Customer Service Project Manager

Jerome M. Kaminski, CPT

Work AAM WHQ One Dauch Drive Detroit, Michigan 48211-1198 313-***-**** *******@***.***

Home **** ********** ****** ****** ****, MI 48230-1214 313-***-**** *******@*******.***

Masters of Education, Instructional Technology

Education

Wayne State University, December 1989

Bachelor of Science, Occupational Education/Computer Science

Southern Illinois University-Carbondale, 1984, University Honors

Career History

9/01 to present Senior Training Technologist

American Axle & Manufacturing; Detroit, MI.

Team-leader responsible for strategy, implementation and administration of all corporate-wide

training and performance improvement projects. Major project work includes system

administration and implementation of PeopleSoft Enterprise applications including conversion

of international locations: Mexico, Brazil, China, Poland, United Kingdom, India, Germany,

and Thailand. Additional responsibilities include development of e-learning strategy, LMS

selection/implementation, and TS16949 audit functions. Key developer for worldwide

performance management and competency development systems. Responsible for

management and development of Associate Qualification System, lean systems courses,

leadership curriculums, engineering curriculum, high potential program and executive

education. Also responsible for development of corporate recruiting processes including

electronic selection and testing. Project leaders for core competency development, worldwide

ethics and compliance curriculum, and Select International application testing and online hire

process. Manage international translation efforts (nine languages), one direct report and all

outside vendors/contractors.

8/90 to 12/03 Adjunct Faculty/Consultant

Macomb Community College; Continuing Education Program

Oakland Community College; Business Institute

Wayne County Community College District, Continuing Education

Classroom and on-line instructor for Continuing Education Management Programs.

Responsible for delivery of classes in the areas of Customer Service Excellence, Human

Resources, Project Management, Total Quality Management, Business Process Improvement,

Team Building, Strategic Planning, Performance Management, Instructional Systems Design,

Training Development, and Organizational Effectiveness. Consultant/contractor to college

clients in design, development, and evaluation of human resources, business improvement and

training programs.

2/01 to 09/01 Project Manager, RPSS e- Learning Systems

Payless ShoeSource, Retail Performance Support and Development Division; Topeka, KS.

Project manager of worldwide e-learning for entire 5000 store chain. Responsible for training,

human performance improvement, documentation, communications, organizational

development/effectiveness and change management to worldwide organization. Major

responsibilities included development and execution of corporate projects including Retail

Performance Support System (CBT, EPSS and e-Learning), and development of 12 course

customer service curriculum for store associates

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Jerome M. Kaminski, CPT, continued

1/00 to 2/01 Senior Performance Consultant

Triad Performance Technologies, Inc. Farmington Hills, MI

Senior project consultant for instructional and performance-related projects for Fortune 25

companies. Responsibilities include developing proposals, managing project schedules and

budgets, outside consultants and contractors, and development of project deliverables in the

areas of e-learning and human performance improvement across a variety of content areas and

industry groups. Internal consultant to all project teams in the area of curriculum

development and instructional systems design. Managed 10 internal project team members

and up to 25 external contractors depending on project scope. Project work included:

Managed the development of McDonald’s Worldwide E-Learning Strategy including

customer service deployment strategies.

Designed and developed e-Learning learning portal for Kelly Services Corporation

Developed training strategy for Kmart Corporation’s corporate portal rollout and New

Employee Orientation web-based training program

Developed the Dow Chemical Corporation New Employee Orientation “Roadmap to

Dow” (CD-ROM) and training website.

Managed and developed Dow Chemical Corporation Hoshin Planning Process and Six

Sigma Green Belt programs.

Managed and developed employee self-service career development program for

General Motors.

5/95 to 12/99 Chief Learning Officer/Director of Staff Development

Wayne County; Department of Personnel/Human Resources/Staff Development Division

Responsible for all training and staff development programs affecting 7000 County employees

in 600 distinct job classifications represented by 17 unions. Additional program

responsibilities include performance management, tuition reimbursement, career

development, strategic planning, recruiting, and employee assistance programs. Additional

work responsibilities include oversight of technology-related projects including web-based

training, and ongoing customer service training to all county departments. Responsible for

budget development/implementation, vendor RFQ/RFP/selection process, contract

negotiations, collective bargaining agreement negotiations, and manager of ten direct reports.

12/90 to 2/95 Director of Merchandise Organizational Effectiveness, Process Re-Engineering, and

Training

Kmart Corporation; Merchandising - Financial Planning and Analysis Group; Troy, MI

Performed role of strategic business partner and internal consultant for executive level

management projects reporting directly to executive staff and board of directors. Responsible

for coordination of all human resources, technology, and continuous process improvement

projects, performance management and organizational effectiveness strategies. Analyzed,

designed, developed, and administered detailed human performance improvement solutions,

with accompanying cost-benefit and return-on-investment studies for entire Hardlines Sales

Division including category management analysis ($28 billion annual sales).

