Seasoned professional with a 20 year career base in Instructional Design, Performance Improvement, and Human Capital Management. Demonstrated expertise in developing and delivering education programs to employees, partners, and clients. Experience planning, deploying, and supporting enterprise-wide learning systems and Human Performance Improvement solutions to develop organizational effectiveness.
As part of SRA's Learning and Performance practice, work with a variety of Federal agencies and organizations to develop and implement creative training and development solutions. Serve as an ISD and Deputy Project Manager responsible for learning events and training requests. Consults with clients to determine needs and recommend interventions. Develops learning content in a variety of modalities including Instructor-led, Virtual, Web-based, and Blended in accordance with contractual requirements. Project Management to include creating and maintaining training project plans and schedules, budget and resource management, and deliverable documentation. Supports implementation of enterprise-wide training systems for Learning Management System (LMS) utilization. Supported various learning initiatives for:
Managed the Customer Care department of a Fortune 500 business process outsource vendor under State contract. Lead all areas of performance for Call Center staff in all operations including productivity, quality, and customer satisfaction. Developed and maintained effective workflows for daily, weekly and monthly reporting, volume forecasting, scheduling, and real-time queue management. Responsible for documentation of processes and procedures to ensure contract compliance. Consulted with the on-site client Contract Monitor. Coordinated with Quality Assurance to ensure efficiency and accountability in department performance. Ensured ongoing staff development by partnering with the Training department to develop and present just-in-time training. Fostered effective communication with other departments to identify and resolve client concerns and operational issues.
As an independent contractor, managed the operations and Instructor staff in the delivery of an 18-wk curriculum of group and private workshops for approximately 60 students per per cycle.
Managed all Customer Care vehicles. Provided customer service and account management via Call Center Operations, E-branch Services, and Indirect Lending processes. Supervised a staff of bi-lingual representatives. Developed, implemented, and maintained new Quality Assurance program including internal call monitoring, external secret shopper program, and individual coaching and development. Responsible for just-in-time performance improvement for staff. Created policy and procedure documentation for Federal compliance requirements. Developed and tested a virtual call center model to study feasibility of work-at-home agents to facilitate expansion.
Licensed independent contractor in the sales and marketing of residential of real estate. Member Virginia Association of Realtors and National Association of Realtors.
As a Training Manager within the Organizational Effectiveness Department, provided leadership & management development throughout consumer operations for one of the nation's largest credit card issuers. Designed, coordinated, and facilitated a full management and leadership training curriculum. Managed a team of trainers across several geographic sites and consulted with diverse clients to improve operational performance. Achieved professional certification in Needs Assessment, Instructional Systems Design, and Training Measurement and Evaluation methodologies. Balanced multiple high priority initiatives and was recognized with an award for "Driving Toward Results in Organizational Effectiveness".
Responsible for the management and development of a Customer Relations team of 20+ Representatives and a Supervisor. Through extensive one-on-one coaching, developed and mentored staff to meet critical volume in a demanding, fast-paced environment. Established and met goals in productivity, quality, and sales.Teams recognized with awards for "Highest Quality", "Most Productive", and "Best Overall Team".
Utilized organizational and coaching skills to support and develop a team of 20+ Customer Relations and Sales associates. Supported Manager in all daily team operations and provided escalated customer response and problem resolution.
Mastered core responsibilities which included customer service, problem resolution, and marketing. Proven efficiency and flexibility in a fast paced, results-driven environment. Consistently exceeded expectations in performance measures for productivity, quality, and sales.
Managed Training and Development for one of the leading talent representation agencies in the Washington D.C. market. Coordinated the delivery of private and group workshops and supervised freelance instructors. Coordinated the promotion and sales of a private cosmetics line.
Certified Training Manager Director - Langevin Learning Services, 2001
American Society for Training and Development
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