Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

A proven track record of significant improvements in learning processes, productivity, quality and customer satisfaction. Expertise includes: Design/Delivery of Training Adult Learning Principles, Needs Assessments, Performance Management, Organizational Development and Succession Planning.


Proficiency in Microsoft Office products, Articulate, UPK

    Professional Services Program/Training Manager, 04/2015 to Current
    City Of San Antonio, TxSan Antonio, TX,
    • Partnered with HR to design/deliver new ERP system training for Operations, Sales, and Finance and Law Enforcement departments.
    • Collaborate with department heads and subject matter experts to improve the quality and delivery of existing training.
    • Liaison between business and technical stakeholders to elicit, analyze, communicate, and validate requirements for changes to business processes, policies, information, and information systems.
    • Responsible for oversight of assigned processes or tasks.
    • Ensures goal achievement related to those tasks for quality, productivity and service level.
    • Collaborates with the internal stakeholders and others throughout the Company, to collect, clarify, and translate business requirements into documentation and design.
    • Acts as a project lead and relationship manager for small to medium projects, accountable for consulting with the business to understand its business goals and objectives, processes, and requirements.
    • Consistently evaluates business processes and practices for improvements that would enhance the business and the customer experience.
    • Ensures that all documentation is complete, accurate, easy to comprehend, and meets current documentation standards.
    • Uses industry standard tools to create business process flow maps and diagrams.
    • Creates training documentation and facilitates training as needed to launch processes or efforts they have been involved in.
    • Ensures learning and comprehension of material upon completion of training.
    • Leads or participates in projects that impact the processes and the customers we support.
    • Coordinates communication with all areas of the enterprise that impacts project expectations scope, budget, risk and resources of the work effort being managed.
    • Acts as a Subject Matter Expert (SME) and liaises with other SME's as needed on testing, training and implementation of projects and processes.
    • Ensures customer satisfaction with the delivered solution by involving and keeping customers engaged from initiation through project close-out.
    Education Training Manager, 08/2008 to 03/2014
    Universal Technical InstituteCity, STATE,
    • Partner with Organization Training & Development (OD&T) team to design/develop Leadership training for Education Directors, Education Managers & Training Managers.
    • Partner with Director, Instructor Development and OD&T to bring to up-to-date Instructor Onboarding tool kits, facilitator & participant guides.
    • Partner with Director of Instructor Development to combine two Onboarding programs into one.
    • Design and implementation of new instructor training, new curriculum training, self-development training; Complete needs assessments/analysis for individuals as well as departmental training needs.
    • Design and deliver training specific to individual and department training based upon needs assessments; including but not limited to team building, time management, and five dysfunctions of a team.
    • Project Manager for Continuous Improvement, Six Sigma, 5S Lean, Team Building and Customer Service; Work with instructors and Education Managers to create Individual Development Plans (IDPs); Supporting and promoting instructor development and training through coaching and mentoring Online course development with CEE (The Center for Excellence in Education) to provide personalized UTI training for instructors.
    • Hiring and Coaching Staff, oversee the accreditation of 60 instructors. Manage/create annual training budget and Learning Resource Center budget to ensure adequate funds.
    Night Staff Litigation Secretary, 06/2015 to 09/2015
    Ropes & Gray, LLPCity, STATE,
    • Create/edit documents, handled e-mails and calendars for attorneys, project coordination and client/customer relations.
    • Participated in firm initiatives and special projects, e.g.
    • continuous improvement initiatives, professional development and training, and focus groups.
    • Acted as a resource for organizational knowledge-software questions.
    • Provided software assistance to other secretaries as needed; in some instances created "cheat sheets" to help with step by step processes.
    Training Officer, 01/1 to 01/1
    State Street CorporationCity, STATE,
    • Design/deliver Intro to Advanced Level Microsoft courses; Manage PC training schedule for internal SSC employees; Professional development analysis with department heads to determine training needs for various State Street departments; Manage "Mentor Program" for individuals interested in obtaining experience as a training instructor; Manage PC training budget.
    Lead Training Instructor, 01/1 to 01/1
    Catapult Software Training CompanyCity, STATE,
    • Lead Instructor on Liberty Mutual national account for Vision 2000 training;.
    • Traveled across the country teaching Train-the-Trainer Courses to other Catapult Trainers for the Liberty Mutual account;.
    • Travel between Catapult and off-site locations training varied levels of software applications to various corporate accounts;.
    • Research and design software application manuals & outlines of varied technical levels;.
    Training Coordinator/Instructor, 07/1992 to 02/1996
    State Street Bank & Trust CompanyCity, STATE,
    • Train users in the use of the standard automated software applications and project management tool(s); Provide help desk support for all standard PC software applications, project management tool(s), templates, and samples of Framework documents located in the central file; Research, design and coordinate all standard PC software application courses for both large and small groups including the design of courseware materials; Research, design, and maintain core software application manuals of varied technical levels; Design and maintain templates of the Systems Implementation Framework on the project management tool(s); Monitor and report project plans for specific projects as determined by priorities and schedules; Mentored individuals interested in obtaining experience within the Training Department.
    M.S: Leadership, Expected in
    Northeastern University, College of Professional Studies - Boston, MA
    GPA: Summa Cum Laude GPA: 3.9
    Leadership Summa Cum Laude GPA: 3.9
    B.S: Leadership, Expected in
    Northeastern University, College of Professional Studies - Boston, MA
    GPA: Summa Cum Laude GPA: 3.85
    Leadership Summa Cum Laude GPA: 3.85

    Budgeting, business processes, coaching, continuous improvement, course and organizational development, customer relations, customer service, documentation and delivery, ERP system training/design, hiring, team building, leadership training, mentoring, project lead, project management, research and design, Six Sigma, time management.

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    School Attended

    • Northeastern University, College of Professional Studies
    • Northeastern University, College of Professional Studies

    Job Titles Held:

    • Professional Services Program/Training Manager
    • Education Training Manager
    • Night Staff Litigation Secretary
    • Training Officer
    • Lead Training Instructor
    • Training Coordinator/Instructor


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