DIRECTOR OF TRAINING, SAFETY AND EMPLOYEE DEVELOPMENT
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
Strategic Planning and Execution
Learner and Program Evaluation
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.
Bachelor of ArtsTraining and DevelopmentRoosevelt UniversityChicago, IL | 2015
Recipient of Deb Colky Scholarship
Bachelor of ArtsBusiness AdministrationFontbonne UniversityClayton, MO | 2005
Coursework includes: Speech and Communication, Sociology and Psychology
for Talent Development – National & Chicago Chapter
Toastmasters International –
DDI Certified Facilitator, Development Dimensions
International, Dublin, CA, since