Organizational Development Manager Resume Example

Organizational Development Manager – Shortly after going public, department assigned to Human Resources, with new directives such as focus on implementation of new HR systems, company-wide compliance, employee engagement & full course library.

• Developed training programs to meet company objectives
• Planned various brand sponsored events
• Hosted, planned and oversaw sales brand visits
• Managed new employee orientation training process
• Devised and optimized training processes, practices and program initiatives
• Researched and obtained relevant course materials to achieve training objectives
• Organized and edited training manuals, multimedia visual aids and other educational materials
• Developed engaging and entertaining presentations to maintain employee attention and improve impact of training
• Analyzed effectiveness of training programs and recommended updates
• Conducted orientation sessions and organized on-the-job training for new-hires
• Developed tutorials, curricula, instructions, reference materials, tests and more for various types of training courses

Training & Development Manager – Focus on building out Department, as almost non-existent when I arrived. Doubled team size, to allow coverage for various new assignments and initiatives.

• Implemented and developed customer service training processes
• Eliminated process gaps by implementing new methods of standardized training
• Performed continuous evaluations of content and plans in order to enhance delivery and improve effectives
• Directly reporting to C.O.O
• Managed quality assurance program for customer service and sales
• Collaborating with management to identify company training needs
• Developed training programs to meet company objectives
• Planned team-building events and assisted with corporate annual events
• Developed 1st standard operating procedure template with Chief
• Officers and oversaw implementation
• Oversaw development and upkeep of company intranet portal
• Traveling to other offices for key training needs and initiatives

Training/ Brands Manager – Work with exclusive brand executives as main contact on service levels and delivering reports as needed. All while overseeing a small team of trainers and verifications specialists.

• Liaise with brand corporate contacts to ensure satisfaction levels are high
• Review and note all related contract requirements per brand, ensuring adherences to contractual guidelines
• Reporting directly to CS Manager
• Worked with C.O.O., IT, and Finance team to ensure proper fulfillment services, operations flowing properly and ensure exceptional customer service
• Developed training program for new brands and routinely updating for accuracy
• Managed quality assurance program and increased customer satisfaction percentage
• Monitor brand specific customer feedback
• Implemented monthly and annual team bonding events for customer service

Customer Service Representative/Brand Supervisor – Began on key brand, and soon after given lead on exclusive brands, verifications, assisting with training needs and running various reports for management.

• Investigated and resolved customer inquiries and complaints quickly
• Provided primary customer support to internal and external customers in fast-paced environment
• Assist management with oversight of customer service team, including addressing escalated cases, ensuring processes & protocols are followed, training team members when needed and assigning various tasks daily
• Assist fulfillment, backend order processing and customer service

In my time working for this once small private company, I was able to grow and was continuously promoted throughout my 7 years.