Manager Of Training Resume Example Ollie's Bargain Outlet

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

Adult Learning Theories
Communication
Team Building
Relationship Development
Multitasking

New Hire Onboarding
Performance Development
Conflict Resolution
MS Office
Time Management

Work History

Manager of TrainingOllie's Bargain Outlet - Harrisburg, PA07/2019 - 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 DeliveryAT&T - Harrisburg, PA06/2004 - 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 - Harrisburg, PA07/2000 - 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 - Lincoln, PA05/2000

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)

Resume Overview

Companies Worked For:

Ollie's Bargain Outlet
AT&T

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

Manager of Training Resume Example

Resume Score: 80%

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