Training Customer Service
Resume:
Director of Organizational Training and Development
High-performing senior-level, training executive eager to provide
leadership and deliver results
Over 24 years experience as a versatile, charismatic training
director recognized for presenting complex topics with clarity,
creativity, and enthusiasm. High-energy public speaker and
creative instructional designer, skilled in guiding learners
through engaging, breakthrough learning opportunities utilizing
the ADDIE model and Adult Learning Theories. Innovative
performance improvement director with strengths in training,
staffing, coaching, and career development. Strategic team leader
with extensive track record motivating diverse teams and building
successful client relationships.
Core Competencies
Instructional Design Project Management Strategic Planning
(ADDIE) Proposal Development Organizational Development
Presentation Program Development Budget Planning & Cost
Development Vendor / Client Control
Training Needs Relationships Policy & Procedure
Assessments Team Training & Administration
Counseling & Coaching Development Contract Negotiations
Talent Management Leadership Development
Customer Service
e-Learning
Professional Experience
MGM Grand Detroit, LLC Detroit, MI
Director of Training, Human Resources 5/2011 - 6/2013
Directed the planning, design, and implementation of Company
training programs. Partnered with departmental Vice Presidents to
identify training needs and to develop standards, expectations,
and measurements that ensure proper development and delivery of
programs that are in alignment with Company goals and objectives.
Created, implemented, and maintained a comprehensive, competency-
based training strategy establishing an environment of continuous
learning and increases the productivity and quality of employees
in the delivery of customer service. Defined and recommended
objectives; develops specific short and long term goals for
reaction and evolution of training function, together with
supporting budget requests. Plans and directs the achievement of
objectives.
Designed, developed and led course content to include customer
service, management development, staff education that will
increase morale and build teamwork. Developed training manuals
and workbooks that assist in course facilitation and employee
learning.
Implemented appropriate training measures; monitors and evaluates
the effectiveness of existing training courses, policies,
practices, and processes; and recommends enhancements and
revisions to ensure relevancy and effectiveness, as well as to
maintain cost effectiveness. Researched new delivery methods and
redesigns course content. Provided feedback and improvement
recommendation to senior management.
Managed training department to include budget development and
cost management, staffing, and employee development. Worked in
partnership with Finance to build accurate estimates, forecasts
and calculations of expenses.
Oversaw maintenance of an employee skill and training inventory
through a Learning Management System (LMS). Managed vendor
relationship, identifies and selects external vendors where
necessary.
Oversaw timely and effective communications regarding training
curriculum and courses through written communications (brochures,
signage calendars, etc.) or through verbal communications (one-on-
one or group settings).
Stayed current with industry trends. Conducts and maintains
appropriate benchmarking activities to ensure identification and
implementation of best practices. Kept appraised of federal,
state, and local laws and regulations within areas of functional
responsibility.
Managed all internal and external service excellence shops for
the property. These included Forbes, MGM Grand Resorts
International Secret Service Shops, Take 5, and Quality Assurance
Manager on Duty programs.
Utilized dynamic instructional programs to consistently maintain
Forbes 4 Star and AAA 4 Diamond awards on a yearly basis. As a
result, significant increases in guest satisfaction scores
through Market Metrix were obtained (30% overall increase in
satisfaction.)
Anderson Inspiration, Inc. - Shelby Township, MI
www.andersoninspiration.com
President / Motivational Speaker 5/2010 - Present
Motivates, moves, and inspires men, women and children across the
country. Specializes in Team Building, Personal and Professional
Motivation, Success in Adversity, Breakout Speaker, Closing
Speaker, and Keynote Speeches.
Dedicated life to motivating and inspiring not only youths but
adults to make courageous decisions, never give up, create goals
and aspire to achieve them no matter what obstacles life throws
in their path. Currently working on autobiography.
Has spoken at businesses, trade associations, chambers of
commerce, country clubs, golf events, grade, middle and high
schools including universities. Blends a colorful and emotional
story with organizational needs to produce a highly effective,
engaging presentation.
Showcased on Fox 2 Detroit News, HOUR Detroit magazine, Golf
Digest, Public Radio, and the Golf Channel's Golf in America.
Behavioral Center of Michigan & Samaritan behavioral Warren, MI
Center
Director of Staff Development 10/2010 - 5/2011
Served as Director of Staff Development responsible for
promoting, planning, designing, coordinating, and evaluating
training/educational activities for both clinical and non-
clinical staff. Conducted and analyzed educational needs
assessments for all departments throughout the centers.
