Training Customer Service

JACQUELINE ALEXANDER

Email address: **********@***.***

Contact number: (H) 973-***-**** (C) 973-***-****

Career Objective

Position in the area of Learning & Development

Education

Montclair State University - May 2001

M.A. Degree Training & Administration

Summary of Qualifications

Extensive background in the area of training and development working with

Fortune 500 companies. Expertise includes classroom facilitation,

curriculum/instructional design across the organization. Experience

managing the training function, which included but not limited to: ISD,

needs assessment, project management, management development, client

consultations, working with SMEs, vendor selection, development of training

metrics, Level 1-3 evaluations and the design/development of training

programs for multiple platforms; CBT, WBT, CD-Rom (E-Learning), Captivate,

Articulate, Video and instructor-led.

Professional Experience

Freelance Consulting- 6/08 - present

Training consultant/Curriculum Developer/Project Manager

. Responsible for managing training projects

. Responsible for working with clients, SMEs and customers to

design instructional material for training courses and/or

defining training solutions, utilizing multiple methodologies

. Responsible for working with stakeholders/SMEs to conduct needs

assessments and analyze/compile data

. Responsible for the design/development of job aids and

tests/assessments

. Responsible for managing, conducting and organizing pilot/train-

the-trainer sessions and the evaluation and implementation of

training programs

Novartis Pharmaceuticals - 3/06 - 5/08

Global Training Manager for Clinical Development/Medical Affairs

. Responsible for managing and supporting the training initiatives of

multiple global line functions

located in the US, UK, Switzerland, Japan and Asia.

. Partner with Global Heads, Learning Organizations and Global Teams to

assess and identify learning solutions for CRO-Management, Global

Medical Affairs and Electronic Data Management business units.

. Partner with vendors/SMEs to ensure the appropriate training platforms

are selected and training material is instructionally sound.

. Responsible for the design, development and implementation of training

material/curriculum for multiple business organizations.

. Collaborate with HR Managers, eLearning Manager, LMS Manager,

Strategic Initiatives Manager, Global Account Managers and other

learning functions within Novartis to leverage training across the

organization.

. Partnered with GLFs to design, develop and facilitate new hire/on-

boarding training programs.

. Ensure that skills and competencies are identified and supported by a

learning curricula and learning paths to support the on-going

professional development of assigned Global Line Functions.

. Continuously identify and assess critical needs and training services

to meet business needs.

. Partner with colleagues to assess and formulate group specific

training and strategies.

. Foster and maintain working relationships with client groups to ensure

that training programs support their goals and objectives.

. Partner with global teams to develop metrics to evaluate learning and

development effectiveness as measured against key business goals.

. Partner and collaborate with Strategic Initiatives and Human Resource

teams to design and implement Leadership Development Programs.

. Manage training budget for Global Line Functions.

Freelance Assignments 10/04 - 2/06

AXA Financial - Training Consultant, responsible for working with subject

matter experts to design, develop and implement training solutions.

Bristol-Myers Squibb - Training Consultant, responsible for working with

internal/external consultants within the Global Training Performance

Solutions Department to design, develop, implement and evaluate training

solutions for the various roles involved in clinical trials.

Online Services - Training Consultant, responsible for designing,

developing and facilitating a global proprietary system for a

pharmaceutical company.

Horizon Blue Cross Blue Shield - 01/04 - 7/04

Senior Manager, Learning & Development

. Responsible for planning, directing, implementing, coordinating, and

evaluating all service training programs to ensure optimal and

effective attainment of service goals, policies and procedures.

. Responsible for developing and executing a training strategy designed

to maximize the level of expertise in the call center.

. Responsible for developing standards for training material/content for

various platforms.

. Responsible for managing, coaching and developing a staff of technical

twenty trainers and instructional designers.

. Responsible for evaluating trainers on delivery skills and coaching,

mentoring and providing feedback in the area of classroom delivery

skills.

. Responsible for the training and ongoing development of new hires and

existing employees.

. Responsible for the design, development and implementation of the call

center training curricula, via multiple platforms.

. Responsible for the coordination and development of training material,

which included; job aides, quick reference cards, instructor/student

guides, developed for instructor-led and self-paced training.

. Integrate, evaluate, improve and manage current programs using

instructional design and development skills.

. Develop metrics to evaluate learning and development effectiveness as

measured against key business goals.

. Responsible for partnering with Service VP/Directors/Managers/HR to

design and implement an effective blended learning solution.

. Evaluate and recommend appropriate programs/materials from outside

resources to fill training and development needs.

. Responsible for analyzing service training needs curriculum

development and managing multiple delivery options.

. Partner with Directors of multiple service areas to ensure their

goals/objectives are met and to develop learning strategies and

initiatives.

Aventis Pharmaceuticals - 11/00 - 12/02

Corporate Training Manager

. Responsible for the overall design, development and implementation of

Training Curriculum for North America associates.

