Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
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 Current Global Software Project Training Lead/Manager Microsoft 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 07/2014 Training / Knowledge Manager Campbell 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 02/2011 Support Delivery Manager Applied 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 11/2009 Senior Consultant / Support Center Lead LexisNexis | 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 02/2007 Adjunct Faculty National 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 06/2000 Outside Sales RC 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
Expected in May 2004 Juris Doctor | University of Dayton School of Law, Dayton, Ohio GPA:
Expected in May 1998 Bachelor of Science | Biology University of Dayton, Dayton, Ohio GPA:

Member of ATD ( Association for Talent Development )

  • 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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School Attended

  • University of Dayton School of Law
  • University of Dayton

Job Titles Held:

  • Global Software Project Training Lead/Manager
  • Training / Knowledge Manager
  • Support Delivery Manager
  • Senior Consultant / Support Center Lead
  • Adjunct Faculty
  • Outside Sales


  • Juris Doctor
  • Bachelor of Science

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