Customer Service Management Development Training--Trainer

Mildred J. (MJ) Porchia

P.O. Box ***, *** Hideaway Central

Lindale, TX 75771 214-***-****

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

Website: www.ptscommunications.com

Summary Qualifications

Workshops:

Soft Skills Training

Customer Service

Time Management

Conflict Resolution

Education Software Training

Engaging All Learners

How to Write Scholarship Essays

College Planning

Peer Mentoring

Student Orientation

Generation Profiles

Professional Development

27 years of postsecondary education experience in administration and teaching

• 10 years of experience as an educational consultant and trainer

• Ability to execute documented processes consistently and implement continuous

process improvements

• Proficient use of MS Word, PowerPoint, Excel, and Access

• Excellent communication, interpersonal, organizational, leadership skills, and

work ethnics

• Exceptional versatility with the ability to manage multiple tasks in a pressured

environment

• Dedication and drive as a hard-working individual

• Strong organization and project management abilities

TRAINING & INSTRUCTIONAL DESIGN SKILLS

Created workshops on topics such as Team Building and Customer Service

•

• Provided orientation training to new employees

• Conducted training workshops and classes for high schools counselors on various

college transition topics.

• Created and presented training classes on college planning

• Taught academic courses for career development classes and supplemental

instruction for adult students

MANAGEMENT SKILLS

• Supervised 5 full time and 17 part time employees; performing duties such as

selection, interviewing/hiring, training, scheduling, and payroll

• Project management of technical and non-technical projects

• Proficiently developed and controlled a budget of $287,000 annually

• Demonstrate unique ability motivating adult learners to attain their

educational goals by maintaining a minimum retention rate of 85%

throughout the year.

• Handled intake interviews, assessment, and evaluation of students and staff

• Resolved communication barriers between students and staff by successful

utilizing conflict resolution skills

• Maintained inventory control for technical and non-technical supplies

• Created, designed, and implemented a Procedural Manual for new staff

CUSTOMER SERVICE SKILLS

• Delivered excellent customer service while working with students and staff on a

daily basis for various needs

• Interacted with clients and utilized excellent organizational skills to arrange

implementations of action plans for regional use

• Served as a liaison between clients and staff to resolve clients problems and

implement long and short term solutions

Workshops/Training:

Presented and coordinated workshops on communications, time management,

•

human development, customer service, and engaging all learners

Provided Path to Scholarships training for staff and students

•

Broad background in administrative management, compliance regulations, grant

•

monitoring, special programs, curriculum development, academic advisement, new

student orientation, conflict resolution, retention, special events planning,

training development and coordination, budget development and management,

human resource management, caseworker, and grant guidelines.

.

Accomplishments:

Recognized for Outstanding Performance in Customer Service

•

Awarded the President Achievement Award for Excellence

•

Implemented two (2) new Student Support Services Programs in the Dallas

•

County Community College District.

Assisted in the proposal writing of two grants, which total more than 1.5 millions

•

for allocation over the next five (5) years or through year 2010 (Retired in 2007).

Developed a highly effective student support program for “at-risk” students

•

resulting in an annual retention rate of at least 85% for five consecutive years.

Implemented a Mentoring Program and scholarship fund for first generation and

•

low-income students.

Played a key role in the establishment of the Business Advisory Committee at El

•

Centro College, in which to date, committee corporations such as IBM, AT&T,

and E-Systems continues to donate thousands of dollars in equipment and

manpower to provide quality training and employment for project students.

Organization Affiliations:

City of Shreveport Chamber of Commerce

•

CUPA-HR (College and University Professional Association for Human

•

Resources

Education & Training:

Master of Arts in Human Science, August 2000, Our Lady of the Lake University,

San Antonio, TX

Bachelor of Science in Education, May 1975, Southern Arkansas University,

Magnolia, AR

Train-the-Trainer Certificate, April 2010, Education Service Center,

Kilgore, TS

Path to Scholarships Core and Regional Trainer, February, 2009, Outreach Youth

Empowerment, LLC. Dallas, TX

Employment History

09/09-05/2010 Region 7 Education Service

Kilgore, TX

Education Specialist/Trainer

09/08 – Present Porchia Training Solutions (formerly Porchia & Assoc.)

Lindale, TX

Educational Consultant/Trainer

09/80 - 07/07 Dallas County Community College District Dallas, TX

Retired Program Director/Academic Advisor/PT Instructor

References upon Request

Contact this candidate