Customer Service Sales

Amanda Reed

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

Address: ***** ******** **. *** ****

City: Dallas

State: TX

Zip: 75254

Country: USA

Phone: 214-***-****

Skill Level: Management

Salary Range: $70,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Amanda M. Reed

14501 Montfort Dr. #1219

Dallas, TX 75254

Phone: 214-***-****

*********@********.***

Training and Development Manager

Enthusiastic Training and Development professional with proven success in training program development and implementation. Strong knowledge of instructional design and adult learning concepts, including e-learning. Successful collaborator with business teams. Certified in Information Mapping. Ten years' experience in adult education, training, knowledge management, and process design.

Accomplishments

Consulted with key stakeholders to design and implement sales training/sales enablement program resulting in 300% increase in sales.

Co-managed training program (strategy and curriculum) for global CRM implementation.

Coordinated with international training resources to rollout new hire training programs in South America and Australia.

Developed successful new-hire training and on-boarding programs with feedback and tracking mechanisms.

Named Global All-Star (Q3 2011).

Prevented more than $50,000 in losses by implementing new performance tracking procedures and building relationships with management.

Successfully trained and implemented two external call centers while significantly improving customer service.

Streamlined e-learning training program for national physician network, leading to faster on-boarding and enhanced physician performance.

Key Skills

Program development

Project management

Process design

System Training

Product Training

Sales Training

e-Learning

Instructional design

Professional Experience

ReachLocal, Inc. - Plano, TX

Training Program Manager, 2010 - 2012

*Created sales training program for new line of business that resulted in 300% increase in performance.

*Recognized as Global All-Star.

*Developed and implemented international training and on-boarding programs for new hires.

*Managed sales enablement program resulting in valuable feedback and improved on-boarding experience for new sales hires.

*Designed eLearning and classroom programs for CRM (Salesforce), new product launches, and sales.

*Consulted on best practices for project management.

New York Life - Dallas, TX

Training and Quality Manager, 2009-2010

*Prevented more than $50,000 in losses by implementing new performance tracking procedures and building relationships with management.

*Lead team of three trainers/quality specialists responsible for $80 million (per month) in investments.

*Improved performance and significantly reduced financial errors of department of 35.

TelaDoc, Inc. - Dallas, TX

Knowledge Management Coordinator 2007-2009

*Designed and developed effective e-Learning program for national physician network (electronic health records and customer service).

*Successfully coordinated with IT and operations teams to support proprietary system development and rollout.

*Created onboarding and continuing education programs for call center representatives (including system training, customer service, and HIPAA compliance).

*Lead development of company-wide policies and procedures in preparation for SAS70 and other audits.

*Managed redesign of company website, moving from retail to B-to-B market.

*Managed and created internal/external company communications.

Blinn College - Bryan, TX

Interim Director, Writing and Developmental Labs, 2006-2007

*Directed daily operations of labs serving all English and Developmental English students at college with annual enrollment of 11,000.

*Managed and trained staff of ten professional tutors (MA and PhD).

*Increased number of lab visits and faculty participation.

*Redesigned lab websites to increase usability and attractiveness.

Texas A&M University - College Station, TX

Lecturer, 2003-2007

*Created course materials and curriculum for classes at Research I university.

*Managed all aspects of university composition and technical communications courses, including student evaluation, course development, and teaching.

*Developed skills with adult learners, working with students from 17 to 65.

*Managed development of 200+ adult learners per year.

*Presented papers at academic conferences.

AgriLogic, Inc. - College Station, TX

Analyst, 2001 - 2003

*Successfully developed and administered projects amounting to over $750,000 in revenue.

*Composed and edited extensive research reports, proposals, and other company documents sent to the Risk Management Agency, United Stated Department of Agriculture.

*Developed skills in communication and project management

Education

Master of Arts, English

Texas A&M University, 2005

Bachelor of Science, AgriBusiness

Minor, English

Texas A&M University, 2000

Certification, Information Mapping 2008

Technology

Microsoft Office

Captivate

Camtasia

Articulate

SmartDraw

Salesforce.com

LinkedIn Groups

Instructional Design and e-Learning Professionals

Information Mapping

Dallas Learning Professionals

Training Managers

Training Professionals

Learning, Education, and Training Professionals

Contact this candidate