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Summary
Accomplished in diversifying training programs and expanding course offerings to handle larger numbers of enrollees. Well-versed in developing courses for new topics and adjusting existing classes to meet changing demands. Hardworking and disciplined leader with advanced conflict resolution skills, good organizational abilities and proactive approach.
Skills
Schedule mastery
Data evaluation
Customer relations
Senior leadership support
Customer Service
Problem Resolution
Project management
Conflict mediation
Training program improvement
Team member development
Learning modalities
Course material development
Curriculum implementation
Planning and coordination
Problem resolution
Experience
08/2011 to Current
Customer Service SpecialistInfosys Ltd – Seattle, WA,
Reviewed account and service histories to identify trends and issues.
Resolved average of 400 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
06/2014 to 03/2018
F-15 Program ManagerDcs Corporation – Hampton, VA,
Oversaw training courses and promotional paths for professionals and leaders.
Analyzed each department's training needs and developed new training programs based upon data collected.
Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
Conducted evaluations of training courses to uncover areas in need of improvement.
Mentored team members to succeed and advance within department and company.
Directed 72 yearly training courses for 1500 participants.
Created effective training course objectives, course content and all materials.
Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
Created testing and evaluation procedures to assess performance before, during and after training sessions.
Monitored training costs to maintain training budget.
Designed training modules implementing strategic business practices and organizational behavior training concepts.
Led training programs designed to implement new agent performance management standards.
Determined course objectives and found or wrote course materials to cover topics.
05/2008 to 06/2014
Combat Logistics Operations Senior ControllerUS Air Force – City, STATE,
Planned and arranged logistics required shipments.
Provided smooth operations by maintaining communication with supervisors of other departments.
Analyzed data to determine and maintain the most cost-effective procedures.
Oversaw 12 employees through evaluations, scheduling and training.
Developed monthly reports complete with project timelines, corporate metrics, and productivity measurements.
Supervised staff of 12 in daily activities, delivering continuous training and coaching to bolster each employee's skill set.
Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.
08/2003 to 05/2008
CV-22 Aerospace Propulsion Lead InstructorUS Air Force – City, STATE,
Evaluated student progress and adjusted learning plans to foster progress.
Developed guides and course materials to reinforce lecture information and help students learn.
Developed and deployed oral and written assessment strategies for optimal review of student abilities.
Evaluated students to uncover learning deficiencies and devise improvement plans.
Participated in workshops and trainings to improve skills and learn new methods for classroom instruction.
Managed and organized class records and reports.
Developed engaging and informative lesson plans that incorporated multiple learning modalities to help students grasp complex concepts.
Assessed each student's grasp of class material presented in courses and workshops.
Established objectives for lessons, modules and projects.
Designed and enhanced programs that elevated teaching proficiency throughout facility.
Conducted tests and quizzes to evaluate student progress with course material.
Observed and evaluated student performance and development and provided appropriate feedback on work.
Researched and developed innovative learning methods to optimize learning processes.
Built and updated evaluation and survey tools to monitor and improve effectiveness of courses.
Evaluated course performance to determine areas in need of improvement.
Utilized knowledge of industry best practices to improve upon existing training methods.
Demonstrated knowledge of varied learning modalities.
Implemented employee training programs to improve performance and productivity.
Education and Training
Expected in
Bachelor of Science: Southern Illinois University Carbondale - Carbondale, IL GPA:
Expected in
Associate of Arts: Instructor of Military Science Community College Air Force - Goldsboro, NC, GPA:
Expected in
Associate of Arts: Aviation Maintenance Technology Community College Air Force - Goldsboro, NC, GPA:
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