Manager Customer Service

Bette Rogers Kidane

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

Fe, NM 87505

505-***-**** office

505-***-**** mobile

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

SYSTEMS EXPERIENCE

Proficient in MS Word, EXCEL, PowerPoint, Outlook, and Visio. Have used

and trained others to use many proprietary systems residing on various

platforms (e.g. IBM, Oracle, Java, PeopleSoft, UNIX). Proficient in online

internet usage.

PROFESSIONAL EXPERIENCE

KIDANE GROUP, INC.

Performance and Organizational Development Consulting & Project

Management, Santa Fe, NM

Principal Consultant, 2000 to present

Improve business results for clients through performance improvement

initiatives. Consult with clients to analyze performance and

organizational development needs. Develop appropriate and innovative

solutions to address those needs. Solutions have included development of

learning curriculums, operational procedures, organizational vision and

strategic plans, career path guidelines, task and skills inventories,

learning aids, and flow charts.

Developed successful client proposals and cost forecasts/budgets.

Managed projects and led teams of instructional designers and analysts to

develop performance solutions within time and budget constraints.

Designed and developed performance-based training courseware based on

instructional system design and criterion-referenced instruction

methodologies. Collaborated with client stakeholders and subject-matter

experts to ensure project needs and expectations were met.

Curriculum development has included self-paced, facilitator-led, web-

based, computer-based and blended technology training courses. Target

audience positions have ranged from new hires to experienced associates

to management and executive management. Skills trained have targeted

operations as well as leadership.

Developed performance improvement materials and/or led initiatives for a

wide range of companies including:

Caterpillar Inc. (N. America & Latin Protection Technology Los Alamos

America) (PTLA)

Center for Effective Performance, State Farm Insurance

Inc. (CEP)

Cingular Wireless TruGreen Chemlawn

Los Alamos National Laboratory U.S. Cellular

Marriott Vacation Club International U.S. Department of State (U.S.

Embassy in Bangkok, Thailand)

Medtronic

Philips Medical Systems Williams-Sonoma, Inc.

Delivered train-the-trainer courses offered by the Center for Effective

Performance: Criterion Referenced Instruction and Instructional Module

Development by performance expert Bob Mager.

EXPEDITORS INTERNATIONAL OF WASHINGTON, INC.

International Logistics, Seattle, WA 1996-2000

Manager - Global Customs Organizational Development, 1998 - 2000

Responsible for strategic planning and implementation of Expeditors'

Customs Brokerage worldwide organizational development and performance

improvement initiatives.

Conducted goal analyses, target population analyses, job profile analyses

and performance analyses. Designed, developed, implemented and evaluated

Import logistics and Customs training courses in multiple countries.

Managed projects and teams of local and remote in-house instructional

designers to develop training courseware. Created and managed a diverse

portfolio of courses including: skills development in sales, operations,

and customer service, management and leadership development, systems

applications, compliance with government regulations, and applying

principles of international trade.

Manager - Global Customs Organizational Development, continued

Designed computer-based training courses and managed their development

projects by analyzing project requirements and budgets, establishing

project schedules, coordinating cross-departmental project teams and

transitioning the completed projects to operational use.

Participated on international training management team to create global

policies and procedures for training. Wrote and edited Expeditors Daily

Newsflash articles and restructured the publication to better target

customer needs and improve professionalism.

Training Manager - U.S. Imports, 1996 - 1998

Developed the training department for Import Transportation and Customs

Brokerage. Designed, developed, implemented and evaluated import

training programs, courses and curriculum to be administered at 45 U.S.

offices. Managed a team of national trainers in all aspects of the

training discipline. Managed external and internal software programmers

in computer-based course development projects. Developed and managed a

highly successful management trainee program designed to recruit, train

and relocate new hires with potential for leadership. Developed multi-

media computer-based training courses for delivery over the company

intranet and LANs. Oversaw field office compliance with ISO 9002

training procedural requirements and company standards.

DANZAS CORP., Bellevue, WA

Customhouse Brokerage Manager, National Customs Processing Unit, 1994 -

1996

Established and managed a nationally centralized Customs brokerage dept.

at the Danzas North American headquarters. Managed centralized

transportation and Customs brokerage servicing of national multi-port

accounts. Managed national Customs projects.

Regional Customhouse Brokerage Manager, 1993 - 1994

Seattle Customhouse Brokerage Manager, 1992 - 1993

Opened and managed the Import Dept. at the Danzas Seattle branch office.

Forecasted, budgeted, established and maintained a profitable and

compliant department. Responsible for financial and sales activities for

department.

TASCO SALES, INC., Kent, WA

Traffic Supervisor, 1990 - 1991

Oversaw domestic and international logistics at 100,000 sq. ft. warehouse

and distribution facility. Maintained Customs and other government

agency compliance. Supervised, evaluated and trained employees in the

traffic, export and warehouse areas.

GEO. S. BUSH & CO., INC., Seattle, WA

Lead Import Specialist, 1987 - 1989, 1991 - 1992

As a licensed Customs broker, coordinated a wide variety of import

transactions and freight forwarding on behalf of commercial importers and

private travelers.

CERTIFICATIONS

Mager/CEP Associate

Certified Mager/CEP Course Manager: Criterion Referenced Instruction and

Instructional Module Development

Licensed U.S. Customs Broker - U.S. Treasury Department, 1990

EDUCATION

RICE UNIVERSITY, Houston, TX

B.A. Managerial Studies (Business) and French

COMMUNITY INVOLVEMENT

American Society of Training and Development

International Society of Performance Improvement

Co-Director, Colorado Heritage Camps' African Caribbean Heritage Camp

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