Training Customer Service

GERALD POST

*** ***** ****

Lebanon, PA *****

717-***-**** abie4t@r.postjobfree.com

OBJECTIVE

Performance Consultant, or Director of Training and/or Organizational

Development utilizing experience and skills.

SUMMARY

Training professional with major strengths in organizational development

and program design. Proven leader with excellent interpersonal,

communication and platform skills, adept at development of programs that

support business objectives and can be measured in bottom-line terms.

Team player who takes pride in developing staff. Public speaker.

Published author. Constant learner.

PROFESSIONAL EXPERIENCE

Drexel University Medical College

2010 to present

Serving over 4,000 medical professionals

. Lead customer service initiative for all staff-including outpatient

offices

Hanover Healthcare Plus

2004 to 2010

A premier full-service mid-size hospital and healthcare organization

. supervising all educational initiatives

. created and implemented customer service process

. created leadership development process for

organization

. developed successful New employee orientation that

met regulatory standards

. Ranked #25 in Training Top 125 in 2009

Lancaster General, Lancaster, PA

2002 to 2004

A Top 100 Health Care Alliance

Director of Education and Professional Development

. recognized as 2005 Training Top 100 by Training Magazine

. supervised over a staff of thirty clinical and non-clinical educators

. instrumental in creating strategic direction to improve customer

satisfaction

. created leadership development process for over five hundred leaders

. developed successful New employee orientation that met regulatory

standards, attended by over one thousand each year

NEUMANN HOMES, INC., Warrenville, Illinois

1999

to 2002

An award winning national community homebuilder.

Vice President of Learning and Organizational Development

. recognized as 2002 Training Top 100 by Training Magazine, rated in top

50

. chosen to create a Learning and Organizational Department

providing training and O.D. interventions for entire company

. established a Corporate University using traditional, CD-ROM

and e-learning technologies

. supervised staff to design, develop and present technical

certification processes for all departments

. identified position competencies and quality measures used to

create and implement a succession planning system and career

development program

. reported to CEO and provided executive coaching

. instrumental in creating strategic direction of company as a

member of executive team

. created and implemented behavioral interviewing process

OUTBOARD MARINE CORPORATION, Waukegan, Illinois 1998 to 1999

A worldwide marine recreational company.

Director of Learning and Development

. selected to establish a Training and Organizational Development

function providing learning opportunities for

7500 employees in 30 locations

. identified company core competencies and designed learning model

strategically aligned with location competencies

applicable to total employee population

. formed high performance leadership team to reengineer

performance appraisal process and incorporate an individual

development component; designed, developed, and conducted half-

day training workshops on process, coaching

skills and strategic goal writing

. formed leadership team of plant and operations managers to

address manufacturing deficiencies; identified critical

operations, assessed training needs, developed training

curriculum and certified OJT Trainers

. partnered with IT to develop end user training for 2000 employees

introduced to new technology platform; selected

GERALD POST Page Two

CONTINUED EXPERIENCE

vendor, trained in-house facilitators and added training

specialist to IT staff

. developed highly interactive training program for new sourcing process

with potential for saving $60MM within

three years; designed simulations, utilized supply management team and

incorporated follow up

UNICOM CORPORATION, Chicago, Illinois 1984 to 1998

Electric utility serving 3 million customers.

Director of Corporate Training and Development (1994-1998)

. selected to manage a staff of 35 providing supervisory and

management development training for 6,000 exempt personnel

. developed and incorporated quantifiable measurements to assess

value of training (ROI)

. demonstrated 30% return on investment for management training

efforts

. evaluated computer based training programs for company

President; recommendation followed

. selected to adapt performance appraisal program for use by major

utility in Poland, delivered program, conducted train-the

trainer sessions and assisted with implementation

. re-engineered department resulting in savings of 1.5M

. acted as internal consultant to senior management on training

issues related to deregulation

. selected vendors and negotiated contracts; managed business

unit consultants

Consultant, Trainer, Designer (1988-1994)

. developed, designed and delivered over 40 different types of

management programs on supervisory skills and instructional

techniques. Topics included: Project Management, Business

Writing, Behavioral Interviewing, Interpersonal Communications,

Effective Coaching and Negotiations.

