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Director of Training Resume Example

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DIRECTOR OF TRAINING
Executive Profile
Consumate Learning professional who creates strategic alliances with organization leaders to effectively support key business initiatives and improve overall performance of employees.  Dynamic leader, strategic thinker and outstanding service provider who consistently motivates others toward success.
Skill Highlights
  • Adult Learning Principles
  • Facilitator Skills (Classroom and Virtual)
  • Analysis of Performance Gaps
  • Measurement of Training Effectiveness
  • Learning Management Systems
  • Leadership Skills
  • Project Management
  • eLearning
Professional Experience
Director of Training04/2015 to CurrentCPI SecurityCharlotte, NC
  • Responsible for all aspects of training at CPI Security, including Sales, Customer Care, Field Operations and Leadership.
  • Currently building a team consisting of Trainers and Instructional Designers.
  • Purchased and implemented the first Learning Management System (LMS) at the company.
  • Spearheaded the overhaul of both the Sales and Field Operations New Hire curricula, which led to significant improvement in both time to proficiency and turnover of new hires
  • Implemented strategic direction into the Training organization in the form of Trainer facilitation "certification", measuring the effectiveness of training, and enhancing the Learner experience.
  • Solely responsible for Leadership training (classroom, eLearning, and mobile learning activities included) and development of all current leaders and high-potentials.
Director, Business Services Care & Operations Learning Delivery03/2013 to 04/2015Time Warner CableCharlotte, NC
  • Managed a team of 8 Facilitators in 6 different markets/locations
  • Worked closely with Customer Care and Operations leaders to determine performance gaps, agree on solutions (both training and non-training) and design/deliver those training solutions
  • Measured training solutions using Kirkpatrick model
  • Selected to be a member of the Learning Management System (LMS) project team, which transitioned the company from SumTotal to Cornerstone OnDemand.
Director, Business Class Training11/2011 to 03/2013Time Warner CableCharlotte, NC
  • Responsible for all aspects of Business Class training in the East Region, including Sales, Sales Support and Customer Care
  • Built a team of 6 Trainers in 3 different markets/locations from the ground up
  • Worked closely with business leaders to determine performance gaps, agree on solutions (both training and non-training) and design/deliver those training solutions
  • Measured training solutions using Kirkpatrick model.
Training Manager04/2011 to 11/2011Time Warner CableRaleigh, NC
  • Partnered with Customer Care Leadership to provide timely and effective training to approximately 400 Call Center and Front Counter Representatives
  • Managed 4 Customer Care Trainers who trained Call Center and Front Counter Representatives both live (classroom) and virtually
  • Assisted the Sales Training team as Raleigh training leader
  • Participated as Instructor Skills facilitator for new and/or potential Trainers.
Training Director (Performance Consultant)02/2006 to 02/2011Travelers InsuranceRaleigh, NC
  • Designed strategies and proposals for improving performance in partnership and collaboration with customers
  • Oversaw project teams in the creation and implementation of training solutions (online, virtual and classroom products)
  • Led Quality Management team to assess training products pre-production
  • Completed follow-up analysis on training solutions to measure effectiveness and determine degree of performance improvements
  • Provided hands-on training and facilitation both virtually and live
  • Demonstrated expertise in curriculum development and use of LMS
  • Selected to participate in inaugural "Leaders Developing Leaders" program in 2009
  • Worked from home while traveling approximately 60% of the time.
Project Manager02/2002 to 02/2004Nationwide InsuranceColumbus, OH
  • Orchestrated the creation and implementation of an online Drive-in Scheduler with both the Auto and Casualty claim teams
  • Spearheaded the Wireless Claims Handling pilot that involved training and surveying 35 Claim Reps across 19 states while working with vendors such as Sprint, Verizon and AT&T
  • Led the training of 300 Property Claims and Call Center representatives for the rollout of a Claims Mitigation pilot with Crawford & Company, an outside vendor
  • Interacted with Leadership to implement multiple Claims and Call Center projects.
Education
Bachelor of Arts: EconomicsUniversity of North Carolina at Chapel Hill
Certifications
  • George Washington University:  Associate Master's Certificate, Project Management
  • The Bob Pike Group:  Certified Trainer, Training Delivery
  • Langevin Learning Services:  Certified Performance Consultant; Certified Training Manager/Director; Master Trainer Designation achieved
  • DDI (Development Dimensions International) - Certified Facilitator​
Skills
Training, Learning Development, Call Center Training, Sales Training, Performance Consultant, Curriculum Development, Leadership, Project Management, Quality Management, Team Building, Employee Surveys, Coach, Mentor, Reliable, Detail Oriented, LMS, Facilitator
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Resume Overview

Companies Worked For:

  • CPI Security
  • Time Warner Cable
  • Travelers Insurance
  • Nationwide Insurance

School Attended

  • University of North Carolina at Chapel Hill

Job Titles Held:

  • Director of Training
  • Director, Business Services Care & Operations Learning Delivery
  • Director, Business Class Training
  • Training Manager
  • Training Director (Performance Consultant)
  • Project Manager

Degrees

  • Bachelor of Arts : Economics

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