Training Customer Service
Resume:
Sheri Admire
Euless, Texas 76040
www.linkedin.com/in/sheriadmire
*********@*******.***
Summary
Trainer/Instructional Designer with extensive experience in the full
learning cycle from Analysis to Evaluation. Provides support to multiple
business units including analyzing training needs, developing training
materials and facilitating workshops to promote individual and group
learning solutions. Played key role in increasing productivity, decreasing
discrepancies, and meeting strategic company-wide objectives. Energetic
presenter able to adapt to a variety of learning styles. Strong
interpersonal skills allowing ease in working with all client levels from
front-line associates to executive team. Excellent written, verbal and
listening skills all contributing in the creation of innovative learning
solutions.
. ADDIE
. Needs Analysis / Assessment
. Development of curricula and job aids
. Blended Learning Solutions
. Pilot and Implementation of programs
. Evaluation
Career Accomplishments
. Established nation-wide quality initiative by collaborating and
consulting with the Collections Department including directors, managers,
supervisors and front line staff, to determine necessary core
competencies of a successful collections call. Initiative included
creating a score card, developing training materials, and facilitating
train-the-trainer as well as actual training courses.
. Instructed supervisors on the appropriate method for delivering
constructive feedback to associates, which resulted in a consistent,
encouraging method to improve productivity while maintaining company
guidelines.
. Decreased employee turnover by developing an employee retention program
based on the book Love 'Em or Lose 'Em: Getting Good People to Stay;
worked closely with the book's author, Beverly Kaye, to ensure the
integrity of her material while making it relevant to the industry.
Training was delivered to supervisor, management and executive level
associates.
Professional Experience
Lee Hecht Harrison, Bedford, Texas,
2008 - Present
Senior Career Consultant
Career Consultant and Facilitator for international career transition and
executive coaching company
. Facilitate general group orientation classes for all new clients to
identify company resources for use during career transition.
. Meet individually with clients to:
o assist in the creation/update of resumes to secure an interview
o build proficient networking skills to obtain contacts within target
companies for employment
o improve techniques for effectively responding to interview
questions
. Provide guidance on strategic utilization of resources (internal and
external to company) for the duration of clients' services to ensure
acquisition of new position.
. Document and track progress for each client via internal database to
ensure all services have been administered successfully.
. Create job aides to guide clients through career transition process
providing a concise list of all workbook, network and training class
resources for each step of the program.
Wachovia Dealer Services/Wfs Financial, Irving, Texas
1996-2008
Learning Strategist/Performance Consultant (2004 - 2008)
Performance Consultant, Facilitator and Instructional Designer for the top
non-captive auto lending company
. Designed training materials based upon adult leaning theories and core
instructional design processes such as ADDIE. Deliverables including
participant guides, leader's guides, self-study guides, job aids, and
quick references for new hires, current associates, and cross-trained
associates.
. Created/Designed performance-based training curriculums for various
roles, all of which consistently increased performance and productivity
for each position and received highly favorable feedback from trainees,
management, and executive teams.
o Direct and Indirect Sales Team (co-creator)
o Customer Service Center: Office of the President, Welcome Call, Call
Center, Data Entry, Verification
o Records: Imaging Team, Department of Motor Vehicles (internal group),
Titles
o Collections: Supervisors, Loan Service Counselors - Early and Late
Stage
. Tracked and compared training objectives to actual measurable production
goals which ensured timelines and development goals were maintained.
Sheri Admire 214-***-****
2
. Conducted needs assessments for various groups to develop training that
supported individual and group growth which was reflected in an increase
in revenue to the company as well as the internal advancement of
associates.
. Edited countless documents including training manuals, job aids, and
general communications for self and other team members to ensure accuracy
of formatting, information, grammar, and verbiage based on proper writing
practices, company expectations and corporate environment.
. Partnered with cross functional teams consisting of executives through
front line associates to establish core competencies for all company
positions using Lominger's Leadership Architect Suite . Lominger creates
a common language allowing business teams to work more effectively as
well as providing a template for additional corporate and Human Resources
strategies including job profiling, training, and performance management.
