Monique E. Frazier

Eutawville, SC *****

856-***-**** / ac8fze@r.postjobfree.com:ac8fze@r.postjobfree.com

mailto:ac8fze@r.postjobfree.com

OBJECTIVE: Human Resources, Curriculum Training and Development, Consultant

EXPERIENCE SUMMARY

19 years, Classroom / Education Facilitator

17 years, Quality Assurance Management (Telecommunication, Government Contracts)

14 years, Administrative Support / Adult Education (Higher Education)

8 years, Student Advisor / Mentor

5 years, Curriculum Development

2 years, Accounting (Executive Accounts Oversight, Telecommunications)

EXPERIENCE PORTFOLIO

10/18 – Present, Substitute Teacher

Kelly Educational Services, Berkeley County School District, Moncks Corner, SC

Provide following teacher’s lesson plans, including distributing classwork and assignments and ensure effective discipline and class control, providing class management for learning strategies and methodology; utilized visual, tactical, auditory material methods to instruct students to Core Curriculum

01/18 – 08/18, Para-Professional

Deptford High School, Deptford Township Board of Education, Deptford, NJ

Monitor and assist students as needed in daily routines across classroom activities and/or settings

Initiate / liaise with behavioral interventions designated by classroom teacher

Collect / document data for behavioral or academic progress

Support students’ programs to learner’s fullest physical and emotional potential

Perform classroom management; circumvent negative behavior and provide intervention

Create / schedule Individual Evaluation Plan (IEP) for students

1/16 – 01/18, Paraprofessional (Long-Term Assignment)

Deptford High School, Deptford, NJ / Mission-One, Source 4 Teachers, Cherry Hill, NJ

Provide teaching and assistance, including distributing classwork and assignments and ensure effective discipline and class control, providing class management for learning strategies and methodology, following teacher’s lesson plans; following teacher’s lesson plans, including distributing classwork and assignments and ensure effective discipline and class control, providing class management for learning strategies and methodology; utilized visual, tactical, auditory material methods to instruct students to Core Curriculum

09/16 – 11/16, Reading Teacher (Long-Term Assignment)

180 Winslow School # 6 School, Winslow, NJ

Provide Lexile Reading Testing under developmental testing programs, including subject-specific assessments, to identify needs, student development, and/or individual learning plans; advise parents and/or legal guardians of student progress

09/14 – 6/16, Classroom Teacher (Substitute)

Source 4 Teachers, Cherry Hill, NJ

Provide leadership and guidance under teacher’s lesson plans, including distributing classwork and assignments and ensure discipline and class control, class management for learning strategies and methodology; utilized visual, tactical, auditory material methods to instruct students to Core Curriculum

03/14 – 06/14, Classroom Teacher (Substitute)

Kelly Educational Staffing, Charleston, SC

Provide leadership and guidance under teacher’s lesson plans, including distributing classwork and assignments and ensure effective discipline and class control, class management for learning strategies and methodology; utilized visual, tactical, auditory material methods to instruct students to Core Curriculum

11/08 – 11/10, Training Consultant

Life Center Academy, Charleston, SC

Supervised twelve personnel (Coordinators, Analyst, and Representatives, and Team Leads), who were responsible for administrative duties and communications with students (employee), research for curriculum and cost, scheduled meetings and workshops and organized community leaders, recording of budget and funding, and (VP) ensuring team meeting daily, weekly, and monthly objectives, engaging the community, and prepared operational reports

Mentored ~17 technical support supervisors (2010-2012), including team leads and assisted employees via facilitated workshops covering topics, including: Life Away from Home, Time Management, Asking Effective Questions, Budgeting, and Good Study Habits; Organized workshop including parents to discuss successes and opportunities; resulting in an achieving an outreach goal of 50% of employees attending college Sessions I and Sessions II

Responsible for collections and distribution of $26,500 for goals of supporting low accessory sales; enabled $3700 institutional donations annually after expenses

Team accomplished three annual ticketed event projects, including: quarterly Members Health Fair, technology engagement, and Leadership Trainings

Increased productivity of partnership groups by sharing best practices and training leaders on policies, procedures, and strategies for success

Strategized for ‘best-practices,’ by reviewing lessons learned annually, to incorporate opportunities missed into launch of next annual year’s projects, resulting in an increase of 25% participation from community

