Customer Service Training

Dudley Hall

Email: *********@********.***

Address: **** ********** **

City: Murphy

State: TX

Zip: 75094

Country: USA

Phone: 972-***-****

Skill Level: Management

Salary Range: $75,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Dudley G. Hall

1007 Wellington Ln * Murphy, TX 75094 * 972-***-****

*********@***.*** LEARNING DEVELOPMENT QUALIFICATIONS

A Learning and Development professional seeking a training position utilizing my experience in training and instructional design. Excellent communication, interpersonal and project management skills. Also, demonstrated ability to build and maintain strong working relationships with internal customers to positively impact employee satisfaction. Expertise includes:

Facilitating New-hire Training, Technical and Customer Service Programs Facilitating Leadership Training Programs Designing and developing technical and non-technical training programs Communicating effectively, both orally and written, with all levels of management and employees

KEY ACCOMPLISHMENTS Met or exceeded budget targets for the Training Department by establishing appropriate cost controls. Led effort to streamline annual regulatory compliance training process that increased annual compliance rates to 100% during the organizations compliance week and also improved management reporting. Spent one year in South America helping previous company establish global office by conducting new-hire training for start-up training team and supervisor training. Participated in the interview and selection process of permanent training team. Also, monitored all subsequent training classes to ensure training guidelines were followed and enable participant mastery of training content. Converted several instructor-led courses to computer-based courses utilizing Articulate E-learning and Authoring software. Also, revised several e_Learning courses using Captivate 5.5 E-learning and Authoring software Developed and implemented a Leadership Development Program to enhance organizations management skills. Trained and coached corporate switchboard employees to achieve zero customer complaints in a four month span.

Dudley G. Hall

PROFESSIONAL EXPERIENCE

SANTANDER CONSUMER USA, Lewisville, Texas 2010 2012

Employee Development Manager (2011 2012)

Managed Employee Development training team responsible for strategic employee development activities and programs that affect all SC USA employees, including but not limited to: Leadership Development Program (LDP), Learning Management Systems (LMS), Regulatory Compliance Training, Curriculum Design, Evaluations and Surveys, On-Boarding, and other special projects.

Implemented company-wide Leadership Development Program to various business units to develop single corporate leadership philosophy after several acquisitions. Designed and developed new training programs, including Leader and Participant Guides, to support Leadership Development Program. Implemented Santander Leadership Monthly, a leadership newsletter distributed to all managers that included leadership articles, tips and resources to be better leaders and managers. Proposed the development of a pilot high-potential leadership program for one business unit that would be used a model for expanding the program corporate-wide. Completed initial research to develop a Leadership book club for managers at all locations to serve as an additional leadership resource to enhance their leadership skills. Started building an Instructional-design time of instructional designers and e-Learning specialists to incorporate consistent instructional design processes and guidelines, including developing style guides, Microsoft-office templates for internally developed materials. Conducted Leadership Development training programs at multiple in-state and out of state locations. Led Employee Development efforts to ensure all associates completed required compliance courses during New-hire Orientation and during annual regulatory compliance training. Interviewed, hired employees for Employee Development team. Led Employee Development project team to work with HRIS and IT to select and implement new Learning Management System (LMS). Developed training materials, including manager's guide and Quick Reference Guides for managers and associates. Developed and implemented training roll out to managers.

Sr. Training Specialist (2010 2011) Implemented Kirkpatricks Levels I, II and III into the various training programs conducted. Proposed and implemented major cost-saving software to temporarily replace the Learning Management System (LMS) that was being phased out. First year cost savings was $120,000. Facilitated several internal training programs, such as New-hire Orientation and Servicing New-hire Training programs. Managed annual Regulatory Compliance project to ensure course content, delivery, timing, tracking, reporting, evaluation and audits satisfied all applicable federal and state laws.

Dudley G. Hall

PROFESSIONAL EXPERIENCE(continued)

EXPERIAN (TRW), Allen, Texas 1993 2010

Learning and Development Supervisor (2004 2010)

Managed Contact Centers training department for 200+ employees as well as managed the companys corporate switchboard team.

Interviewed, hired, trained and coached employees in the Training department and employees at the corporate switchboard. Designed and developed new training programs, including Leader and Participant Guides, to support new products, new systems and/or system enhancements and updated existing materials. Conducted new-hire, customer service and specialty training programs. Taught a Personality-based communication program to the companysSouth American management team that not only helped them improve communications,but also allowed them to use the program as a coaching tool with their employees. Improved overall customer service at the companys corporate switchboard through screening and hiring appropriate employees, coaching and training.

Sr. Learning Specialist (1994 2004) Designed and developed new training programs, including Leader and Participant Guides, to support new products and/or systems or system enhancements. Updated existing training materials to support policy, system or procedural changes. Facilitated leadership training programs, such as Steven Coveys 7 Habits of Highly Effective People and Achieve Globals (Zenger Miller) Frontline Leadership. Conducted Training needs analysis of internal employees. Implemented Kirkpatricks Levels I, II and III into the various training programs conducted. Conducted Development Dimensions International (DDI)s Team-based workforce program. Led new-hire training programs, customer service training programs, and specialty training programs.

Dudley G. Hall

PROFESSIONAL TRAINING/FACILITATION CERTIFICATIONS

Steven Coveys 7 Habits of Highly Effective People, Certified Facilitator Development Dimensions International (DDI) training programs, Certified Facilitator True Colors Personality Program, Certified Facilitator DISC Personality Profile, Certified Facilitator Achieve Global (Zenger Miller) Frontline Leadership, Certified Facilitator Langevin Learning Services, Certified Instructional Designer Ken Blanchards Situational Leadership II, Certified Facilitator

EDUCATION

B.S., Business Administration and Computer Science,Northwestern State University, Natchitoches, Louisiana

PROFESSIONAL ORGANIZATIONS

American Society for Training and Development (ASTD)

International Society for Performance Improvement (ISPI)

TECHNICAL SKILLS

MS Office products (Word, PowerPoint, Excel, Visio, Project)

Articulate E-learning and Authoring software

Captivate 5.5 E-learning and Authoring software

Information Mapping (FS Pro) Communication software

Snag-It

Trainer, Corporate Trainer, Training needs analysis, instructional design, leadership, DDI, True Colors, Achieve Global, contact center, call center, design and develop, Articulate, Information Mapping, Info Mapping, Learning and Development, Facilitating, ASTD, ISPI

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