Customer Service Training
Resume:
TAMMY CAPONE-CUMMINGS, PHR
*** ******* ***** 716-***-****
Grand Island, New York 14072 abnq37@r.postjobfree.com
PROFESSIONAL SUMMARY
Training/Development Manager & Six Sigma Green Belt with 9 years of progressive experience in
program coordination, instructional design and training coordination. Extensive experience in HR
disciplines, metrics, technology, outsourcing in the labor relations field, as well as effective labor
relations practices.
Industry Experience:
Manufacturing, Medical Equipment, Automotive, Health Care
Human Resource Expertise:
• Contract Negotiations (UAW) • HR Benefits - ADP • Succession Planning
• Performance Management • Process Improvement • Career Development
• Recruiting/Staffing • TWO’s Timekeeping System • PeopleSoft
Certifications:
PHR, Six Sigma Green Belt, QS 9001 Internal Auditor, Train-the-Trainer
PROFESSIONAL EXPERIENCE
MERITAIN HEALTH, Amherst, New York 2007 - 2009
Corporate Trainer
Managed and delivered all non-operations related training for an organization of 1500 employees
across the US. Created presentations, related materials and managed training resources to support the
developmental needs. Analyzed current training vs. requirements and developed roadmap to close
gap. Evaluated all training to identify necessary enhancements and work with providers to update
content. Delivered training via webinars, online learning and conference calls to reduce training costs
and support corporate-wide education. Supported all roles within the Human Resource arena.
Created and facilitated Corporate Training Focus Group for all locations to communicate training
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needs. Focus group conducted onsite and webinar to discuss and resolve issues.
Launched online learning program through Learn.com to efficiently support all Meritain Health
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training needs across all locations.
Managed Job Analysis Project creating 100 job descriptions to support Career Development Program.
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Trained 1350 employees in Diversity Awareness across the organization.
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Participated on taskforce that supported the upgrade of Microsoft 2007 applications and training
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requirements.
Effectively rolled out monthly Training Metrics and Measurements Report to management
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determining effectiveness of each course/workshop.
SENECA NIAGARA CASINO & HOTEL, Niagara Falls, New York 2006 - 2007
Training Coordinator
Directed new hire, customer service and state-required training for 6500 employees at three company
locations. Formulated and implemented management curriculum/programs designed to develop new
supervisory and front-line staff. Maintained training database. Implemented needs analysis focusing on
employee skills to ascertain areas of potential improvement and training opportunities. Designed and
produced training materials and programs for all departments, coordinated career development
systems, and taught supervisors to conduct career discussions with staff.
Created 4 Star Employee Recognition Program.
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Developed standardized reports in Infinium (AS400) to quantify recipients and ensure recognition
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to top producers of 4 Star Employee Recognition Program.
Tammy Capone-Cummings, PHR Page 2
PROFESSIONAL EXPERIENCE (CONTINUED)
MSX INTERNATIONAL (FORD MOTOR COMPANY), Buffalo, New York 2000 - 2006
Training and Development Manager
Oversaw implementation of state, Federal and Ford Motor Company mandated training for automobile
stamping plant with 1500 employees. Secured funding, identified training providers, and conducted
needs analysis to ascertain areas of training concentration. Maintained training records in Pathlore
Learning Management System database. Developed strong relationships with political parties to acquire
funding to support training programs. Ensured compliance with UAW contract requirements and
negotiated with UAW officials regarding non-conformance issues. Ran monthly Training Steering
Committee meetings and presented training evaluations and resulting effects on costs/profits to senior
management. Actively participated in organizational design, compensation and policy deployment.
Succeeded in implementing major training program by effectively negotiating with local facility to
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receive benefits from Ford Community Services Involvement Program.
Secured funding from multiple sources to support training program implementation; secured
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Rapid Response/Layoff Aversion Grant of $250,000 through New York State to support wages of
employee's in training, and HAB (Hazardous Abatement Board) grant of $35,000 for safety training.
Coordinated, acquired funding and attained resources in development of multipurpose training
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center (36'x96' building) within Ford Buffalo Stamping Plant; benchmarked other training facilities,
and worked with facility engineering and outside contractors to complete two-year project.
LIFE TECHNOLOGIES, INC., Grand Island, New York 1998 - 2000
Customer Service Training Coordinator
Assisted in supervising operations of call center with over 50 customer service representatives. Handled
employee management and training, scheduling human resources and covering call volume needs.
Directed employee recruitment and retention within Customer Service Department. Performed personnel
reviews and aided in Performance Management Process for 12 customer service representatives.
Received Customer Service Leadership Award for exemplary performance.
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GRAPHIC CONTROLS CORP., Buffalo, NY/Tustin, CA 1989 - 1998
Senior International Trade Representative
Managed Middle East, United Kingdom and Africa international trade orders and shipping requirements,
with additional responsibility for preparing documentation regarding export and international import
requirements. Processed letters of credit and bank drafts for payment options from other countries.
EDUCATION
UNIVERSITY OF PHOENIX CANISIUS COLLEGE
MBA Bachelor of Science
TRAINING/DEVELOPMENT
International Trade Documentation Six Sigma Green Belt Certification HR Benefits (ADP)
UAW Contract Negotiations Certified 9001 Internal Auditor Train the Trainer
Employee Progress and Evaluation Organizational Development Certified TIPS Trainer
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