Sales Customer Service
Resume:
JIM WILLIAMS
VP/Director of Learning
West Chester, PA 19380
email: ***@************************.*** website:
www.JimWilliamsLearningPaths.com
SUMMARY
Leader of education and learning functions at global Fortune 500 companies
with proven success in: program design and implementation, leadership
development, training, sales force effectiveness, talent management,
organizational development, shared services and outsourcing. Known for
strategy development, hands on implementation, and for focus on results.
Examples of accomplishments include:
. Increased leadership bench strength by over 40% at CertainTeed
Corporation by partnering with the CEO and leadership team to coach
future general managers
. Drove improvement in time to proficiency by over 30% in sales and
operations at CertainTeed
. Accelerated ramp up of thousands of employees in hundreds of jobs
functions at GE while on international assignment as CLO for GE
India, expanding services in Eastern Europe & China.
. Co-authored the highly acclaimed book, "Learning Paths" (Pfeiffer and
ASTD, 2004).
. Created award winning sales training at GE Capital.
. Pioneered the use of distance learning for technical vitality of
engineers and scientists at IBM while holding leadership roles in
quality improvement, and leadership development.
EXPERIENCE
SAINT-GOBAIN CORPORATION, Valley Forge, PA 2005-2009
Director, Learning and Development
Senior Learning Leader for CertainTeed Corp. $3B, 6K employees, building
products manufacturing conglomerate (roofing, siding, insulation, wall
board, etc.), division of Saint-Gobain Corp, Paris, France.
< Increased leadership bench strength with methods that improved time to
readiness of senior manager successors by 10%, while increasing the
successor pool by 43% and internal hires by 32%
< Co-authored case profile article about CertainTeed, "Executive-Led HIPO
Development Planning" published by the research firm, The Corporate
Executive Board - Corporate Leadership Council.
< Developed improved selling tools including: Customer Scorecards for sales
people to develop better customer relationships and Playbooks for sales
managers to become better coaches.
< Created Learning Paths to show employees how to reach performance levels
at least 30% faster with emphasis on key jobs including: sales,
marketing, customer service, manufacturing and HR
< Launched e-learning across the company in '06 and reduced contract cost
by 44% in '08.
LEARNING PATH CONSULTANTS, INC., Philadelphia, PA and Minneapolis, MN
2003-2005
President
Launched consulting practice based on Learning Path principles and methods
while writing the book "Learning Paths: Increasing Profits by Reducing the
Time It Takes Employees to Get Up-to-Speed" by Williams and Rosenbaum,
(Pfeiffer and ASTD, 2004). As Organizational Development and Training
Consultant, worked with companies to increase profits, manage costs and
reduce risks through innovative training and change management strategies.
ARGENT MORTGAGE COMPANY, LLC, Irvine, CA 2004 - 2005
Vice President, Education
Built and managed enterprise-wide infrastructure to support learning
initiatives at this rapidly growing, privately held mortgage company.
Applied Learning Path methods to reduce time to proficiency.
GENERAL ELECTRIC 1996-2003
GE Capital International Services, New Delhi, India
Chief Learning Officer 2001 - 2003
Focused learning function on how people become independently productive and
then highly proficient on their job. Implemented Learning Path methodology
and measured results in terms of time to proficiency.
< Developed and implemented Learning Path methodology for over 600
different job functions and reduced time to proficiency for 15,000
employees by an average of 30% in less than 4 months.
JIM WILLIAMS
Page Two
GENERAL ELECTRIC (continued)
< Used Six Sigma to design experiments that proved Learning Path methods
accelerated learning and reduced time to proficiency by 25% in
Collections function.
< Accelerated business process outsourcing of jobs to India and Eastern
Europe by implementing Learning Path methodology. Created the Transition
Toolkit.
< Managed Learning Services function in India with 230 employees.
< Established Learning Services function for European startup in Budapest,
Hungary. Recruited and trained the Learning Leader and team members.
< Established learning strategy, SOPs and soft skills curriculum within 3
months.
< Reduced training head count by 20% in India by year end '02 by using
capacity planning linked to improved Learning Paths.
< Increased digitized training, which eliminated workload of 4 full time
trainers and improved efficiencies.
< Developed learning services framework with methods for needs analysis and
metrics for cost control.
< Delivered training to 15,000 associates and leaders in India.
