Customer Service Training

ADAM POWERS

***** ********** **** #***, ******* Viejo, CA 92692 ?

***********@*******.*** ? cell: 949-***-****

OBJECTIVE: To obtain a training and development specialist position where I

can maximize my skills, program development, instructional design, project

management, as well as grow personally and vocationally.

SUMMARY: A results-oriented training developer and trainer, specializing in

the creation, development, and implementation of face-to-face training and

training manuals with 4+ years of experience. Background includes

developing train-the-trainer manuals for 85,000+ constituents and creating

a complete training program for 250+ high ranking individuals for an

international audience. As an international trainer, able to develop and

facilitate varying topics (communications, leadership, customer service,

conflict management, team building, budgeting, financial management, gap

analysis, and more) in a range of formats (workshops, webinars, train the

trainer, e-learning, manuals, etc.). Demonstrates a thorough knowledge and

implementation of adult educational theory. Innovative and analytical

problem solver with a rich understanding of processes and process

improvement. Exceptional communication skills, both oral and written.

EXPERIENCE:

Education & Training Specialist

August 2008 - Present

TOASTMASTERS INTERNATIONAL

. Conduct live training internationally on topics such as leadership,

communication, conflict resolution, gap analysis and team building for 25

to 250 service volunteers

. Design and develop training materials for regional conferences (25+) and

International Convention (250+) in conjunction with the ADDIE model

. Design and develop train-the-trainer materials for 85,000+ constituents

. Perform needs assessments to determine gaps and develop strategy

. Conduct subject matter expert (SME) interviews efficiently

. Create and edit materials for live webinars and computer based learning

(CBL)

. Construct and implement project plans for live training (including train

the trainers)

. Oversee production and review process for manuals, Web site content,

scripts and brochures

. Evaluate education and training goals through surveys and interviews

. Conduct research, perform market testing and deliver presentations to

management

. Maintain positive working relationships between World Headquarters and

service volunteers through conference calls, e-mails and webinars

. Resolve issues for high level policy, protocol, and procedures for

members and district leaders

. Assess, record and file evaluation metrics

Project Developer & Coordinator March

2007 - July 2008

BIBLES FOR AMERICA, INC.

. Provided onsite training to national affiliates related to customer care,

field operations, documentation and order processing

. Established venues and events for distribution at universities,

government and public establishments nationally through negotiations and

application processing

. Developed and coordinate national project with policies involving 300

volunteers to provide follow-up services for 90,000 customers

. Oversaw diverse teams of various ages and cultural backgrounds for

dissemination of products and services on multi-state circuits and

maintained a positive rapport among volunteers

. Prepared complex travel arrangements and logistics for staff and national

direct distributions

. Built and maintained strong working relations with 150 national

affiliates

Team Leader / Community Service Volunteer

February 2005 - December 2006

LIVING STREAM MINISTRY

. Coordinated with college organizations to provide one-on-one and group

mentoring

. Collaborated with cross-functional team of 14 members to implement

college outreach programs

. Co-led, facilitated and directed weekly team coordination meetings and

maintained database of team records including project assignments and

fieldwork schedules

Returns Manager June

2002 - February 2005

ALLIED ELECTRIC, INC.

. Acquired national buyers and strengthened relations with customers and

sales representatives

. Inspected and classified surplus of materials accrued over 2 years for

negotiated return or resale

. Developed effective system for returns to increase company profitability

of $20,000 monthly

. Supervised, trained and mentored interns for standardized processes and

procedures

Teacher of Conversational English - Intern

December 2000 - July 2001

CENTRAL ASIAN FREE EXCHANGE

. Constructed daily lesson plans for teaching students ages 16-50 in the

English language

. Taught English to 60+ student in a classroom style format on a daily

basis

. Tutored individuals daily in a range of subjects at various levels

. Managed media resources for student population of 300

SKILLS:

. Computer - ACT!, Adobe Professional, Adobe Captivate, Adobe Soundbooth,

Adobe Illustrator, Syscom, gotowebinar.com, MAS90, TIMSS, Lotus Notes,

Outlook, Microsoft Office Suite (EXCEL, PowerPoint, Publisher and Word),

Personified, and Robohelp

. Membership - ASTD, Toastmaster club member

. Languages - Intermediate Russian, Intermediate Spanish, Intermediate

Uzbek

EDUCATION:

Grand Valley State University

August 2004

Bachelor of Arts in English Literature and Language

Minor in Psychology

Contact this candidate