Customer Service Manager

DAWN K. PRICE

*** *. ************* *** **********, Illinois 60193

Phone: 847-***-**** E-mail: abmbrz@r.postjobfree.com

PROFESSIONAL SUMMARY

Accomplished, respected, and energetic Learning and Development Management

professional with proven talent to direct a diverse group of individuals in

both technical and non-technical roles. Dynamic leader and team builder

with demonstrated ability to consistently motivate employees to work

towards accomplishing corporate objectives. Seasoned facilitator, public-

speaker, decision-maker, and persuasive communicator with ability to

quickly develop and maintain relationships at all levels of the

organization. Diverse background includes management, training, project

management, direct sales, technical support, account management, and

customer service.

PROFESSIONAL EXPERIENCE

THE PAMPERED CHEF, Addison, IL 2007 to present

A premier direct seller of essential kitchen tools and part of the

Berkshire Hathaway family of businesses, The Pampered Chef was founded in

1980, and has a sales force of approximately 65,000 Independent Pampered

Chef Consultants.

Sales Training Manager (2007-2009)

Managed the development, and implementation of online courses, instructor-

led courses, and training materials for Independent Consultants (external

sales field).

. Developed and conducted instructor-led training for up to 700 Consultants

on basic sales techniques.

. Developed interactive training activities for a leadership program

launched in 2009.

. Managed the development and implementation of 3 online training courses

on an accelerated schedule.

. Developed materials and recorded scripts providing value propositions on

how to sell new products and introduce new theme shows and recipes as

launched seasonally.

. Managed the selection process of up to 250+ speakers annually for

conference workshops. Developed bullet points to cover at workshops and

coached speakers on their content to ensure consistent messaging.

. Managed the seasonal changeover process of content, images, audio files,

video links and training materials on the corporate web site. Managed the

collaboration of various departments to ensure accuracy and timely

execution of materials posted.

. Developed instructional materials such as training aids and Help Files

based on the needs of the Consultants and new programs implemented

throughout the year.

. Contributed expertise and conducted testing in the development of

several applications to promote continual improvement and simplification

of processes. Analyzed training needs and developed instructional

materials.

CAREER EDUCATION CORPORATION, Hoffman Estates, IL 2005 to 2007

An educational services company offering for-profit, post-secondary

education focused on career-oriented learning, which includes an Online

Education Group (OEG) for three virtual campuses representing over 32,000

online students.

Assistant Director of Course Development (2006-2007)

Promoted after 10 months to direct a team of 12 Instructional Designers

responsible for developing online courses for three virtual campuses.

. Directed activities of Instructional Designers, created a mentoring

program, and conducted training and continuous coaching to ensure

knowledge growth of instructional design techniques among the team.

. Managed implementation of online education programs for various schools

to increase student enrollment.

. Advised on verbiage for new curriculum programs (e.g., descriptions,

objectives) to meet academic standards.

Course Development Project Manager (2005-2006)

Managed the design, development, implementation, and maintenance of online

education courses.

. Managed the design and development process of course deliverables for 3

major Master and Bachelor level programs consisting of over 20 online

courses ensuring timely execution.

. Conducted smooth implementation of over 50 online courses through solid

project management techniques, effective quality assurance methods, and

cultivation of collaborative relationships with Academics, Information

Technology, and Web Support to meet internal client and academic

standards.

. Maintained over 150 existing online courses as directed by Academics,

which included textbook changes, assignment revisions, and Learning Event

Reviews to promote constant improvement of course materials.

. Mentored Instructional Designers in effective design techniques, Bloom's

Learning Taxonomy, creative storyboard design, proper editing, and

communication skills.

EXPERIAN, INC., Schaumburg, IL 2000 to 2005

A leading international provider of credit and direct marketing information

and solutions with 2500 employees in six divisions.

Solutions Education Manager (2004-2005)

Designed, developed, and implemented a comprehensive product and services

training program for Sales and Customer Service personnel in the Direct

Marketing division (600 employees across five offices) using the ADDIE

Instructional Design Model and Experian's in-house Project Management

methodology.

. Designed, developed and implemented standardized training methodology for

educating on Experian's core products and services, which included

distance and blended learning techniques. Launched five months before

deadline.

. Audited existing programs, identified best practices, and established

areas for improvement by leading and facilitating Focus Groups.

Developed a central repository of relevant information and tools for the

Sales department.

. Convinced Senior Leadership to partner with outside vendors to implement

two educational programs offering customized seminars/webinars for the

Sales and Marketing departments (125 employees) to meet supplementary

training needs.

Resource Team Manager (2000-2004)

Hired from the outside with no knowledge of the industry or internal

processes to direct and build a cohesive team of technical and non-

technical individuals in a merger environment.

. Directed a team of 18 seasoned Programmers and Project Managers

responsible for technical support, system integration, process

improvement, and new product implementation to support the Customer

Service department of 500 employees across five offices.

. Directed a team of 6 trainers responsible for the design, development,

and implementation of multiple Training and Certification Programs

incorporating effective techniques for classroom and distance learning

utilizing needs analysis results, instructional design methods, blended

learning techniques, pilot classes, and thorough evaluation system.

. Maintained a 95% employee retention rate while morale was challenged due

to 3 reductions in workforce that affected the team. Developed and

administered on-time performance reviews using SMART goals and effective

management techniques to motivate local and virtual team members.

Responsible for employee termination as needed.

. Managed the departmental budget, adhered to budgetary practices and

policies resulting in successfully ending fiscal year within budget in

spite of revenue issues.

. Developed and implemented a "Recruiting and Staffing Selection" process,

and created "Communication Etiquette Standards" to promote continual

process improvement. Contributed expertise in development and

implementation of a Compensation Inequity Project.

Previous Experience: Business Development Manager, Manager of Technical

Consultants, Software Trainer, Technical Support, Customer Service

Representative, Credit Manager, Director of a National Tutoring Center, and

Director of a Private Day Care Center.

EDUCATION

MATD, Training & Development with focus on eLearning, ROOSEVELT

UNIVERSITY, Schaumburg, IL

(Expected completion of Masters Program = December 2010)

BA, Business Mgmt with minor in Computer Science, NORTH CENTRAL COLLEGE,

Naperville, IL

AAS, Marketing, COLLEGE OF DUPAGE, Glen Ellyn, IL

AA, Education, TAYLOR UNIVERSITY, Upland, IN

TECHNICAL SKILLS

MS Office Suite (Word, Excel, Power Point, Outlook), MS Project, Visio,

WebEx, Information Mapping, FrontPage, HTML Basics, Captivate, Articulate

PROFESSIONAL DEVELOPMENT

Train-the-Trainer Boot Camp (The Bob Pike Group), STAR Process Management

(In-house Project Management Methodology), Situational Leadership, Managing

Virtual Teams, Targeted Selection (Effective Interviewing Techniques), SPIN

Selling Techniques, APA Citation Style, Competent Toastmaster (CTM), 40

hours Sexual Assault and Domestic Violence Training

Contact this candidate