Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Executive Summary
Training and Development manager with experience implementing classroom and e-learning training programs, developing and maintaining knowledge management systems, and with a track record of significant improvements in learning processes, productivity, training quality, and staff performance.
Core Qualifications
Cross-functional team management
Operations management
Staff development
Staff training
Adult Learning training development
E-learning development
Project Management
Change Management
Professional Experience
07/2014 to CurrentGlobal Software Project Training Lead/ManagerMicrosoft Corporation | Humacao, PR,
Developed and implemented extensive knowledge management platform for software user guide and technical manuals
Developed and delivered training program for Medgate software implementation for Occupational Health clinicians, Industrial Hygienists and system administrators with a wide range of technical skill levels
Delivered multiple week-long train the trainer sessions to train clinicians and industrial hygienists on new software platform as well as adult learning styles and training techniques
Developed and implemented global training program covering training in 15 countries
Created three day e-learning program for 100 staff members to eliminate the need for classroom training for new and remote employees
03/2011 to 07/2014Training / Knowledge ManagerCampbell University | Raleigh, NC,
Developed and implemented extensive new hire training program. Improved training efficiency and reduced overall training hours by 20% with no negative impact to quality and implemented a 30 / 60 / 90 day post-training certification process
Developed and delivered hundreds of hours of training per year to groups between 3 and 25 trainees on topics ranging from the highly technical to personal and career development
Developed and implemented numerous e-learning / virtual courses for trainees of varying experience delivered via WebEx / video conferencing and webinar
Managed a project team of 15 individuals implementing a new support platform and migrating over 25,000 support website articles for internal and external customer use to cut future customer support costs
Personally drafted over 2000 support website articles
Used a learning management system to track course records and distribute training
Developed and implemented overall project plan for phased launch of the new support platform while retiring the prior platform to minimize impact to staff
Developed and implemented new standards and efficiencies that increased team production rate by 25%
2010 to 02/2011Support Delivery ManagerApplied Industrial Technologies, Inc. | Missoula, MT,
Managed and performed quality assessments on a staff of 20 support representatives
Data analysis and forecasting for customer contact volume and staff project work
Helped streamline Voice of Customer reporting and analysis
Developed and managed a second level email support team for Premier Account Executives. The support team handled all usability and technical issues. Met with our largest clients to troubleshoot issues and find the most efficient usage of our product offerings
06/2004 to 11/2009Senior Consultant / Support Center LeadLexisNexis | City, STATE,
Developed and delivered extensive training covering LexisNexis product usage and advanced research techniques.
Managed support team of 7-10 researchers and trainers
Led various projects including training initiatives, first level Usability and Technical CourtLink Escalation support, and various projects related to customer usage, surveys and Voice of Customer
Regularly collaborated with CourtLink Production Support and Development to identify issues and possible upgrades to existing content and functionality of LexisNexis products
Extensive HTML experience
Technical writing and editing of Support Center content
Analyzed Business Intelligence data to identify areas for quality improvement and efficiency gains
Worked with and trained customers on a variety of LexisNexis products and technologies
2006 to 02/2007Adjunct FacultyNational College | City, STATE,
Legal Research and Writing instructor
Taught paralegal classes in Contract Law, Administrative Law, Criminal Law and Procedure, American Government and Bankruptcy Law
Chair of the Paralegal Department from August 2006 – March 2007
04/1994 to 06/2000Outside SalesRC Cola | City, STATE,
Managed a territory consisting of 6-8 large/premier customers.
Worked with store management on new products, promotions, and displays with the goal of driving preference for all RC products.
Managed retail and receiving areas
Managed and trained new merchandising employees
Education
Expected in May 2004Juris Doctor | University of Dayton School of Law, Dayton, OhioGPA:
Expected in May 1998Bachelor of Science | BiologyUniversity of Dayton, Dayton, OhioGPA: Biology
Affiliations
Member of ATD ( Association for Talent Development )
Skills
Project Management experience with the ability to manage multiple projects simultaneously
Excellent oral and written communication / training / presentation skills / attention to detail / customer and client service skills
Experience with Adobe Captivate, Articulate, Adobe Pro PDF editing, and MS Project
Expert in Microsoft Office products including, Excel, Outlook, PowerPoint, Word and SharePoint administration
Six Sigma and Project Management trained
Skilled in mapping and optimizing processes within a large organization
Extensive sales and customer support experience
Expert level experience with electronic health record software platforms
10 years’ experience in a call center training environment
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