Training Customer Service

QUALIFICATIONS SUMMARY

Self-directed, innovative, adaptable training professional with a diverse

background spanning training, development, and change management for global

technology, transportation, and supplier/manufacturing companies. Skilled

at employing adult learning theories to engage employees and ensure

knowledge transfer. Analytical project manager, possessing determination

and capability to translate an overall vision into tactical plans. Results-

oriented strategic partner with effective communication and interpersonal

relationship-building skills, developing solid rapport with individuals at

all levels of an organization. Technical proficiencies include Microsoft

Word, Excel, PowerPoint, SharePoint, Project; Webex; Camtasia; law firm

applications. Fluent in English and Portuguese with basic language skills

in Spanish.

( Leadership/Team Building ( Strategy Development (

Mentoring/Coaching

( Restructuring Initiatives ( Project Management (

Dealing with Ambiguity

( ADDIE Methodology ( ASTD Methodology ( Change

Management

CAREER ACCOMPLISHMENTS

. Built a collaborative global training department, supervising seven

members of the international trainer group in new project initiatives,

sharing resources/knowledge, and standardizing training best practices.

. Deployed an online training intranet site by supplying on-demand

knowledge to global staff.

. Spearheaded the first e-learning programs, reducing training time and

increasing information retention.

. Championed the change manager and training specialist role on all

projects, ensuring that training and change strategies were implemented

for major business initiatives.

. Implemented a monthly newsletter focused on educating a global workforce

through knowledge sharing, receiving recognition from the CFO;

facilitated adoption and implementation by other departments.

. Led and facilitated organizational change management for new business

initiatives, preparing employees for changes in job roles.

PROFESSIONAL EXPERIENCE

SHEARMAN & STERLING, LLP, New York, New York 2007-Present

International law firm, advising the world's leading corporations and

financial institutions.

Supervisor of Workplace Learning

. Conducted training needs assessments to understand gaps in knowledge and

design programs to address these needs.

. Provided performance coaching to employees based on needs identified by

their managers/directors.

. Developed a strategy and deployed a customized FranklinCovey time

management course to address organizational needs.

. Managed sensitive change management projects, ensuring confidentiality

prior to deployment of initiatives, including collaborating with six team

members to coordinate restructuring/layoffs, developing training programs

and communication strategies for new processes and overtime policies.

. Collaborated with practice teams, designing a knowledge management

intranet site and developing a training program, expediting knowledge

transfer.

. Designed, planned, coordinated and delivered simple to complex training

programs to all levels of the organization utilizing different delivery

methods based on job role.

. Liaised and worked with different departments to delivering training

based on department goals and objectives.

INTERNATIONAL SPECIALTY PRODUCTS (ISP), Wayne, New Jersey 2004-2007

A global supplier and manufacturer of over 400 specialty chemicals marketed

and sold worldwide.

Organizational Change Management & Training Specialist

. Spearheaded and directed organizational changes spanning multiple

business initiatives and over 200 global employees, leveraging three

vendor relationships and coordinating/creating an organizational training

plan for implementation of a new CRM software program.

. Directed the deployment of a 360 feedback program to address

performance/competency issues and assisted employees with their personal

development plans.

. Managed budgets, assessments, design, deployment, and training

projects/programs evaluations, including designing a new training room

layout.

. Partnered with external vendors and internal business partners to align

the overall training strategy with business goals.

. Measured professional development by developing a performance strategy

and incorporating training goals into yearly objectives.

FWL TECHNOLOGIES, Cranford, New Jersey 2002-2004

Software provider for global multi-national transport companies.

Senior Trainer/Business Analyst

. Built customer confidence in FWL software solutions, through innovative

training programs.

. Managed the full cycle client training initiatives, conducting needs

assessments, evaluating business processes, building training strategies,

and deployment for 20 clients' employees per class.

. Facilitated workshops to capture business processes and map them to new

or existing software systems for training purposes.

. Performed client evaluations after each training project to determine

successes and required improvements to the overall training program.

QIVA SOFTWARE LTD, Union, New Jersey 2000-2002

Leading software company, providing enterprise software to manage global

supply chains.

Trainer/Business Analyst

. Managed a global client's office relocation initiative, conducting fact-

finding and documenting existing processes; coordinated five trainers and

built training programs for over 200 new employees, training staff in

industry processes and knowledge.

. Led analysis efforts to define the impact of change initiatives across

business units and to minimize non-adoption risks within the

organization.

. Facilitated fact finding and business process improvement/development

efforts to assist clients in reorganizing business units to adopt to

change.

NYK LINE, Secaucus, New Jersey 1993-2000

A leading shipping company, offering premium transport services to Fortune

500 companies.

Assistant Manager of Business Processes/Trainer

. Built and delivered training programs for a consolidation/business

centralization project, focusing on soft skills, customer service, and

industry processes/knowledge.

. Facilitated and conducted fact-finding interviews to review proper

operational and customer service procedures to address gaps within the

departments.

. Project leader in facilitating, interpreting, and globally communicating

U.S. Customs regulation changes that had a significant impact on how

business was conducted.

EDUCATION

Bachelor of Science in Marketing New Jersey City

University, New Jersey

Master of Industrial and Organizational Psychology Argosy University,

Pennsylvania

- Expected graduation 2011

SPECIAL TRAINING

. Franklin Covey Time Management "FOCUS" Course Franklin Covey

. Training Certificate and e-Learning Certificate ASTD

AFFILIATIONS

. Chief Learning Officer (CLO)

. America Society for Training and Development (ASTD)

. Prosci (Change Management)

. Portuguese American Leadership Council of the U.S. (PALCUS)

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