Human Resources Training
Resume:
KIMBERLY SMITH, SPHR
Canton, OH 44708
330-***-**** – ************@*****.***
http://www.linkedin.com/in/kimsmith5040
PROFILE
Creative Human Resources Leader with Human Resources and Learning and Development
experience developing leaders to excel in their roles. Passionate focus on customer needs with
ability to analyze business needs, and innovation to align teams and strategies for business
transformation.
AREAS OF EXPERTISE
Talent Acquisition Performance Management
Orientation / Onboarding Team Building
Employee Relations Leadership Development and Mentoring
Training Needs Assessment Succession Planning
PROFESSIONAL EXPERIENCE
DUNKIN’ BRANDS GROUP, INC, Canton, MA 2012 to present
Dunkin’ Brands Group, Inc. is one of the world’s leading franchisors of quick service restaurants.
Brands include Dunkin’ Donuts and Baskin-Robbins. Specific territory of six states in the Mid-West.
Regional Learning Manager
Consult new franchise owners on Human Resources practices during opening phase through
third store completion to include workforce planning, employment practices, talent
acquisition, orientation and on-boarding, training and development. Performed while working
cross functionally with business development, construction development, operations, and
marketing development.
Facilitated Leadership, Guest Service, and Brand Training with franchise owners and
management staff.
Responsible for all learning functions in territory for franchise population as well as Dunkin’
Brands cross functional team.
STARK STATE COLLEGE, Canton, OH 2011
Adjunct Faculty
Teach Mathematics classes in Mathematics/Science department
TIME WARNER CABLE, Akron, OH Northeast Ohio / Western Pennsylvania Div 2002 to 2010
Time Warner Cable is the second-largest cable operator in the US. NEO/WPA is third largest
division with approximately 2500 employees.
Director, Human Resources and Learning and Development
Strategic direction of 10 person Learning and Development Group supporting training and
development for 39 locations including call centers, retail stores, distribution centers, and field
operations through six training locations. Served as mentor and coach to emerging leaders.
Spearheaded training programs on all aspects of the business including Diversity and Inclusion.
Refocused both Customer Service and Technical training to utilize a blended training
approach consisting of classroom, hands on, and computer based training leading to
improved efficiency and enhanced career development opportunities of front-line.
Program development, implementation, and evaluation:
New Hire, Supervisor, and Manager Orientation Program, then counseled
management staff on all employee relations issues.
10 month Leadership Training Program for all division management. Curriculum
"mirrored" MBA program with project formulation and completion by each separate
cohort and training on all aspects of Employee Relations.
Career Progression Program for Customer Care agents, lowering employee
turnover rate from 72% to 34%
KIMBERLY SMITH 330-***-**** PAGE TWO
Technical Career Progression that resulted in equitable pay practices for the
Technical Operations group. Programs encompassed talent acquisition, on-boarding
processes, and employee retention.
Facilitated process of integrating and assimilating entire workforce throughout numerous
acquisitions; specifically facilitated process of management personnel through training
sessions. Lead recruitment process of all customer care agents and interns, including
onboarding and evaluations.
Oversaw Employee Opinion Survey Tool every 6 months
Facilitated roll out of updated Mission and Values statements to all employees in cross-
functional training sessions. Partnered with Senior Team to ensure consistent message was
delivered in each of 200+ sessions.
COMDOC INC, Uniontown, OH 1992 to 2002
ComDoc Inc. is a document managing company offering connected solutions that allow customers to
“Print Responsibly”. During the time period of 1992-2002, it operated as an employee-owned
company with sales of approximately 85 million.
Manager, Corporate Training and Development
Directed corporate training university. Organized and conducted employee training seminars,
including performance management classes, leadership training, customer satisfaction, sales
training, time management, and computer related classes.
Created and hosted a “connected seminar” for the service department to enable technicians
to work closely in a communicative environment.
Collaborated with Lotus Notes Developers to create 2 On-Line assessment tools. One for
use in training sessions to determine needs of internal customers and another for sales
team, as a Relationship Management Tool for tracking external customer contacts and
needs.
Restructured corporate benefit program to improve employee satisfaction while controlling
cost, including negotiation of offerings.
Corporate Trainer
Marketing Support Representative
EDUCATION/CERTIFICATIONS
MBA, Specialization in Human Resources, Ashland University, Ashland, OH
Current member of Delta Mu Delta, International Business Honor Society
BS, Applied Mathematics, Kent State University, Kent, OH
Pi Mu Epsilon – National Mathematics Honor Society
BS, Education, Kent State University, Kent, OH
Past President Kent Chapter Kappa Delta Pi, International Honor Society in Education
SPHR Certification, Senior Professional Human Resources
PROFESSIONAL DEVELOPMENT
Achieve Global: A global resource for performance improvement consulting and training services
Certified by Achieve Global to train: Quality Service Skills, Professional Coaching Skills,
Professional Sales Coaching Skills, and Leadership Skills
DDI (Development Dimensions International) - Certified DDI Facilitator
ASTD (American Society for Training and Development) - Training Certificate Program
PROFESSIONAL MEMBERSHIPS
SHRM – Society for Human Resource Management – Akron Chapter
ASTD – Northeast Ohio American Society for Training and Development
Perry Local Schools/South Stark Career Academy High School of Business Steering Committee
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