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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
  • Adult Learning Theories
  • Communication
  • Team Building
  • Relationship Development
  • Multitasking
  • New Hire Onboarding
  • Performance Development
  • Conflict Resolution
  • MS Office
  • Time Management
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

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