Training Customer Service
Resume:
D. Christopher Amisano
Miami Beach, FL 33139
************@*****.***
Corporate Training & Development Manager successful with the creation and
implementation of customer service, operations, management, and leadership
training curricula, career paths, and courses. Expert in consultation,
development, management, and execution of technical and soft-skills
training programs. Skilled at managing teams with solid understanding of HR
and coaching practices.
Key qualifications include:
Business Communications Instructional Design
Career Path Development Instructional Design Management
Change Management Multi-level Interaction
Client Consultation Project Management
Client Focus Team Leadership
Coaching and Development Training Delivery and Facilitation
Curriculum Development Training Evaluation
Facilitation Training Management
Human Resources Training Needs Analysis
Bachelor of Arts: Spanish Language & Literature, University of Memphis,
Memphis, TN
Instructional Design Certification: Florida International University,
Miami, FL
FastTrack Leadership Certification: Nova Southeastern University, Ft.
Lauderdale, FL
ExpertRating Certifications: Technical Writing, Business Writing, Chicago
Style Editing
PROFESSIONAL ACCOMPLISHMENTS
Consulting, Miami Beach, FL
2007-present
Main clients include Kaplan University, Campus Management Corporation, and
Cliff Atkinson
Develop and edit training materials, such as e-course content, workbooks,
self-paced guides, and classroom manuals. Consult with organizations and
stakeholders regarding potential training needs. Develop curriculum plans
and career paths.
. Developed course descriptions and outcomes for new Criminal Justice
degree programs at Kaplan University
. Managed course revisions for Criminal Justice courses at Kaplan
University
. Created content for legal consultant Cliff Atkinson's Beyond Bullet
Points e-course and self-paced workbook
. Created storyboards for Articulate development from narrative content
for Campus Management Corporation's Financial Aid, Reports, and
Contact Management modules
D. Christopher Amisano
Page 2
BankAtlantic, Fort Lauderdale, FL 2001-
2007
Vice President, Training and Development, Functional Support Curricula
2007
Managed development and delivery of classroom and OTJ training for one
local call center and one remote call center.
. Produced Learning Plans and Career Path Plans for 41 standard call
center positions
. Coordinated successful transition of four-week OTJ training program
from call center managers to training department
. Coached and managed team of 2 Instructional Designers and 3 Training
Instructors
Asst. Vice President, Curriculum Development Manager 2006-
2007
Coached production of curriculum and e-learning content for BankAtlantic
University learning programs. Evaluated training programs to determine
development needs. Consulted with business units to determine necessity of
training interventions. Managed team of 5 Instructional Designers.
. Managed production of 133 courses and 550 course revisions in 2006
. Constructed Loan Operations division Learning Plans and Career Paths
. Conceived and administered standard curriculum development process for
BankAtlantic University
. Created Instructional Design Team reporting and operational structure
Senior Instructional Designer 2004-
2006
Developed and designed training courses for operations, management, and
individual job functions. Coordinated instructional design processes.
Facilitated Speak-OUT sessions, based on GE's Work Out program.
. Facilitated 29 Speak-OUT sessions in 2004
. Directed implementation of online compliance training courses in 2004
. Conceptualized and designed Retail (Branch) Division Curriculum and
Learning Plans
Speak-OUT Facilitator 2003-2004
Coordinated and facilitated Speak-OUT sessions. Developed and designed
training courses as needed.
. Facilitated 52 sessions in 2003
. Designed platform sales course
. Assisted in the development of corporate university
Senior Corporate Trainer 2001-
2003
Delivered monthly platform sales and operations courses. Delivered platform
courses for acquisitions.
. Developed, designed, and evaluated head teller training program
Early Positions Included:
Training Specialist, Data Warehouse Business Analyst (Union Planters Bank,
Memphis, TN and Miami, FL)
Contact this candidate