Customer Service Manager
Resume:
[pic]
Yale Cohen
** *** ******, ********** ** **945
****.*****@*****.***
LinkedIn Profile: http://www.linkedin.com/in/coheny
Learning professional with strong management and technical skills, who can
direct efforts to
improve the results and return on an organization's training and
development investment.
Professional Experience
Consultant, Institute for Human Centered Design, Boston MA (April 2009-
Present)
. Assist in development of online learning strategy
. Formalize technical and functional requirements for LMS
. Provide training and feedback on instructional design and use of tools
. Select and implement LMS, train staff on course setup and system
administration
Senior Manager/Director, Organizational Learning / First Marblehead
Corporation, Boston MA (2005-2008)
. Managed all aspects of Enterprise LMS (1200 regular/800 temporary
employees).
. Supervised instructional design and delivery team for classroom and
online learning.
. Designed and developed training programs for multiple functions across
enterprise (topics include: Business Module Overview, information
Security, Identity Verification, eSign, Business Continuity, Customer
Service, Compliance, etc.).
. Designed, tested and managed online certification and evaluation
processes for customer service, loan operations and compliance.
. Introduced new tools for delivery of multi-media training
presentations.
. Managed development of multiple Intranet projects, including L&D
Portal.
. Provided technical support for launch of third-party call centers for
customer service.
. Managed content for online reference portal for loan operations and
customer service.
. Authored RFP for LMS replacement, coordinated vendor selection and
communication process.
Group Manager, Global Service Communications / Polaroid Corporation,
Waltham MA (1992-2004)
. Created online system to deliver training, sales materials and
technical documentation to worldwide organization, (87% cost
reduction).
. Developed award winning Internet self-service site for customer
support.
. Directed transition of "paper-to-electronic" processes for training
and technical documentation.
. Developed and delivered seminars on digital imaging technology to
global sales and marketing.
. Managed content for online product catalog.
. Responsible for maintenance and enhancement of call center CRM System.
. Managed staff of ten (trainers, tech writers, designers and
contractors)
Independent Consultant/Writer/Producer / Cambridge MA (1984-1992)
. Produced corporate information and training programs for DEC,
Rockport, Raytheon, Interactive Medical Communications, Boeing
Corporation, Shepherd Security Systems, Polaroid Corporation.
Education
. Ed M, Boston University School of Education (Humanistic & Behavioral
Studies)
. BA, Boston University College of Liberal Arts (Philosophy &
Mathematics)
Certificate of Participation (June 2006)
InterActive Leadership, Developing Competencies of Superior Leadership
Burnham Rosen Group, Boston MA
Awards
CRM Magazine 2004 Service Elite Award for Web Self Service
Speaking Engagements
Addressed multiple professional conferences on the delivery of service via
the Internet, integration of web service into call center, and measuring
return on investment. (Conference Sponsors: International Quality &
Productivity Center, The Conference Board, and Purdue University)
Professional Memberships
. ASTD
. eLearning Guild
Software Skills (Windows and Mac OS)
Strong working knowledge:
. Adobe Photoshop, Dreamweaver, Captivate, Acrobat, Connect, Presenter
. Articulate Studio
. MS Word, PowerPoint, Excel
. RightNow Technologies eService
. ePath Online Learning
. WebEx Office
. Lectora Publisher
. Techsmith Camtasia, Jing, SnagIt
. FormAssembly
Professional Memberships
. ASTD
. eLearning Guild
Interests
. Sons Max & Sam
. Tennis, Swimming, Photography, Piano, Cooking
. Reading, Travel, Crossword Puzzles, Twitter
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