Training Customer Service

*** ******** ****** *****: 908-***-****

Greg B. Jones Plainfield, NJ 07062 E-mail: ********@*****.***

Results-oriented learning and organizational development professional; recognized and rewarded as a results driven, creative and innovative

top performer

Over 15 years proven success in designing, developing and delivering systems and process learning and development solutions for national

and global companies

Over 20 years comprehensive experience in the financial industry as an effective systems trainer and HR trainer on “soft skills” and learning

consultant to firms in various other industries

Technical documentation and training / instructional design creative expert

Strategic and operational expertise in developing & deploying globally consistent Training / HR initiatives

Adept at group facilitation, coaching and partnering with leadership teams, facilitating and leading long-term process improvements

Demonstrated ability to influence people at various organizational levels, skilled at relationship building in multi-cultural environments at the

individual, mid and executive team levels

Participated on task force for study on employee relations / work-life balance / workforce management

Participated on campaign for understanding and enriching corporate diversity experience

Jul 2006-Present Citigroup, Inc. New York, NY

Professional

VP, Senior Information Security Trainer

Experience

Assess and evaluate training needs for core audience of corporate Information Security officers and IS Assessors reviewing

(Full-Time)

Third Party / vendor relationship

Develop and deliver a variety of cost effective technical and non-technical systems and process training programs and

solutions aligned to strategic business initiatives, educating end-user colleagues on information security risks and ways to

mitigate vulnerabilities, and preparing for pandemic and other Continuity of Business risks and crises

Lead global training effort by managing liaison relationships and development programs necessary to promote

effective oversight and maintenance of corporate resources

Manage / provide educational consultation to field in highly matrixed global organization, ensuring consistency with overall

corporate strategy

Impact corporate direction of just-in-time learning and the use of the Internet as a training delivery system using virtual

classroom tool (Microsoft LiveMeeting / Webex); research and promote other eLearning solutions

Develop and deploy self-paced training modules using Macromedia Captivate, and employ use of job aids

Create training presentation decks for use by training team

Create eLearning presentation modules via Captivate

Facilitate in-person training and virtual training sessions via Placeware / Microsoft Live Meeting

Schedule training and/or conferences via Global Learning Management System

Update continually training handbook documentation

Create questionnaires / surveys for evaluation of training via Perception Questionmark

Review and revise subject matter documentation in consultation with Subject-Matter Experts

Learn and transpose (sometimes highly technical) subject matter into modules for core audiences

Participate in project status updates via weekly conference calls

Provide ongoing support of training and development programs as necessary

Jan 2005-Jul 2006 Hewlett-Packard Financial Services Murray Hill, NJ

Business Process Training Manager (Global)

Developed training curriculum and learning solutions, including instructor-led, web-based, virtual classroom, and on-the-job

training to support global business objectives of IT financial services organization to advance effectiveness of human resources

Created “soft skills” role-based content and participated in learning events that highlight and share best practices among

various end-user skills sets

Managed creation of technical documentation and training content development on proprietary systems by spearheading

training team projects for successful delivery of learning for colleagues in operational roles, utilizing project management skills

Provided educational consultation to field in highly matrixed global organization, ensuring consistency with Workforce

Development / Organizational Effectiveness strategies

Led global training effort by managing liaison relationships and development programs necessary to promote effective

processing of lease transactions by Customer Services Group

Developed and delivered a variety of cost effective technical and non-technical training programs and solutions aligned to

strategic business initiatives. Programs include Customer Service, Collections, Sales, and Risk Management

Impacted corporate direction of just-in-time learning and the use of the Internet as a training delivery system using virtual

classroom tool (HP Virtual Classroom similar to Centra/Webex); research and promote other eLearning solutions

Developed and deployed self-paced training modules using Macromedia Captivate, Dreamweaver and HP Framework (web -

based training) software

Provided ongoing support of training and development programs as necessary

May 2004-Aug 2004 Thomson Financial New York, NY

Client Trainer Associate

Delivered and facilitated live and virtual training sessions to client end-user group on stock market data systems

Delivered client development and training initiatives toward training end-user on core products and updates

Partnered with client, management team and peers to effectively track and administer all duties associated with client delivery

Developed courseware material for customer instruction that streamlined workflows and increased productivity

Jan 2001-May 2003 JPMorganChase New York, NY

AVP/Senior Technology Officer-Trainer

Analyzed training needs of end-users in credit risk management area and developed training strategy to address needs,

utilizing flexibility in a multi-task environment

Designed systems and process training for classroom, virtual, and one-on-one sessions to deliver developmental tools “soft

skills”, technology-based, and computer hands-on classes in multiple locations

Created technical systems and training documentation including manuals, instructor guides, and training tools such as job aids

and online help, utilizing knowledge of adult learning principles and analytical and problem -solving skills

Launched new international office (Mumbai, India) training new hires on HR "soft skills" and proprietary technology systems

Delivered training seminars and presentations on proprietary systems locally, regionally, nationally and internationally to users

(individuals and large groups) of applications consisting of mainframe, client server and web applications, requiring extensive

travel, 35-50% at peak times

Composed communications and distributed to user population regarding systems updates and enhancements, prepared and

delivered reports to senior and executive management

Langevin Certified Trainer certificate

Certifications

Huthwaite SPIN Selling Sales Training

Six Sigma Green Belt

American Society of Training & Development (ASTD) member

Budget creation and management

Skills

Statistical and spreadsheet reporting

Participant in Diversity courses and workshops at IBM Corporation, Coopers & Lybrand LLP, JPMorganChase (Diversity

Council member) and NY-Presbyterian Hospital

Survey and evaluation research techniques

Standard academic scholarly research capability

Consultant for many Fortune 500 companies and non-profit organizations such as Kraft, PepsiCo, First Boston, Avon and

NY-Presbyterian Hospital

FCC radio license

Moderate fluency in Spanish (some conversation / reading)

Windows ME, 2000, NT, XPMicrosoft Office suite

PowerPoint Adobe Acrobat

Lotus Notes Lotus Sametime

Dreamweaver Captivate Blackboard

Virtual Classroom Netmeeting

WebEx Microsoft Live Meeting

May, 2005 The Theological School of Drew University Madison, NJ

Education

Doctor of Ministry, summa cum laude

May, 1998 Princeton Theological Seminary Princeton, NJ

Master of Divinity, cum laude

September, 1995 Hunter College / CUNY New York, NY

Bachelor of Arts, departmental honors

Avid reader; travel, creative writing; singing; FCC radio license; music composition; acting; tennis; bicycling; typing=78wpm;

Interests

fluency in Spanish (reading)

Canada, The Caribbean, The Cayman Islands, China, The Continental US, Costa Rica, Greece, Hawaii, India, Malaysia,

Travel

Morocco, Portugal, Singapore, Spain, Switzerland, Taiwan, The UK, U.S. Virgin Islands

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