Customer Service Training

Sai Pituk

**** ******** ***** **** ***, NJ *****

915-***-**** / ********@*****.***

Profile Summary

Results oriented, self motivated individual with progressive experience in

Recruiting/Talent Acquisition, Training Design & Delivery, Human Resources

Management, Project Management and Change Management Initiatives.

Excellent contributor to sales and success, consistently exceeding goals

and customer service expectations. Key strengths include team player,

creative thinker, versatile, effective problem solving. Demonstrated leader

with strong interpersonal skills and ability to establish successful client

relationships.

Professional Experience

Concentric Group Consulting Redondo Beach, CA 2003

- current

Organizational consulting boutique specializing in organizational

development, adult training design and delivery, and change management.

Senior Consultant (Part Time)

Leading and managing organizational and change management initiatives such

as training, acquisitions, communications, and SAP integration. Well

versed in organizational change methodology. Experienced in large scale

change, group level change, and individual change. Project list includes:

Northrop Grumman Corporation

. Supported a team of consultants on a gap analysis during the

realization phase of SAP implementation for Northrop Grumman.

Activities involved developing questionnaires and conducting

interviews with engineers and management; and performing qualitative

and quantitative analysis of findings. Project recommendations were

drafted to improve communications, leadership sponsorship, and end-

user learning and adoption of SAP.

. Implemented training and training strategies to meet client`s goals.

XAP Corporation

. Conducted a customer-wide service analysis for XAP Corporation (Culver

City, CA, USA) to improve customer service effectiveness. XAP client

base included university state systems in public and private sectors.

Results of employees' ratings were compared to customers' rating using

a statistical analysis program. Recommendations on additional training

and action plans were drafted accordingly to increase overall customer

service satisfaction after integration of the new SAP.

. Partnered with HR and SME's develop and implement training.

Singapore Airlines

. Co-led a change management consulting project for Singapore Airlines

supporting a multi-platform implementation of SAP. Performed triage

procedures. Designed and executed change management work plan

activities involving nine business schools as well as overseas

offices. Activities included performing change readiness assessments;

developing a transition plan to implement organizational changes;

stakeholder analysis; drafting communication plan for executive

sponsors; preparing communication materials including ghost writing

for presentations, training materials, memos, and orientation manuals;

conducting training needs and gap analysis; developing and

facilitating classroom and webinar end user training materials and

process maps; and performing job redesign.

Victoria Blake Management

. Led an organizational assessment project for Victoria Blake

Management, a business management firm (Calabasas, CA, USA).

Activities involved cross functional interviews, questionnaires and

focus groups. Project recommendations led to improved communication

and leadership effectiveness for executive management as well as

developing a performance evaluation system.

. Performed gap analysis and identified needs and solutions for

organizational efficiency.

. Developed and implemented a new performance evaluation system.

Activities involved job analysis of key jobs, writing job

descriptions, drafting communication plan, developing and facilitating

training materials such as process maps, and end-user guides.

. Trained key managers on the basic concept of talent management and

succession planning.

TaraThai LLC (restaurant group)

2008-2013

Owner

. Writing of company handbook covering policies and procedures.

. Overseeing, ordering and tracking all of the food, supplies, equipment

and other inventories needed.

. Conducted succession planning with current employees to ensure the

success and growth of company.

. Directed and conducted all talent management activities to include but

not limited to: Full Life cycle recruiting, hiring processes, training,

directing, scheduling and dismissing of employees.

. Responsible for local and nationwide marketing.

. Oversaw employee competency enrichment.

. Ensured all legal matters dealing with employees such as I-9 compliance

and work permits were in line with state and federal regulations.

. Directed all budgeting and cost control planning.

US Army, Ft. Lewis NCO Academy

2003-2007

S6 / IT Section Chief

2005-2007

. Direct and manage highly visible strategic initiatives from beginning to

end, and develop best practices and tools for project execution within

classrooms at the Non Commission Officers Academy.

. Managed a team of 3 (civilian and military talent).

. Collaborate with leaders and instructors to improve and develop new

training aids for the virtual environment.

. Directs all communications and is the point of contact for the issue

of communications instructions and protocol during operations.

. Train, supported, and facilitated all related institutional personnel in

the development and use of instructional technologies implemented to

insure commonality in the verbal instruction and the digital Training

Support Package.

. Transitioned the academy from out dated paper based training directives

to current virtual training doctrine in accordance with US Army Training

Command.

. Stream lined the academy's virtual infrastructure to allow for new

training doctrine.

. Conducted succession planning to effectively augment military forces with

proper civilian contractors.

. Ensured that users under higher headquarters complied with internet

security and acceptable use policies issued by command staff.

Primary Leadership Development Instructor

2003-2005

. Responsible for training future Non Commission Officers in topics

including but not limited to: Leadership, Training Management, Sexual

Harassment, Time Management, Motivation Theory, Drill and Ceremony,

Consulting Techniques, Warfighting, IED`s and small unit tactics.

. Performed military talent management activities such as evaluating

performance and identifying potential resulting in the recommendation of

a promotion of a soldier.

. Lead assessments on instructional effectiveness.

. Collaborated with fellow instructors on developing learning objectives

for soldiers in the field as well as garrison environment.

. Conducted and engaged in AARs (After Action Reviews).

. Implemented new CMP/POI (Course Management Plan/ Point of Instruction)

while maintaining the currency of procedures and training aids used.

National Guard Long Beach, CA

2002 - 2003

Recruiter

. Review and process candidates for enlistment into the Army National

Guard.

. Responsible for obtaining, checking and preparing documentation for

candidate's enlistment and preliminary background checks.

. Sourced recruits through passive and active recruiting practices.

. Worked closely other regional offices to ensure our mission requirements

were met.

. Tracked progress of all recruits documents from first interview to their

completion of their Basic Training.

Asereth Medical Pasedena, CA

2001 - 2002

Medical Talent Recruiter

. Maintain a thorough working knowledge of all applicable state and local

government, accrediting agency, and client-specific contractual

laws/requirements.

. Identify and recruit potential Healthcare Associates through referrals,

job fairs, company/client-sponsored events, establishing relationships

with local college and technical school placement offices, and developing

new recruiting sources.

. Perform all necessary Human Resource functions for Healthcare Associates;

including verifying references, previous work experience, and all

applicable licensure/certification(s)/OSHA requirements, obtaining

assignment evaluations for performance reviews, and documenting and

administering disciplinary action as necessary.

. Negotiated bonuses and salaries.

. Communicating efficiently with employers and employees ensuring the needs

of both are met in a timely and effective manner.

Education

Farmingdale University

Farmingdale, NY

Pre Medical Certificate

2008

St. Martin's University

Lacey, WA

B.S. Psychology GPA 3.92

2006

Army Small Group Instructor Training Course

2003

Ft. Lewis, WA

SGITC Certification (Adult Learning certification)

Army Primary Leadership Development Course

2003

Ft. Lewis, WA

Designated Honor Graduate

Computer Skills

Proficient in Microsoft Word, PowerPoint, Excel, Outlook, and Internet

Miscellaneous

Secret clearance, Fluent in Thai, expert public speaking abilities

Contact this candidate