Training Customer Service

Richard D. Steed

*** ********* ***** ( Durham, NC 27713

919-***-**** ( ********@***.***

Qualifications for Training and Educational Services Management

Training and development executive equipped with 25+ years of success in

curriculum development, instructional system design, e-learning, event

planning, and project management. Delivers substantial contributions to

the bottom line by building and directing training organizations, defining

winning revenue-generating strategies, developing innovative products,

penetrating new markets, and maintaining consistent productivity and

quality. Leverages strong interpersonal and communication skills to foster

cross-functional collaboration, facilitating knowledge sharing and

enhancing service delivery. Works closely with customers to design

customized solutions and ensure satisfaction. Member of the American

Society for Training and Development (ASTD). Granted Top Secret Security

Clearance. Proficient in the use of Microsoft Office applications.

Additional areas of expertise include:

P&L Responsibility Strategic Planning Sales & Marketing Process

Improvement

Forecasting & Start-Up Customer Service Recruiting

Budgeting Operations

Negotiations Program Management Account Retention Telecommunication

s

Career Track

Training & Development Consultant 2007-Current

Key Contributions:

. Design, Development, and Delivery of technical and soft skill training

programs/courses for major wireless telecom customers, primarily in EMEA

and CALA.

. Conducted Needs Analysis.

. Developed Skills Matrix and established Learning Paths.

. Managed International Training Team

Tekelec 1992-2007

Key Contributions:

. Established Training department, catalog of course offerings, and online

training site. Increased department revenue by 21% annually to over

$12MM.

. Created Professional Services department to facilitate standardized

installation, testing, cutover, and database administration services;

reduced installation time by 27%, cut calls to TAC by 43%, and expanded

services revenue from $0 to over $4MM annually. Created a Portfolio of

Services for Sales team, which produced $9MM in annual contract training

revenue.

. Oversaw the design, construction, and maintenance of 11,000+ square feet

of training center classrooms, and labs (with over $500MM in equipment)

in North Carolina, Texas, the UK, Mexico, and France to meet customer

demands.

. Expanded training locations into EMEA and CALA, including creating sites

in France, the UK, and Mexico that were staffed with both full-time

employees and contractors, which reduced the international travel of

North Carolina-based staff by 32%, saved $100K annually by eliminating

travel to sites, increased post-contract training sales by over 20%,

expedited the sales cycle, and improved customer satisfaction.

. Instituted a cross-training program for instructors and professional

services engineers to reduce the number of staff required for customer

site installations, cutover, and training, which boosted productivity by

25% and trimmed travel costs by 30%.

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Richard D. Steed

Page Two 919-***-**** (********@***.***

. Maintained core instructor-led training while expanding offerings to e-

learning, blended learning, webinars, CBTS, and formal OJT training,

which reduced instructor travel by 20% and improved customer

satisfaction.

. Implemented a company-wide, Oracle-based Learning Management System (LMS)

to provide a single standard for recording employee training, resulting

in standard job titles, training paths for staff, and a focal point for

scheduling technical and soft skills training that cut $1MM in training

expenses.

Progression:

Director of Educational Services 2005-2007

Provided leadership to an international team comprised of training

managers, instructors, and course/e-learning developers. Conducted

product, technical, and soft skills training to customers and staff around

the world. Built strong relationships with external training development

and delivery companies. Spearheaded the training advisory council.

Developed and implemented revenue generation strategies to meet/exceed

quarterly revenue goals.

. Dramatically reduced training development and delivery overhead by

cultivating closer synergies with the product management, R&D, sales, and

customer support organizations.

. Marketed and sold over $1.5MM in post-contract training by leveraging

personal contacts and web advertising.

. Sustained the highest customer satisfaction rating from among all

departments.

. Created a Skills Matrix along with learning paths for all global customer

service employees.

Senior Manager of Educational and Professional Services 2003-2005

Directed the efforts of a combined international team consisting of

training managers, instructors, course/e-learning developers, and service

managers/engineers. Developed international training sites, training

teams, and training documentation. Provided product implementation

services and training.

. Fueled a greater than 50% increase in the portfolio of services offered,

resulting in more than $12MM in annual services revenue.

. Transformed the training and professional services department into a P&L

center by designing standard cost/pricing models for all training courses

and professional services offerings that enabled the sales team to

provide consistently priced overall equipment sale packages with

predictable revenue/expense budgets.

. Delivered 98% of team projects on time and under budget, exceeding the

organizational goal of 95%.

Manager of Educational Services 2002-2003

Oversaw a team of instructors and course developers. Presented product

training to customers and staff.

. Grew revenue by more than 25% annually through the development of direct

customer and sales marketing materials.

. Created certification programs for instructors, professional services

engineers, customer service engineers, and installers.

Supervisor of Educational and Professional Services 2000-2002

Managed a team of instructors, course developers, and professional service

engineers. Conducted product training for employees and customers.

. Improved staff utilization by 23% by implementing cross-training between

professional services engineers and instructors.

. Developed online customer documentation for a major product line, which

reduced costs by $350K while providing more timely updates, improving

ease of use, and increasing customer satisfaction.

. Instituted an online process for course registration.

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Richard D. Steed

Page Three 919-***-**** (********@***.***

Senior Instructor 1992-2000

Held responsibility for developing, delivering, maintaining, and scheduling

courses, including those network signaling product and protocol training,

for customers and internal staff.

. Increased company revenue by developing new training courses and delivery

methods, expanding the market to non-company customers, providing

additional course offerings, and personally marketing and selling

training.

Previously employed by the Instrument Society of America as Manager of

Training Operations, where highlights included planning training center and

offsite training program operations for 400+ courses each year as well as

hosting the largest conference and exhibition for industrial

instrumentation professionals in the Western hemisphere.

Professional Development

Project Management ( Instruction System Design ( Telecommunications (

Management Skills ( Business Management

Accumulated 3,000+ hours of technical, soft skills, and educational

training.

Currently pursuing degree in Business Administration

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