Post Job Free

Resume

Sign in

Training Customer Service

Location:
Lake Charles, LA
Salary:
80-90000 annual
Posted:
June 20, 2014

Contact this candidate

Resume:

PAUL J. SAVKO

COVER LETTER

I am a Training & Development, HSE Training, Leadership, Behavior Based Training, O.D. and

Human Performance, Professional Development Consultant with over 30 years in Training &

development, Quality, Customer service, twelve years in senior level corporate HR Training

management, Mentoring, Executive Development, curriculum design and development, Change

Management, Employee Relations and Senior Management of the Training Function at both

Sheraton Casino (Caesars Gaming) and Time Warner Cable. I served as a member of the Caesars

“Legacy” guest services development group with DDI team. I retired from Time Warner in 2003.

I am a currently a Contract Training Specialist and training facilitator with the Louisiana Economic

Development Board, Project Fast Start. In that role I perform design and development of

continuous improvement, Workforce Development, Leadership Development, Behavior Based

Training, Performance Coaching, sales training, Multi-generational Team Building, Call Center

training, management training, coaching, training curricula, SOP development and training

facilitation for corporations new to the state of Louisiana.

My background also includes work as Facilitator-Consultant for offshore training services

domestically and internationally across the range of off-shore Gulf of Mexico, North Africa

petroleum and U.S. land based oilfield companies.

In addition, I have nineteen years of direct management of student services in higher education at

two major universities.

Respectfully,

Paul J. Savko

1

RESUME - PAUL J. SAVKO, Jr.

EDUCATION Newberry College, Newberry, SC

Bachelor of Arts Degree, (B.A.) Economics.

The University of South Carolina, Columbia, SC

Master of Education, (M.Ed.)

Organizational Behavior

EXPERIENCE

Sheraton Casino & Hotel (Caesars Gaming)

December 1994

September 1999 Robinsonville, Mississippi

Manager, Training & Development.

Responsible for budget, needs assessments, research, design, coordination, scheduling,

implementation and delivery of all internal and external training programs for all staff levels.

Coordinated all employee training events. Coordinated department technical skills trainers, cross

departmental training for hotel and food & beverage operations.

Served on corporate development team, delivered and evaluated Caesars Legacy Guest Services

Training program. Trained and certified facilitators (DDI methodology), for continuous performance

improvement cycle. Created Executive Development program and 360 assessment program.

Assured that status of performance evaluations, job descriptions, and work standards were

maintained. Managed employee relations team and directed college recruitment. Responsible to

the V.P. of Human Resources for consolidation of data, and feedback of data, for the annual

Employee Satisfaction Index survey. Compiled results of employee performance feedback by

department, and performed follow-up implementation strategies for annual executive summary

reports, and all subsequent training. Supervised two Training Specialists and three other OJT

trainers specific to the gaming operations area.

Time Warner Communications

September 1999

May 2003 Memphis, Tennessee

Senior Manager, Training & Development.

Responsible to Director of Human Resources for budget, needs assessments, research, design,

coordination, scheduling, implementation and delivery of internal and external training programs

for all staff levels and contracts. Partnered with executive & HR team to ensure achievement of

company continuous improvement and financial goals. Facilitated training needs assessments and

coaching as part of overall talent pool growth and executive development.

Coordinated all cross-departmental training. Supervised two Training Specialists, one curriculum

developer and one Technical Training Coordinator. Also responsible for cross training process work

teams with engineering and sales. Responsible for consolidation of data and feedback of the

annual (ESI) Employee Satisfaction Index survey; continuous improvement process cycle reporting;

employee relations, turnover, department performance and statistical reports, Continuous

2

Performance Improvement plans and ROI for all training segments. Delivered High Performance

Sales training. Coordinated all-employee training events. Administered educational assistance and

tuition reimbursement programs. Compiled results of employee feedback by department, and

follow-up implementation strategies for annual executive summary reports and Career

Development.

Responsible for Call Center curriculum development, and delivery of CSSR Customer Service

Training for new CSSR’s and Customer Service Sales Reps. Design and deliver Technical Installation

training program and monitored all competency and QA process monitoring.

Implemented on-line learning methodologies; aligned, and delivered all corporate mandatory

management trainings, soft skills, cross-functional team and sales training. Coordinated/planned

and developed executive training with the Director of Human Resources. Assured status of

performance evaluation, continuous improvement, job descriptions, employee relations and work

standards. Established on-line E-Learning through Time Warner Academy.

