Customer Service Training

Howard Rawding

*** ****** **. #*** ( Boston, Massachusetts 02118 ( 978-***-**** (

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

Global Training Manager

Training Needs Assessment ~ Program Design & Implementation ~ Coaching

& Mentoring

Dynamic and results-focused with extensive experience identifying sales,

customer service and help desk training requirements to develop

comprehensive training materials targeting key organizational goals.

Inspiring leader with proven ability to guide teams in successful design

and delivery of powerful and effective training initiatives. Excel at

interfacing with top level management, vendors and internal and external

clients to ensure effective program development, implementation, and

adaptation. Exceptional communicator; balance competing priorities and

master innovative technology to establish robust, engaging training

curriculum. Highlights of expertise include...

Product and CRM Program Objective-based Program

Development & Delivery on a Global Development

Scale Multicultural Training

Program Evaluation and Analysis Environments

Project Management Sales / Customer Service

Train the Trainer Certifications Initiatives

eLearning Training Modules

Professional Experience

MONSTER WORLDWIDE, Maynard, Massachusetts

Global Training Manager (2007-Present)

Customer Service Training Consultant (2005-2007)

Customer Service Representative (2003-2005)

Rapidly progressed through roles of increasing responsibility to lead

critical product training initiatives impacting global operations of

leading online careers property.

Identify and evaluate product training needs for sales and customer service

business clients; collaborate with global training consultants, product and

CRM team members, sales and customer service teams to develop effective and

results-oriented training programs. Develop and implement new product and

CRM release training initiatives in support of corporate goals. Create and

deliver online classes and Webinars. Monitor user performance and progress

to assess program effectiveness and ensure compliance. Coach, manage and

certify training staff on Monster courses. Manage trainers from outsourcing

partners in India, Jamaica, The Philippines, and Canada regarding new

training programs; conduct on-site visits to vendors to certify trainers.

Selected accomplishments:

. Successfully tested and implemented Learning Management System (LMS)

to efficiently maintain company training records and ensure worldwide

business continuity of training initiatives.

. Effectively trained newspaper partners on Monster products on-site

across the US, such as The New York Times, The Philadelphia Inquirer,

The Orange County Register, and 15 additional publications.

. Launched customer service outsourcing program on-site in India to

include training on help desk support lines of businesses, fraud

detection, order entry, CRM data management and billing/finance.

. Vastly improved training program efficiency by eliminating single-

staff trainings and creating programs for simultaneous worldwide

deployment.

. Managed outsourced partner trainers; led train-the-trainer sessions,

monitored program success, and ensured new release training completion

across all vendor locations, including Canada, India, and The

Philippines.

. Drastically decreased customer service costs by training outsourced

vendors on customer service lines of business.

. Played a key role in establishing eLearning training programs

. Developed a new Field Sales Training Program, which doubled the

revenue expectation within a six month period. Certified trainers in

Europe and China to deliver the program.

. Co-Created a knowledge base for Customer Service using Sharepoint and

wrote many of the policies and procedures to populate the database.

D.A. CROWLEY & ASSOCIATES, Amherst, New Hampshire

Inside Sales / Customer Service Representative (2001-2003)

Supported outside sales team and distributors in securing and maintaining

accounts by representing up to 15 manufacturers to OEMs and subcontractors.

Responded to customer queries and requests regarding pricing, orders,

samples, and design registrations.

Selected accomplishment:

. Proactively created new customer service process and reference

documentation.

VITTS NETWORKS, Manchester, New Hampshire

Order management specialist (2000-2001)

Entered DSL orders and managed them to completion; provided exceptional

customer service; created process and training documentation; trained new

customer care department.

Education & Credentials

MS Degree in Education; focus on Training & Performance Improvement

Capella University, Projected Completion December 2012

BS Degree in Business Management

Capella University, Minneapolis, MN; GPA 3.95

Professional Development

The Masterful Trainer by Interaction Associates

Langevin Training Needs Analysis

Langevin Instructional Design

Infomapping - Documentation Creation

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