. Responsible for large scale implementation rollouts.

. Partnered with business units to conduct needs analysis, design,

develop and implement training programs, designed to meet project and

business objectives.

. Partnered with various business units to conduct skills-assessments,

develop new hire orientation program, and participated in special

training projects as needed.

. Supported the training initiatives of internal users throughout North

America.

. Spearheaded the start-up of the IT Training & Education department.

. Managed the training function, which included; Instructional

Technology, Corporate Decision Support, and technical/desktop

Training.

. Responsible for the creation and implementation of an integrated

strategic training plan for North America associates.

. Developed a high performing training and support team responsible for

the creation and delivery of high quality materials, instruction and

interventions.

. Managed professional development of direct reports.

. Responsible for the management of the corporate training budget and

ensuring project timelines were completed on time.

. Collaborated with internal and external sources to develop and

coordinate training classes.

. Partnered with business units within the organization to develop

instructor-student guides/training documentation, job-aides and

reference material.

. Evaluated and measured the effectiveness of training programs.

. Researched, evaluated, identified, hired and managed outside vendors.

. Partnered with internal groups to market, develop and implement E-

Learning initiatives. Involved in design of E-learning Strategy, LMS

selection process and E-Learning course selection.

Lucent Technologies - 10/98 - 10/00

Process/Training Manager

. Involved in the initial start-up of Lucent's Knowledge Universe

organization, directed at knowledge management initiatives.

. Responsible for managing, coaching and the development of two direct

reports.

. Responsible for the management, development and implementation of

tools/ processes for the company's knowledge management initiatives

and working closely with users to design and develop the tools.

. Responsible for developing and delivering training on the KM System to

internal users.

. Partnered with business units throughout the organization to help

develop and implement department processes.

. Responsible for the strategies and implementation of Knowledge

Awareness throughout the company.

. Involved in the selection of knowledge sharing content on the KU

website.

. Collaborated with team members in organizing annual Knowledge

Management seminars for Lucent employees.

. Responsible for managing and defining the roles and responsibilities

of contractors, interns and part-time employees.

. Responsible for the design/development of E-Learning, multimedia,

stand-up and video based tools and courses.

. Responsible for evaluating products and classes offered by vendors, as

well as the selection and negotiation of prices.

. Responsible for working closely with SMEs and external vendors to

ensure projects goals and objectives are adhered to.

. Responsible for the development of on-line assessment tools and

surveys.

Lucent Technologies - 3/96 - 10/98

Curriculum Manager

. Managed the design, development, delivery and evaluation of training

programs to ensure continuous learning and performance improvement.

. Managed overall training strategies for Wireless Organization,

Technical, Supervisory, Professional Development, and Diversity

curricula - course content was closely aligned with corporate policies

and procedures i.e. performance management, diversity, sexual

harassment, and employee relations.

. Managed vendor related projects and monitored the performance of

external trainers to ensure stated requirements were met.

. Partnered with external vendors to customize off the shelf products to

meet the needs of the business units and to develop instructor/student

training material, job-aides and quick reference material, used for

instructor-led and self-paced training platforms.

. Developed and managed training budget for curricula under my

direction.

. Consulted with customer groups to determine performance improvement

needs future directions, strategies and priorities to ensure the

development and delivery of customer focused, performance-based

curriculum.

. Researched quality learning solutions and techniques and incorporated

state-of-the-art methods and materials into the design of courses

ensuring maximum comprehension and retention.

. Promoted and marketed programs through development and dissemination

of newsletters and flyers; participated in training fairs.

. Managed the performance and development of two direct reports.

Sea-Land Service- 5/91 - 10/95

Lead Instructional Designer/Trainer

. Responsible for the design, development, implementation, delivery and

evaluation of company wide training initiatives.

. Designed and managed the production of courses (soft skills and major

application programs) in CD-ROM multimedia formats for worldwide

audiences of 8,500 associates translated into 11 languages.

. Provided internal consulting services to various groups within the

organization.

. Worked closely with internal customers and management in order to

assess, design, review and evaluate training company wide.

. Responsible for designing and supporting the design and development of

a global management curriculum.

. Responsible for managing the instructional strategies of vendor

related projects.

. Collaborate with global management teams to capture and distribute

best practices/successes concerning training issues.

. Responsible for evaluating/hiring vendors and negotiating prices.

. Responsible for developing high-quality training guides, QRC, job-

aides and documentation for Sales, IT, HR, and Customer Service.

. Responsible for supporting the sales organization in Houston, which

involved; resolution of training issues, vendor related issues,

scheduling issues, and conducting sales/PC training as needed.

. Responsible for the delivery of customer service and sales training to

North America associates.

. Partnered with Dallas associates and Human Resources to implement

training curriculum for customer service representatives.

Contact this candidate