Project Manager Customer Service

NORMA J. LAPOINTE

**B Devlin Ave.

N. Attleboro, MA 02766

Cell: 508-***-****

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

Summary

Energetic and creative Learning & Development professional with extensive experience

in management development, program development and performance improvement

methods. Leadership roles in a wide range of internal design and performance

improvement projects in large corporations and private consulting firms. Uniquely

skilled at determining the processes necessary to get things done; sees opportunities

for synergy and integration to improve performance. Confident in building effective

relationships that inspire confidence, trust, credibility and integrity.

Expertise includes:

•Human Performance Improvement

•Leadership & Management Development

•Organizational Effectiveness

•Team Development

•Career Development

•Train-the-Trainer Programs

•Project Management

Accomplishments

Cost Reductions

Reduced on-boarding expense by 50% through blended learning, targeted training and

utilizing corporate resources more effectively.

Developed an automated evaluation design and reporting mechanism that reduced cost

by 75%. Evaluation reports (levels 1-3) were reported quarterly to senior management

to improve program management, investment, and marketing of corporate learning

results.

Marketing & Sales

Achieved 100% closing rate for train-the-trainer programs and on-site engagements.

Integrated eLearning into corporate culture through marketing, promotions and

developing blended learning solutions. Fifty percent of employees utilized eLearning

tools by the end of the promotional period.

Performance Improvement

Developed and delivered management development programs for line managers and

new supervisors. Ten percent of the participants earned promotions within 6 months of

completing the program.

Developed and delivered Team Development programs using DISC (TTI)

Communications profile. Managers reported increases in team work, communication

and customer service ratings.

Developed business literacy programs that increased the value of service positions

throughout the organization. Customer feedback ratings improved within 3 months of

these programs.

Experience

Linkage Inc., Burlington, MA 2007 – 2009

Product Development Consultant

Responsibilities included: instructional design, materials development and production.

Consulted directly with best-selling authors in the Leadership and Organization

Development topic areas to develop classroom training programs for the public market.

Participated on sales calls with clients and achieved a 100% closing rate.

Developed and delivered certification programs for trainers; as well as onsite daily

engagements.

Designed and delivered webex training sessions on a variety of management topics for

domestic and international audiences.

New York Life Investment Management, Norwood, MA 2003 –

2006

Performance and Professional Development Consultant

Partnered with directors and management team to determine performance

improvement opportunities that would improve bottom line performance by increasing

the effectiveness of human capital resources.

•Developed a team effectiveness program using the DiSC Style Analysis by Target

Training International. Used team analysis to improve team communication and

performance.

•Developed a competency-based management development program using a

blended learning approach. Ten percent of the program graduates received

promotions within six months of completing the program.

•Launched a new 6-month Mentor Program to develop career development

opportunities. Developed orientation materials and training for mentors and

protégés.

•Developed a comprehensive Investment Literacy Program using a blended learning

approach. Influenced management to invest $30,000 annually in an eLearning

site to support blended learning.

•Developed and launched the company’s first Career Development program.

Fleet Boston Financial, Providence, RI 1995 –

2001

Corporate Learning and Development Project Manager

Responsibilities included all aspects of project management to improve marketing and

development of products and services across Fleet’s geographic locations. Held a

variety of positions as an individual contributor and project manager that conducted:

needs assessment, design, development, delivery and evaluation of both classroom and

online learning programs throughout the organization.

Certifications

•Human Performance Improvement – ASTD Certification Program

•Development Dimensions International Certified Instructor

•DISC Behavioral Style Analysis, Target Training International

•Measuring the Impact of Training, Richard Chang Associates

•Instructional Design, Friesen, Kaye & Associates

•Creative Training Techniques International, Inc

•Assessing Training Needs, Boston University

•“A Path to Personal Productivity” – Linkage Inc., and The David Allen Company

Education

B.A. Economics, University of Massachusetts – Amherst, MA

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