Training Customer Service

Linda M. Stoneking

440-***-**** **************@*****.***

PROFESSIONAL EXPERIENCE

*/**-******* ******** ******, Hudson, OH

Specialty Retail Associate

Retail responsibilities focusing on superb customer service and fostering a positive running experience

Initiated, developed, and delivered special store marketing and community development events including annual Ladies Night

Developed and lead annual Kid’s Trail Running Camp

11/09-3/13 City of Broadview Heights, Broadview Heights, OH

Human Services Driver and Assistant

Responsible for the assistance to the Human Services Director both in tactical activities and strategic direction for department as needed during staff changes

Provided medical transportation services to elderly and disabled residents

8/08-10/09 Franklin & Seidelmann, Beachwood, OH

Marketing Analyst Consultant

Provided competitor analysis, identified marketing opportunities, research and marketing support

7/01-12/01 & Computer Associates, Development Center, Cleveland, OH

7/02-10/02 Assistant Teacher

Supported Montessori teachers through daily activities and developed special children’s programs for the corporate-supported private school

Cap Gemini Ernst & Young, Cleveland, OH

6/00-6/01 Resource Manager

Responsible for facilitating resource allocation and staffing process to identify and align best available candidates with project requirements. Coached employees on proactive staffing techniques and trained employees on deployment process. Interfaced with employees at all levels to maximize profitability of engagements with a 24 to 36 hour turnaround time for all resource requests

Coordinated with business operation leads and HR to determine re-tooling and training paths and programs for employees. Assessed needs of business and employees to determine intervention planning for individuals and subsequent tracking for future deployment

10/99-5/00 Manager of Learning - EYAS (acting Director), Chicago, IL

Managed the Training and Development department

Developed training strategies that supported corporate goals

Coordinated with business areas to determine training needs and to structure delivery and deployment of training.

Negotiated and planned training strategies with other business directors

Positioned department as a strategic resource to organization.

Developed procedures to establish, support and track training requirements. Communicated learning activities to leadership, personnel and clients.

Designed and managed budget of over $750,000. Negotiated and managed supplier contracts and vendor relations and the cost effectiveness and value of all training solutions. Established alliances with vendors and consultants.

Evaluated EYAS and client needs to build and lead an effective learning team. Managed team of 7 people. Set administrative processes for the learning team.

Managed the development and design of multiple training programs. Managed training consultants and negotiated fees to help develop training solutions of all types to address business needs.

6/98-9/99 Senior Consultant, Atlanta, GA

Developed Partner communications and training session for up to 2000 Partners.

Managed content development team to identify E&Y Learning Maps needed for the development of consulting services personnel expertise as a tool to support and aid in organizational changes.

Served as the Training Supply Chain leader and instructional designer responsible for the design and development of a global, instructor-led training program for Eli Lilly. Led team of courseware developers included; mitigated risk, managed workplan, reviewed deliverables, set expectations, provided training for team and worked directly with Supply Chain team to communicate training needs and initiated two-way communication.

Training and development specialist for project enabled by SAP R/3. Utilized technology to develop and document user procedures and training focused on Manufacturing Operations for a worldwide business transformation project at Eli Lilly.

Training development specialist for Power User training program including materials and curriculum for affiliate countries. Managed Power Users program, conducted research, identified needed competencies and identified required courses.

2/96-5/98 Team Leader, Advanced Solutions Environment (ASE), Atlanta, GA

Helped develop and integrate Ernst & Young’s Accelerated Solutions Environment, a large facilitated workshop for clients to rapidly make key business decisions and achieve project milestones.

Developed training and development programs and plans for E&Y employees and independent contractors. Coordinate all aspects of recruiting sessions for the Atlanta location.

Managed teams to determine, define and prioritize the activities needed to achieve the business strategies and goals in the DesignShop process and delivery of work products. Identified roles, managed workplans, coached and reviewed team based on deliverables and effectiveness.

Integrated engagement team delivery and techniques into the ASE and assed which organizational enablers should be utilized. Managed relationships with key engagement teams and clients to provide the client with an integrated E&Y approach while utilizing the ASE.

4/95-1/96 Associate - Center for Business Knowledge (CBK), Cleveland, OH

Managed E&Y’s Management Consulting Skills Database including monthly and annual updates, served as National contact to the staffing coordinators and researched special skills requests. Supervised data entry personnel and performed monthly updates and continual enhancements.

Managed production of the Manufacturing Systems Library (MSL) through Advanced Manufacturing Research (AMR). Duties included analysis of data, validation of survey response, oversee assembly and order delivery processes, serve as internal and external contact.

Assisted in the development of Accelerated Business Process Innovation (ABPI) methodology to increase speed and value to clients. Led Current State team, which assisted in design and development of web application, modified and validated knowledge base.

10/94-4/95 Sherwin Williams, Cleveland, OH

Training Associate

Developed and implemented training resource management by conducting internal research and marketing, categorization and cataloging internal resource materials, developed a knowledge management database and internal advertising.

BOARD MEMBER

2012-2015 Good Samaritan Hunger Center, Akron, OH

EDUCATION

Case Western Reserve University, Cleveland, OH

The Weatherhead School of Management

Post Graduate MBA course work 1993

Kent State University, Kent, OH

Bachelor of Arts, English, May 1992

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