Training Customer Service

STEPHANIE T. SMALL

*** **** **** ******, ***. #D10

Brooklyn, New York 11230

(Phone: 718-***-****

____E-mail: ********@*******.***

PROFESSIONAL EXPERIENCE

DIRECTOR OF TRAINING

****-*010

Wildcat Service Corporation & Bronx Workforce 1, New York, New York

> Reporting to the President's office, directed the training department of

a 15 million dollar nonprofit workforce development organization serving

17,000 clients per year along with its affiliate Workforce 1 center

> Developed, implemented and facilitated certification training programs

designed to provide job readiness and skill enhancement services to adult

education participants seeking to re-enter the workforce

Supervised a team of adjunct teachers, administrative staff and full time

employees and directed training and

career services efforts aimed at increasing training and continuing

educational outcomes for students

> Responsible for strategic planning, instructional design, budgeting and

the development of written project plans and schedules for funders,

community based organizations and government agencies

> Worked with Directors and Assistant Directors across programs and

departments to implement goals and objectives to support and enhance

students' opportunities for career and educational advancement

> Led ongoing analysis and evaluation of the Bronx Workforce1 career center

job preparedness programs and implemented curriculum and educational

strategy changes to ensure successful preparation of students

> Designed curriculum for a variety of workforce development training

initiatives and trained staff on the delivery of program material;

launched and facilitated the company's first supervisory and staff

professional development training program resulting in improved workplace

productivity

> Oversaw training of over 200 adult education students resulting in 90%

departmental graduation rate

ASSOCIATE TRAINING MANAGER/HIGHER EDUCATION ASSOCIATE

2006 - 2007

The City University of New York (Central Administration Office), New York,

New York

Developed and coordinated training and professional development

programs for all University staff and faculty of all 21 CUNY colleges

Oversaw program and Training Office administration and assisted in

management of daily office operation; maintained the training educational

website

Coordinated training needs research and developed and administered

analysis tools

Prepared and reviewed University training budget as well as expenses

and other reports for management review

Prepared consultant payment documentation, assisted program

facilitators and maintained contact with campus trainees and trainers

Assisted in the coordination of University training mandated by

policy or special University initiatives; delivered in-house professional

development, eLearning and technical training to employees

> Managed Training Office marketing/communication efforts in the form of

program brochures, web content, program schedules, announcements and

flyers

> Drafted, edited and designed the University's first Executive Leadership

Staff Booklet documenting the achievements, education and contribution of

CUNY's executive staff

Stephanie Small

Page 2

COORDINATOR OF TRAINING/CAREER SERVICES

2003 - 2006

Next Step - Project Renewal, New York, New York

Managed a $3.8 million dollar Suburban and Urban Jobs Employment

Placement Program

Taught workshops and seminars and drafted training curriculum and

workplace material for educational training groups

Conducted needs-analysis, managed training schedules and designed

training materials based on agency needs; established partnerships and

collaborations with community agencies and businesses

Assessed, interviewed and evaluated clients for employment placement

and job readiness

> Responsible for drafting and designing all agency recruitment/training

material and job advertisements

> Supervised a staff of Job Developers, Vocational Counselors and Interns

> Responsible for all aspects of education, career development training,

recruitment and placement for the agency resulting in a 160% increase in

placements over past years

VOCATIONAL TRAINER

2002-2003

Peninsula Counseling Center, Woodmere, New York

Trained clients on the use of computer software and facilitated

workshops on job search strategies

Analyzed training needs, drafted resumes and job search curriculum

and provided counseling to clients in a pre-vocational program

TECHNICAL WRITER

2001

Javelin Technologies, Inc. New York, New York

Documented and edited user guides, marketing materials and

installation booklets for Wall Street financial software company

Drafted technical content and designed format and layout of an Online

Help project documenting the company's premiere software products

Interviewed Subject-Matter-Experts (SME) to extract information to

document the features,

functions, operation and selling points of company products

VOCATIONAL TRAINER/CAREER INFORMATION OFFICER

1998-2001

Humber College of Applied Arts and Technology, Toronto, Ontario

Provided career counseling and trained clients on Microsoft Office

applications

Conducted PowerPoint training workshops and designed curriculum for

students and adults in a college career services setting

Wrote effective instructional design and training material to

facilitate delivery of job search workshops

EDUCATION

MASTER OF ARTS - ENGLISH/ WRITING FOCUS

City College of New York, New York, New York

BACHELOR OF ARTS PSYCHOLOGY & ENGLISH LITERATURE (Honors)

University of Windsor, Windsor, Ontario

CERTIFICATES

EMPLOYMENT FACILITATOR CERTIFICATE

Human Resources Development Canada, Toronto, Ontario

TECHNICAL WRITING CERTIFICATE

Humber College of Applied Arts and Technology, Toronto, Ontario

PROFESSIONAL CERTIFICATION IN CUSTOMER SERVICE

National Retail Federation, Washington, DC

References Available Upon Request

EXECUTIVE SUMMARY

+ Training & Development + Curriculum Design + Skill Assessment +

Evaluation

+ Budgeting + Learning & Professional Development + Project Management +

Instructional De sign

> Training Delivery and Development professional with over 10 years

experience designing, facilitating and implementing educational training

programs in government, educational and corporate settings

> Master of Arts Degree combined with Bachelor's Degrees in Psychology and

English

> Strong staff and organizational leadership skills with project

management, instructional design and employee development skills

> Successful in identifying developmental needs and providing creative

solutions for practical performance based programs leading to improved

workplace productivity

> Excellent platform skills with the ability to train large groups on

multiple topics

>

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