areas needing cost reduction and program improvement. Analyzed performance and training needs to develop new processes, programs or modify and improve existing ones. Benchmarked knowledge, skills and abilities and identified critical roles as part of talent development, selection and performance feedback strategy. Project Management: Design, development and implementation Recommended solutions to mitigate risk and improve efficiency to project implementation and critical path. Consulted with organizational stakeholders at all levels to develop training plan applying sound instructional design to develop and deliver SAP end-user curriculum and deliver training within scope of the project charter for SAP R/3 MM, BW, HR, SD, CO, FI, and AM modules. Designed and implemented specific performance interventions that consistently helped people and teams maintain and improve job skills and effectiveness. Coordinated internal and outsourced vendor team to manage revisions to Integrated Voice Recognition (IVR) and bill payment system, which supported over 1 million customers. Designed, developed and delivered call center operations and field sales training curriculum that improved sales and warehouse efficiency yielding a 453% return on investment. Designed and developed training manuals, multimedia visual aids, and other educational materials using a variety of technologies. Designed, planned, organized and directed orientation and training for managers, employees and external customers. Planned, developed and provided training and staff development programs, using approiate delivery methods including webinars, classroom training, demonstrations, on-the-job training (OJT), meetings, conferences, and workshops. Evaluation: Assessment and follow-up Consulted stakeholders to develop performance interventions that improved customer service levels by 20 percent and developed web-based eLearning tools for customers that reduced call center support calls by 8 percent. Developed assessment and evaluation procedures. Monitored, evaluated and recorded business activities and program effectiveness. Developed alternative interventions and/or delivery methods when expected improvements were not trending as forecasted. Selected, delivered Train-the-Trainer (T3) and assigned instructors to conduct training. Prepared reports to track and monitor expenditures which consistently kept programs within budget. Designed, facilitated and evaluated instructor performance and the effectiveness of programs, provided recommendations for improvement. Leadership: Communication and Delegation Provided regular communication with key stakeholders (including user management and change management) on schedule and success measures, identified risks and proposed solutions to ensure all priority roles were trained by Go-Live. Managed multiple functions including training, IT, and product development; supported human resources on sensitive issues. Directed and coordinated organization's financial and budget activities to fund operations, maximize investments, and increase efficiency. Led team activities and scheduled directly related to product development and providing services. Determined staffing requirements, and interviewed, hired and trained new employees. Coached and mentored instructors and supervisors in techniques and skills for training and dealing with employees. Conducted ongoing technical training, personal development classes and coaching for team members. Presented information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos and lectures. Established and implemented departmental policies, goals, objectives, and procedures and conferred with organizational stakeholders. WORK HISTORY Principal / Performance Consultant, Transformational Leadership Strategies, San Diego, CA2006 to present National Advisor, American Society for Training and Development (ASTD), Alexandria, VA2004 to present Training Project Manager, CACI, Consulting, San Diego, CA2008 to 2009 Director of Training and Product Development, OneCoach International, San Diego, CA2006 to 2007 Corporate HR Training Manager, Lawrence Welk Resort Group, Escondido, CA2004 to 2006 Customer Operations Manager (Headquarters), Cricket Communications, San Diego, CA 2000 to 2004 SUPPORTING CREDENTIALS Computer / Technical Skills Social Networking: Facebook, Twitter, Second Life, LinkedIn, Skype, NetMeeting, Go to Meeting, WebEx, MS Outlook, Ning Development Tools: Saba LMS, Visual Communicator, Photoshop, Captivate, Authorware, SnagIt, Mikogo Other Applications: Sugar CRM, Goldmine CRM, Visio, MS Project, MS Word, MS Excel, MS PowerPoint, MS Access, SAP, SAP Learning Solution, Lotus Notes, ERP Academic Masters of Business Administration (MBA), Keller Management School of Business, San Diego, CA Masters of Human Resource Management (MHRM), Keller Management School of Business, San Diego, CA Bachelor of Business Administration, Campbell University, Raleigh, NC Certifications Certified Professional in Learning and Performance (CPLPTM), American Society for Training and Development DISC Certified Instructor, San Diego, CA Sexual Harassment in the Workplace for Managers, American Hotel and Lodging Association (AH&LA), San Diego, CA CompTIA A+ Certification, Los Angeles, CA Leadership Innovation, Disney, Washington, DC Project Management Professional (PMP) Foundation Workshop, Project Management Institute, San Diego, CA Emotional Intelligence and Performance Management, Talent Smart, San Diego, CA Analyzing Human Performance Improvement (HPI)-Certificate, American Society for Training and Development Curriculum for Living, Wisdom Programs, Landmark Education, San Diego, CA Professional Organizations Organizational Development Network (ODNet) American Society for Training and Development (ASTD) American Hotel and Lodging Association (AH&LA) International Society for Performance Improvement (ISPI) San Diego Professional Coaches Alliance (SDPCA) International Coaching Federation (ICF) Toastmasters Project Management Institute (PMI) Publications Listed in Who’s Who Among American Colleges and Universities Co-authoring book with Rita Bailey, former Vice President of Learning, Southwest Airlines, Leadership Valor: Passing the Executive Baton