Rachel Watson
Mississauga,ON
Summary
Purpose‑driven L&D specialist who translates complex systems into clear, front‑line training. I design and deliver blended learning (ILT, VILT, eLearning, OJT) with ADDIE and adult‑learning best practices, enable SMEs with Train the Trainer, and embed measurement using Kirkpatrick and a continuous improvement mindset. Known for partnering with stakeholders, coaching facilitators, and communicating with clarity to drive adoption and real‑world performance.
Overview
11
11
years of professional experience
5
5
Certification
Work History
Senior Manager, Continuous Improvement
Specialty Health Network By Shoppers Drug Mart
02.2025 - Current
- Built a 3 year continuous improvement training program for healthcare and supporting staff using eLearning, blended learning, and downloadable toolkits to sustain capability over time.
- Integrated process improvement principles into training modules; aligned learning outcomes to operational KPIs.
- Created a survey to assess continuous improvement knowledge and active projects; used the themes as a baseline for training.
- Met with stakeholders and operational leaders to confirm needs for CI training and process improvement. Compiled findings into a practical plan of action.
Manager, Learning and Development
Specialty Health Network By Shoppers Drug Mart
11.2021 - 02.2025
- Supported 600+ staff with blended programs; reduced time to proficiency by ~30% within 6 months.
- Created 20+ eLearning modules; redesigned frontline Patient Support Program onboarding, reducing time spent in training by 37% within 6 months.
- Standardized curricula used across 10 departments and specialty drug programs.
- Trained 8 Learning and Development specialists; built facilitator guides, initiative toolkits, and a Train the Trainer model to standardize SME delivery; coached facilitators for confident ILT and VILT sessions.
- Implemented a performance measurement plan and reported outcomes using the Kirkpatrick model; increased post training survey satisfaction to 92% and refined onboarding, training content, and SOPs.
- Implemented mandatory PSP compliance training, achieving a 98% assessment score on understanding PSP and healthcare regulations.
- Administered LMS content (SCORM/xAPI) and maintained accurate tracking and reporting in partnership with HR and business leaders.
- Supported operations departments with change enablement and training to prepare teams for new systems and procedures.
- Assessed employee skill gaps and developed targeted training interventions to close those gaps, improving overall performance levels.
National Trainer
Stikeman Elliott LLP
02.2019 - 11.2021
- Developed and facilitated ILT and eLearning for compliance, onboarding, and technology adoption; supported an LMS and DMS rollout to 600+ users in 3 offices.
- Supported the build of role based learning paths that reduced time to productivity by 25% .
- Partnered with subject matter experts in legal; captured administrative assistant and lawyer role tasks and produced job aids that cut post training errors.
- Enhanced training effectiveness by incorporating interactive learning strategies and multimedia presentations.
- Facilitated virtual, in-person and blended learning sessions.
Senior Learning Facilitator
Rogers Communications
04.2014 - 02.2019
- Delivered onboarding and escalation training to 100+ new hires and existing agents yearly. Increased first contact resolution and reduced escalations.
- Partnered with SMEs in operations, billing, and technical support to build role specific modules and job aids, reducing time to productivity.
- Facilitated virtual, in person, and blended sessions; maintained 98% L1/L2 results.
Education
Excellence in Educating Adults -
Seneca College
Toronto10.2021
Adult Education Certification -
Seneca College
Toronto, ON04.2016
B.A. - Political Science
York University
Toronto, ON10.2009
Skills
- Instructional Design (ADDIE/SAM)
- Articulate 360 (Storyline & Rise)
- LMS Systems (Workday, Moodle, SCORM/xAPI)
- AI & Adaptive Learning Tools
- Share Point\
- Knowledge Management
- Project Management
- Needs assessment
- Learning analytics and ROI
- Strategic planning
- Cross-functional collaboration
- Cross-functional team coordination
Certification
- Adult Education
- AI & Machine Learning
- AI Prompt Engineering
- Lean Six Sigma Green Belt
Timeline
Senior Manager, Continuous Improvement
Specialty Health Network By Shoppers Drug Mart
02.2025 - Current
Manager, Learning and Development
Specialty Health Network By Shoppers Drug Mart
11.2021 - 02.2025
National Trainer
Stikeman Elliott LLP
02.2019 - 11.2021
Senior Learning Facilitator
Rogers Communications
04.2014 - 02.2019
Excellence in Educating Adults -
Seneca College
Adult Education Certification -
Seneca College
B.A. - Political Science
York University
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