SUMMARY

• Developed training curricula for software training, supervisor development, soft skills, product releases, and leadership development
• Developed human resources department and standard operating procedures
• Facilitated company town hall meetings and wrote/design presentations for executives
• Established employee progressive action processes and training program for leaders
• Developed leadership training program focused on competency building and manager readiness development
• Developed and conducted new hire orientation programs
• Worked with various industries including call centers, scientific research, magazine, health/social services, leisure/travel, and insurance

SKILLS

• Dynamic and engaging facilitation presenter
• Experienced curricula developer
• Experienced instructional designer of blended adult learning activities
• Human Resources Generalist
• Full Life Cycle Recruiting experience for executive to entry level positions in various industries

PROFESSIONAL EXPERIENCE

Confidential

Content Developer Contractor

• Senior Training Content Developer for the MEDES Project for the Missouri Department of Social Services developing instructor-led training solutions for IBM Curam Technology.
• Create training content for various media: virtual training, e-learning and classroom training.
• Create training documents such as user manuals, technical user guides, and quick reference guides provide supporting course materials such as hands-on exercises and after-action evaluation reports.
• Collaborate with subject matter experts SMEs to design and implement training plans, curricula, learning resources, visual aids and presentations.
• Manage and control document creation and completion for a group or team within the project.
• Work with technical and non-technical staff to gather pertinent information and format it into usable written materials for training purposes.
• Independently edit all final documentation for usability, readability, logical flow, and technical accuracy.

Confidential

• Regional Trainer/Content Development 6mos Contract
• Regional Trainer for the NC FAST Project for the Department of Health and Human Services developing instructor-led learning solutions and eLearning courses in IBM Curam Technology.
• Conducted training classes throughout the state of North Carolina on new software application for Food and Nutrition Services, Medicaid, and other service programs.
• Worked with Applications leaders and subject matter experts to design and develop course materials, gather information, and learning management system maintenance.
• Participated in the course curriculum development, learning objectives, and hands-on scenario based exercises.
• Content development of job aides, web-based training, and classroom materials utilizing Adobe creative products.
• Delivered federal/state policy training on Medicaid and Food Nutrition programs.
• Provided technical/policy support for the NC Fast Customer Support /Help Desk department. Provided high-level research and resolution on incident tickets with technical and policy issues.

Confidential

Human Resources Trainer Contractor

• Facilitated ongoing human resources/call center/leadership training and development for client base in the North Carolina area.
• Worked with clients to develop a curriculum specific to their needs for leadership development, new hire orientation, federal and state required courses for health/social services non-profits, and human resources generalist functions.
• Conducted classes in interviewing skills, coaching teams, team development, effective team management, developing leaders, effective communications, and supervisory development.

Confidential

Director of Support Services

• Managed three departments including three managers and 17 support staff Human Resources/Recruiting, Training, and Quality Assurance
• Responsible for leading the group with dynamic strategies and practices to support the call center environment.
• Managed four trainers for multiple site locations.
• Developed and trained courses in software/technical training, leadership development, supervisory skills, coaching to skills, team building, diversity training, change management, disciplinary actions/improvement, and performance improvement.
• Developed several successful programs to exceed monthly metrics/KPIs, lead customer survey/satisfaction program with an 85 response rate/88 customer satisfaction rate, and dynamic blended learning curriculum for call center.
• Led recruiting efforts from executive to entry levels, compensation and benefits packages, established employee satisfaction/recognition program, handled employee disciplinary issues, complaints, and staffing issues. Work with all department leaders to establish standard operation procedures and reporting.
• Monthly training on new products and catalog items using web-based and classroom curricula.

Confidential

Manager of Learning and Development

• Designed and implemented the customer service training program for the reservation call centers for two locations.
• Led new hire training classes for agents including reinforcement and new product training programs Designed call center quality assurance program to ensure agents meet customer's expectations.
• Responsible for job coaching and support staff training for all property sites throughout the United States.
• Developed training manuals on propriety front desk software/technical application for property sites.

Confidential

Training Manager

• Designed, developed, and implemented training modules for managers/support staff in time management, diversity, coaching, leadership, communication skills, conflict resolution, and software applications.
• Served as quality assurance lead for program support positions.
• Responsible for one full-time trainer servicing over 400 staff members meeting contractual requirements for state and federal funding.
• Designed training programs for community programs to generate additional funding for programs.

Confidential

Training Manager

• Worked in the Operations department as Regional Trainer responsible for conducting ongoing training for all sales/service/claims representatives in the call center.
• Facilitated all new hire orientation classes, product releases, and soft skills training.
• Developed the nesting program in which I directly supervised new hires for their first 3 weeks on the phones.
• Developed and trained all aspects of training modules conflict management, leading teams, supervisor preparation, soft skills, performance improvement, and sales.
• Conducted train-the-trainer sessions.