Coordinated with all hospital services in designing, evaluating,
planning, presenting, and reviewing educational programs to meet
the needs of orientation, in-service education, and continuing
education of Center personnel.
Developed/coordinated educational plans related to initial and
ongoing competency validation. Presented a yearly plan for staff
development based on identified learning needs of personnel,
licensing, and The Joint Commission standards; conducts learning
needs assessments, makes rounds on patient care units, interacts
with all departments, and serves on committees in order to
identify learning needs. Participated in the selection of all
learning resources.
Provided a general Center orientation program to all new
employees. Maintained and attended seminars and programs related
to psychiatric nursing to maintain up-to-date knowledge of
developments in these areas. Reviewed journal articles and
distributes to appropriate departments in order to provide
present date state of art information. Evaluated effectiveness of
staff development plan through participation in Performance
Improvement activities; provides evaluation summary report of
staff development program at year end and quarterly report to the
Board of Directors and Executive Committees.
Researched, planned and implemented new training facility at
Behavioral Center of Michigan. Adobe Captivate utilized to create
annual competency based computer-based training and instructor-
led programs for new and existing staff. Redesigned new hire
training program in order to achieve maximum effectiveness,
proper resource allocation and premium time management. Created
annual employee performance review program and leadership
training.
BARTECH GROUP (GM OnStar) Detroit, MI
Curriculum Development Leader 8/2009 - 10/2010
Served as Curriculum Development Leader responsible for the
development of new hire and cross training curriculum, as well as,
updating existing training materials to ensure they reflect the
most current process and product-related information. Critical to
the advisor's success in representing "The Voice of OnStar" by
efficiently responding to subscriber's needs while leaving the
subscriber with a feeling of being amazingly well cared for on
every call. Expected to focus on and incorporate all aspects of
effective training and advisor learning principles and work
continuously on the improvement of training delivery, knowledge
retention, and advisor performance.
Expected to effectively managed multiple assignments under
aggressive delivery dates. Responsible for the professional
development and supervision of 7 Curriculum Developers. In
addition, duties include delegating projects and assignments to
appropriate team members. As such it is critical that I am able to
effectively multi-task, identify and anticipate needs, analyze and
leverage resources where appropriate, and demonstrate strong "team
player" behaviors.
Developed and managed assigned curriculum from design to delivery
utilizing a variety of learning principles, strategies and media
for call center advisors. Interfaces with business process leaders
to ensure that curriculum supports existing process, performance
goals, and initiatives. Interfaced with other appropriate OnStar
staff and supplier contacts to obtain and leverage insights, and
resources for the design, development and delivery of curriculum
that support OnStar's Guiding Principles, performance goals and
objectives. Conducted existing curriculum analysis to determine
the most optimal approach to the development or modification to
the training curriculum. Conducted task analysis through call
center advisor observation to ensure training initiatives and
methodologies support production and positively impact early
advisor performance. Revised training materials as appropriate
based on advisor assessment performance results, feedback provided
by supplier, advisors, or other OnStar staff and/or changes in
policy or procedures. Periodically observed the delivery of
training curriculum to ensure execution effectiveness. Provided
training support and consultation to supplier training teams via
"Train the Trainer" sessions and/or fielding questions on existing
training curriculum submitted by the supplier.
CREDIT ACCEPTANCE Southfield, MI
Organizational Development Manager 2/2007 - 1/2009
Served as Organizational Development Manager/Instructional
Designer responsible for the design and development of training
curriculums for over 3 thousand employees. Primarily responsible
for the design and development of soft skill, professional
development and new hire curriculums for the entire Call Center
Division (consisting of Michigan, Nevada, Costa Rica and India).
Utilized needs analysis, gap analysis, focus groups, corporate
goals/initiatives and Kirkpatrick's four levels of evaluation to
propose new or enhanced training curriculums for employees. All
ILT and WBT were designed using the ADDIE model and Adult
Learning Theory Principles.
Redesigned the Collection Call Center New Hire training which
directly decreased the turnover rate by 30%. Designed and
developed numerous soft skill courses such as; negotiations,
anger management, time management, defusing irate customers,
dealing with no, communication strategies as well as several
others. Utilized Kirkpatrick's Level 4 evaluation to gage a
yearly profit increase in collections of 25%. This was a direct
result from the redesigned new hire course and soft skill
courses.
