Accomplished Training Manager well-versed in selecting new hires, curriculum and course plans to achieve demanding training objectives. Effective at leading courses on diverse topics. Prepared to offer eight years of progressive training experience and take on challenging new role. Team-oriented self-starter with strong skills in training, staff development, management and marketing strategies. Exceptional communication, analytical and organizational skills.
Work History
04/2021 to Current
Field Marketing Development ManagerPublicis Groupe – East Greenbush, NY,
Led development and implementation of company-level marketing plans to achieve revenue and brand exposure goals.
Generated leads and created brand awareness in new markets for electric utility service.
Adjusted marketing strategies and retention programs based on feedback and effectiveness of previous campaigns.
Developed brand message and shared with target market through communications and in-person business meetings.
Improved satisfaction of consultant sales tools through process updates, software updates and data sharing. Over 50+ organizational wins catalogued since improvement plan was implemented.
Oversaw preparation of marketing copy, images, videos, emails and other collateral.
Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
Directed marketing projects at all stages, including conceptual planning, schedule management and final implementation.
Evaluated consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance campaigns.
Considered business demands and customer preferences when developing pricing structures and marketing plans.
01/2015 to 04/2021
QA & Training SupervisorAmbit Energy – City, STATE,
Developed new training processes for call center employees.
Worked to troubleshoot issues, processes and escalations between call center and corporate office.
Coordinated efforts from Marketing with Field Development, Product and Finance departments to resolve issues with customer accounts and online user experience.
Managed team of quality assurance specialists to meet management deadlines and departmental expectations.
Created new methods and systems for measuring personality and job knowledge for quality assurance needs.
Traveled to sponsored events to represent corporate office for feedback and field development.
Lead recruiter responsible for resume review, interview process and on-boarding.
Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
Developed and maintained quality assurance procedure documentation.
Achieved quality assurance operational objectives by preparing and implementing production, productivity and customer-service standards.
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Designed easy-to-understand testing protocols for distribution to untrained personnel, incorporating corporate standards and regulatory guidelines.
Reduced employee attrition rate by 25% through creative learning strategies in at-home working environment.
11/2013 to 01/2015
Market Support TrainerAmbit Energy – City, STATE,
Collaborated with management to identify company training needs and scheduling.
Monitored employee progress and gave feedback to management and additional training requirements.
Developed training programs to meet company objectives.
Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
Developed effective training manuals, modules and teaching aids.
Authored, updated and implemented training procedures.
Maintained records on attendance and participation.
Led cross-functional training for external and internal clients and created all training materials and exams.
Collected information about company objectives and employee deficiencies in order to assess training needs.
Trained over 80+ new employees through 25 new hire training classes.
Trained over 100+ existing employees with on-going trainings to meet company standards.
06/2013 to 12/2013
Account Management SpecialistAmbit Energy – City, STATE,
Managed over 75+ calls per day.
Provided educational and informational support to sales consultants.
Worked outbound calls and projects involved with energy account rejections and service issues.
Supported customer needs by fielding diverse questions about issues such as available products, current prices and upcoming process changes.
Evaluated pending service calls daily for assigned customers and worked with appropriate branches.
Provided account oversight, validating practices and verifying contract compliance.
Liaised between account holders and various departments.
Identified customer needs and achieved service levels that met and exceeded expectations.
Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
Education
Expected in 05/2011
Master of Arts: Counter Terrorism And Homeland Security Studies Interdisciplinary Center of Herzliya - Israel, GPA:
Expected in 05/2010
Bachelor of Arts: International Relations, Modern Hebrew, Middle Eastern Studies Oral Roberts University - Tulsa, Oklahoma, GPA:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