. Selected as Co-Leader for internal training conference in 2006, LINK:
Learning, Innovation, Networking, Knowledge. The purpose of the
conference was to allow associates who facilitated any type of training
within the company to come together for two days and receive various
classes including basic facilitation skills and interactive learning
strategies.
. Served as Site Coordinator for Irving, Texas training facilities by
managing resources for all training events at site (only training team
member at location). Ensured the following services were provided for
all trainers, classes and events:
o Reserved appropriate training/conference room based on type of
class/event, number of participants, and equipment needed
(administrator for three training rooms)
o Supplies were delivered to the facility in a timely fashion, room was
set up to specifications of trainer
o Reserved and set up equipment needed for event and coordinated with IT
for any software needs during session
o Maintained training rooms and equipment to ensure professional
appearance and proper working order
. Consistently excelled as a remote associate by:
o Demonstrating the ability to work with limited supervision along with
exercising independent judgment on training or site management issues
when management was unavailable.
o Prioritizing projects and organizing daily, weekly, and monthly
objectives/goals to ensure appropriate time management.
o Completing all deliverables on or before deadlines.
o Establishing relationships with teammates and business partners
located in various locations throughout the nation which promoted
effective collaboration on projects.
. Initiated the establishment of a Toastmasters Club within the company to
allow associates and management team members an additional resource for
improving their presentation and speaking skills. Served as officer two
years.
Senior Performance Support Specialist (1998 - 2004)
Facilitator and Instructional Designer for top non-captive auto lending
company.
. Designed training materials including participant guides, leader's
guides, self-study guides, job aids, and quick references for new hires,
current associates, and cross-trained associates using ADDIE model.
Trainings resulting in an observable increase in production and associate
advancement within the company.
. Established and maintained productive working relationships with
management team to create a positive environment between training and
production.
. Collaborated with various business teams to develop best
practices/procedures to provide consistency in workflows.
. Conducted soft skill programs including: presentation and facilitation
skills, telephone etiquette, customer service, sales excellence,
effective meetings, and effective communication thereby increasing
associate skills.
. Adhered to all internal and external regulations and guidelines to ensure
compliance of company, state, and federal guidelines avoiding unnecessary
expenditures to the company.
. Created and facilitated technical training on internal software resulting
in a noticeable increase in production.
. Consistently revised training materials to ensure up-to-date content for
all company, state, and federal processes and procedures.
Performance Support Specialist (1996 - 1998)
Facilitator for top non-captive auto lending company.
. Conducted weekly Data Entry and Verifications training classes with up to
15 participants regarding the company's software along with state and
federal policies and procedures which led to reaching and exceeding
designated time frames for initiating loan process. Rapid loan
decisioning allowed company to secure more business than competing
lenders and surpass revenue goals.
. Developed job aids for a variety of business lines assisting in an
increase in efficiency and adherence to federal, state, and company
guidelines as well as providing consistent work procedures for nation-
wide lines of business.
Sheri Admire 214-***-****
3
Other Professional Experience
bentonville School District, Bentonville, Arkansas
1989 - 1996
Resource Teacher (Special Education - Learning Disabled Students)
Community Based Instruction Teacher (Special Education - Life Skills for
Severely Challenged Students)
Education
BS, Elementary and Special Education, University of Arkansas, Fayetteville,
Arkansas
Professional development
Learning and Performance Strategies Conference, 2007: Faster, Easier,
Better - Create effective interactive training at a rapid rate increasing
trainee retention. (Sponsored and facilitated by Darryl Sink and Thiagi)
Telling Ain't Training Conference, 2006: Apply research-based principles to
a training session that results in long-term demonstrative learning.
Leaning and Performance Strategies Conference, 2005: Faster, Cheaper,
Better - Create effective interactive training at a rapid rate for less
cost. (Sponsored and facilitated by Darryl Sink and Thiagi)
Professional Affiliations
American Society of Training and Development
Technical Skills
. MS Word
. MS Excel
. MS PowerPoint
. Snag-It
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