. designed, developed and presented four-day seminar on

consultative selling techniques to 35 Commercial Sales Representatives

. identified competencies, developed reassessment process and

delivered training allowing business unit to effectively transition

from 4000 to 1900 personnel

. functioned as resource person for middle and senior management

on productivity issues

. coached senior management on public speaking and media

relations

. designed two day train-the-trainer seminar on effective

adult learning principles; program received favorably by 4000

attendees

. administered company's tuition reimbursement and after hours

continuous education programs

Lead Instructor and Certification Administrator (1986-1988)

. functioned as leader of program development department in

providing initial and annual training requirements

for over 300 nuclear generating station instructors

. designed, delivered and administered certification

process; as well as initial and annual training requirements for

nuclear instructors

. designed courses on a variety of technical topics and evaluated

technical training materials

Auditor/Documentation Coordinator (1984-1986)

Quality Assurance Department, Braidwood Nuclear Plant

. served as training coordinator and trainer for staff of 85

quality assurance auditors

. approved release of plant systems for testing based upon system

meeting documentation regulations

. supervised staff of 10 documentation specialists

NORTHERN ILLINOIS PUBLIC SCHOOLS 1973 to present

Instructor

. adjunct professor for Penn state, Roosevelt, Penn State (in PA)

Southern IL University, Joliet Community College

. taught English and Communications

. served as Drama and Technical Director

. served as President and Chief Negotiator for local teacher

organization

GERALD POST

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CONTINUED EXPERIENCE

CURRENT PROFESSIONAL ASSOCIATIONS AND MEMBERSHIPS

. International Society of Performance Improvement (ISPI),

Washington, D.C.

. Chicago Chapter of American Training and Development, Board

Member, Chicago, Illinois

. American Society of Training and Development, Washington, D.C.

. Association of Education and Communication Technology (AECT),

Washington, D.C.

. Association of Human Resource Development (AHRD), Washington,

D.C.

EDUCATION

. Ed. D., Instructional Technology, Northern Illinois University,

DeKalb, Illinois, 1998

. M.A., Communications, University of Illinois at Chicago, 1992

. B.A., Communications, Elmhurst College, Elmhurst, Illinois,

1973

HONORS AND AWARDS

. Graduated with honors, Elmhurst College

. Received Outstanding Contribution Award and Corporate Sponsor

Award from Chicago Chapter of the

American Society of Training and Development

. Member of Kappa Delta Pi, an international honor society in

education

. Listed in International Who's Who in Business

GERALD POST

PROFESSIONAL PRESENTATIONS

International Society of Performance Improvement Conference, Long Beach,

California, 1999

Developing Individuals For A Learning Organization

Nuclear Region Utility Training Conference, Detroit, Michigan, 1988

Nuclear Instructor Certification Requirements

International Society of Performance Improvement Conference, Chicago,

Illinois, 1990

Implementing a Communications Skills Workshop for Instructors

McHenry Community College, McHenry, Illinois, 1993

Accelerated Learning Strategies for College Instructors

Leadership and Educational Policies Studies Symposium, DeKalb, Illinois,

1996

Distance Learning

Measurement and Training Conference, Chicago, Illinois, 1997 and 1998

Creating a High Impact Training Organization

Midwest American Society of Training and Development Conference (ASTD),

DesMoines, Iowa, 1997

Return on Investment in Training

American Society of Training and Development Conference, Chicago, Illinois,

1997

Enhancing Future Training

Association of Education and Communication Technology, St. Louis, Missouri,

1998

Leadership & Educational Policies Studies Symposium, Northern Illinois

University, DeKalb, Illinois, 1998

Creating a High Impact Training Organization

Southern Illinois University, Great Lakes Campus, Illinois, 1998

Human Resources Development

Academy for Learning, Park Ridge, Illinois, 1995-1996

Assessing and Strategies for Developing the Slow Learner

Southern Illinois University, Great Lakes Campus, May, 1998

Keynote speaker: The Importance of Life Long Learning

PUBLICATIONS

Post, G., Smith & Jacobs: Keys to Student Mastery of EMT Training,

Taneytown, MD, 2010

Post, G. and Smith, A.: "Classroom Training: Catalyst for the 21st

Century," Papers in Performance Technology,

Long Beach, California: ISPI, 1999

Post, G. and Gould, S.: Basic Instructor Course for Electric Utility

Instructors

Chicago, Illinois, 1986

Post, G. and Gould, S.: Advanced Instructor Course for Electric Utility

Instructors

Chicago, Illinois, 1986

Post, G.: Split Brain Theory. Triune Brain Theory. Accelerated Learning

Theory

DeKalb, Illinois, 1996

Graber, J. Post, G. and Erwin, R.: "Using ROI Forecasting to Develop A High

Impact,

High-Value Curriculum, Measuring Return on Investment," Return on

Investment, Volume 2

Alexandria, Virginia: ASTD, 1997

Olejniczk, S. and Post, G.: Distance Learning for Managerial Skills,

Leadership and

Educational Policies Symposium, Northern Illinois University, DeKalb,

Illinois, 1997

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