Sales Customer Service
Resume:
Maria E. Cormane
Plano, Texas 75074
(acu1e7@r.postjobfree.com)
TRAINING MANAGER
PROFESSIONAL SUMMARY
Bi-lingual results-oriented, customer-focused and highly motivated Learning professional with extensive experience in Training and Development, Leadership, Coaching, Career Assessment, Succession Planning, Organizational Change, and Train the Trainer Certification, in an international arena and for a variety of industries.
Core Competencies
Judgment / problem solving
Planning / organizing
Teamwork / interpersonal
Instructional Design
Communication / collaboration
Project / process management
Work ethic / motivation
Performance Improvement
Adaptability / initiative
Ethics / integrity
Recruiting / hiring
Coaching / change management
NOTABLE CAREER ACHIEVEMENTS
Created and facilitated a Train the Trainer Module for Managers for 2 cruise lines improving critical training and coaching skills which significantly improved overall crew member performance and certified internal facilitators as DDI Master Trainer.
Participated in a 3 year organizational change project for a multinational mining and petroleum company, which involved conducting 360 assessments, leadership training, team building and coaching at the Chilean Mining operation.
PROFESSIONAL HISTORY
OCEANIA CRUISES, Miami, FL 2008 – Current
Training and Development Manager / HR Manager
Responsible for HR related functions with primary focus on Training and Development encompassing; New Hire, Customer Service and Leadership Training; providing ongoing coaching and mentoring of management team, establishing Career Development and Succession Plans and reviewing Performance Appraisals.
Managed the existing training program encompassing harassment, policy, service, sales, and leadership training as well as created specialized sessions as needed by various identified training gaps.
Coordinated the appraisal process including training managers on creating effective performance appraisals, coaching on performance discussions, reviewing and approving the appraisals for 480 employees.
Created and launched a Train the Trainer Module for Middle and Upper Managers improving essential training skills and increasing crew member retention and performance.
Improved the Leadership program by including follow up sessions and one-one coaching needed to ensure training skills were being applied, measuring gaps of learning and creating development plans.
Managed career development initiatives including assessing skills, appropriate career path, teaching resume writing and interview skills as well as participated in the interview and assessment process.
ROYAL CARIBBEAN INTERNATIONAL, Miami, FL 2005 – 2008
Training and Development Manager
Responsible for training and development of officers, managers, front-line supervisors and crew, as well serve as relief Human Resources Manager onboard the Royal Caribbean Fleet of ships.
Managed and facilitated the Leadership Development program for all officers and managers, comprising of Effective Communication Skills, Building Effective Teams, Making Effective Business Decisions, Coaching to Improve Performance and a variety of other specialized training modules designed to improve leadership skills at all management levels.
Facilitated New Hire Orientation workshops encompassing; Exceptional Service, Cultural Diversity, Ethics, Safety Training and developed specialized customer service training for Food and Beverage, Guest Relations, Housekeeping and Photo departments.
Provided career development assessment and coaching including; creating effective resumes, writing and conducting performance appraisals, creating development plans, providing effective feedback and cross-training.
Cross-trained and served as relief Human Resources Manager responsible for reviewing and signing all contracts, all appraisals and disciplinary forms, coordinating masters hearings, presiding over labor and human relations issues, managing crew office as it relates to new crew arrival and departure, while HR was on vacation.
DEVELOPMENT DIMENSIONS INTL. / INMA CONSULTANT, Dallas, TX 1995 – 2005
Organizational Change Consultant / Master Trainer / Coach / Project Manager/ Mentor for Various Worldwide Organizations & Industries
TRAINING
Responsible for providing a variety of consulting, training, assessment and coaching services to organizations in North American and Latin American Markets and onboard premier Cruise Lines.
Facilitated Leadership, Workforce Development, Performance Management, Effective Communication, Conflict Resolution, Exceptional Customer Service and Sales, Certification of Facilitators, and a variety of additional types of specialized training for Executives, Middle Management and Front Line Employees.
Provided employee assessment services and 360 feedback evaluations for various organizations enabling successful company employee development and promotion programs.
Provided Leadership development coaching to top level-executives and career development coaching for mid-level managers and front line employees.
EVENTS / SALES
Responsible for the development and management of worldwide workshops and conferences for the International Newspaper Marketing Association.
Developed, planned and managed 2 yearly Divisional Conferences for 180 – 200 attendees and 7 yearly industry workshops for 70 – 80 attendees held in North America and South America.
Negotiated contract deals with the top international hotels in excess of US$2,000,000+.
Managed and trained a team in the art of exceptional sales, customer service, and event management ensuring international media companies subscribed as members and attended conferences surpassing goals by 20%.
REAL MEDIA, Miami, FL 1999 – 2000
Director, Media Services
Responsible for negotiating advertising representation agreements, software purchases and leases; providing consulting services and training for major media companies and websites in Latin America and U.S. Hispanic Markets; speaking at International and Latin American conferences and managing a Media Services team.
Formed a management team responsible for establishing the Latin American Division: hiring and training 22 people for the Miami Regional Office and 10 people for the Brazil and Mexico Operations.
Negotiated high level representation agreements with the top branded media companies and sites in Latin America and U.S. Hispanic Markets, growing the network from 8 to 100 sites in 6 months.
Created, facilitated and managed Internet Advertising and Sales Training programs, workshops and events for media companies, websites, advertising agencies and advertisers in Latin America.
CLAIM SERVICES RESOURCE GROUP, Dallas, TX 1990 – 1995
Manager, Sales and Marketing
Responsible for implementing and supporting a sales management information system, preparing and providing all sales, systems and software training, scheduling and coordinating trade shows and events.
Established a telemarketing unit to support the sales and prospecting efforts of a nationwide sales force.
Developed a sales training program and support materials, where none existed, for nationwide sales force.
Implemented, trained and supported sales management information system in support of 10 offices nationwide.
Established an overall marketing plan for National Accounts and helped create innovative promotional materials and exhibit booths increasing trade show traffic by 25%.
INTERNATIONAL MAILING SYSTEMS/HASLER, Cincinnati, OH 1989 – 1990
Sales Representative
Responsible for sales of Mailing and Shipping equipment and processing of contractual lease, purchase and service agreements within a new market and against a major established competitor.
EMBASSY SUITES HOTEL, Cincinnati, OH 1988 – 1989
Sales Representative
Responsible for negotiating corporate sales contracts, presiding over client functions and coordinating pre-opening and post-opening marketing plans and exceeding monthly sales quotas by 50%.
OTIS ELEVATOR CO., div. UNITED TECHNOLOGIES CORP., Chicago. IL 1977 - 1988
Credit and Collections Manager 1986 - 1988
Regional Purchasing Representative 1984 - 1986
Service Management System Coordinator 1980 - 1984
Assistant to Regional Superintendent 1978 - 1980
Statistical Analyst 1977 - 1978
Conducted sales training workshops for newly hired sales representatives as part of leadership development.
Created and conducted field purchasing training programs, sales training programs and orientation of new sales associates.
Negotiated purchase of elevator/escalator material, office equipment and office supplies in excess of 150 million.
EDUCATION
B.S. Marketing, Roosevelt University, Chicago, Illinois
PROFESSIONAL DEVELOPMENT
Management and Supervisory Skills Seminar Foundation of Leadership Certificate
Philip Crosby Quality Improvement DuPont Safety Certificate
DDI Master Trainer & Targeted Selection Certificate HR Management Certificate
Employment Law & Talent Magnetism Seminars Microsoft Professional
STCW Safety & Lifeboat Commander Certificates Fluent in Spanish
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