Customer Service Training

DIANA KRAVITZ

** ****** **, #**

Fullerton, CA **832

Phone: 708-***-**** (Cell)

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

CAREER PROFILE

Over 15 years successful training accomplishments specializing in needs

assessment, course design, course development and facilitation

Assists with business development efforts including the implementation of

new processes, applications, product roll-outs and develop training to

support

Positive corporate influence in areas of motivating and developing people

at both the associate and management level

Dedicated, versatile, results-oriented leader with proven track record in

multiple industries

Positive quantifiable results in sales, reduction in turnover, training

evaluations, and customer service

PROFESSIONAL EXPERIENCE

JCPenney Company, Inc., Sephora inside JCPenney

Field Training Senior Specialist - (5/08-present)

* One of four 4 inaugural Field Trainers hired to roll-out and

integrate Sephora into selected JCPenney stores as a new corporate

initiative

* Assist in opening over 35 new Sephora inside JCPenney stores within

the territory with openings company wide of 250 stores, 100%

compliance for new store training

* Conduct on-boarding course for over 250 new corporate managers

o Conducted needs assessment, establishing training objectives,

set desired outcomes, and implemented evaluation process,

reduction in turnover by 18%

o Designed, developed and facilitated multiple modules of

training including: customer service, reporting, driving

business, leadership, case studies and multiple skill

practices, exceeded participant expectations based on

training evaluations

* Ensure territory-wide job certification, exceed certification goal

by 3%

* Coach managers and associates to ensure that business objects are

reached and standards are consistent, customer service secret shops

improved by 5%

* Communicates complex issues to all levels of employees within the

company in a clear and concise manner, improving operational

excellence by 20%

* Work with manager's to determine knowledge deficiencies to driving

business, determine effective training curriculum, and facilitate

training, five of the top ten stores in territory

* Mentors newly hired trainers, teaching and coaching on training

sills and effectiveness, no turnover in over two years

American Girl Place, Division of Mattel Toys, Inc.

Senior Trainer- (8/00-5/08)

* Conducted thorough needs assessments for multiple locations

resulting in training course design and development of soft skills

and computer training classes that improved both business practices

and customer service levels

Diana Kravitz Page 2

* Facilitated a wide range of training programs: Customer Service, New

Hire Orientation, Register Systems, Order Processing, Leadership,

Time Management, New Product Launches, Business Etiquette, Sales,

Ethics, Diversity and Harassment, Effective Meeting Management, and

Outlook, consistently received above average on training evaluations

* Customized standard training classes to meet the unique needs of

each business unit: restaurant, live theater and retail

* Coordinated with Bath and Body Works to design training for dual

launch of new personal care line that exceeded initial plan by 20%

* Facilitated monthly selling classes for select employees, exceeded

sales goal by 15%

* For the opening of new stores, created training project plan,

develop training schedule, coordinated multiple trainers to ensure

consistency in facilitation, all stores opened on-time

* Led several teams through the process of evaluating business

opportunities, determined the best business solutions and processes,

designed training tools to support the new processes

* Coordinated and facilitated new hire training for over 300 people

per year

* Involved in hiring decision when new trainers were hired, mentored

four newly hired trainers including creating best practices, 0%

turnover in over four years

* Led a team responsible for register system (POS)

o New software recommendation with on-time implementation

o Recommended software customization and upgrades

o Designed and facilitated training

o Reduced POS errors by over 40% with implementation of new

system and system upgrades

* Responsible for six United Way campaigns, exceeded goal by as much

as 40% and increased donations from the previous year by as much as

50%

Trans Union LLC

Project Analyst - Training (3/99-8/00)

* Project managed nine-week "new hire" training course

o Determined course content

o Designed and developed documentation

o Conducted needs assessment

o Managed all aspects of the classroom

o Selected and coordinated training for multiple subject matter

experts

o Utilized multiple mediums for classroom knowledge transfer

* Restructured self-paced training documentation

EDUCATION AND TRAINING

UNIVERSITY OF ILLINOIS, Urbana/Champaign, Illinois

Masters of Education

Major: Adult Education/Human Resource Development

CALIFORNIA STATE UNIVERSITY, Los Angeles, California

Bachelor of Science

Major: Business Administration with an emphasis in Marketing

DEVELOPMENT DIMENSIONS INTERNATIONAL

DDI Certified

Contact this candidate