Customer Service Training

Jesstine Baskerville

** ****** ***** - ******, *** York - 11003 - 516-***-**** -

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

Objective: To fully utilize my extensive experience in the field of

Training and Development and successfully contribute to the strategies and

goals of my employer.

EXPERIENCE

July 2007 - August 2011 - Administrative Analyst (Temporary) - New York

City Human Resources Administration - New York, New York

A Project Leader for various training initiatives including; training

assessments, course development, knowledge management, budget monitoring,

and training evaluation.

Milestones:

- Created and maintained the KSA matrix system - 8200 pre/post tests

per month

- City Wide Customer Service Design and Training Initiative - Member

of curriculum design team - Trained 500+ Trainers for city wide

delivery

- Designed more than 15 workshops in Professional Development,

Leadership and Self Awareness within a year.

- Provided one/one coaching and career development to 236

Directors/Asst. Directors

- Assessed, designed, and evaluated for modification a 9 month

"Train the Trainer" curriculum..

August 1994 - June 2007 - Owner

Executive Director - The Children's Campus - Brooklyn, New York

In compliance with the N.Y.S. Department of Labor and leading a staff of

29, I was responsible for the day to day operations including but not

limited to: early childhood curriculum design, staff development and

motivation, community involvement.

Milestones:

- Featured in Crane's Business Magazine (1999) for Technological

Creativity in the Childcare Business

- Featured in Brooklyn Chamber of Commerce(1998) for best Business

Practices

- Designed and delivered business enhancement workshops for small

business owners of the community.

September 1984 - March 1994

Senior Training Specialist - First Chicago Trust Company - Jersey City, New

Jersey

I implemented the design, delivery and evaluation of company wide training

initiatives. I negotiated out-sourcing contracts. Assisted in the

development and monitoring of the training budget.

Milestones:

- Wrote the $3.65 million dollar grant proposal for company

relocation incentive from New York to New Jersey.

- Worked with a team of Dividend Reinvestment Specialists to write

the proposal to form a formal training department.

- Self mastered the IBM AS400 to design and deliver technical

training to more than 3000 employees

- Designed all computer based training programs in stock escheatment,

dividend reinvestment and demutualization.

SKILLS:

Microsoft Office - Advanced

Microsoft Outlook - Advanced

A.D.D.I.E. Instructional Design Model - Advanced

Kirkpatrick's Evaluation Strategies - Advanced

The Fifth Discipline (Self Awareness) - Advanced

Blended Learning Techniques - Advanced

HTML - Intermediate

PHP - Beginner

Quicken - Intermediate

Quickbooks - Advanced

ADP Payroll System - Intermediate

Dreamweaver - Advanced

Microsoft Expression Web - Advanced

Front Page Editor - Intermediate

D.I.S.C. - Work Behavior Tool - Advanced

Myers Briggs Personality Type Indicator - Advanced

Currently seeking Green Belt - Six Sigma certification

EDUCATION

Adelphi University - Business Coursework - 2004

New York University - Training and Development - Advanced Diploma - 1991 -

1993

Central City Business Institute - A.A.S. - Business Management - 1979 -

1981

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