Customer Service Project Manager

DENISE SIERRA

Bilingual Banking Professional Seeking Career Opportunity

Address: ***** ****** *****, ******** *******, MI 48314

Phone: Home- 586-***-****, Cell- 586-***-****, Email: ********@*******.***

CAREER SUMMARY

A highly creative, goal -oriented, bilingual banking professional with over 27 years of experience in positions of increasing

duties and responsibilities. Experience in Instructional Design, consultation, facilitation and instructor led training.

Continually rewarded for the ability to quickly learn training subject matter and meet aggressive timelines. Strong work

ethic combined with a commitment to excellence in all projects undertaken.

PROFESSIONAL EXPERIENCE

Comerica Inc., - Auburn Hills, Michigan. 2007 - 2009

First Level Officer, Training Consultant, Training Resources

Provided consulting services to assigned Service Company business units.

Partnered with clients and other consultants in needs and competency gap analysis.

Designed and facilitated cost effective training solutions that addressed clients identified needs.

Acted as the single point of contact for training support for internal and external clients.

Dedicated significant time to performing needs analysis, proposing programs and training solution s

with possible support materials.

Assisted in the creation of Statement of Work for external training solutions as necessary.

Planned, analyzed, managed and maintained my client’s allocation budget assigned to them.

Negotiated cost effective proposals and solutions on my clients’ behalf.

Specific management ski lls utilized include, but were not limited to, experience with presentations,

program facilitations, needs analysis, data analysis and inter net usage.

Comerica Inc., - Auburn Hills, Michigan 2001 - 2007

Training Project Manager/Technical Professional

Manage Projects:

Managed numerous technical training projects concurrently and direct ed the work of others to

accomplish the project objectives.

Negotiated deliverables, resources, and target dates with clients.

Participated in determining project priorities and timeframes with unit manager.

Held project team meetings and communicated status to unit manager.

Ensured project deliverables were met.

Evaluated team performance, critiqued projects and made recommendations.

Preformed needs analysis and instructional design using ADDIE Model.

Designed evaluations.

Provided internal consulting services to my clients to identify traini ng issues and offer training

intervention alternatives.

Provided group facilitation and “Train the Trainer” sessions to business units.

Comerica Inc., - Auburn Hills, Michigan 1995 - 2001

Telemarketing Training Assistant

Stayed current on product updates, system enhancements for new and existing training programs

and phone changes in order to keep staff aware of departmental and procedural changes as needed.

Ensured updated, quality and timely materials were provided for training.

Identified impact of procedural changes and system enhancements for new and existing training

programs.

Provided both positive and constructive feedback on a timely basis based on role plays and training

observations.

Assisted in identifying training needs for representatives. (ADDIE Model)

Assisted in the facilitation of all sales courses and Exceeding Customer Expectations Training.

Assisted in the completion of updates to the “new hire” training materials.

Developed and facilitated Sales Process Workshops to the Customer Service Representatives.

Comerica Inc., - Livonia, Michigan 1990 - 1995

Services Support Supervisor

Managed/supervised the Services Support staff and maintained a supportive team culture.

Coordinated plans and activities of the staff.

Assisted staff in the development of their own performance plans.

Monitored progress of standards and objectives, provided feedback and coaching, identified

development areas and recommended action plans.

Managed team relationships and motivated staff.

Comerica Inc.,

1986 – 1990

Customer Service Supervisor

Supervised 30 – 40 Customer Service call center staff members and maintained a supportive team

culture.

Coordinated plans and activities on a daily basis for the staff.

Assisted staff in the development of their own performance plans.

Provided both constructive feedback and corrective action feedback on an as needed basis.

Reviewed and reported the results of the Automated Call Distribution Reports to upper

Management daily, weekly and monthly.

Monitored the representatives via random phone monitoring.

1982 – 1986

Previous Positions held at Comerica

Proof Operator

Inquiries Clerk I

Senior Inquiries Clerk

PROFESSIONAL DEVELOPMENT

1981 – 1982

Macomb Community College- Macomb, MI

General Business

Certification:

Langevin Learning Services - Instructional Designer/Developer 2003

Instructional Design for New Designers

Training Needs Analysis

Advanced Instructional Design

W riting Skills for Trainers

Consulting Skills for Trainers

Masters of Diversity Silver Level Certificate: 2008

To earn your certificate of completion for each level, you must complete a

specific number of Elective and Requirement options based on your company rank.

Mastered Compliance Requirements: 2008

Code of Business Conduct

Anti-Money Laundering

W orkplace Harassment/Discrimination

Privacy

RELEVANT SKILLS

Language: Spanish – Proficient in speaking, writing and reading.

Computer:

Microsoft Office Suite 2007 (Word, Excel, Visio, PowerPoint, Publisher)

Lotus Notes

InterCall

Hogan Mainframe

ChangePoint Application

Some knowledge with WEB based training using Adobe Captivate and Presenter

REFERENCES

References will be furnished upon request.

Contact this candidate