Customer Service Training

SHAWN S. SLOCUM, CTS

**** ***** *****, *****, ** 75094-4543

Home: 972-***-**** Mobile: 214-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Dynamic and persuasive TRAINING PROFESSIONAL with proven success in helping employees achieve

peak performance and productivity. Highly relational and innovative motivator known for delivering

solutions that achieve desired business results and exceed internal / external customer expectations.

Areas of Expertise include:

Partnership-building with senior Course facilitation

management & operations experts Project development & management

Performance coaching with deep desire to Technical writing

empower others Superior interpersonal & written

Commitment to excellence communication skills

CAREER HISTORY

FREEMAN – Dallas, TX Jul. 2006 – Feb. 2009

Technical Training Specialist

Developed, managed, and facilitated training programs and initiatives for 82-year-old, $1.3B integrated

face-to-face marketing services provider, primarily for audio-visual division.

Redesigned primary training program for entry-level A/V technicians from theory-heavy classroom-

based course to practical hands-on experience, resulting in increased participant retention and

management satisfaction, and higher average test scores.

Redesigned annual division-wide advanced technical training convention, resulting in increased

attendance by 80% over previous year, increased satisfaction of participants and branch leadership,

and increased performance of participants.

Developed and managed audio-visual division’s first standards and best practices documentation

project, resulting in clarified job procedures and increased efficiencies and accountability across the

enterprise:

Developed initial documentation personally and/or coached subject matter experts (SMEs).

Managed nationwide SME and senior management review team.

Developed and executed field deployment and accountability process with Sr. VP of

Operations.

Project-managed development of custom Code of Ethics e-learning program by a third-party vendor

for participation by all full-time employees in enterprise:

Managed program development and review team, including senior management and C-level

executive officials.

Directed video shoot and editing of C-level executives video clips for inclusion in program.

Researched and developed one-on-one mentoring/on-the-job training guidelines and procedures for

entire enterprise based on industry best practices, resulting in process being adopted by several

training programs since inception.

SHAWN S. SLOCUM, CTS

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NORTHWEST BIBLE CHURCH – Dallas, TX Jul. 2003 – Feb. 2006

Assistant Minister of Worship

Planned and directed weekly worship services for church of 2000 attenders, directed and facilitated

training of volunteer musical groups, provided oversight of staff accompanists, and served as technical

liaison and developer between worship planning and audio-visual teams.

Introduced new training, team development, and evaluation techniques, resulting in an increased

quality of product (performances) and team membership growth of 45% in 2 years.

Clarified strategic vision and refined production techniques for organization, resulting in increased

external customer (attendee) and management satisfaction.

Directed and project-managed 100+ volunteers in 4 large-scale musical productions.

Directed and project-managed 20 volunteers in a choir missions trip to Brazil.

LAKE CENTER BIBLE CHURCH – Portage, MI Jun. 2000 – Jul. 2003

Director of Worship Ministries

Planned and directed weekly worship services for church of 500 attenders, directed and facilitated

training of all volunteer musical groups, and managed audio-visual and IT teams.

Successfully transitioned organization through major strategic vision shift by developing new

programs, training, and personal coaching, resulting in increased weekly service attendance by 25%

and significantly increased internal and external customer satisfaction.

Developed and facilitated specialized worship arts training curriculum, resulting in 50% of

participants continuing on to pursue and enjoy accomplishments in field.

Designed and/or managed various technical and marketing project “firsts,” including auditorium

video projection system, church computer network, church website, and internal/external

marketing communication resources.

Developed and directed new musical programs and teams which continue to this day.

EDUCATION & PROFESSIONAL DEVELOPMENT

MA – Southwestern Baptist Theological Seminary, Fort Worth, TX (3.9 cumulative GPA)

BMus – Cornerstone University, Grand Rapids, MI

Various courses – ASTD Int’l Convention & Exposition (2006, 2007 annual)

“Instructional Techniques for New Instructors” – Langevin Learning Services (2008)

Various courses – InfoComm Int’l (online academy and 2007 annual convention)

COMPUTER & TECHNICAL SKILLS

Microsoft Windows (XP/Vista), PowerPoint, Word, Excel, Outlook, SharePoint; MacOSX

Audio-Visual Experience: Audio – 19 years; Video – 9 years; Lighting – 14 years

PROFESSIONAL CERTIFICATIONS & MEMBERSHIPS

Certified Technology Specialist (CTS) – InfoComm Int’l

Customer Service Certified (CSC) – Int’l Customer Service Association

American Society for Training & Development (ASTD) – National & Local (Dallas, TX) member

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