GE Financial Assurance, GEFA, Philadelphia, PA
Director, Sales Effectiveness 2000 - 2001
< Designed corporate-wide sales curriculum with small team of experts and
sales leaders that introduced technology, eliminated redundant programs,
and added simulations across all GE businesses.
< Designed customer training for insurance businesses using Six Sigma to
validate needs, analyze risks and assess market potential. Provided link
between the customers' employees and GE's financial services.
< Coached executives, and helped them mentor high potential women and
minority employees.
< Certified as a GE Six Sigma Green Belt, 2001.
GE Capital, Transport International Pool, (TIP), Philadelphia, PA
HR Manager - Training and Organization Development 1996 - 2000
< Won, GE Capital's top award, for creating Consultative Sales Training,
resulting in 50% more sales. Brought sales training to UK in '99 and
translated into Spanish, French and German in '00.
< Developed Competency Models for crucial sales skills.
< Implemented blended classroom training with web-based self-study and
structured coaching by sales managers resulting in more consistent
training and more productive sales staff.
< Certified by GE's Advanced Leadership and Facilitation Network to provide
internal consulting, executive coaching, and facilitation.
< Created Quick Start, Learning Paths for field sales and operations
reducing start up time by as much as 30%.
< Produced training videos and books for New Employee Orientation in
briefcase kit, which was local and just in time.
< Designed start-up training for new customer service center. Condensed 6
months of on-the-job training into 6 weeks.
< Implemented Discovery Learning program in which most proficient students
helped build the next level of training.
< Developed Incoming Sales Call Training.
< Produced Management Skills for Leaders for new branch managers, bringing
GE management practices to remote locations.
< Designed Call Coaching, Coaching Skills and Train-the-Trainer.
JIM WILLIAMS
Page Three
IBM 1979 - 1996
IBM/Loral Corp, Owego, NY
(Loral acquired IBM Defense Division in 1994 and later merged with Lockheed
Martin)
Advisory, Education Requirements Planner 1994 - 1996
< Reduced cycle time from design to delivery of new products by training
cross-discipline teams of managers and technical professionals in
concurrent engineering methods.
< Developed training systems and procedures that were in compliance with
standards set by the Malcolm Baldrige Quality Award, ISO 9000 and the
Department of Defense Software Capability Evaluation.
IBM Federal Sector Division, Owego, NY
Manager of Education 1984 - 1994
Managed multi-million dollar budget to provide continuing education for
over 3,000 IBM managers, engineers and programmers. Led staff of 20
planners, internal consultants, instructors and course developers using
Instructional Systems Design methods. Designed and instructed courses on
Team Building, Problem Solving, Career Planning, and Learning Theory.
< Produced training programs that developed core competencies and key
skills needed for manufacturing, software development and engineering.
< Developed on-line Learning Management System and on-line planning tools
including skills inventory, curriculums and catalogs to deliver and track
training programs.
< Inventoried skill base and produced training which filled gaps between
existing skills and business needs.
< Delivered affordable training using alternative delivery, video and
computer-aided instruction, self-study and flextime. Helped IBM experts
become instructors who met specialized needs.
< Pioneered use of distance learning for technical vitality for engineers
and scientists.
< Directed Learning Center with multi-media and distance learning
technology for college credit.
Other positions held at IBM
Quality Improvement Administrator 1983 - 1984
Senior Education Specialist 1981 - 1983
Recruiting Specialist 1980 - 1981
Education Specialist 1979 - 1980
EDUCATION
Master of Science, Counseling, State University of New York, Oneonta, NY,
1975 - 1976
Bachelor of Science, Psychology/Sociology, State University of New York,
Brockport NY, 1971 - 1975
Magna Cum Laude
CONTINUING EDUCATION
GE Financial Assurance, Know Your Business, 2000; GE Finance for
Non-Financial Professionals, 1999; GE Advanced Leadership and
Facilitation, 1998; GE Six Sigma Quality, 1996 - 2001; Certified
as Six Sigma Green Belt, 2001; GE Change Acceleration Process
(CAP), 1997; IBM Management Schools, 1984 - 1994; Juran Institute,
Quality, 1983; Crosby Quality College, 1982
ASSOCIATIONS
American Society of Training and Development, ASTD
President ASTD Chapter, 1989
Society for Human Resource Management
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