Objective
Obtain the necessary knowledge to ensure complete understanding of company structure, direction and mission statement. Maintain ability to respond to a rapidly changing business environment as a management level employee.

Summary of Qualifications

• 15 Years Training And Development
• 15 Years Customer Service/HR, Resource Management
• 15 Years Project Coordinator Experience/ Effective Conflict & Resolution Skills
• 15 Years Quality Control, ISO
• 10 Years Payroll Experience
• Superior Interpersonal, Verbal, Written, Communication, PC, and office equipment Skills

Experience

Confidential,Colorado Springs, Co
Training/Quality Manager 11/2003-09/2012
Site administrator for training and quality systems & database. Schedule trainings and secure training sites. Supervise registration lists, confirmation letters to trainees and trainers. Develop/revise and keep current all training manuals and materials. Supervise assembly of all training manuals and materials. Train new hires, agents, supervisors and conduct train the trainer sessions when required. Assist with site set-up and break-down. Performs trend analysis and makes recommendation for quality improvements. Develops and conducts quality-related training. Analyze individual, team and program/account performance on a regular basis to perform root cause analysis and develop corrective action plans. Report performance metrics to manager’s, clients and employees; daily, weekly and monthly. Provide accurate, timely, and professional written, statistical and verbal reports to management for historical, current status, and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating,) Gathers and enters quality assurance information in accordance with established procedures to ensure quality service.Communicate regularly with upper management regarding performance and areas that are out of compliance with contractual agreements. Work with Clients to determine their training needs. Deliver technical training designed to improve the knowledge & skills of Clients in conjunction with their specified requirements. Support, debrief and offer feedback to presenters, coaches, role-players and trainees as needed.

Confidential, San Angelo, TX
Resource/Training Manager 7/1998-11/2003
Manage department supervisors, QA trainers and agents. Responsible for assessing and reporting training effectiveness to upper management. Determine the impact of training on employee skills as well as assessing how it affects key performance indicators. Collect and report data findings on quality and productivity to identify concerns to insure compliance standards are met throughout the company. Prepare a Project Quality Plan as required for each project. Develop curriculums, agendas, materials, and assessments for Client Training courses. Update training manuals, participant guides, instructor guides and any test involved. Responsible for refresher training and skills improvements based on QA results. Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans. Analyze quality/training and productivity to forecast trends, evaluate a quality and productivity strategy, based on knowledge of data. Provide goals and objectives in relation to company standards and business plan. Analyze, interpret reports and performance statistics to remain in line with allotted budget. Assist with the compilation of procedures for quality, manuals and reports for management. Assist in the continual improvement/corrective action of non conformances. Maintain proper quality control and training records for every project in compliance to the requirements as per company procedure and the quality and training manual. Additionally responsible for preparation and facilitation of training courses both live and on-line and/or other interventions for employees to include the design of instructional materials for training designs and participant materials. Organize and develop training procedure manuals and guides and course materials such as handouts and visual materials.

Confidential,San Angelo, TX
Payroll Administrator7/1988-7/1998
Local payroll administrator for West Texas region. Submit payroll for 900-1300 employees. Maintain vacation and personal holiday schedules for employees. Review corrections and submit required documentation prior to payroll deadline. Coordinates daily work activities and assigns work; organizes and prioritizes department workload; monitors status of work in progress; and inspects completed work. Works closely with Manager to assist internal and external auditors during audit process by providing documents, reports and other payroll-related reports upon request; implements procedural changes recommended by auditors. Review and report employee daily attendance records, calculate total exception hours (overtime, no pay, shift differential, etc.) and process online payroll for exception time reporting (career) employees. Report total hours worked and processes online payroll for positive time (bi-weekly - casual and student) employees. Maintain and audit monthly and year-to-date total hours worked; determine eligibility for sick and vacation leave and holiday pay of union and non-union personnel. Maintain confidentiality of payroll and personnel information contained in employee records. Research, interpret, explain and advise on payroll/timekeeping policies and procedures; multiple bargaining unit contracts and personnel programs. Resolve issues and questions as necessary. Work closely with department HR coordinators, workers compensation, benefits and payroll in the proper accounting and reporting of timekeeping issues related to employee workers comp and disability income claims.

Education

Bachelor of Science Business Management
Master of Science Administration