Customer Service Training

Deborah Clark

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

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

City: Houston

State: TX

Zip: 77058

Country: USA

Phone: 719-***-****

Skill Level: Experienced

Salary Range: $80,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Skills Summary:

Leadership Training

Soft Skills Delivery

Talent Management

Learning Management System (LMS)

Virtual Delivery Using Centra Software

Managed training programs (mandatory and regulated)

Adult Learning Theories

Training Needs Assessment

Instructional Design Process

ADDIE Model

Kirkpatrick Evaluation Metric Model

Corporate University

Lominger Leadership Competencies

Project Management

5 Years Supervisory Experience

Exceptional Customer Service

Excellent Written and Verbal Communication Skills

Problem Solving Techniques

Employment History:

COLORADO SPRINGS UTILITIES/CITY OF COLORADO SPRINGS - Colorado Springs, CO

Training Program Coordinator/Training Specialist Sr., March 2002 - June 2012

Facilitation and Delivery:

-Designed, developed and/or customized materials to meet the initiatives and competencies of the organization.

-Utilized Project Management methodology to ensure accuracy and to track and document training projects in a fast paced, changing/growing organization.

-Developed and facilitated a variety of OD, team building, leadership, soft skill and technical training.

-Training Project Manager for the organization-wide implementation of Maximo (Resource Management System) conversion organization-wide and Customer Care and Billing System conversions.

-Coordinated training with subject matter experts (SME's), performed contract negotiations and procurement of vendor training.

-Managed course offerings within the Learning Management System.

-Completed formative and summative evaluations on training courses. Utilized the various levels of Kirkpatrick's evaluations to enhance course materials and delivery.

Needs Analysis:

-Developed the annual organizational needs assessment.

-Used the needs assessment and identified training opportunities to meet the organizations goals and strategies.

-Performed individual and group training needs analysis to determine performance gaps.

-Completed Training Requests to identify potential training needs, brainstorm training solutions and implement solutions.

-Performed Lominger card sorts with individuals and teams to assist customers in identifying competencies and areas of development.

Miscellaneous:

-Participated on the Talent Management team to implement Leader 2 Leader program and mentoring programs.

-Designed the Emerging Leaders program for strategic development..

-Managed training programs by tracking and coordinating mandatory training for the organization in the Learning Management System to ensure compliance.

-Developed long-term team and individual training plans for various departments and sections.

-Assisted as a team member in the creation of a Corporate University.

-Facilitated the Advisory Board for the School of Organizational and Professional Development.

-Consulted with clients using Kepner Tregoe processes to creatively problem solve and resolve issues in a timely manner.

-Working supervisor with four training specialist as direct reports.

-Completed yearly performance evaluations.

-Evaluated and assessed instructors to provide feedback and coaching on development opportunities.

Instructional Designer August 2001 - February 2002

-Analyzed, designed and developed training materials to meet the objectives of CISPlus training.

-Partnered with subject matter experts to gather content for course materials.

-Conducted formative evaluations.

IT Technical Trainer October 1991 - August 2001

-Delivered system training on CISPlus to customer facing employees.

-Designed and developed training materials to meet the objectives of organization.

-Provided first level system trouble shooting support for the Customer Service Department.

-Active team member for the conversion of the customer care and billing system.

-Completed system testing on updates made by IT Programmers.

Training Courses Delivered:

-Project Management

-Lominger Leadership Competency Workshop

-Proactive Listening

-Leadership Power Hours

-Team Building

-Presentation Skills

-Kepner Tregoe Problem Solving and Decision Making Workshop

-Train the Trainer

-Myers Briggs Type Indicator - Step 1 & 2

-DiSC

-Maximo - Resource Management System

-Customer Care and Billing System (CC&B)

Education:

COLORADO CHRISTIAN UNIVERSITY - COLORADO SPRINGS, CO

Bachelors of Art, Managerial Development, 1994

NATIONAL COLLEGE (NATIONAL AMERICAN UNIVERSITY) - COLORADO SPRINGS, CO

Associate's Degree in Computer Information Systems, 1992

Certifications:

ASTD:

Coaching Certificate - December 2010

Consulting Skills for Trainers - May 2012

Designing Learning - December 2011

CPP:

MBTI Step I and Step II Certification -

December 2009

Dave Meier:

Accelerated Learning - December 2003

Insynctraining LLC

Creating Live Online Learning - November

2010

Kepner Tregoe:

Problem Solving and Decision Making

Workshop - January 2006

Langevin:

Instructional Designer/Developer -

October 1999

The Center for Effective Performance, Inc:

Solving Performance Problems Workshop -

November 2009

Trainer Director Workshop - February 2004

Contact this candidate