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7/85 to 12/90 Educational Design Specialist

Electronic Data Systems, Inc.; Technical Development Division; Southfield, MI

Responsible for all aspects of training material design, development, implementation, and

evaluation within Technical Development Division for information services, systems

integration, telecommunications, and automotive-related (General Motors) training.

Performed duties as project manager and lead instructional technologist for corporate-wide

technical training programs. Extensive work with systematic training methodologies, distance

and e-learning programs, program evaluation, and advanced technology-related development

projects. Developed original concept of “intuitive screen design” for systems, leading to

creation of electronic performance support systems to support the notion of systems “without

training”. Co-author of EDS Instructional Systems Life Cycle (ISLC).

7/76 to 7/85 Senior Program Development Director

United States Navy; Fleet Combat Training Center - Atlantic Fleet; Virginia Beach, VA.

Master Training Specialist (US Navy designation) for operation and maintenance courses

involving three separate mainframe computer systems, system analysis/programming, and

associated peripherals. Duties included administration of 35 staff and 3500 students annually.

Organizational effectiveness • e-Learning development/delivery

Extensive

knowledge and HRIS & Systems Development • Instructional Systems Development

experience in: Total Quality Management (TQM) • Project and program management

RFP/RFQ development • Vendor and Contract Negotiations

Recruitment and staffing • Human performance technology

Business Planning and Development • Performance management systems

Reengineering/Process Improvement • Organizational/Management development

Strategic Planning • ROI and organizational assessment

Evaluation and psychometrics • Lean Manufacturing

Managing technology projects • Systems and product life cycles

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Jerome M. Kaminski, CPT, continued

Training Certificate, 2/07

Training

American Society for Training and Development (ASTD)

Situational Leadership, 7/02

Ken Blanchard Companies, Inc.

PeopleSoft 8.13 HRIS System Administration, 1/02

PeopleSoft Corporation Inc.

On-line Facilitator, 6/99

Socrates Distance Learning Technology Group/EDMC Online Inc.

Keys to Customer Service Excellence, 5/98

The Disney Institute.

Instructional Module Design, 11/92

Criterion Referenced Instruction, 5/92

Mager & Associates/Center for Effective Performance Inc.

Process Management, 1/92

Rummler-Brache Group

Developing Electronic Performance Support Systems, 4/91

Barry Raybould and Associates (Ariel PSS Inc.)

Developing Procedures, Policies, and Documentation, 12/90

Information Mapping, Inc.

Managing Organizational Change, 2/89

Organizational Development Resources, Inc.

Training Managers Workshop 10/86

Instructional Systems Design Workshop 12/86

Front End Analysis for Soft Skills Training Workshop 11/86 and 1/91

Job Aid Design Workshop, 11/86 and 1/91

Harless Performance Guild, Inc.

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Brandon Hall Excellence in Learning Awards Judge 2006 - 2009

Professional

Michigan Business Leadership Network (past board chairperson)

Organizations

Detroit Workforce Development Board (WDB) (current board member)

Detroit Chamber of Commerce Manufacturing Regional Skills Alliance (RSA) (Board

chairperson)

Detroit WDB Youth Advisory Council (past board member)

Detroit WDB Youth Overcoming Challenges (DYOC) (past board member)

Macomb County College Speakers Bureau (current presenter)

American Society for Employers Advisory Board (past board member)

Wayne County Community College District Curriculum Advisory Board (past board

member)

Golightly Career and Technical Academy COMPUTEC Board (past board member)

Grosse Pointe Public School District K-5 Technology Advisory Board (past board

member)

Distance Education and Training Network (DETN)

Director 1993-1994

President 1992-1993

Vice President-Communications 1991-1992

International Society for Performance Improvement (ISPI)

Track Chair 1992-1994

Conference Committee 1993-1997

Conference Session Presenter; Concurrent 1990-2000; Orientation 1995-1997

Conference Workshop Presenter; 1994 & 1999

International Director 2001-2004

ISPI - Michigan Chapter

Newsletter Editor 1993-1994

Business Liaison Director 1994-1996

American Society for Training & Development - Greater Detroit Chapter

President 2006-08

2006 ISPI Certified Performance Technologist (CPT) re-certification

Awards

2003 ISPI Certified Performance Technologist (CPT) certification

1998 Wayne County Outstanding Team Award

1996 Government Administrators Association - Member of the Year

1996 Lakewood Publishing Training Director’s Newsletter - Outstanding Performance

Award; Doing More with Less Category

1994 Rotary International Group Study Exchange Team Member

1993 NSPI Outstanding Performance Aid Award for The Pharmacy System Performance

Guide - A Distance Solution

1991-1992 MSIT Premier Status Award for The Pharmacy System Performance Guide - A

Distance Solution

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