Customer Service Training

Acomplishments

o Restructured companywide employee development strategies to improve

effectiveness reducing annual costs by two million ($2M) dollars.

o Led the reorganization and consolidation of multiple learning and

development organizations during the merger of four telecommunications

companies. The resulting organization delivered employee development,

communications and service and sales training, on a national scale

reducing operating costs by 60%.

o Developed web systems for company learning, development, on-boarding

and communications in a variety of industries including

telecommunications, healthcare and energy/utilities.

o Improved sales and customer service processes and training programs,

resulting in a 20% reduction of customer complaints and an 18%

increase in customer service productivity.

PROFESSIONAL EXPERIENCE

United Surgical Partners International

Director of Learning and Organizational Development

2006 - 2010

Implemented global learning and organizational effectiveness strategies to

include executive leadership development, talent management and performance

management strategies for organization of over 7,000 employees.

. Designed and executed initiatives to strengthen and develop

organizational capabilities for continuous improvement, efficiency and

accountability.

. Served as a business partner to organizations in the areas of change

management, employee engagement and built programs for employee on-

boarding, development and online learning.

JONES INC. - Senior Consultant 2001 -

2006

Provided consultative advice to senior management toward the identification

and resolution of change and development issues, training strategy and

organizational design, talent management, process improvement, and

curriculum development. Mapped business needs to learning, workforce

transitions, competency building, and succession.

Clients include: Metro PCS, Dobson Communications, TXU Energy, and

Capgemini America.

VERIZON WIRELESS 1996 - 2001

Director, National Training & Communications

Defined and developed organizational learning strategies and processes in

support of business initiatives.

. Directed team members responsible for sales and customer service

training.

. Development and management of curriculum including instructor-led, off-

the-shelf, computer-based, web-based, and multi-media training.

. Directed the design, development and implementation of internal

communications and e-learning technology.

Manager, Customer Care Training & Communications

Customer care training and development, policies & procedures development

and communications to over 2000 employees.

. Managed the design, development, and implementation of training and

quality initiatives, which resulted in a 2% reduction in employee

turnover.

. Developed technical documentation for operations processes and

procedures.

. Developed company wide system for communications and information

dissemination, which resulted in a reduction in customer

acquisition costs.

TEXAS UTILITIES 1990 - 1996

Environmental Regulatory Specialist

Evaluation and negotiation of governmental regulatory and legislative

documents for company impact assessment. Negotiated changes in state and

federal regulations at State Capitol. Recommended and coordinated company

response to new federal and state regulations.

Supervisor of Training Development

Development of company technical and leadership development training

programs at Comanche Peak Nuclear Station.

. Designed, developed, and evaluated technical and leadership

development training.

. Successfully directed Ropes/Leadership Challenge courses, which

resulted in enhanced productivity.

. Authored over 500 documents for the Institute of Nuclear Power

Operations accreditation of nuclear training program.

. Managed curriculum development for training programs to ensure

regulatory compliance.

TECHNICAL EXPERTISE

. Learning Management Systems(LMS): SABA, Skillport, Healthstream

. Development Software: Lectora, Captivate

. Lotus Notes, Outlook, Sharepoint, MS Office Suite, Drupal,

. Employee Satisfaction Surveys - Press Gainey, Syndics Research

Corporation(SRC)

EDUCATION

Masters, Organizational Management, Peru State College, Peru Nebraska,

8/2010

B.S., Environmental Science, University of Nebraska, Lincoln, Nebraska,

CERTIFICATIONS

Lominger

Leadership Architect: Competency Modeling

Interview Architect: Competency Based Selection

Choices Architect: High Potential Identification

Voices 360: Feedback Facilitation & Coaching

Steven Covey

7 Habits of Highly Effective People

Achieve Global

Customer Service Suite

Leadership Suite

Sales Skills

Presentation Skills

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