Management Customer Service
Resume:
**** ******** **.. **********, ******** *****
Cell: 503-***-**** Email: *********@*****.***
Page 1 of 2
Missy Heck Professional Resume
“DIRECTOR, TRAINING AND DEVELOPMENT” WILMINGTON, DE
Over 15 years as a Human Capital Management Professional, eight years in Project Management and ten years of
Learning, Training and Development related experience. Extensive design, development and implementation of
organizational and change/ transition management programs for worldwide organizations. Proactive team leader with
proven ability to drive solutions aligned with corporate strategic objectives and build strong relationships across
functions and verticals. Well versed in Project Management Institutes best management practices with proven
leadership experience in all phases of the implementation lifecycle.
AREAS OF ORGANIZATIONAL EFFECTIVENESS EXPERTISE
• Organizational Change/ Transition Management - ADKAR • Total Quality Management
• •
Mentor / Succession Program Design and Development Communication Strategy
• •
Policy and Procedure Development Global Training and Development
• Project Risk / Needs Analysis Contract Negotiation
●
LEARNING AND DEVELOPMENT ● PROJECT MANAGEMENT ● TRANSITION MANAGEMENT
LEARNING AND DEVELOPMENT:
• Managed 15 direct reports and operations to develop and facilitate orientation and training and learning programs in
areas including leadership, safety, and succession planning. Defined and developed metrics to monitor and evaluate
training programs and identify needs using adult learning concepts and theories.
• Provided instruction in areas including leadership, communication, sales, change and transition management, customer
service, six sigma and other various technical and soft skills. Designed and deployed self-directed training programs
and materials. Collaborated across functions and cultivated productive business relationships.
PROJECT MANAGEMENT:
• Oversaw planning for 12 global sales and marketing training events (400 attendees each, $8 million budget) annually.
Strategic thinker with a track record of increasing team proficiency / productivity while decreasing costs.
• Proactive team leader with proven ability to manage staff development, lead and build high performing teams, drive
strategic and tactical solutions, aligned with corporate policies / objectives, and build strong business relationships
across functions / verticals in the U.S. and overseas. Team lead for companywide PeopleSoft / CRM and ERP data
migration and deployment using both waterfall and agile methods.
TRANSITION MANAGEMENT:
• Developed and implemented a wide range of strategic communication and issue management campaigns providing the
highest level of service through proactive account management, tool definition and processes development. Ensured
readiness of staff and stakeholders for future strategic business environments through implementation of transition
management methodologies and project processes.
• Supported and drove organizational excellence in program/project management and process definition by using PMI’s
best management practices and transition management principles/ methodology across global initiatives.
RELATED PROFESSIONAL WORK EXPERIENCE
Lattice Semiconductor February 2004 – October
2008
Training and Development, Worldwide
LEARNING AND DEVELOPMENT: Maximized value by spearheading organizational learning and development
processes, including global event logistics and full training life cycle management. Devised and deployed cost-cutting
process improvements in areas such as vendor management, MBO/ KPI management, competency-based management
programs, transfer of knowledge, LMS management and needs analysis.
PROJECT MANAGEMENT: Directed multiple projects and optimized resource allocation. Cultivated productive
internal and external customer and vendor relationships, including negotiation of favorable contracts. Developed training
curriculum and new employee orientation programs. Prepared and delivered presentations to senior stakeholders on
prospective need, risk, budget and resource analysis. Delivered strategies and solutions for integration, driving innovation
and product use.
Page 2 of 2
Missy Heck Professional Resume
TRANSITION MANAGEMENT: Developed transitional and change management communication strategy and plan
for strategic initiatives raising awareness, generating momentum and influencing behaviors across the organization.
Maximized value by spearheading organizational learning and development processes, including global event logistics and
full training life cycle management, vendor management, LMS needs analysis, SABA deployment, implementation and
management.
Entertainment Publications, Inc. January 2002 – February
2004
Training and Development Facilitator / Account Coordinator
LEARNING AND DEVELOPMENT: Oversaw multiple programs, determined and defined training and
organizational metrics, benchmarks and controls . Extensive experience devising and implementing training curricula, and
collaborating across functions to optimize programs. Created materials and provided training in sales, finance, human
resources, soft skills and customer service.
PROJECT MANAGEMENT: Prepared and implemented core technology knowledge evaluations. PeopleSoft
migration Project Leader providing process improvements, requirements analysis, logistics, strategic planning for human
resources, customer service, finance and sales departments. Single point of accountability for defined scope, plans, and
deliverables.
TRANSITION MANAGEMENT: Designed and led training development supporting change and transition
management, communication, and awareness. Served as SME on global change / transition management strategy and
project deliverables for global strategic change initiatives. Led transition management needs analysis globally, developed
new content, and facilitated training/ workshops.
United States Army March 1996 – December
2001
Training Development, Human Resources Manager
LEARNING AND DEVELOPMENT: Increased team proficiency scores and decreased employee deficiencies by
facilitating adoption of a program to certify all personnel as subject matter experts (Train the Trainer), through analysis of
organizational requirements and successful lobbying of senior management to allocate the necessary resources.
PROJECT MANAGEMENT: Directed and developed training, certification, succession and curriculum programs,
including supervision of nine team members. Assessed enterprise-wide requirements in collaboration with senior
management. Strengthened organization through efficient implementation of recruiting plans.
TRANSITION MANAGEMENT: Managed communications plans, stakeholder relationships, best practice sharing of
solutions across the business and theaters. Partnered with stakeholders, providing guidance and analysis, helping identify
and escalate issues/risks/dependencies and facilitating communication across teams/ functions / verticals.
UNIVERSITY EDUCATION AND ACTIVE PROFESSIONAL ASSOCIATIONS
Masters of Business Administration (MBA) – Double Specialization in Project Management and Human
Resources
Keller Graduate School of Management - Portland, OR
Bachelor of Science Degree in Business Administration (BSBA) – Specialization in Project Management
DeVry University - Portland, OR
Master Black Belt Six Sigma – Green Belt, Black Belt and Lean
Villanova University – Philadelphia, PA
Project Management Institute (PMI) - www.pmi.org Active
Member 2011
Society for Human Resources Management (SHRM) - www.shrm.org Active
Member 2011
American Society for Training and Development (ASTD) - www.astd.org Active Member
2011
Page 3 of 2
Missy Heck Professional Resume
TECHNICAL PROFICIENCIES AND CERTIFICATION
OFFICE/PRODUCTIVITY: MS Office: Excel, PowerPoint, Access, Visio, MS Project, PeopleSoft, Oracle,
Adobe Connect, WebEx, Saba, Go To Meeting, Moodle, eCollege, Taleo, Success
Factors
CERTIFICATION: Train the Trainer, Safety, Accident Prevention, EEO, Diversity, Ethics, Lean, Six
Sigma
Page 4 of 2
Missy Heck Professional Resume
Contact this candidate