DAMON YOUNGLOVE
Edmonton,AB
Summary
Results-oriented Learning & Development Specialist with 14 years of experience in identifying performance gaps and implementing targeted solutions to enhance operational efficiency and customer outcomes. Skilled in developing high-impact learning strategies through instructional design and performance consulting. Demonstrated success in leading enterprise initiatives that optimize workforce performance in complex operational environments.
Overview
18
18
years of professional experience
Work History
Learning Specialist
TELUS Communications
01.2011 - 01.2025
- Designed and delivered blended learning solutions (ILT, VILT, eLearning) aligned to business objectives, increasing engagement and on-the-job performance.
- Led enterprise initiatives, including: Development of a KPI-driven microlearning refresher program (AHT, FCR, transfers, repeats, sales) to sustain post-training performance.
- Delivered scalable, cross-campus learning solutions across TCAN and TI locations, ensuring consistency in delivery and learner experience.
- Mentored Learning Specialists and facilitators, strengthening team capability and delivery standards.
- Partnered with stakeholders to diagnose performance gaps and deliver targeted solutions, enhancing operational performance and customer outcomes.
- Conducted root cause analysis to inform interventions beyond training, including job aids, process improvements, and knowledge tools.
- Executed end-to-end project management, aligning stakeholders, mitigating risks, and ensuring on-time delivery.
- Creation of a standardized SOP library and AI-enabled knowledge tool to streamline access to information and SMEs.
- Managed curriculum within LMS and Microsoft SharePoint, ensuring accuracy, accessibility, and version control.
- Created executive-level reports and insights that facilitated data-driven decision-making.
- Ensured compliance with Bill 96 across training content, mitigating regulatory risk.
- Unsung Hero Award recipient (recognized for significant team impact)
Technical Support Representative
TELUS Communications
01.2008 - 01.2011
- Resolved complex customer issues across Home Phone, ADSL, and TV services, improving customer satisfaction and reducing repeat contacts.
- Coached peers at leadership request, enhancing service delivery consistency and team performance.
- Supported design and rollout of Essentials/Solutions pilot, facilitating process development and implementation.
- Received recognition as a 4× Leading Stars Award recipient for exceptional performance in the top 10% of the team.
Adjudicator
Workers' Compensation Board - Alberta
01.2007 - 01.2008
- Evaluated claims for workers' compensation benefits following established guidelines.
- Reviewed medical documentation to assess eligibility for compensation.
- Coordinated medical and employer processes to ensure regulatory compliance, enhancing the integrity of claims management.
- Conducted policy-driven claim investigations, facilitating informed decision-making through effective stakeholder communications.
- Communicated with claimants to gather necessary information for decision-making.
Education
Bachelor of Arts - Psychology
Concordia University College of Alberta
Certificate - Adult Learning
Metro College
Project Management Training Series - Project Management Fundamentals, Leadership & Communication, Schedule & Cost Control
Global Knowledge
Skills
- Instructional Design (ADDIE, Blended Learning)
- Facilitation (ILT, VILT, eLearning)
- KPI-Driven Learning Strategy (AHT, FCR, Sales)
- Performance Consulting & Needs Analysis
- Training Needs Assessment
- Project & Stakeholder Management
- Change Management
- Business Analysis & Process Improvement
- Knowledge Management & SOP Development
- LMS Administration & Content Governance
Education And Professional Development
- Bachelor of Arts, Psychology, Concordia University College of Alberta
- Adult Learning, Metro College
- Project Management Training Series, Global Knowledge, Project Management Fundamentals, Leadership & Communication, Schedule & Cost Control
Timeline
Learning Specialist
TELUS Communications
01.2011 - 01.2025
Technical Support Representative
TELUS Communications
01.2008 - 01.2011
Adjudicator
Workers' Compensation Board - Alberta
01.2007 - 01.2008
Bachelor of Arts - Psychology
Concordia University College of Alberta
Certificate - Adult Learning
Metro College
Project Management Training Series - Project Management Fundamentals, Leadership & Communication, Schedule & Cost Control
Global Knowledge