Training Customer Service

Nicole N. Baptiste

Training Specialist/Human Resource Development Specialist

*****, ***** ****** *****,

Laurel, Maryland

20708

Contact-301-***-**** Cell-240-***-****

E-mail:abmvk6@r.postjobfree.com

_______________________________________________________________________A

dynamic leader with an extensive background in developing, conducting and

supervising training programs for adults and children using blended

learning concepts.

________________________________________________________________________

Core Competencies

. Over ten years experience . Professionally conducts integrated

training needs assessments without supervision, .Exceptional

ability to evaluate, coordinate, design, and deliver a

comprehensive range of training and education programs .

Outstanding teaching and facilitation skills . Aptitude to

determine training objectives . Strong interpersonal and

communication skills and the ability to work effectively with a

wide range of constituencies in a diverse community . Uncommon

skill in preparing instructional aids and plans . Great

organizing and coordinating skills . incomparable ability to

design, develop, implement, and evaluate training plans,

curricula, and methodology.

Experience:

Coalition for the Homeless-(2008-Present)

Program Director/Training Specialist

Direct and manage the services and resources designed to assist homeless

families. Maintain and manage the facility

. Provide trainings for staff.

. Hire and supervise staff.

. Review instructor performance and recommend improvements to program

content and instructor presentation methods

. Develop project schedule and assignments, in conjunction with

management to insure delivery of services and care over 24 hours,

seven days a week.

. Co-ordinates the delivery of specific services outlined in the work

plan which will be provided in the facility to include substance

abuse, counseling, health assessments and care; employment readiness

and placement; educational services, entitlement and benefits

acquisition, housing resources and services; and leisure time

activities.

. Participated in quality assurance activities to identify training

needs, ensure and proactively identify opportunities to improve the

client's experience.

. Work closely with other community based agencies and individuals to

facilitate the involvement of community.

. Responsible for ongoing staff development activities.

. Prepare monthly and quarterly reports required by the District and

Federal Government.

. Responsible for budget management.

Consultant (2005-Present)

Human Resource Development Specialist

. Corporate and staff training

. Curriculum Development

. Training of Administrative, Customer Service and Management Staff

. Orientation and Training of new employees

. Integrated training needs assessments

. Evaluation of effectiveness of training and development programs

and utilization of relevant evaluation data to revise or recommend

changes in instructional objectives and methods

Clients included Fred Pryor Seminars, Prince Georges County Government,

Baltimore City Board of Elections, Transformation Foundation Inc., New York

City Board of Education and The District of Columbia Public schools.

District of Columbia Public Schools - Student Intervention Services Branch

(2001-2005)

Training Specialist/Mediator

. Provided training to staff and students in multiple areas such as

conflict resolution, peer mediation, bully prevention, life skills,

effective communication and other related topics using andragogical and

pedagogical concepts.

. Produced Newsletter for base school.

. Worked on a team to develop training curriculum, presentations, training

binders and other materials for multiple types of training classes.

. Managed training program registration, logistics, scheduling and

production of training material.

. Presented key concepts, lead interactive discussions, facilitated working

groups and responded to questions.

. Provided on-site technical support and training at the assigned based

school.

. Provided staff development to all teachers located at the base school and

modeled practices within the school milieu

. Certified approximately 25 to 35 local schools by conducting site visits,

rubrics, focus groups and observations of the implementation of student

mediation program

Catherine Mc Auley High School - Brooklyn, New York 11225. (1996-2000)

Dean of Discipline

. Promoted to enforce and generate new school rules

. Organized and facilitated Parent Teachers meetings

. Organized Fund raisers and self enhancement workshop

. Represented school in community affairs and increased enrollment

. Facilitated rap groups that empowered students to succeed

. Advised administrators on appropriate rewards and work systems

. Helped faculty understand and /or discipline challenging students

Education:

. MA. Human Resource Development, Bowie State University.

. BS. Psychology Brooklyn College of City University of New York.

Certifications/Trainings and Accomplishments

. Life space crisis intervention (2001)

. Mediation(2001)

. Anger management

. Conflict Resolution(2001)

. Bully Prevention (2005)

. Aggression Replacement (2001)

. Creating inviting workplaces/schools

. Sexual harassment (2003)

. Drug and violence prevention (2003)

. Positive Behavior Facilitation (2003)

. Published author

. Microsoft Office

. Service Excellence

. Certified Fred Pryor Seminar leader

. References available upon request

Contact this candidate