Environmental Quality Solutions

October 2004

(a division of Heavenly Sunshine Cleaning, Inc.)

2006

Southaven, Mississippi, Chief Operating Officer, decontamination division.

Maintained operational responsibility for implementation, startup, marketing, technical product

development, service strategy, safety and sales for the environmental air quality services division.

Mold remediation, structural decontamination, certified use of WMD chemicals.

Randy Smith Training Solutions, Lafayette, Louisiana.

February 2007

March 2008 Facilitator of Behavior Based Safety Training and systems in North America.

Clients served include; Patterson Energy (PUTI); Global Santa Fe;

Oceaneering; Conoco Phillips and Kerr McGee.

Performance Coaching International

March 2008-

December 2008 Lafayette, LA

Facilitator

Behavior based safety training and continuous improvement coaching for

global offshore petro systems in US, Mexico and the Congo. Clients

included Hercules Offshore and Chevron.

Louisiana Economic Development Commission

October 09

Project Fast Start

Present

Contract Specialist for training design, training and facilitation.

Perform design and development of skills improvement, general safety,

behavior based safety, continuous improvement, management training,

coaching, training curricula, SOP development and training facilitation for

3

Roquette America

October 10-

September 11 Keokuk, Iowa

Pharmaceutical Corn Syrup, Glucose & Dextrose Manufacturing

Designed and delivered 40 module post-strike safety training for incoming

temporary and existing plant employees. Created new safety & QA

Employee Handbook, Wastewater Treatment Training, Security Training,

and completed all re-hire safety training, post-strike, for union re-hire.

corporations new to the state of Louisiana. Undertake project

management assistance for selected, assigned clients.

Clients served include, ConAgra Industries, Shaw Nuclear (SMS), STUPP

Pipe Mfg., CQMS Razer USA (Foundry-Drag Line Mfr.), Gardner Denver

Thomas, SASOL, Aeroframe, Ronpak and Coca Cola USA.

Allied Safety Associates

September 2012

Contractor

January 2013

Entergy – Enhanced Human Performance Project

Facilitator/Developer for Utility company-wide initiation of Enhanced

Human Performance Safety Training, using the US DOE Nuclear Model, in

Texas, Arkansas, Louisiana and Mississippi.

Acadian SMS training Academy

January 09-

Present Lafayette, LA

Facilitator-Consultant Offshore Training Services across the range of Gulf of

Mexico petro and U.S. Land based oilfield companies; Hercules Offshore,

Oceaneering, Noble Drilling and Chevron.

Facilitate training in OSHA, USCG, DOT, MMS, skilols development,

Behavior based safety systems, HAZMAT, HAZWOPER, SafeGulf/SafeLand,

Food Safe, Confined Space, Atmospheric Testing, Oilfield Safe

Transportation and Air Quality Testing.

PUBLICATIONS

Savko, Paul J. “Getting Results in the Process of Planning.” Proceedings,The 66th Annual

Conference of The Association of College Unions-International, pp. 66-68. 1986.

Savko, Paul J. “Managerial Effectiveness: Getting Employees Unstuck.” The Bulletin of

The Association of College Unions-International, January, 1988.

4

CERTIFICATIONS & TESTING:

1990 ODI, Quality Management Skills

1992 Juran Leadership, ISO 9000 - University of Houston

1994 Myers Briggs, (MBTI) Training Certification, University of Florida;

1995 High Performance Sales Training Certification, Stuart Atkins, Inc.

1996 Licensed facilitator for the LIFO Training System for Individual, Team and

Leadership productivity.

1997 Leadership Practices Inventory – The Tom Peters Group; Situational Leadership

Certification/Sheraton.

1996 Caesars - Trainer Training Skills; Leadership at Sheraton; E.S.I.

1997 Caesars Gaming Guest Services Initiative & Development Team

Development Dimensions International, (DDI), Master Trainer Certification.

1997

2000 Behavior Based Training Cert. Allied Safety

2004 Certified Air Quality Specialist (NAMP)

2004 Certified WMD Chemical applicator.

2005 Performance Coaching Certification – Blanchard

2009 OSHA, DOT, Safe Gulf/Safe Land, Atmospheric Testing training certification.

5



Contact this candidate