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Director of Training, Safety and Employee Development Resume Example

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DIRECTOR OF TRAINING, SAFETY AND EMPLOYEE DEVELOPMENT
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.
Skills
  • 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
National Express LLCDirector of Training, Safety and Employee Development | Warrenville, Illinois | July 2008 - Current
  • 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.

GMAC Insurance and Financial RiskAccount Partner Liaison | Maryland Heights, MO | April 2008 - June 2008
  • 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.

GMAC Insurance Contact Center Manager | Maryland Heights, MO | February 2006 - April 2008Managed, 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
    Bachelor of ArtsTraining and DevelopmentRoosevelt UniversityChicago, IL | 2015
    • Recipient of Deb Colky Scholarship
    • 3.96 GPA
    Bachelor of ArtsBusiness AdministrationFontbonne UniversityClayton, MO | 2005
    • Coursework includes: Speech and Communication, Sociology and Psychology
    Affiliations
    Association for Talent Development – National & Chicago Chapter Toastmasters International – Naperville Riverwalk
    Certifications
    DDI Certified Facilitator, Development Dimensions International, Dublin, CA, since 2013
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    Resume Overview

    Companies Worked For:

    • National Express LLC
    • GMAC Insurance and Financial Risk
    • GMAC Insurance

    School Attended

    • Roosevelt University
    • Fontbonne University

    Job Titles Held:

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

    Degrees

    • Bachelor of Arts Training and Development
      Bachelor of Arts Business Administration

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