Customer Service Training

Donna Hinckson-Torres

**** ********** ****** ( TAMARAC, FL 33321 ( 954-***-**** (CELL) (

********@***.***

< I bring to your organization an extensive training and development

background with experience in adult learning principles, meeting

management expectations, LMS implementation and management, classroom

facilitation, and E-Learning development and implementation. I am seeking

an instructional design and/or classroom facilitation position.

Training Skills

LMS IMPLEMENTATION & MANAGEMENT Performance Management

E-Learning Course Design (Articulate & Creation of Job Aids / Manuals / Cheat

TrainerSoft) Sheets

Classroom Facilitation Systems Training

Instructional Design New Hire Training

Training Needs Assessment New Product Training

Microsoft Office Proficiency

Professional Experience

TXVIA, INC. - TAMARAC, FL

Customer Service Team Lead/Trainer, Oct 2009 to Oct 2010

Created and updated classroom training materials, including product

knowledge, telephone etiquette, customer service, and client regulations.

Planned curriculums, created training materials, and determined methods

of presentation. Conduct classroom and one-on-one training, and evaluated

the effectiveness of training programs.

Key Results:

Classroom Training Other Duties:

Conduct Needs Analysis Determining Training Needs

Curriculum / Instructional Design Developing Training Strategies

Create Instructor Guides, Participant

Manuals, and Employee Cheat Sheets

Program Implementation

Employee Interactions:

One-on-One Coaching

Performance Management

Working within a Team

space coast credit union (formerly Eastern Financial florida CU) - Miramar,

FL

Senior Training Specialist, Mar 94 to Oct 2009

Designed and developed E-Learning and classroom training programs

including New Hire Orientation, Proprietary Software Training,

Regulation, Financial Ethics, and Debt Management courses for

professionals in the financial industry. Plan programs, create training

materials, and determine methods of presentation. Conduct classroom

training and evaluated the effectiveness of training programs.

Key Results:

E-Learning (Articulate & Trainer Class Room Training:

Soft):

Storyboarding Conducting Needs Analysis

Instructional Design Curriculum / Instructional Design

Quiz Creations Class Facilitation

Program Implementation Create Instructor Guides and Participant

Manuals

Other Duties: Employee Interactions:

Determining training needs One-on-One Coaching

Developing training strategies Performance Management

Researching new technology relevant to Working within a Team

training Excellent Communication Skills

Proficient with utilizing features of

an Learning Management System (LMS)

RYDER sYSTEMS iNC. - Miami, FL

Human Resource Coordinator, Oct 94 to Mar 96

Key Responsibilities:

< Coordinated and scheduled candidate interviews

< Arranged travel (flights, rental cars, hotels)

< Provided administrative support to three department heads

pitney bowes iNC. - New York, NY

Training Coordinator, Aug 93 to Aug 94

Key Responsibilities:

< Trained customers on use of mail management computer systems

< Troubleshoot system errors

< Conducted annual mail meter reviews

PIMS New york - New York, NY

Word Processing Manager, Jan 90 to Jul 93

Key Responsibilities:

< Managed a word processing department of four employees

< Hired and trained word processors

< Scheduled workload

< Managed deadlines

Education & Certifications

UNIVERSITY OF PHOENIX

< Associates in Business (AAB) in 2009

< Bachelors in Business Communications in 2011

Training Designations:

< Langevin Learning Services - Training Generalist Certification, 2003

< Florida International University - Training & Human Resource Development

Certification, 1998

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