Business development professional experienced in sales management, marketing, technical presentation creation and service training.
Training Team Manager July 2014 to CurrentCognosante － Chester, VA
Manage the day-to-day operations of the training department.
Manage trainer weekly work schedules and communicate any changes in policies and procedures that impact trainer's duties and tasks.
Provide guidance and direction to call center personnel to ensure call metrics and training standards are met or exceeded according to operational policies and procedures Provide daily reports on any issues, escalations, changes or other items to the Project Manager as required Provide help desk/call center support Maintain working knowledge of all policies, procedures, services and systems Supervisor assigned team of 10 Trainers Provide team leadership and guidance, building shift morale and a culture of support and performance excellence Plan team meetings and trainings in coordination with the Project Manager and other Team Managers Conduct disciplinary actions as necessary, following all Cognosante HR policies and procedures Interview and hire new Trainers at the request of the Project Manager Positively represent Cognosante, the National Institutes of Health, and the Federal Government in a positive manner at all times.
Senior Consultant January 2012 to CurrentBioho Consulting － Houston, TX
Analyzed client requirements, created a business plan and drove strategy development.
Provided prompt, courteous customer service and professionally resolves customer issues.
Distinguishes between acceptable and unacceptable employment applications, making recommendation for applicant interviews.
Established and maintained more than 5 business accounts.
Ability to finalize, transmit and process weekly time and attendance records and payroll.
Operations Supervisor & Trainer Specialist July 2013 to April 2014MAXIMUS Inc － Boise, ID
Spend at least 70% of the time in staff engagement activities-well planned staff meetings, huddles, training sessions, and finding coachable moments away from the desk.
Improved the process in which staff engages in planned meetings, huddles, and training sessions, reaching a 10% increase in adherence.
Reduced performance gaps by 20% with innovative solutions such as one on one and personalized matrix.
Established a culture of "listen and apply" by assisting internal and external customers with questions and/or general support that decreased the transfer rate by 25%.
Reduced by 10% the amount of fail calls by providing quantitative and qualitative coaching.
Effectively trained instructors and supervisors on techniques for managing employees.
Assist in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and end users.
General Manager November 2012 to July 2013Kroger － Houston, TX
Created a data base where all Dept Mgrs are receiving/maintaining paperwork (709, overridden cost, summary of charges, etc) that reduced the amount of paperwork done by floor supervisors Developed a "Hi Five Program" where associates delivered excellent customer service by greeting and assisting each customer.
Designed and implemented customer satisfaction metrics that increase productivity by 5% across all departments.
Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
Established and maintained proper high traffic displays, resulting in increased sales.
Wrote order supply requests to replenish merchandise that decreased our inventory by 25%.
Completed weekly schedules according to payroll policies that decreased overtime by 10% across the floor.
Instructional Designer July 2010 to December 2011Sheldon Independent School District － Houston, TX
Developed training program for specific assigned job tasks, including Safety, health and Environment.
Conducted evaluations conductive to major changes in safety systems and procedures.
Managed and lead communication with a group of 175-200 teachers in a growing project that resulted in 15% of improvement on standard testing.
Analyze accountability for meeting and exceeding district economic and academic goals.
Develop strategic planning and forecasting; appraise performance; reward and discipline employees; resolve problems; and address staffing needs.
Created articulate curriculum base trainings sessions for 300 faculty and staff members.
Negotiated with publishers and vendors which resulted on school district saving 20% of the district budget for textbook purchasing.
Created webinar seminars for a team of 300 teachers for 3 different departments.
Elementary Teacher & Math Facilitator August 2002 to August 2010Houston ISD － Houston, TX
Analyzed each department's training needs and developed new training programs based on the analysis.
Integrated technology into each training session such as the Smart board.
Assisted campuses in the identification and appropriate placement of students in classrooms to accelerate progress.
Coordinate vertical Math program for the feeder pattern that lead in a 3% teacher retention.
Monitor fidelity of Math developmental programs.
Work as a liaison between central office Math Department and campus personal.
Assess teachers' professional development needs.
Analyzed and collect student assessment data relating to Math performance to lead instruction.
Worked with Executive Principal and school administration to develop and coordinate the campus intervention model.
Performed intervention to different Tier levels based on performance on standard test Ensured accurate use of grading aligned to state mandated tests Provided opportunities for the students to use appropriate grade level technology tools Languages Spanish.
Education and Training
M.B.A : Business Administration, Management and Operations, 1 2002Saint Ambrose UniversityBusiness Administration, Management and Operations
B.A : Economics, 1 2000Loras CollegeEconomics
academic, articulate, budget, business plan, call center, coaching, client, customer satisfaction, excellent customer service, customer service, data base, direction, forecasting, Government, help desk, HR, instruction, inventory, Languages, team leadership, managing, Math, meetings, office, payroll, personnel, policies, progress, purchasing, receiving, reconciling, Safety, sales, seminars, Spanish, staffing, strategy development, strategic planning, Supervisor, teacher, trainer, training programs