10/04 – 03/14, Facilitator / Lead Trainer

Verizon Wireless, Charleston, SC

Liaison promoting a 4-year collaborative educational partnership between Verizon and Strayer to market university programs to potential (employee) students; resulted in increase of enrollment by 2.2%; branding efforts provided via workshops, lunch discussions, tuition assistance resulting in 48% of workforce (2013) enrolled (program) or taking courses towards certification to for admission, with goals of achieving degrees in Business Management, Communication, Public Administration, resulting in >8% Verizon employees graduating with Associates and/or Bachelor degrees

Trained employee support and mentoring by developing performances for rating(s), monitoring of 140 employees monthly; provided webinars, new hire orientation, resulting in 3% increase of the number of specialists (who were previously in bottom ratings) who achieved a ‘developing year end’ rating by achieving target ratings, including 1.6% exceeding performance rating exceeded mid-year reviews

Extracted data from daily reports to complete a monthly roll up of statistical information for utilization for senior management resulting in decreasing absenteeism percentages per training program

Performed substitute lectures (adjunct absences)

Designed, scheduled, and facilitate curriculum and trainings for ~13 topics annually, depending on program (1-6 daily) for between 10-110 learners, providing training sessions on listening skills, time management, career progression, and job interviewing

Provided oversight to eight customer service analysts (partnered with Senior Trainers) to track percentages of training completed, attendance records, and the curriculum library, for training programs aligned with company strategic goals, including attendance and training completions

Acting supervisor managing daily training tasks and support area to the training team (2008 and 2011); ensure trainers prepared to facilitate, monitored training completion metrics, scheduled / setup training programs, selected curriculum based on company strategic goals and educational resolutions for high call in rate, employee issues and escalations, resolving employee issues, communications, adherence schedule(s), time management and new hire orientation.

Acting supervisor for Charleston Training Team leadership term (eight months)

Facilitated / scheduled face-to-face and virtual trainings to adult students for workforce, leadership, newly hired employees, customer service and sales associates

Achieved training evaluation survey scores consistently (7/10 years, annually; 3.8/4.0)

Liaison with National Curriculum Development Team to review training program drafts, provided feedback for an average of seven programs (monthly), resulting in eight Northeast call centers delivering programs on time, with 98% completion rate via experiential learning curriculum

Managed 10 senior trainers; resulting in trainers’ promotions to supervisors (9) and associate director (1); 99% training completion rate overall; conducted weekly leadership webinars, identifying priority trainings, identifying trainers

Responsible for $500K budget; decreased travel expenses by implementing new traveling procedures for each trainer, ensuring airline tickets were purchased 30 days in advance via 3rd party airline vendor, saving $180K annually

Responsible for priority projects including accomplishing training six instructors to train 1,700 call center employees within two weeks (example)

Facilitated / participated in a ‘Go Green Initiative’ removing 20 copy machines from floor; facilitated instruction to trainers for iPads, eliminated paper, averaged savings >$18K per project

Instituted Process Improvement program for Senior Leadership for training deployed to increase attendance for face-to-face and online trainings (mandatory attendance for scheduled job and leadership training (first seven days of program) resulting in increased knowledge of products and services; provided middle management and supervisors leadership training as coaches / mentors; developed assessments for supervision of frontline employees, improving success ratio product / service knowledge, schedules, call avoidance, call sequencing model, escalations and FCC regulations by a measurable 7%

OTHER PROFESSIONAL EXPERIENCE

Quality Assurance Consultant, Verizon Wireless, Morristown, NJ

Business Government Corporate Account Advisor, Verizon Wireless, Morristown, NJ

Financial Services Coordinator, Verizon Wireless, Morristown, NJ

Public Relations Manager, City of East Orange, East Orange, NJ

FORMAL EDUCATION:

2014 – present, Doctor of Education, Northcentral University, San Diego, CA; GPA: 3.67; (expected graduation: 09/19), Courses: Development of Scholar Practitioner, Research Forum, Research Forum, Research Theory, Social Change, Social Change in Education, Research Forum

2012, Master of Arts, Education, Argosy University, Minnesota, MN; GPA: 3.71; Courses: Interpersonal Communication, Research in Education, Intro/Best Practices in Training Development, Strategies for Teaching Adult Learners, Curriculum Theory and Design, Instructional Development & Delivery, Adult & Organizational Learning, Strategies for Teaching Adult Learners, Organizational Management & Development,

