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Learning And Development Training Facilitator resume example with 20+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Trainer who is organized, driven and effective at using efficient methods of teaching while focusing on the individual needs of each participant.

Highlights
  • MS Office proficient
  • Curriculum development and assessment
  • Lesson planning
  • Employee training and development
  • 14 years providing training to early education professionals

  • Training customer service specialty teams in both front line and back line functions
  • Providing supplemental training to customer service associates.
  • Performance tracking and evaluation
  • Staff motivation
  • High customer service standards

Education
Lower Columbia Community College Longview, WA Expected in Program Administrator Certification : Early Childhood Education - GPA :
Accomplishments

Staff and Program Development:

  • Launched well-received program of professional development and on-going training plans for all staff.
  • Trained and coached employees resulting in an increase in enrollment, which culminated in a gain in revenue for the business.
  • Implemented weekly planning time for associates.
Experience
Macy's, Inc. - Learning and Development Training Facilitator
Santa Rosa, CA, 06/2011 - Current

Prepare, plan, schedule and coordinate all aspects of classroom facilitation/training. Administer and execute all training initiatives, ensuring compliance for all associate and supervisor level training. Required to deliver training in a blended learning environment, utilizing e-learning tools and multi-media based learning. Responsible for monitoring, troubleshooting and direct support for Trainees during training class. Responsible for participant compliance, attendance,and tracking completion status off all attendees. Facilitate all programs as designed, identify gaps and opportunities for improvement. Communicate progress and results of Trainees. Provide consistent follow-up and evaluation of trainingprograms and initiatives. Develop solid partnerships with each area of business to ensure consistent communication.

Maine Health - Customer Service Coaching Lead
Norway, ME, 10/2011 - 06/2012

Supervised and coached a team of 12 individuals through the start of a brand new Loyalty program. Did supplemental loyalty training's with all center Bloomingdale's associates and provided assistance to other leads, question line and associates regarding the program and new system.. Tracked and coached to team monitored calls, customer surveys and productivity. Conducted team meetings and motivational contests. Reported weekly on center loyalty call tracking, in comparison to our other centers. Handled escalated calls from customers requesting to speak with a supervisor and assisted with regular customer service calls when necessary, due to high call volume.

Abilities United, Inc. - Customer Service Phones Associate/Specialty Teams
South San Francisco, CA, 09/2010 - 10/2011

Providing outstanding customer service while assisting client's with issues regarding their credit card accounts, primarily with inquiries about their new Macy's or Bloomingdale's American Express accounts. Transitioned to Loyalty Specialty team and assisted customer's with inquiries about their Loyalty Reward accounts, issues with non-receipt of advertising and coupons and questions regarding American Express Spend Driving programs. Trained two groups of new associates hired into this department. Performed various back line functions.

Macy's #392 - Administrative Support Team Associate
City, STATE, 05/2010 - 09/2010

Executive Office Liaison to administrative team, customer service and credit team, associates and customers. Facilitated the interview, hiring and training process. Data entry using Excel, PeopleSoft and Taleo programs. Prepared sales, hiring and training reports. Scheduled on call associates and various other duties as required.

Macy's Credit And Customer Service - Customer Service Associate
City, STATE, 09/2009 - 05/2010

Providing outstanding customer service while assisting client's with issues regarding their credit card accounts.

Kelso Christian Academy - Early Education Center Director
City, STATE, 07/1998 - 09/2009

Interview, hiring, training and coaching staff. Coordinating staff schedules and attendance. Planing quarterly staff training workshops. Planned and implemented staff meetings and team building retreats. Payroll and accounts payable and receivable. Developed positive relationships with administration, clients, county licensing entity and the community, Fostered an ongoing relationship with local Community College Early Childhood Education and Home & Family Life Programs. Secretary of Lower Columbia Early Education Apprenticeship Committee 1998 - 2009, Member of Lower Columbia College Head Start Hiring Committee, Conducted twice yearly mock interviews with ECED students at LCC. Conducted parent training on SIDS and choosing quality child care to Even Start Teen Mother Program and Cowlitz County Extension Program. Attended nine national professional conferences, and various local and state workshops, with sessions on topics such as training, coaching, administration, curriculum development, and communication. Additionally was interim private school director 8/1998-6/2000. Performed various other duties as required.

Kelso Christian Academy - Early Education Program Supervisor
City, STATE, 05/1995 - 07/1998

Interview, hiring, training and coaching staff. Coordinating staff schedules and attendance. Curriculum development and planning. Build and maintain positive relationships with administration, clients and the community.

Kelso Christian Academy - Preschool Teacher
City, STATE, 02/1991 - 05/1995

Planning and implementing a quality early education curriculum. Providing parent education. Maintaining a positive relationship between clients and program. Training and supervising assistant staff.

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Resume Overview

School Attended

  • Lower Columbia Community College

Job Titles Held:

  • Learning and Development Training Facilitator
  • Customer Service Coaching Lead
  • Customer Service Phones Associate/Specialty Teams
  • Administrative Support Team Associate
  • Customer Service Associate
  • Early Education Center Director
  • Early Education Program Supervisor
  • Preschool Teacher

Degrees

  • Program Administrator Certification

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