Customer Service Training

MICHAEL H. LLOYD

*** ***** ***** *******, ** ****6

*************@*********.*** 404-***-**** 678-***-****

PROFESSIONAL SUMMARY

Talented, experienced, and results-driven Director of Learning and Development. Proficient in partnering with

corporate heads and key decision makers to align and prioritize investment in capabilities and development with functional

or organizational strategy and goals. Skilled in all areas of talent management. Excellent research, writing, and

presentation skills. Consistent record of leading staff to meet defined objectives for organizational effectiveness, process

improvement and change/transformation initiatives.

CORE COMPETENCIES

Performance Improvement • Management Consulting • Leadership Development • Managing Organizational Learning

Project Management • Social and Networked Learning • Budget Administration • Competency Models • E-learning and

Web-Based Learning • Process Improvement • Needs Analysis • Organizational Effectiveness • Instructional Design

Coaching and Mentoring • Customer Service

PROFESSIONAL EXPERIENCE

LEICA GEOSYSTEMS, INC., Atlanta, GA (2001 – 2008)

Director of Training and Development

The purpose of this job is to create and deliver a broad array of training, talent and organizational development solutions in support of

business plans. Sixty percent of work was in the Americas and forty percent Europe.

• Consulted with leadership to review company business objectives and crafted training strategies accordingly.

• Devised and implemented the Leica Corporate Management Development Training Program.

• Implemented Learning Management System and SCORM compliant e-learning.

• Coordinated the strategic and tactical efforts in the design, development, implementation and management of programs in

learning and organizational development.

• Formed strong partnerships with managers and subject matter experts to assess performance needs and make strategic

learning and non-learning recommendations to enhance performance.

• Created and applied competency models for selection, leadership development and succession planning.

• Directed change management initiatives including the work of cross-functional implementation teams.

• Led process improvement teams to enhance performance of distribution channels, customer order fulfillment,

customer service and other operational areas.

• Conducted leadership development and management development programs.

AON CONSULTING, INC., Atlanta, GA (1987 – 2000)

Vice President, Consultant

This job helps clients shape training and development functions based on assessed competencies and stated

performance and business requirements.

• Consulted with clients in developing strategic Training and Development plans.

• Analyzed industry benchmarks for design and development process, effort and cost, identifying, assessing and recommending

buy verses build opportunities; explaining common practices on purchase and leasing of training products and services.

• Provided consultation concerning the full learning cycle of course and curriculum design, development,

implementation and evaluation. Assessed learning delivery effectiveness and recommended changes as

warranted.

• Worked closely with senior management teams in M&A integration and assimilation initiatives.

• Instituted performance improvement and organizational change initiatives.

• Planned, coordinated, and managed the assessment of needs and delivery of comprehensive learning and

development programs.

• Assisted clients meet objectives and deadlines through “Rapid Program Design” and “Just-in-Time” delivery.

• Facilitated leadership, management and supervisory training programs with clients, including the Ford Motor

Company, Delta Air Lines, Capital One and AON Risk Management.

• Conducted change management and other O.D. Programs with clients such as CNN and Caterpillar, Inc.

1 P a g e

SMITHKLINE CLINICAL LABS, Atlanta, GA (1980-1986)

Manager, Training and Development

The purpose of this job is to manage all aspects of staff training and development for the Southeastern Region of SKCL.

• Conducted training in a variety of areas, including communication, presentation, sales, customer service, team-

building and conflict resolution.

• Coordinated the Continuing Education program for license and certification renewal.

• Designed, developed and implemented organization-wide employee and management training and development initiatives and

programs that supported SmithKline Clinical Labs’ strategic direction and business objectives.

• Conducted division training needs analyses and prioritized training based on critical business issues.

• Consulted with leadership to identify and assess performance issues and provide training recommendations.

• Assessed needs, designed, developed, evaluated and delivered training and the related visual aids, instructional materials,

tutorials, and reference materials appropriate to specified training objectives.

• Coached supervisors and managers in dealing with employee performance improvement.

EDUCATION

Master of Education, Counseling Psychology, Georgia State University

Bachelor of Arts, Education, Catholic University of America

Certifications

1. LAA: Spanish Fluency Level 9. Wilson Learning: Social Styles 15. NTS: Hogan Potential

2. IMI: Information Mapping 10. Sonoma Learning: Kouzes- Inventory Series

3. TA: Process Communication Posner Leadership Challenge 16. Rath and Strong: Six Sigma

4. CPP: Strong Vocational Inv.® 11. Ken Blanchard: Situational 17. John Kotter: Successful

5. Glenn Parker: Team Player® Leadership Change

and Teamwork 12. Achieve Global: Leadership 18. NTL: Facilitation Skills

6. CPP: Thomas-Kilmann Development, Sales 19. Edward de Bono: Six Thinking

Conflict Mode Instrument (TKI) Effectiveness Hats

7. Harvard Project, Fisher-Ury: 13. Robert Hargrove: Masterful 20. CPP: MBTI®

Negotiation Skills Coaching 21. California Psychological

8. Miller-Heiman: Strategic 14. CPP: FIRO-B® Inventory™ (CPI™)

Selling

PROFESSIONAL AFFILIATIONS

American Society for Training and Development

Society for Human Resources Management

International Society of Performance Improvement

2 P a g e

Contact this candidate