Designed, developed and delivered CAC University curriculum. The
CAC University assisted up and coming junior executives to take
designated courses with pre-requisites that would aid them to
advance throughout the organization. Supervisor consideration,
approval, course selection, registration and facilitation were
all responsibilities I held. CAC University consisted of several
in-house curriculums which I designed, managed and tracked
through the LMS. Curriculums developed included: Creating a
Vision, Taking Intelligent Risks, Influencing Peers and Team
Members, Gaining Cooperation at all Levels, Empowering Others,
Public Speaking, Diversity, Bridging the Gaps between the
Generations, Defining Performance Standards and many others.
Designed, developed and delivered Leadership Development Training
/ Supervisor On-boarding for all Exempt managers. In addition,
developed and implemented a new Performance Management Program
for Exempt and Non-Exempt employees which presented clear,
concise and consistent instructions to leaders on how to set
clear expectations and goals. As a result employee performance
increased on average by 20%.
Researched, purchased and implemented a Learning Management
System (Sum Total) as well as the Captivate authoring tool. By
offering alternative methods of delivering training, trainer's
schedules were not so loaded and they were given the opportunity
to work on other projects as well as their own development. In
addition, employees did not have to leave their desks for a
period of days to receive much needed training. They were allowed
to take self-paced courses at their leisure.
Utilized Camtasia, SnagIt and Captivate to create, enhance and
edit audio/video components for use within ILT, CBTs and
PowerPoint presentations.
Tracked / analyzed quality and training data to determine trends
and recommend process changes or improvements. Determined the
most effective methods to capture, analyze and report out on all
evaluation data including overseeing the processes, once defined
and making recommendations to Senior Management based on analysis
of evaluation data.
Designed, developed and delivered technical training for IT
department. Training consisted of networking troubleshooting,
server upgrades, service level agreements and newly acquired
software. Utilized blended learning principles in order to make
delivery engaging and relevant.
Performed on-going needs assessments/analysis to determine
training needs based on competencies and skill levels needed to
advance our business objectives. Worked with Loan Servicing
Management to develop strategic plan that guided in producing
training programs that supported corporate training initiatives.
COMERICA BANK Auburn Hills, MI
Senior Technical Training Manager 2/2004 - 2/2007
Responsible for conducting training needs assessments,
identifying training strategies, developing and implementing new
training programs and methodologies utilizing the ADDIE model and
Adult Learning Theories.
Created soft skill courses for the Inbound/Outbound Comerica Call
Center. These courses had a positive impact on team
member/customer relations. As a result of the courses that were
implemented (i.e., phone etiquette, first call resolution,
educating CSRs and reducing turnover, etc.) customer experience
feedback increased from above average to excellent within 6
months of training rollout.
Utilized Camtasia, SnagIt and Captivate to create, enhance and
edit audio/video components for use within ILT, CBTs and
PowerPoint presentations.
Designed, developed and delivered technical training to the IT
department. Training consisted of networking troubleshooting,
server upgrades, service level agreements and newly acquired
software. Utilized blended learning principles in order to make
delivery engaging and relevant.
Designed, developed and delivered Corporate Mentoring Program,
Walk-A-Mile Program and Job Shadowing. Designed the Ops College
program which allowed Exempt employees the opportunity to choose
a curriculum and courses that would prepare them for advancement
within the organization.
Designed, developed and delivered quality improvement programs as
well as monthly training programs for professional development
(i.e., Movie and Popcorn). Created course assessments, course
outlines, training materials, desk aids and evaluation
instruments.
Education
Bachelor of Science, Industrial & Organizational Psychology
Michigan State University - East Lansing, MI
Memberships / Associations
American Society for Training and Development (National and Greater Detroit
Chapter)
Technology
Dreamweaver MS Word MS Project
Adobe Captivate MS Excel SnagIt
Adobe Photoshop MS PowerPoint Camtasia
Adobe Page Mil MS Access Lotus Notes
Visio MS Publisher MS Outlook
Windows XP
References and Further Data Provided upon Establishment of Mutual Interest
Keith R. Anderson
54822
Pr F
j H?H
eston Pines lane
Shelby Township, MI 48315
***************@*******.***
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