Customer Service Manager

Lynn Dempsey

*** ****** ***** . ***********, ******** 60440 . 630-***-**** .

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

PROFILE

A highly accomplished Certified Corporate Trainer experienced in developing

and aligning train the trainer programs, field content and skills training

with strategic goals and objectives. High impact facilitator with excellent

platform, group facilitation and communication skills. A detail-conscious

program coordinator able to manage the multiple demands of simultaneous

projects. Key strengths:

Train the Trainer Effective in building, mobilizing, evaluating and

developing field specialists

Training/ Designed, developed and contributed to major

Education educational initiatives including online learning

strategies, leadership and skill gaps assessments as

well as workplace behavior awareness.

Facilitation High impact, well evaluated, relevant presentations

PROFESSIONAL EXPERIENCE

GAGS & GAMES, Livonia, Michigan 2010

Halloween Specialty retailer operating 400 stores in 20 states with 10,000

temporary employees

Divisional Training Manager (contract)

Designed, developed, facilitated training materials and managed training

specialists for a 7 state region from set up to tear down of temporary,

seasonal retailer, Halloween USA.

FACTORY CARD & PARTY OUTLET DIVISION, Naperville, Illinois 2004 - 2010

Party and life celebrations specialty retailer operating 160+ stores with

2,700 employees in 19 states

Training Manager (2005 - 2010)

Designed, developed and delivered training programs aligned with

organizational strategic goals and objectives. Managed training

responsibilities and compiled performance feedback for 19 field training

specialists.

Created materials and facilitated quarterly training for store managers and

field training specialists.

Monitored and coached 19 field specialists around effective content

delivery, time management and learning objectives.

Made site visits to observe specific facilitation skills and behaviors and

offered feedback on performance.

Used field operations' generated objectives to create high engagement

training programs incorporating goals, checklists and in-store objectives.

Conducted training on varied topics to include leadership, workplace

behavior, communication, coaching, team work and presentation skills.

Trained new hires in over 30 stores with solid skill sets in store

operations and procedures equipping them to open new stores smoothly.

Collaborated on various initiatives: PCI, seasonal sales programs, field

performance appraisals, field job descriptions.

Created 26 "5 Minute Customer Service Messages" to enhance in-store

customer service training.

Training Coordinator (2004 - 2005)

Designed, implemented and maintained a store operations skills training

curriculum for field associates. Maintained company-wide training database

for 2,000+ associates.

Recognized for superior work performance and promoted to training manager.

SAFEWAY INC., Pleasanton, California 1999 - 2004

Dominick's Finer Food Division, a Chicagoland grocery retail supermarket

chain operating with 99 stores.

Training Generalist

Managed and supported multiple projects running concurrently. Projects

included budgeting, forecasting, rollouts, test piloting and "on boarding"

for grand openings.

Certified Achieve Global, Inc. facilitator responsible for facilitating,

scheduling and monitoring Safeway's Management Frontline Leadership

Program. Coached and mentored facilitators.

Licensed State of Illinois Sanitation Program Instructor responsible for

designing food safety training, scheduling, facilitating and testing all

store, commissary and warehouse management personnel. Over 300+ managers

trained.

Computer Based Training (CBT) content developer and Train the Trainer

instructor. Facilitated CBT Mentoring program to over 300+ store personnel.

Wrote scripts, acted and filmed distance learning broadcasts for in-store

training.

PRIOR SUCCESS IN RETAIL FIELD OPERATIONS TO INCLUDE:

Pricing Coordinator

Front End Manager

District Orientation Manager

EDUCATION

Bachelors of Business Administration, Magnum Cum Laude

Northwood University, Midland, Michigan

Associates of Arts Degree

Phi Theta Kappa Honors Society

College Of DuPage, Glen Ellyn, Illinois

CERTIFICATIONS

Leadership Training, Achieve Global, INC.

National Association of Interpretation (exhibit)

Licensed Illinois Food Sanitation Instructor

VOLUNTEER SERVICE

Chicago Zoological Society, Education Program, Brookfield, Illinois

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