Training Customer Service

RENE MICHAEL ZIMMERMANN

***** ******* ***** **. 281-***-****

Houston, TX 77084 ********@*********.*** 281-***-****

SUMMARY

A results-oriented Training and Development Professional with over 15 years of experience in diverse work

environments. Expertise performing training needs analysis, developing and implementing training strategies and

measuring training effectiveness. Recognized for utilizing strong communication, interpersonal and rapport

buildings skills to establish effective relations with participants and managers at all levels in the company. Hands-

on manager that recruits and builds effective teams that consistently identify and resolve training and

development gaps.

Performance Consulting Leadership/Management Team Building

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Change Management Customer Service Coaching/Mentoring

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PROFESSIONAL EXPERIENCE

THE BANK OF NEW YORK MELLON 2008 – 2010

Vice President, Training Manager

Performed needs assessments with department management to identify training needs and developed training

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solutions that successfully satisfied those needs.

Led team of three trainers in developing, delivering, and measuring effectiveness of training programs that

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resulted in creating a top ranked service provider. (Focused on client service, computer systems, policies and

procedures, values-based leadership, management, and risk management)

Led a team of six trainers in developing and delivering a soft skills training program that successfully built a

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strong leadership and employee relationship culture.

Managed team of six trainers in developing and delivering a client service program that established strong

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client relationships.

Championed the creation and distribution of department quarterly and annual training metrics reports that

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successfully detailed training effectiveness to upper management.

Built a strong relationship with the organization’s Global Talent Development Department that identified gaps

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in soft skills curriculum and developed a plan to close those gaps.

THE BANK OF NEW YORK MELLON/JPMORGAN CHASE 2002 – 2008

Assistant Vice President, Senior Trainer

Developed, delivered, and measured the effectiveness of department training programs in client service,

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eLearning solutions, leadership and management training, sales training, that created a top ranked service

providing organization.

Created an external client-training program that was delivered in-house, virtually, and at the client’s location

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and resulted in trained client employees that were a greater asset to their organizations.

Co-developed and maintained department’s two-week new hire training program causing employees to be

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able to perform their job duties once they transitioned to their work groups.

Maintained department’s intranet website which provided them with access to on-line training materials,

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training courses, department news and events.

Led teams that designed and delivered system conversion training that successfully transitioned staff to new

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systems with minimal work disruptions.

Developed and delivered change management training strategy to support department merger to The Bank of

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New York which supported a successful transition to the new business culture.

Planned department events such as management site visits, town hall meetings, and employee activities that

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successfully engaged employees.

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RENE MICHAEL ZIMMERMANN

281-***-**** ********@*********.***

INVESCO AIM (FORMERLY KNOWN AS AIM MANAGEMENT GROUP, INC.) 1999 – 2001

Human Resources Employee Development Specialist

Developed, delivered, and measured effectiveness of corporate training programs such as customer service,

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change management, coaching, career management, and goal setting that improved staff skills victoriously.

Performed needs analysis, through consultations with department management teams that consistently led to

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meeting group training needs.

Developed and implemented monthly lunch training programs that educated staff on the different duties and

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responsibilities of various company departments, providing a fun way for staff at all levels to learn more

about the organization.

Led team of department managers in developing and implementing emotional intelligence training program

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that resulted in managers developing a stronger working relationships with their teams.

Created, implemented, and measured the effectiveness of the Learning Network, an informal staff mentoring

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program that provided valuable career advice.

Facilitated behavioral based interviewing skills program that helped reduce staff turnover rate by 15%.

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Consulted with staff on career management techniques that turned them into successful employees who were

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a greater asset to the firm.

INVESCO AIM (FORMERLY KNOWN AS AIM FUND SERVICES, INC.) 1994 – 1999

Training Supervisor

Led and supervised a training department of six trainers that successfully created and supported one of the top

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service providing mutual funds organizations.

Developed and facilitated special event training that successfully updated staff on changes to the mutual fund

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industry.

Co-developed and oversaw trainers’ career paths to better understand their job expectations and what they

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needed to accomplish to be promotable.

Led team that developed employee-learning paths that were successfully implemented to train new staff on

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their job function over their first one and a half years of employment.

Developed and maintained department training schedules that resulted in the delivery of useful and timely

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training classes.

INVESCO AIM (FORMERLY KNOW AS AIM FUND SERVICES, INC.) 1993 – 1994

Trainer

Delivered new associate training classes that successfully prepared staff to perform their jobs.

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Developed and updated training materials and curriculum.

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Provided training performance evaluations to department supervisors helping the transition of new staff.

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EDUCATION

B.A., Business Administration with a Marketing Concentration, University of St. Thomas (Houston)

TRAINING CERTIFICATIONS

Achieve Global - Certification in leadership and co-worker relations training

TAI Incorporated - Certifications in Values -Based Leadership training and UCipher Personality Assessment ™

Development Dimensions International (DDI) - Certifications in Targeted Selection Behavior Based Interviewing

Skills, leadership skills, and co-worker relations training

Rogen - Certification in Sales Training

Lord and Hogan - Certifications in meeting facilitation and action team planning

Forum - Certification in Achieving Service Excellence and Coaching Service Excellence

ORGANIZATIONS

American Society for Training and Development (ASTD) – Houston Chapter

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RENE MICHAEL ZIMMERMANN

281-***-**** ********@*********.***

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