Training Human Resources

HUMAN RESOURCES AND LEARNING PROFESSIONAL - TRAINING & PROGRAM MANAGER/

FACILITATOR/ORGANIZATIONAL DEVELOPMENT

A motivated, results-oriented, human resources and learning professional

with proven skills in developing and implementing successful programs and

performance solutions. Major strengths include: relationship building,

problem solving, coaching and developing, collaboration and teamwork, and

oral and written communications.

Professional strengths and areas of expertise include:

Facilitation Training Content Developer Change Management

Leadership Development Supervision/Management Talent Development

Performance Management Adult Learning Quality Assurance

CAREER HIGHLIGHTS & QUALIFICATIONS

o Best Trainer Category, Silver Medal Winner, Contact Center World Awards

competition, 2008.

o Pizza Hut placed second in Dallas Business Journal's Best Places to Work

contest. (Served as Project Lead.)

o Developed and facilitated instructor-led and web based People Soft 9.0

Performance Appraisal training for over 300 employees.

o Instrumental in reducing operating expenses by 30 percent through

coaching team members, preparing monthly messaging email campaigns, and

developing training job aids.

o Spearheaded best practices and culture change initiative which improved

customer satisfaction, training, and staffing selection process. As a

result, customer satisfaction increased from 95 to 99 percent, and

employee test scores improved from 89 percent to 93 percent.

PROFESSIONAL EXPERIENCE

American Heart Association; Dallas, TX

TRAINING & PROGRAM CONSULTANT

2006 - PRESENT

Responsible for developing training solutions using a variety of formats

(instructor-led, self guided, and web based) that impact over 1 million

customers annually. Utilize adult learning principles and instructional

design methodologies to develop and facilitate successful programs. Provide

ongoing performance coaching and training support to existing staff and

leaders. Provide operational support by serving as weekend and on-call

supervisor for onsite and remote employees, by monitoring service levels,

key performance indicators, revenue, and customer loyalty goals.

. Successfully developed training curricula that improved student

performance by 4%.

. Develop performance objectives, key performance indicators, and manage

the development and implementation of Customer Loyalty standards, tools,

as well as the development and facilitation of customer loyalty and new

staff training.

. Create and manage content using knowledge management system and content

management tool (Share Point and elementK).

. Implement training solutions and tools that deliver quantifiable business

results in the areas of revenue, cost savings, and increased customer

satisfaction scores.

. Developed and designed curricula for corporate university leadership and

customer loyalty diploma programs.

Pizza Hut, Inc.; Dallas, TX

1999 - 2005

ORGANIZATIONAL DEVELOPMENT ANALYST (2003-2005)

Partnered with stakeholders and business units to develop, implement, and

manage key programs and initiatives such as 360 Feedback process, Annual

Culture survey, and Voice of Customer (VOC) survey. Provided analysis and

reporting for all Organizational Development programs (i.e. VOC, engagement

survey, 360, etc.)

PROFESSIONAL EXPERIENCE CONTINUED...

Pizza Hut, Inc.; Dallas, TX

1999 - 2005

ORGANIZATIONAL DEVELOPMENT ANALYST (2003-2005)

. Designed succession planning activities for high potential employees by

creating a formal mentoring program, and coordinating leadership forums.

. Managed professional and leadership development program for over 600

employees from individual contributors to senior leaders.

. Designed and facilitated management development programs on leadership

development, conflict resolution, and communication skills using Myers-

Briggs.

SENIOR CUSTOMER LOYALTY PROGRAM COORDINATOR (2001-2003)

Managed daily operations for $2 million dollar customer retention program

by resolving escalated service situations, compiling and analyzing customer

feedback data, and monitoring systemic issues.

. Developed and managed compensation upgrade program for customer retention

program.

. Helped achieve customer satisfaction goals by building relationships with

vendors, and developing customer service training and tools.

. Supervised and supported call center selection process by requesting and

reviewing RFPs, and evaluating prospective call center vendors through

interviews and site visits.

FRANCHISE PROJECT COORDINATOR (1999-2001)

Supported franchise operations by developing communications, facilitating

training, and providing training material, and fulfillment to over 4000

restaurants.

. Interacted and influenced various levels of management by developing and

cascading business messages and company initiatives to over 4000

franchise restaurants.

. Managed the preparation of executive presentations for franchise board

meetings.

. Reduced operating and fulfillment costs by transitioning franchise

communications process from hard copy format to electronic format.

. Assisted in the design and development of franchise extranet website;

managed website content by creating and posting content to websites.

. Managed planning and implementation of annual franchise conferences and

award programs for over 4000 franchise restaurants.

EDUCATION AND PROFESSIONAL DEVELOPMENT

. Master of Science, Human Resources Training and Development, Amberton

University

. Bachelor of Arts, Journalism, San Diego State University

. E-Learning Design Certificate, Training Magazine Conference

. Myers-Briggs Certification

. Franklin Covey, Closing the Execution Gap Certified

. Art of Performance Management; Inside Out Coaching; Managing with Heart

(Manager Skills Training); Cross Generational Workers in the 21st

Century; Simulearn (Virtual Leader Training); Preventing Sexual

Harassment; Unemployment Hearings, and Eagles Flight: Promises, Promises;

Gold of the Desert Kings; Movies and Moguls

PROFESSIONAL AFFILIATIONS

American Society of Training Society of Consumer Affairs

Development (ASTD) Professionals (SOCAP)

VOLUNTEER INVOLVEMENT

Turner Twelve, Inc. (Board Member Dallas Leadership Foundation

since 2003) (Operation Hope Volunteer)

TECHNICAL SKILLS

Contact Center Express Camtasia Captivate

(CCE)

Front Page Microsoft Office People Soft

Share Point Verint Impact 360

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