Customer Service Manager

James Kevin Peterson

*** **** ****** ( Sacramento, CA 95819 ( 916-***-**** ( petersonk-

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

Director Learning, Organizational Development and Talent Management

Strategic Leadership / Full Talent Cycle Management / Global Experience

Change Management / Human and Process Performance Improvement

SELECTED ACHIEVEMENTS AND SKILLS

. Built and managed learning and talent management functions and programs

in global and national organizations in a variety of industries including

retail-QSR, manufacturing and professional services

. Designed, developed and implemented performance management systems

. Lean and Six Sigma continuous improvement

. Spanish bilingual

EDUCATION

. Master's of Science, Georgetown University Washington, D. C.

. Bachelors of Arts, Emory University Atlanta, GA

. Associate of Arts Oxford College of Emory University Oxford, GA

PROFESSIONAL CERTIFICATIONS

. Human Assets Inventory Process Facilitator, Chicago Change Partners

March 2010

. Targeted Selection Certified Trainer, Development Dimensions

International October 2006

. Certificate of Human Performance Improvement, ASTD December 2004

. Certified Trainer - The Oz Principle Accountability Training, Partners

in Leadership March 2004

CAREER OVERVIEW

. Director, Learning and Development, Jamba Juice, Inc. 08/08 - present

. Senior Manager, Regional Learning and Development, Jamba Juice, Inc.

04/07 - 08/08

. Director of Training and Talent Development, Fresh Express/Chiquita

Brands International 03/04 - 04/07

. Learning and Development Manager, Fresh Express/Chiquita Brands

International 03/03 - 03/04

. National Training Coordinator, Fresh Express/Chiquita Brands

International 05/02 - 03/03

. Program Lead and Senior Instructional Design Consultant, Arthur Andersen

01/01 - 05/02

. Software Applications Trainer and Project Lead, Powertel, Inc. 06/99 -

10/00

. Customer Service Training Supervisor, Powertel, Inc. 08/98 - 06/99

CAREER DETAILS

Jamba Juice, Inc. Emeryville, CA

04/07-present

Director, Learning and Development 08/08 - present

. Establish leadership development and talent management

infrastructure to support organizational change including culture

transformation, new business model and strategic competency

development.

. Collaborate with senior leaders to design and lead career planning

and talent management activities leveraging technology for talent

planning and development.

. Manage instructional design and training deployment to positively

impact business performance.

. Establish and oversee the implementation of an eLearning platform

including the conversion of existing printed training material to

online delivery to achieve greater consistency and efficiency.

. Lead the design, development, delivery and evaluation of the new

manager orientation, training and integration programs and related

staffing and retention initiatives.

Senior Manager, Regional Learning and Development 04/07 - 08/08

. Innovated with learning technology and delivery platforms including

podcasts, vodcasts and iPods.

. Designed and directed the implementation of workforce management

software and related training to over 500 locations nationwide ahead

of schedule and under budget.

. Constructed and implemented a streamlined field training structure

to increase training effectiveness and ROI through improved

retention and first-year manager performance.

. Led a team of regionally based training managers responsible for

successfully executing the new store manager training processes and

all enterprise training programs.

Fresh Express/Chiquita Brands International Franklin Park, IL

05/02 - 04/07

Director of Training and Talent Development 03/04 - 04/07

. Designed and implemented a performance management system including a

multi-family competency model, end-to-end talent selection processes

and tools, and multi-level leadership development to facilitate

cultural change, consistency and business results.

. Collaborated with senior leaders to develop a people plan, HR

business metrics and systems for tracking performance measures to

inform talent investment strategies.

. Led talent selection, performance management and leadership

development to improve bench strength and employee engagement.

. Supervised a team of regionally based human resource professionals

including recruiting, training and performance improvement

specialists.

Learning and Development Manager 03/03 - 03/04

. Built talent management infrastructure by developing and

implementing a leadership competency model, assessment tools and an

individual development process.

. Partnered with leadership teams to design and implement learning and

organizational development initiatives to improve performance in

customer service, product quality and employee retention.

. Established and led a regionally based recruiting and training team,

reducing external staffing fees and improving front-line management

capability.

National Training Coordinator 05/02 - 03/03

. Designed, developed and facilitated front-line leadership

development training programs, establishing a foundation for

enterprise-wide learning and organizational development.

. Implemented process improvement and team dynamics training resulting

in consistent methodology, team leadership and significant cost

savings among all business units.

Arthur Andersen Learning and Personal Growth St. Charles, IL

01/01 - 05/02

Program Lead and Senior Instructional Design Consultant 01/01 - 05/02

. Collaborated with senior leaders to design and implement innovative

technical learning solutions promoting practice development, client

relationship management and leadership development for tax, legal

and human capital professionals throughout Latin America.

. Designed, built and implemented technical competency model and

assessment tools to inform succession planning for European legal

practitioners.

. Managed projects to effectively deliver high-impact solutions on

time and within budget.

Powertel, Inc. Atlanta, GA

08/98 - 10/00

Software Applications Trainer and Project Lead 06/99 - 10/00

. Designed and delivered technical learning solutions to support new

products and improved business management systems.

. Authored software application documentation and reference materials

including user manuals, policies, and procedures, training programs

and troubleshooting guides.

Customer Service Training Supervisor 08/98 - 06/99

. Trained and supervised new customer service and collections call

center representatives.

. Partnered with regional leaders to design and implement training

initiatives supporting regional business priorities.

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