Manager of Training Resume Example
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MANAGER OF TRAINING
Professional Summary
Trusted leader with 20+ years customer relationship management experience; 16+ years training experience. Excellent communicator with ability to tailor messages to a variety of audiences and translate "big picture" ideas to tangible action items. Experience facilitating live and virtual training across multiple lines of business to achieve revenue/service goals. Exceptional cross-functional relationship builder.
Skills
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Work History
Manager of TrainingWesco - Birmingham , AL07/2019 - Current
- Responsible for all aspects of training for Corporate Office, Distribution Center and Store employees; over 10K
- Consult with executive leaders to identify business needs
- Coordinate and schedule onboarding schedules for all corporate leaders
- Facilitate orientation for all new corporate office employees
- Facilitate live and virtual onboarding, initiative and leader training
- Review and edit all training curriculum for accuracy & policy compliance
- Manage training store certification process for 32 stores
- Plan and lead District Leader Development Program
- Presented HR general session training during annual Leadership Meeting
- Develop curriculum to support company initiatives, drive performance and maintain legal compliance
- Plan and coordinate monthly New Team Leader Development Series Training
- Complete weekly data analysis of new Team Leader training completion
Senior Training Manager of DeliveryPugs Gear - Roanoke , TX06/2004 - 07/2019
- Deliver live and virtual product, technical and soft-skills trainings via multiple training platforms
- Utilize instructional theory and delivery techniques to facilitate superior learning experiences
- Coordinated training schedules and assigned resources for multiple departments nationally
- Monitored and analyzed call center performance through client scorecard data insights and tool adoption rates; use data driven decision making to develop subsequent action plans
- Exceeded AT&T University Yearly Net Promoter Score goal of 98% on post class survey & consistently received positive client feedback
- Chosen as 2019 Manager Development Program (MDP) Facilitator; Top 1% company performers and executive leadership
- Ranked #1 Mobility Customer Service Instructor/ #2 Overall Organization on 2016 Instructor Scorecard
- Performed balanced coaching to improve employee attendance, behavior and performance
- Led cost reduction initiative; identified outliers through tracking mechanisms, developed and supported leadership action plans; resulted in 93% overall improvement in Harrisburg Call Center
- Demonstrated success in driving employee engagement; 95-point increase in Harrisburg Call Center's 2018 ENPS Survey
- Coordinated employee town hall meetings
- Completed over 500 hours of client support w/ documented positive impacts
- Dedicated 40-80 yearly hours to self-development to meet changing client/business needs
- Mentored 35% of 2017 Harrisburg LEADER (Lead, Engage, Achieve, Develop, Empower, Results) program graduates
- 15+ years serving as community ambassador
- Employ performance acceleration tactics to ensure transfer of training knowledge to job performance
- Planned and developed leadership curriculum for AT&T University leaders
- Served as subject matter expert for design and project teams for multiple training curriculum
- Created ad hoc trainings to address opportunities for improvement and resolve skill gaps
- Fostered strategic relationships to drive productivity, trust & meaningful business solutions; presented and participated in client staff meetings, huddles, calibrations and town halls
- Role-Model AT&T University's Operating Principles of PROUD (People, Relationships, Outcomes, Unique and Development)
Customer Service RepresentativeAT&T - City , STATE07/2000 - 06/2004
- Provided quality support to internal and external customers in fast-paced environment; Passed every call quality observation from 2000-2004.
- Employed prescribed methods of resolving complex customer concerns through consistent and effective use of discovery questions, soft skills and multiple resource tools
- Maintained customer loyalty through courteous and efficient resolution of disputes and discrepancies
- Drove self-service initiative by skillfully promoting online customer service solutions
- Appointed as a Deputy Trainer; acted as a Peer Developer, responsible for coaching and grooming newly hired agents leaving the classroom setting
Education
Bachelor of Science: Human Services/PsychologyLincoln University - City05/2000
- Graduated magna cum laude
- Consecutive years on the Lincoln University and National Dean's Lists
- Member of Alpha Chi and Chi Alpha Epsilon National Honor Societies
- Recognized as All-American Collegiate Scholar
- Member of Lincoln University Honors Program
- Awarded Lincoln University Sociology Department Award (May 2000)
Professional Awards
- Ranked #1 AT&T Mobility Customer Service Instructor (#2 Overall Organization) on 2016 Instructor Scorecard
- 2008, 2011, 2016, 2017 & 2018 Learning Services Key Contributor Award recipient
- 2005 Fantastic Jack Regional Training Award
- 2004 Circle of Excellence Award Winner
- 2003 Harrisburg Call Center Agent of the Year (1 of only 3 people to ever receive this recognition)
- 2002 – 2003 Quest for Excellence Directors Award Recipient
Volunteer Work
- Susquehanna Township School District PTA Volunteer & Homeroom Parent (2011 – Present)
- Susquehanna Township Midget Football Association Parent Volunteer (2018 – 2019)
- 2017 AT&T Community Cares Grant winner; Earned $5000 for the Shalom House Shelter for Women & Children
- AT&T Pioneer Volunteer Network – Heart of PA Chapter; President (2017 – 2019)
- AT&T Pioneer Volunteer Network – Heart of PA Chapter; Vice President (2014 – 2019)
- AT&T Pioneer Volunteer Network – Heart of PA Chapter; Public Relations Director (2012 – 2014)
- Women of AT&T – Philadelphia; Executive Board/Scholarship Program Director (2016 – 2019)
- Harrisburg Cougars Midget Football Association Team Parent & Volunteer (2018 – 2019)
- Junior Achievement Volunteer (2012 – 2019)
- AT&T Aspire Youth Mentoring Academy – Site Coordinator (2012 – 2018)
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Resume Overview
School Attended
- Lincoln University
Job Titles Held:
- Manager of Training
- Senior Training Manager of Delivery
- Customer Service Representative
Degrees
- Bachelor of Science : Human Services/Psychology
