Sales Customer Service

HEATHER TROTTA

* ***** ***

New Fairfield, CT ***12

Home: 203-***-****

Cell: 203-***-****

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

CAREER SUMMARY

Training and Development Professional with 13 + years in managing a diverse

curriculum: program planning, design, and delivery, directing course

content in support of company initiatives. A proven track record of

significant improvements in learning processes, productivity, quality, and

customer satisfaction while reducing costs, lowering turnover, and

maintaining a positive work environment. Dynamic leader, strategic thinker

and decision-maker. Expertise in multiple virtual and face to face

delivery methods including: e-learning, classroom based workshops,

simulations, interactive webinars and blended learning. Highly effective in

partnering with leadership to achieve individual and organizational goals.

Exceptional interpersonal and written communications skills in a multi-

cultural environment to ensure relevance and adoption of training content

for a global audience.

CORE COMPETENCIES

Management/ Coordination Training Vendor Relationship Management

Curriculum CRM (Customer Relationship

Adult Learning Principles Management- Tools & Process)

Technical, Process, & Leadership Course Instructional Design

Training Coaching Skills

Performance Consulting Evaluation Process & Measurement

Needs Assessment & Training Metrics

Virtual Training Platforms

PROFESSIONAL EXPERIENCE

MasterCard Worldwide, Purchase, NY

2007-2009

Leader, Sales Training and Development

Reported to Vice President of Global Sales Development. Managed sales

training curriculum for a global sales force of 700+/- employees and an

operating budget of $2-3M.

. Directed the development and deployment for the global roll-out of

Professional Sales Negotiation skills training program. Coordinated

the delivery of 28, two-day workshops in 16 countries. Participants

included sales, finance and legal staff ensuring cross-functional

partnership and significantly increased their effectiveness in

negotiating.

. Exceeded course completion target by 15% set by sales executives for

three new training programs.

. Successfully met challenging project timelines and budget parameters.

Frequently communicated progress with executive management to ensure

alignment with corporate strategic goals.

. Collaborated with internal sales executives to create and launch the

new Sales Coaching Program for 60-70 Global Sales Leaders. Long term

assessment results showed improvement of coaching skills for Sales

Managers and their effectiveness with their direct reports.

. Collaborated with video production and Design Company to create

training videos for several sales skills courses. Wrote actor

scripts, assisted in direction and editing processes.

. Traveled internationally to supervise new program pilot deliveries and

coordinated feedback sessions for course enhancements.

Sprint Nextel 2003-

2007

Sr. Training Specialist, Human Resources, Elmsford, NY

2005-2007

Managed and facilitated month-long employee training program for

management, customer service and sales staff for a corporate call center of

500 employees.

. Provided one on one coaching for employees for additional support and

follow up training, ensuring customer service quality and retention.

Sr. Sales Systems Training Specialist, Human Resources, Portsmouth, NH

2004-2005

Designed and delivered systems training programs nation-wide for sales

representatives.

. Served as key contributor for creation of virtual, interactive sales

systems training programs, achieving effectiveness survey results of

95% and saving significant training budget dollars by using a virtual

training method, rather than classroom.

. Delivered and designed hands-on training sessions to sales management

and their staff for Salesforce.com as their primary contact management

system.

Sr. Educational Consultant, Human Resources, Walnut Creek, CA

2003-2004

Coordinated and facilitated Human Resources training programs for the US

western region impacting employee development and productivity.

. Maintained quarterly training calendar for delivery of all HR

programs. Received "Top Performance" annual award from Company

President of Training and Development .

Cendant Mobility Services, Danbury, CT

1996-2003

Global Educational Consultant

Organized and facilitated hands-on, six week recurring training program for

newly hired corporate relocation consultants including subjects of customer

service, real estate, software program training and data integrity

management.

. As a coach for newly hired consultants, observed, wrote and evaluated

consultant performance on a weekly basis, helping them achieve 95-100%

client satisfaction ratings.

Mansfield Elementary School, Mansfield, CT

1993-1994

Teacher, Grade 4

Responsible for developing and teaching required state curriculum for a

class of 15 children.

. Partnered with a cooperating tenured teacher to increase visibility

for the Gifted Arts Program and increased student attendance by 10%.

EDUCATION

B.A., Psychology, University of Connecticut, Storrs, CT

K-6 Elementary Education Certification, Eastern Connecticut State

University, Willimantic, CT

CERTIFICATIONS

Connecticut Real Estate License, Norwalk, CT

PROFESSIONAL DEVELOPMENT/ASSOCIATIONS

Certified Corporate Relocation Professional (CRP), Employee Relocation

Council

American Society for Training and Development (ASTD), Westchester, NY

Chapter

Ken Blanchard's Situational Self Leadership Workshop (SSL) - Certified

Facilitator

D.i.S.C. Discovering Self and Others -Certified Facilitator

Salesforce.com CRM Application- Facilitator

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