Customer Service Training

TONIA JACKSON

***** **** ****. #*** ****** Shores, FL 33785 863-***-**** ***********@***.***

LEARNING D E V E L O P M E N T C O N S U LTA N T - T A M PA

AND

Extensive background in training field, including training experience in Human Resource topics;

discrimination, sexual harassment, Leadership soft skills, and customer service skills

Demonstrated success in negotiating win-win compromises, developing training programs, training

evaluations, and coordinating major training initiatives.

Certified Achieve Global Trainer – Achieve Global is the world’s leading provider of soft skills training. I

am certified to train the Leadership and Customer Service curriculum.

Training Skills

Cornerstone Learning Performance Management Competitive Sales Training

Management System Classroom Management Skills Training Calendar Development

Curriculum Development Achieve Global Certified Organizational Development

Evaluation Experience Human Resources Training Marriott International Certified

Trainer

Professional Experience

Bright house networks (BHN), St. Petersburg, FL

Video, High Speed and Home Phone provider to approximately 2 million customers throughout the Tampa Bay

Area

Sr. Learning & Development Specialist, 2006 to Present

I was promoted to Sr. L&D Specialist in part due to my initiative in several key projects in 2009. In January I was

selected out of nine trainers to be one of two trainers sent to Monterrey Mexico to train 50 new hires for one of

BHN’s outsourcing partners. I assumed the leadership role in late 2009 for a sales training for the entire Tampa

Bay division. I successfully coordinated nine trainers across six training locations for over four hundred

customer care professionals while facilitating 105 sessions of my own. This was accomplished in approximately

90 days.

Key Results:

Mastered all customer care professional training which contains twenty-two modules, multiple assessments and

trained across five total weeks.

Instrumental in developing a process to update any changes made to the new hire materials including facilitator

guides, assessments and modules.

Coordinated and developed a process for tracking thousands of dollars of training material inventory. Also

developed a process for those same materials to be used across three training facilities by nine trainers.

Developed communication training and currently involved in the development of Humor In the Workplace

training.

Developed corporate Book Club for managers and supervisors that started with twelve employees in one

location and has grown to over thirty participants across five locations.

T O N I A J AC K S O N

Phone: 863-***-**** Page 2

Professional Experience (continued)

Marriott vacation club international – orlando, FL

Leading Vacation Ownership Club Company worldwide

Sr. Program Coordinator 1999 – 2006

• Participated in MVCI’s HR Corporate Orientation by presenting IR’s presentation for all

new corporate associates

• Member of Windows XP Project Leadership team and managed project schedule,

managed project issues and mitigated risks to ensure on time project delivery

• Led team responsible for migrating corporate sites to Windows XP platform. Included

working with site leadership for planning purposes and technical resources to install

Windows XP, needed software applications.

• Responsible for planning work effort and project logistics, managing project personnel,

asset ordering and management, migration activities and customer relationship

• Led team of 8 associates through the logistics and set-up for a 350 person Leadership

Conference

• Led a team of associates through the design and development of a MVCI University

training course (IR Tool Time – 4 – 4 hour sessions)

• Coordinated and facilitated customer service training for 50 IR associates

• Facilitated training for various departments within Marriott International

• Coordinated customer service training for department of 150 associates

• Participated in course and vendor selection for IR Customer Service Training

• Facilitated Legendary Service Training for approximately 50 associates

• Facilitated Diversity Training for approximately 200 MVCI associates

Project Coordinator 1990 – 1999

• Served as Training and Organization Development Coordinator

• Administrative support to Vice President of Information Resources

• Coordinated the purchase and supervised the installation of a $250,000 telephone

upgrade

• Managed day-to-day operations of Facilities

Assisted in preparing $10M Information Systems budget

Education

university of south florida Tampa, FL

Bachelor of Arts (BA) in Psychology (with honors), 2002

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