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Technical Instructor, Training and Performance Resume Example

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TECHNICAL INSTRUCTOR, TRAINING AND PERFORMANCE
Summary

Results-oriented team player with a proven ability to create, develop and implement training programs, create and write processes and procedures designed to support business and financial objectives. Able to be versatile in managing multiple facets simultaneously, specifically in the areas: Technical Writing, Adult Instruction, and Instructional Design.

Core Qualifications
  • Program development
  • Instructional design
  • Experience in Technical Or type here your correction... and maintenance of client procedure manualsTechnical Writing
  • Applied Yelon adult learning principles
  • Goal setting and implementation
  • Professional instruction to adult learners
  • Curriculum development
Professional Experience
Technical Instructor, Training and Performance May 2009 to Current
 Assurant Specialty Property － Atlanta, GA
  • Created internal training program for Atlanta office
  • Created documentation used for training sessions
  • Assumed role of Technical Writer while maintaining job as trainer Responsible for maintaining current client procedures
  • Held role of Instructional Designer of a new course curriculum called Lender Placed Fundamental and Perspectives.
Senior Manager Sep 2005 to Nov 2008
 Voicecom Telecommunications, LLC － Alpharetta, GA
  • Reported directly to the Vice President of Marketing Worked autonomously to facilitate and lead on-going training program for 100+ associates Delivered training programs for Intelliverse products, back office applications, provisioning mechanisms, and product positioning to all internal audiences; including but not limited to Sales, Client Services, and new employees Provided external partner training to numerous Fortune 500 companies through on-site and webinar trainings Responsible for the research, development and documentation of all internal and external training materials Communicated critical information to thousands of external clients regarding any changes to products via verbal and written means Collaborated with Product Management and Marketing departments on the continuity of materials and training delivered internally and externally.
  • Assisted Quality Assurance department in testing and documenting new products and services Coordinated with Human Resources and Executive Management to.
Manager of Corporate Training Mar 2004 to Aug 2005
 Voicecom Telecommunications, LLC － Alpharetta, GA

  • Worked independently to create, facilitate and lead on-going training program for 150+ internal Voicecom associates.
  • Delivered training programs for Voicecom products, back office applications, provisioning mechanisms, and product positioning to all internal audiences, including but not limited to Sales, Client Services, and new employees
  • Trained internal Voicecom account management staff of 20 who would in turn train external clients on Voicecom products and services
  • Launched training content on Voicecom's intranet and ensuring company-wide awareness of the information
  • Defined, documented, and implemented feedback mechanisms aimed at gathering information from internal and external audiences regarding Voicecom's training process.
Client Services Manager Oct 2000 to Mar 2004
 Ptek Holdings, Inc － Atlanta, GA
  • Managed a team of approximately 45 employees in the Client Services department who were responsible for day to day account maintenance with revenues from $500 - $100,000 monthly
  • Monitored, evaluated and provided feedback on employee progress for the purpose of employee development
  • Reduced call hold times from 40% to less than 5% in the first year of management
  • Responsible for employee payroll and time schedule management within department
  • Educated Client Services regarding new applications and programs on a consistent basis
  • Compiled and provided statistical analysis to Executive Management regarding the call center Involved in the hiring and termination process of employees
  • Developed and implemented monthly employee incentive program within the department.
Client Services Team Leader Jun 1999 to Oct 2000
 Ptek Holdings, Inc － Atlanta, GA
  • Supervised a team of six employees in the Client Services department who were responsible for voice messaging accounts in revenue of $500 - $100,000 monthly.
Account Manager Sep 1998 to Jun 1999
 Premiere Technologies Ptek Holdings, Inc － Boston, MA
  • Responsible for day to day account management throughout New England for clients in revenues from $500 - $100,000 monthly.
Controller/Credit Manager Jul 1997 to Aug 1998
 Ferguson Enterprises － Edison, NJ
  • Managed account balances, approval of high value credit lines, and achievement of over 70% collected revenue in the 0-30 day receivables.
Education and Training
B.A, Classic Studies 1997 University of Massachusetts － Amherst, MA

Graduated Cum Laude

Member of Eta Sigma Phi Classics Honor Society
B.A, Communications 1997 University of Massachusetts － Amherst, MA

Cum Laude Honors

Member of Golden Key National Honors Society
Certifications

  • Six Sigma certified in LEAN Process
  • Six Sigma certification in Process Mapping
  • Six Sigma certification in Root Cause Analysis
  • Certified in Training Needs Assessments
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Resume Overview

Companies Worked For:

  • Assurant Specialty Property
  • Voicecom Telecommunications, LLC
  • Ptek Holdings, Inc
  • Premiere Technologies Ptek Holdings, Inc
  • Ferguson Enterprises

School Attended

  • University of Massachusetts

Job Titles Held:

  • Technical Instructor, Training and Performance
  • Senior Manager
  • Manager of Corporate Training
  • Client Services Manager
  • Client Services Team Leader
  • Account Manager
  • Controller/Credit Manager

Degrees

  • B.A , Classic Studies 1997
    B.A , Communications 1997

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