Customer Service Training
Resume:
Ingrid Wallace
Master Trainer, Facilitator/ Executive Coach, Strategist
www.ingridwallacepresents.com
Professional Seasoned and lauded corporate coach and trainer in the areas
Profile of Performance Management, Leadership Development, Ethical
Leadership, Customer Service, Diversity/Inclusion and
teambuilding. Expertise includes designing programs and
coaching in the areas of Executive Leadership and Employee
Development. Strong Strategist and Leadership Coach at the
"C" Suite level. Specialty provides an organization with
relational skills that elevate the level of communication and
engagement between individuals and within teams. Well known
key-note speaker.
Areas of Expertise Diversity/Inclusion Training International Consulting
Course Development New Hire Orientation Design
Crisis Communications Needs Assessment
Internal Relations Coaching Techniques
Problem Solving-Critical Executive Strategies
Thinking Harassment Training Design &
Organizational Development Delivery
Performance Trained 10,000 Enterprise Rent-a-Car managers in Leadership,
Highlights Diversity and Inclusion, and Performance Management over a
period of 16 years, many of whom ascended to the executive
and "C Suite" ranks of the $15 billion dollar corporation
Leadership training enabled a CNA new internal consulting
team to increase their revenue from $0 to $50,000 in a month
and grow that performance, monthly.
Employee performance training resulted in MetLife-Western
States Group experiencing a 17% drop in its turnover rate in
a year, which translated into significant savings and
increased profit
The Gateway Foundation saved $1 million in a year due to
enhanced employee performance in Finance Division.
Engagement Executive Coach (C Suite) BPI Group, Chicago
History 2011 - present
President, Partner, Green Door Communications
2006 - present
Leadership, Diversity/Inclusion Training and Coaching
Consultancy
Ingrid Wallace Presents
1989 - present
Leadership and Development Training Consultant
Diversity Clients Include
Stroger Hospital of Cook County- Department of Surgery
2000-2009
McDonald's Corporation, Department of Diversity
2001-2010
(Leadership Training, Diversity and Inclusion)
The Gateway Foundation
Northeastern Illinois University
Chrysler Corporation
Mintel, US (Executive Coaching, worked with CEO of the
Americas)
Village of Glencoe Department of Public Safety
(Executive Coaching-Chief of Police, Village Manager, Mayor)
Other Clients Include:
The Walt Disney Company -Management Training over 5
Divisions
University of Wisconsin
School of Medicine (Leadership Classes)
School of Business (Visiting Instructor)
Office of Small Business and Women Entrepreneurs (Keynotes)
OCHAMPUS - Health Care for US Civilians in the Military
MEPCOM Military Entrance Processing Command
Minority Dealership Development
Ford Motor Company
Chrysler
General Motors
Develop management curricula for minority dealership
candidates and financial executives to successfully manage
dealership functions in multicultural environment.
Facilitated Association and individual dealerships' mission
statement development. Assist in candidate screening and
interview development.
American Red Cross (Customer service program for Chicago
area)
Maritz Performance Improvement Corporation (Consultant)
1989-present
1989-present
Long-term Assignments:
Enterprise Rent-A-Car
1991-2006
Master Trainer, Executive Coach
Responsible for delivery of executive and manager training
with additional assignments in design and coaching. Areas of
training included customer service, sales, negotiation,
conflict resolution, diversity, and performance improvement
throughout the United States, Germany, the UK and Canada.
Master train-the-trainer facilitator in Germany and the UK.
1998-2005
Kraft Foods, Kraft/Nabisco
1999-2004
Facilitate and serve as trainer for annual leadership
conference
Additional Assignments:
Schlage - Midwest launch
Sears - Focus group leader
Price Waterhouse/Coopers - Management development facilitator
AT&T - Idea/Incentive facilitator
Shell Oil - Customer service launch (Western US, Hawaii)
Southern California Gas - Customer service launch (Western
US)
Blue Cross Blue Shield - IL Corp Training, Orientation,
Organization Development.
Education Loyola University
B.A., English
Affiliations Past President, League of Black Women (a national
professional development organization supporting
entrepreneurs and women in corporate America), Hosted and
coordinated 130 professional women doctors nurses and
teachers from South Africa for a two-week period. Designed
and executed protocol for Nelson Mandela reception. Hosted
tea for First Lady of Ghana during State visit. Keynote for
Society for Human Resources Development, American Society for
Training and Development.
Publications Author: There is a Great Employee in There, Somewhere (2007),
The Universal Great Employee Handbook (2007) Article:
Spoiling the Barrel (2011)
Proprietary Ethical Leadership (2005)
Programs DANCE Develop A New Circle of Engagement: Taking an
Organization from Diversity to Inclusion (2007)
Leadership Dynamics (2006)
Leading with Accountability and Responsibility (2005)
Peer Dynamics (1992)
Certifications Myers - Briggs MBTI, ODI: Problem Solving/ Conflict
Resolution
Technical Design: University of Wisconsin/Eau Claire
Managing Personal Growth, Blessing White
TV News
Additional Experience
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