1994, Bachelor of Arts, Communication, Kean University, Union City, NJ; Courses: Oral Interpretation, Speech Communication, Inquiry & Research, Introduction to Mass Media, Education Communication Institution SCATE, Communication Theory, Public Speaking, Public Relations, Creative Writing, Voice and Speech, Business Professional Technical Writing, Group Communication, Persuasive Communication, Public Relations Writing

CAREER TRAINING / CERTIFICATIONS / TECHNICAL / COMPUTER

06/17, Teaching Program Certificate, Rutgers University Center for Effective School Practices

2007, Achieve Global, Verizon Wireless, Charleston, SC

LanSchool

Microsoft Office: Word, Excel, PowerPoint, Outlook, Publisher

Promethean ActivPanels (Smartboard)

PeopleSoft

Sametime

Sharepoint

Windows, iOS, Android, Linx, MacIntosh

PRESENTATIONS / CONFERENCES / PUBLICATIONS

03/18, Interpersonal Communication, Women’s Health Care Services, Camden, NJ

6/15, Self-Care, YMCA, Deptford, NJ

11/14, Work Life Balance, Verizon Wireless, Charleston, SC

05/13, Emotional Intelligence, Verizon Wireless, Charleston, SC

07/12, ASPIRE Conference, Verizon, Charleston, SC (Northeast Area Connecticut, Columbia & Greenville, SC, Hanover, MD, Boston, MA, Tampa, FL)

01/12, Managing the Classroom Experience, Charleston, SC

03/12, Active Facilitation and Learning, Charleston, SC

2011 – 2013, Reading Literacy of North Charleston, Life Center Institute, Charleston, SC

02/11, Moving from Conflict to Collaboration, Charleston, SC

03/10, Learning to Use Your Behavioral Styles (40 learners), Quarterly, Verizon, Charleston, SC

2010 – present, Parents Leading Education Association, Life Center Institute Charleston, SC

2008 – 2010, Young Women Committee, Charleston, SC

11/06, Presentation Advantage, Achieve Global, Charleston, SC

09/06, Learning to Use Your Behavioral Styles, Verizon Wireless Charleston SC

04/06, Civil Treatment for Managers, Verizon Wireless, Charleston, SC

09/05, Business Writing, Name of Organization, City, ST

07/05, The Writing Process, Verizon Wireless, Charleston, SC

02/01, Civil Treatment for Employees Training, Charleston, SC

12/00, Quality Assurance Implementation Program, Morristown, NJ

RECOGNITION / AWARDS / VOLUNTEER / COMMUNITY / TRADE ORGANIZATIONS

09/16 – 06/18, Volunteer, Advancement Via Individual Determination (AVID)

03/14 – present, Gloucester Adult Literacy, Gloucester Township, Deptford, NJ

2013 – present, Member, National Career Development Association, Charleston, SC

2013, Emerging Leaders Program, Verizon Wireless, Charleston, SC

2010, Verizon Wireless Winning with Teamwork Award, Charleston, SC

2009 – present, Member, American Society of Training and Development, Charleston, SC

2008, Verizon Wireless Trainer of the Year, Verizon Wireless, Charleston, SC

2008 – 2013, Fundraiser/Charity Event Participant, Charleston, SC

2006 – 2011, Volunteer, Reading Literacy of North Charleston

2005 – 2010, Volunteer, Young Women Literacy Committee, Charleston, SC

KEY & TRANSFERABLE SKILL WORDS: Academy, Accounting, Adjunct, Administration, Adult Education, Advisor, analysis, assessments, Behavioral, best-practices, branding, Budgeting, Business, Calibration, Classroom, Coach / coaching, Collaboration, Communication, Consultant, Courses, Curriculum Development, Customer Service, Director, Education, Employee Issues, Employee Relations, evaluations, Facilitated, feedback, Financial, Forum, Higher Education, Human Relations, Human Resources, Institution, instruct, instruction, Instructor, leadership, Learners, lessons, Liaison, Managed, Management, Manager, Mentored / mentoring, metrics, monitor, operational, Organizational, orientation, overhead, Oversight, personnel, policies, Practitioner, procedures, processes, productivity, program management, project management, promotions, Quality Assurance (QA), regulations, Research, savings, schedule, Student, Supervision / Supervisor, Teacher / Teaching, Team, Trainers / Training, virtual, Volunteer, webinars, Workforce Development, workshops

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