Director Of Training Safety And Employee Development resume example with 15+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary
Dedicated learning and development professional offering skills in communication, leadership and organization. Adept at creating lesson plans, learner management, evaluation and reviews. Thoroughly understands the learning process. Works hard to adapt learner-centered instructional methods and use various teaching styles.
  • ADDIE Instructional Design Model
  • E-Learning Design and Development
  • Content Development and Delivery
  • Training Program Implementation
  • Adult learning specialist
  • Teaching/tutoring
  • Strategic Planning and Execution
  • Change Management
  • Learner and Program Evaluation
  • Project Management
Work History
06/2008 to Current
Director of Training, Safety and Employee Development Modivcare Home City, FL,
  • Evaluated the effectiveness of training programs and recommended improvements to upper management.
  • Coordinated ongoing technical training and personal development classes for staff members.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • 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.
  • Selected and assigned instructors to conduct specific training programs.
  • Led daily, weekly and monthly coaching, counseling and feedback sessions.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.

03/2008 to 05/2008
Account Partner Liaison GMAC Insurance And Financial Risk City, STATE,
  • Built client relationships as the liaison between the customer service and sales teams.
  • Oversaw sales forecasting, goal setting and performance reporting for all accounts.
  • Consulted with clients after sales and contract signing to resolve problems and provide ongoing support.
  • Applied adult learning and performance expertise to assess behavioral and skills ability issues impacting work performance.
  • Conducted research to prepare, gather and proof briefing materials, agendas and decks for all executive-level meetings.

01/2006 to 03/2008
Contact Center Manager GMAC Insurance City, STATE,
Managed, led sales and service teams to support customers, products and services. Drove the development of superior customer service, high performance leading workflow distribution and floor management to ensure service levels were satisfied. ​
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Planned and delivered service and sales skill competency training to an average of 30 account representatives per week.
  • Conducted one-on-one tutoring sessions for new employees.
  • Clearly communicated objectives for all lessons, units and projects to all participants.

  • Education
    Expected in 2015
    Bachelor of Arts: Training and Development
    Roosevelt University - Chicago, IL
    • Recipient of Deb Colky Scholarship
    • 3.96 GPA
    Expected in 2005
    Bachelor of Arts: Business Administration
    Fontbonne University - Clayton, MO
    • Coursework includes: Speech and Communication, Sociology and Psychology
    Association for Talent Development – National & Chicago Chapter Toastmasters International – Naperville Riverwalk
    DDI Certified Facilitator, Development Dimensions International, Dublin, CA, since 2013

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    Resume Overview

    School Attended

    • Roosevelt University
    • Fontbonne University

    Job Titles Held:

    • Director of Training, Safety and Employee Development
    • Account Partner Liaison
    • Contact Center Manager


    • Bachelor of Arts
    • Bachelor of Arts

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