US Army Instructor who achieves and exceeds targets and goals by implementing strategies that will improve staff performance, efficiency and morale. Also motivated to improve organization and employee performance by creating an environment of mutual respect, trust, consensus-building and accountability. Team-oriented Training and Development Coordinator who efficiently develops training processes and procedures for soldiers. Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design. Team-oriented self-starter bringing 10 years in training, staff development, management and human resources. Exceptional communication, analytical and organizational skills.
Training solutions development
Adult learning theories
Customer Service Representative02/2008
to 02/2009 Vangent – Chester,
Provided support via the telephone and or Internet to respond to customer inquiries and resolved routine issues.
Assisted with side-by-side mentoring for new employees during training and after training as needed.
Maintained a current understanding of the CFPB standard operating procedures, processes and program policies as provided during training.
Utilized scripts, standard operating procedures, and training materials to respond to CFPB inquiries in a courteous, timely and professional manner.
Provided accurate responses and documentation of inquiries and complaints from CFPB consumers.
Adhered to the Privacy Act as it relates to the confidentiality of information received.
Continually looked for and suggest process improvements, which benefited Vangent and our customers (internal and external).
Report problems that occur and assist with resolution.
Adhered to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics.
Received and gave constructive feedback on quality and performance measures.
Performed clerical and administrative functions as assigned.
to 06/2007 Bartlett State Jail – Bartlett,
Ability to make decisions and act quickly, particularly under stress.
Assisted on-the-job training for new hires.
Managed all 200 inmates by security, custody and the control of the inmates.
Led daily, weekly and monthly searches, counseling and feedback sessions.
Ability to reason soundly and to think out practical solutions to problems
Provided supervision, care and correctional treatment of inmates.
Enforced rules and regulations governing facility security, inmate accountability and inmate conduct to ensure judicial sanctions are carried out and inmates remain in custody.
Ability to meet and deal with people of differing backgrounds and behavioral patterns.
Instructor/Food Service Manager Staff Sergeant08/2002
to Current US ARMY/ US ARMY RESERVES
Conducted orientation sessions and organized on-the-job training for new soldiers.
Provide orientation and guidance to new soldiers.
Maintain security or confidentiality of all types of controlled test materials.
Direct and oversee the growth of my soldiers; train, empower, coach and counsel, performance and resolve conflict through fair treatment, discipline as suitable.
Prepared files and records keeping system of personnel undergoing training and maintained test control logs.
Developed surveys to identify training needs based on projected production processes and changes.
Organized and edited training manuals, multimedia visual aids and other educational materials.
Delivered a wide variety of courses including topics on communication, team building, equal opportunity and food service.
Alternated training methods if the expected improvements were not reached.
Led daily, weekly and monthly coaching, counseling and feedback sessions.
Reviewed and edited all training materials for accuracy and policy compliance.
Planned the corporate annual summer and holiday events, which included team building-based training initiatives.
Communicated all learning and performance objectives, schedules and training assessments to upper management.
Tested all training software and hardware prior to the training program.
NJ Diploma: Burlington Township High School-
BBA: Human Resource Administration CurrentStrayer University-
Coursework in English Composition
Coursework in Professional Communications
Coursework in Accounting I
Coursework in Intro To Business
Coursework in Intro To Info Systems
Coursework in Algebra with Applications
Coursework in Business Law I
Coursework in Introduction To Biology
Coursework in Intro To Psychology
Coursework in World Cultures I
Coursework in World Religions
Coursework in Statistics
Advanced Basic Instructor Course
Small Group Instructor Leaders Course
Warrior Leadership Course
Equal Opportunity Leader Course
Advanced Leadership Course
administrative, Business Administration, clerical, coach, communication skills, documentation, fast, HR, Macintosh, materials, mentoring, Microsoft Office, Outlook, Operating Systems, personnel, policies, processes, quality, receiving, scripts, shipping, teaching, telephone, training materials
DD214 and other sensitive items can be seen upon request due to protection of SSN.