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Customer Service Management

Greenlawn, New York, 11740, United States
March 13, 2011

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Phone: 631-***-**** / email:


Articulate and versatile Training Professional with over 16 years combined

training and management experience. Adept at partnering with business

units to design and deliver training that leads to quantifiable results.

Exceptionally adaptable and resourceful. E-learning and in-person delivery

expertise in topics including:

. New Hire Orientation ( Recruiting and Hiring (

Customer Service

. Sales Training ( Diversity ( Leadership and


. Time Management ( Coaching and Counseling (


Highly proficient in: Live Meeting, WebEx, Microsoft Excel, PowerPoint,

Word, Outlook, Gmail and GoogleDocs.

Core Competencies/Accomplishments

Program Management

. Administered all management development programs. Conducted meetings,

coached and developed trainees, tracked and reported their progress.

Ensured consistency and integrity of programs, developed program

measurement tools.

. Continually assessed, revised, and developed training programs based on

audience and company needs.

. Designed, developed and implemented tracking reports on Retention

Percentage, Class Completion and Trainee Performance; consistently

reported results to division management.

. Conducted program orientation calls, kickoffs and graduations for program

participants, managers, regional managers, and group staff.

. Partnered with Division Executive, Regional Managers and Human Resources

to assess program needs.

. Regularly communicated and partnered with colleagues across both vertical

and horizontal corporate lines in order to ensure the effectiveness of

all programs.

. Evaluated all training programs, classes and materials for effectiveness.

. Prepared candidates for advancement and to secure employment through

workshops, coaching, and mentoring.

. Identified and addressed coaching opportunities and performance issues.

Curriculum Development

. Designated as "Subject Matter Expert" in leadership development


. Reviewed, revised and developed program curriculum.

. Assisted in the development of the New Hire Orientation program.

. Created training classes and workshops, including presentation materials

and learning activities.

Presentation and Training

. Evaluated, trained, and mentored Assistant Managers who were identified

as potential Store Managers.

. Delivered training for district stores during the rollout of a new POS

system and new Automated Inventory System.

. Conducted program presentations for division management.

. Facilitated Leadership and Management e-learning and in-person training

classes on many topics, including: Performance Management, Time

Management, Communication Skills, Recruiting and Hiring, Customer

Service, Compliance and Change Management.

Management and Supervision

. Responsible for all aspects of store operations including staffing,

performance management and goal setting, customer service, sales,

inventory, loss prevention and profit & loss for stores with volumes up

to $10 million.

. Trained and supervised all Phase I Trainers.

. Provided training for new hires and management trainees representing

three districts.

. Managed staff numbering up to 35.

. Interviewed internal and external candidates for management positions.

. Interviewed and selected candidates for management training program.


Phone: 631-***-**** / email:

Professional experience

Regional Trainer

Oc Business Services, New York, NY September

2010 - Present

Independent Contractor - Trainer

Baker Communications Inc. Houston, TX June 2009 -

September 2010

Supervisor of Training Programs January 2007 -

February 2009

Senior Training Specialist August 2005 -

January 2007

Washington Mutual Bank, Massapequa, NY

Store Manager

Office Depot, Bay Shore, NY October 2004

- August 2005

Store Manager

Office Max, Riverhead, NY April 2003 -

October 2004

Phase II Trainer/Store Manager

CVS Drug Stores, East Northport, NY July 2001 -

April 2003

Training Store - Store Manager

Genovese Drug Stores, Melville, NY October

1995 - July 2001


Selected for Emerging Leaders Program, 2001; CVS

Trainer of the Quarter, April - June 2006; Washington Mutual

Northeast Region Spirit Award Winner, 2006; Washington Mutual

Received Designation of Assistant Vice-President, September 2007;

Washington Mutual

certifications and professional affiliations

State University of New York, Stony Brook - Project Management

Ken Blanchard - Situational Leadership II

Franklin Covey - Focus: Achieving Your Highest Priorities

Member of American Society of Training and Development (ASTD)


State University of New York, Stony Brook - Project Management

Fred Pryor Seminars - Train the Trainer

State University of New York, Farmingdale - Business Management


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