Dr. Christopher Janney, PHD

Owner 

• Originally an idea for a consulting startup, the organization is now being used as a project to create a community-focused non-profit

Current Project: Training Developer, Training Environment/Data Analysis, Testing, & Quality Assurance Lead (1/2015 - Present)

• Lead for the generation and testing of scenario data for training in the TRN Dev, TRN Staging, SIT1, and UAT environments, including documentation and follow-up on identified issues.
• Training/implementation team SME for the system, and a key team member for client process knowledge within 6 months.
• Key member in preparing training and data for UAT testers consisting of multiple levels within the client, and an external vendor
• Documentation and tracking of system issues, lesson/system errors/misalignments, follow up items with Tech/App Team Track Leads, and other issues identified through review, analysis, and testing.
• Facilitation of mind-mapping sessions leading to the creation of scenario maps to support client learning programs, leading to reduction of overall required scenario design and development by more than 40%
• Research of systems designs and business process requirements for alignment and creation of training system data, including data for training scenarios
• Review of instructional materials for style, voice, grammar, and content
• Partnering with another team member to refine themes and templates for client materials using Microsoft Office products
• Recording of meeting minutes and action items used to follow up after monthly client meetings
• Ownership of QA for training development, including design and development of QA checklist and processes for materials in partnership with another Human Capital Consultant.

Previous projects:

Organizational Change Management and Communications Lead (7/2014 - 1/2015)

• Creation and management of regular communications products for the client such as newsletters, announcements, and drafted messaging
• Identification of opportunities for improvement in communications and organizational change management
• Design and develop organizational change readiness assessments
• Assist with training effectiveness assessment

• Lead the Learning & Development component, including tracking and development, in assistance of achieving TSIA Rated Outstanding Assisted Service
• Reduced time to proficiency for Technical CustomerService roles from 6-12 months to 30-60 days
• Reduced time to proficiency for DDoS Engineers from 6-12+ months to 30-60 days
• Performing analysis of product and process training related to technical customer service program
• Design of standardized templates for Customer Operations training and QRG's
• Management, ownership, creation, design, development, and delivery of Universal New Hire Training program for overall Customer Operations organization, including breakout programs for 24x7 Technical Customer Service representatives covering over 30 products and 24x7 Network/Cyber Security Engineers
• Design and development of mentor, QA, and measurement and evaluation programs for 24x7 Network/ Cyber Security Engineering team
• Ongoing design and development of product and system training for Customer Operations
• Coordination, management, tracking, organization, and facilitation of all training programs and briefings, both internal and external
• Design and coordination of templates for multiple programs including tracking forms and design templates for briefings and other communications
• Assist with improving communications inter-and intra-workgroup
• Task and job analysis, and related design and development of roles and responsibilities as related to team and organizational performance
• Consulting, design, and development related to external, customer facing educational services
• Consulting on design, development, and roll-out of data retention program including roles and responsibilities, educational components, resources, and communications

• Identification of available technologies for process improvement
• Analysis and engineering/re-engineering of business processes-Influencing and guiding business leaders and owner through the change process
• Assisting with defining the business plan and selecting the structure for a growing independent marketing organization
• Providing executive coaching for the business leaders
• Assisting with identification and definition of roles and responsibilities

• Training and instructing to US Patent and Trade Office employees on proprietary software(stand-up facilitation and through webinar)
• Training and instructing USPTO employees on setting up equipment for at-home office for teleworking as well as necessary software and other programs(stand-up facilitation and through webinar)
• Providing chat room, hotline, and desk-side tech support to USPTO employees in relation to trained programs
• Instructional design of technical QRG's, classroom, and CBT material
• Support role on WebEx beta user team providing beta testing, training, and technical support to end users, testers, and peers

• Collecting data during client interactions for analysis and synthesis for clients such as UPS
• Design and development of instructional courses and material for clients such as KPMG
• Synthesis of methods and tools to provide guidance and solution to clients
• Sophistication of tools and solutions provided by clients
• Researching and analyzing options to create customized solutions
• Assisting in connecting learning strategically in organizations through building corporate universities and learning programs, guiding learning leaders, and developing materials

• Needs/Gap Analysis
• Process Mapping
• Training
• Communications Infrastructure
• Instructional Systems Design
• Change Management
• Human Performance Improvement

• Proactive leadership and engaged development of a team of 4 trainers in support of 425 associates of all levels from front-line to Director
• Intense partnership and collaboration with the Area Director of Operations to meet market needs for training including creation and management of regional training materials programs and workshops
• Intense partnership and collaboration with the Client liaison to ensure efficient and effective completion of training initiatives as assigned
• Talent management within market
• Focused internal business consulting for success and organizational development
• Creating and maintaining monthly training budget for the market
• Compiling training data and completing reports monthly for the Client and for internal operational counterparts for planning and analysis of training ROI
• Strategic business planning in conjunction with Training Manger team, Training, and Senior Director of Training, HR, and Recruiting regularly to evaluate and adjust training to the needs of the business currently and anticipated future needs
• Curriculum development and evaluation
• Researching, communicating, and negotiating with external vendors of training and proposing information on new training programs to cross-functional teams and directors for implementation 

• Management and execution of the training of 287+ employees of Regional Management, Area Management, and store employees
• Passionate performance of stand-up facilitation in a classroom environment, as well as one-on-one training onsite in retail locations
• Internal business consulting
• Career development
• Topics covered range from technical training of wireless communication devices, software, POS systems and tracking systems and MS Office applications, to soft skills training of customer service, interaction skills, communication, leadership, sales, stress management, time management, coaching, etc.
• Also a member of multiple project teams, including project manager for 5 projects in two years.-Projects covering multiple topics to include new hire program, organizational change, change management, rewards and recognition, process analysis, material analysis, and material creation/review

• Daily customer service interactions face-to-face with customers in a retail environment while providing technical services for Verizon Wireless involving troubleshooting cellular phones, conducting software upgrades, sales of accessories, maintaining customers accounts, maintaining customer satisfaction, diffusing escalations, assisting customers with selecting the best choices of equipment as well as educating customers on the equipment and plans
• Assisting tech team manager with daily functionality of the tech department to include scheduling, reporting of daily numbers, client relationship management, coaching, and development of associates

• Conducting training related to inventory control system and inventory equipment(RF scanners, etc.)
• Daily communication throughout the warehouse with multiple different departments and all levels of management
• Assisting with accomplishment of projects (personal as well as group and departmental)
• Reaching deadlines for shipping large store orders
• Taking inventory of product in the stock area.-Running and verifying reports and all other assigned duties