Customer Service Training
Resume:
Vincent Santilli
RESUME
*********@*******.*** Key Skills, Strengths, & Competencies
Instructional Design & Development / Organizational Learning
Dedham MA, 02026
/ Training / Group Facilitation / Needs Assessment / Team
Home: 781-***-****
Building / Experiential Education / Performance Management
Mobile: 781-***-****
and Feedback / Train-the-Trainer / Coaching / Diversity
Consulting / Mentoring / Performance Consulting/ Adult
Learning Theory/ 360 Feedback Tool Development/ Career
Coaching and Mentoring / Front-Page / Advanced Power
Point
Professional Experience
Boston Scientific, Marlborough, MA 01752 11/2006-11/2008
A world-wide developer, manufacturer and marketer of medical devices
Senior Training and Development Specialist (Clinical Sciences)
Consults, designs, delivers and evaluates learning and development programs within Boston
Scientific Clinical Sciences Organization. Ensures effective implementation of learning and
development programs with a focus on blended solutions (e-learning, web-X and certifications)
focused on meeting FDA regulatory requirements.
• Manage training initiatives for internal customers including design, development, and
implementation of training programs in order to meet compliance requirements.
• Work with third party vendors in order to meet specific organizational goals.
• Design and manage Right Start Orientation program resulting in an efficient and
comprehensive approach to on-boarding new hires.
• Manage the administration of learning programs for employees via Learning
Management System.
• Partner with subject matter experts in order to design and deliver training programs such
as Informed Consent, Safety Training, Medical Monitoring and Clinical Trial Reporting.
• Consult with vice-presidents, directors, and managers to review learning needs of
employees and create specific curricula to meet the demands of regulatory authorities.
• Collaborate with Learning and Development colleagues to streamline processes to more
effectively service internal customers.
• Deliver training programs to internal customers on “Preparing to Be a Mentor” and Train-
the-Trainer programs.
• Work with SMEs to create/revise Standard Operating Procedures and Work Instructions
pertaining to the clinical trial process.
• Consulted with department managers to on-board new hires specific to their function and
role.
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Vincent Santilli
RESUME
Novations, Boston, MA 02135 5/200*-******
A consulting firm servicing Fortune 100 & 500 organizations in the areas of leadership
development, customer service, and coaching
Training/Curriculum & Design Consultant
• Designed customized training programs using the ADDIE process.
• Continuously improved training products in order to meet specific client’s needs or
address a more general need in the marketplace.
• Consulted to corporate executives in choosing the most appropriate and practical
learning methods to help drive their training initiatives.
• Designed and develop performance support solutions such as coaching, succession
planning, and mentoring programs.
• Coached curriculum and design professionals to interface effectively with clients using a
consultative sales approach.
• Managed design projects as required, including setting up project teams, projecting and
tracking instructional design related costs, partnering with client teams, and monitoring
progress.
• Project managed large-scale training interventions of up to 2,000 participants. Clients
include: Abbott Laboratories, Wal-Mart Stores Inc., and Pfizer Pharmaceuticals.
• Partnered with Client Service Sales Directors to contribute to the development and
presentation of sales/marketing proposals and on-going client support.
New Frontiers Consulting, Dedham, MA 02026 6/1995-4/2000
Consultant/Owner
Provided consulting and training design services to organizations undergoing organizational
change. Long-term engagements include South Shore Hospital and Boston College.
• Designed, developed, and facilitated training programs for organizations such as MIT,
Marriott Hotels, Beth Israel Hospital, Massachusetts Water Resources Authority, Shipley
Company, and Harvard University.
• Developed marketing tools and strategies in order to reach out to prospective clients
using a consultative sales approach.
• Consulted to senior leaders on a large-scale re-engineering initiative titled: Project Delta.
As a result of working with cross-functional teams and key leaders within student
services, Boston College was able to provide seamless one-stop services to faculty,
students, and alumni creating a more customer focused delivery system.
• Organized and implemented comprehensive competency needs assessment that
resulted in using core competencies as the basis for designing a training curriculum,
selection, succession planning, and performance management.
• Facilitated cross-functional teams who were charged with re-designing work processes
that led to greater efficiencies in patient registration, facility maintenance, and discharge
planning. As a result of this work, the hospital migrated toward a centralized scheduling
system/department, receiving a capital and operating budget of one million dollars.
Patient satisfaction surveys increased by 22% as a result of this effort.
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Vincent Santilli
RESUME
Brigham & Women’s Hospital, Boston, MA 02115 4/1990-5/1995
Senior Training and Development Consultant
Assessed, designed and/or brokered training solutions for both medical and professional staff.
• Conducted assessments, designed, and delivered leadership programs in high volume
training organization serving 9,000 employees.
• Led a team to conduct an organization-wide needs assessment for mid to upper level
managers which resulted in a comprehensive competency model.
• Designed customer service programs for both front line staff and managers in order to
align both skill and process improvements in the delivery of service.
• Initiated and directed the development of an in-house marketing publication delineating
all training program offerings and special events. The new publication was visually more
appealing and the process to produce the publication saved the department $80,000
annually.
• Managed a $250,000 training budget used to hire external consultants, vendors, and
guest speakers as required.
• Consulted with department managers in order to assess gaps in employee performance
and offering solutions.
• Supervised a staff of three who were responsible for logistical arrangements of all training
programs, participant tracking/attendance, trainer scheduling, and special reports.
• Led a design team of five human resource professionals to develop a series of
workshops and change management interventions for staff who were impacted by the
merger with Mass General Hospital.
Education
University of Kansas, Lawrence, KS
Master of Science Counseling Psychology
University of Massachusetts, Amherst, MA
Bachelor of Science Psychology
Professional Affiliations/Certifications/other
• American Society for Training and Development
• International Society for Performance and Improvement
• Certification in DDI (Development Dimensions International) Training Products
• Taught leadership courses in Higher Education - Boston College, MIT, Wheaton College,
Bates College and Salve Regina University
• College Administrator, Director Student Life. Taught Psychology courses for Adult
Education Center.
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