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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000




Versatile Manager / Coach / Trainer

Communication Dynamics ~ Technology Proficient ~ Program Development


Strategic Management Executive with expertise in driving business, increasing bottom-line revenues, customer relations, and efficiency best practices eager to contribute to the success of a progressive company.  Passionate regarding training and working with diverse client populations to solve relevant needs.  


Qualifications Profile


Ø  Strong analytical background with the ability to work independently on multiple projects with specialized experience in information management, needs analyses, course design and delivery, project management, conflict management, research and data analysis, counseling and training, strategic planning, organization development and change management.

Ø  Strong education background with the ability to inspire and motivate many types of audiences.

Ø  Comprehensive understanding of the training arena due to advanced practical and academic training. 

Ø  Excel in defining and implementing policies, procedures and operational systems that boost productivity, efficiency and quality of the organization.

Ø  Competent leader and mentor who is able to create a team environment, including building collaborative relationships, training peers to perform at maximum efficiency, and the capacity to form cross-functional coalitions in order to ensure knowledge is shared across departmental lines.

Ø  Consistently focus on ensuring development of high-standard teaching protocols. 

Ø  Proven ability to adapt strong process knowledge and technical skills to diverse organization needs.

Ø  Technology savvy and proficient in multiple software systems including MS Office Suite, Lotus Notes, MS FrontPage and Project, Camtasia and MyAutoplay, Goldmine and Lawson HRIS. 


Functional Competencies


Ø  Demonstrate dynamic leadership qualities and strong communication skills in successfully steering planning meetings and delivering comprehensive strategies both inside and outside the classroom.

Ø  Capable of in-depth research and data analysis with the purpose of improving student learning and comprehension of different subjects.

Ø  Embrace organization initiatives and mission statement.

Ø  Develop and implement numerous protocols and policies with the purpose of identifying and resolving relevant educational issues in a proactive manner. 

Ø  Use knowledge of different learning styles and theories to effectively introduce relevant and salient curricula. 

Ø  Increase comprehension and student retention by establishing meaningful educational programs.

Ø  Work to standardize cross-departmental protocols between various departments in order to break down silo mentality and increase knowledge sharing.

Ø  Skilled at managing multiple projects and leading teams in cross-functional, concerted efforts.

Ø  Stay abreast of most up-to-date research and student population trends and data in order to offer most viable recommendations to student base. 

Ø  Provide student support and mentoring whenever necessary.

Ø  Resolve issues quickly through careful data analysis including technical and functional information.

Ø  Actively collaborate with multidisciplinary departmental resources to optimize client outcomes.


Key Professional Achievements


Ø  Achieved superior quality ratings with an average score of 4.85 out of 5.0.

Ø  Instrumental in implementing webinars for training follow-up.

Ø  Achieved superior quality ratings with an average facilitator score of 4.76 out of 5.0.

Ø  Implemented Customer Service Certification Program increasing QA scores by 2.5% in first 6 months.

Ø  Received 3 Commitment and Accountability Awards.




Professional Career Track


Technical Training Specialist, BBC                                                                           2007-2009


  Primary responsibilities included conducting training programs for implementation of Servidyne's iTendant web-based application for preventive maintenance and guest service solutions.  Specific functions included;

  Trained management and staff of hotels, resorts, gaming institutions and large office building customer base.

  Wrote, designed and produced all instructor-led and computer-based training programs.

  Incorporated mobile communication device training C BlackBerry and Windows Mobile.

  Conferred with customer representatives to determine audience-specific training needs.

  Managed program documentation and achieved significant improvements in their user-friendliness.

  Instructed new Servidyne employees in the use of iTendant.

  Monitored budget to ensure appropriation of funds. 

  Executed daily operations of technical support calls.

  Structured and maintained dialogue with customers to ensure implementation and use of iTendant system.

  Restructured and instigated upgrade of all training materials and documentation.


Contractor to Accenture (Bell South), Matrix Resources                                    2006-2007


  Primary responsibilities included execution of daily operations to support all training administrative functions related to monitoring requests, creation of schedules, and management of registration processes for locally delivered courses.  Specific functions included;

  Interacted with Bell South office in India for joint training through webinars.

  Managed training materials prepared by subject matter experts, such as outlines, text, and handouts.

  Conferred with subject matter experts to obtain information for use in planning/scheduling training programs.


Contractor, Turner Broadcasting                                                                               2006-2006


  Primary responsibilities included development and implementation of training programs for new customized accounting software package.  Specific functions included;

  Developed and implemented supporting on-line documentation.

  Trained Turner employees in the use of the TPAS accounting software.


Technical Training Manager, NDCHealth                                                                  1998-2005


  Primary responsibilities included facilitation of delivery of training and development to NDCHealth employees. Programs included project management, customer service, diversity, change management, team building, MS Office applications, and performance and leadership management.  Specific functions included;

  Designed on-line, CBT instructional programs for employees to expand company knowledge.

  Conducted internal Needs Analysis with the call center operations for pharmacy and hospital business units. 

  Developed and managed internal Learning Management System for employee training activity.

  Managed on-line computer based training program with above industry average adoption rate.

  Created and maintained intranet sites for the Training and Human Resource departments.

  Developed technical documentation to support policy and procedures for Oracle i-Time and i-Expense.

  Created and managed employee training database in Lawson HRIS. 



Academic Training & Additional Information


n Bachelor of Science, Florida Atlantic University

n Certifications: Paradigm Learning, Training Needs Analysis, Information Mapping, Achieve Global, Instructional Design


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