617-***-**** email@example.com www.linkedin.com/in/matthew-rosnov
Influential learning and development professional with 12+ years of experience writing and facilitating government, large corporate and small business software, sales and service trainings. Focused on combining deep industry knowledge with workshop generation, curriculum writing and professional development platform certifications (including Gallup’s Strengths Based Leadership and NCTI Real Colors) to inspire, motivate and prepare employees for their role in the workplace.
Quantrum, LLC Beavercreek, OH
Senior Trainer (contract position) November 2018 – present
Tableau Pega Agile Studio and Scrum Clarity Qlikview SAP Analytics Cloud Cognos Blackboard
Provide all aspects of training and training support to the Enterprise Business System Program Office for the capabilities and applications utilized by the Air Force Research Laboratory. Deliver classroom, virtual and computer-based workshops to approximately 1,500 Airmen across 6 United States Air Force bases.
Liveops, Inc. Scottsdale, AZ
Senior Talent Development Specialist March 2017 – November 2018
Slack Skype GoTo Meeting Zoom Moodle Google Sheets
Provide professional development to Liveops' 165 corporate employees, using Gallup's Strengths Based Leadership and Clifton StrengthsFinder. Research, write, design and facilitate lessons and workshops for the clients of Liveops, and provide those lessons to Liveops' 8000+ contracted agents around the country. Design and develop professional development, sales and service lessons and workshops that are delivered virtually to the company’s 8000+ agents. Oversee the organization’s employee and agent experience by directly influencing contracted agents and corporate employees to continue their learning and professional development to increase retention rates. Provide exceptional employee and agent experiences by leading weekly and quarterly team meetings, conducting 1:1 coaching sessions and orchestrating team building events and activities for groups and teams of all sizes.
Troon Scottsdale, AZ
Learning & Development Specialist October 2015 – March 2017
Oracle Articulate Adobe Captivate Litmos Skillsoft
Created and delivered impactful, high-energy presentations in various areas, including; Strengths Based Leadership, hospitality, guest and member services, Human Resource compliance, leadership and management soft skills. Provided training and development to approximately 7000 employees located across 30 states and internationally at 300 golf courses, resorts, spas and sports complexes. Authored and facilitated T.E.A.M. (Teamwork, Embracing Generational Differences, Accountability and Making a Difference) series trainings. Presented information to groups of 5-70 participants comprised of line level staff, managers and executives using a variety of instructional techniques and formats, such as: role play, simulations, team exercises, group discussions, videos and lectures. Collaborated with members of the L&D team in the design and development of training modules, presentations, manuals, job aids, workbooks, company newsletters and other materials using sound instructional design principles to ensure trainees effectively learn the material. Served as the administrator for Skillsoft, Troon’s Learning Management System, tasked with entering training records, running reports, maintaining eLearning programs and creating/deleting user accounts.
Bank of America Chandler, AZ
Customer Relationship Manager II April 2012 – October 2015
Microsoft Dynamics CRM Salesforce
Served as the single point of contact and trusted advisor for residential borrowers involved in the default servicing lifecycle. Educated home loan borrowers on the entire loss mitigation process from reinstatement of loans up to foreclosure alternatives. Oversaw an extensive set of activities that includes managing a portfolio of 600-800 loans in default, loan modifications, document validation, NPV modeling, short sale/DIL, and answer technical foreclosure questions. Communicated current file status to borrower and advocated steps needed for resolution while working in a results-oriented, relationship-based environment. Provided ongoing updates both internally with business partners and worked closely with process support teams able to assist with non-customer facing activities, such as pre-validation document checking, impounding, escrow, and investor approvals.
Wayfair Boston, MA
Training Manager March 2010 - April 2012
Articulate Adobe Captivate Workday Microsoft Office Suite
Executed the on-boarding and training for new hires and tenured employees while successfully maximizing net promoter score (with an average of an 18 point increase each month) and increasing profits (with an average monthly increase of $15,000). Provided senior leadership with performance evaluations, coaching recommendations and framework for employees completing training. Produced and employed two training initiatives; an employee metric performance evaluation and quick reference database. Designed and implemented Sales & Service Optimization trainings. Created a process for effectively and efficiently communicating software release notes company-wide. Conceptualized and executed customer outreach programs to increase net promoter score. Recruited, trained, and mentored new agents for two large, multi-functional call centers.
Circles Boston, MA
Learning Solutions Consultant February 2007 – March 2010
Workday Microsoft Office Suite
Facilitated comprehensive training programs focused on client retention, professional development, customer call management techniques, and improving utilization of company software support tools. Responsible for delivering necessary content to all employees consisting of: Performance Management, company and classroom rules, organizational structure, services and benefits provided to clients, and customer experience. Ensured all administrative components of the New-Hire curriculum were monitored and completed for each class. Developed curriculum and led instruction of training classes for various technical and soft skills. Revitalized and improved method of training for company practices and culture. Designed and developed Shubert Ticketing Software training. Established and maintained a new-hire attrition rate of 3% during each quarter. Partnered with Office of Human Resources for new employee orientation and performance documentation. Collaborated with Service Delivery on trainee performance and evaluation. Reviewed and implemented employee feedback post training enhancing future new-hire experiences. Repeat recipient of Circles Company Hero Awards recognizing distinguished employees for going above and beyond; exemplifying company’s mission and values
Waltham Athletic Club Waltham, MA
Tennis Professional May 2002 – February 2007
Plan for, coordinate, and perform tennis programming and services including; giving private and group lessons, teaching men’s and ladies’ teams, junior development, and beginners. Develop and implement and promote private and group lessons for adults, juniors and seniors. Promote and teach the junior development program. Conduct tennis lessons and clinics, focusing primarily on stroke production. Structured and facilitate cardio tennis class. Maximize the club's tennis facilities to increase member retention and attract new members.
Salem State University Salem, MA Bachelor of Science Business Administration May 2002
Strengths Based Leadership Passons Consulting November 2015
NCTI Real Colors National Curriculum & Training Institute February 2015
DISC Institute Success, LLC October 2015
Public Speaking Facilitation Complex Problem Solving Negotiation Persuasion Time Management Critical Thinking Social Perceptiveness Judgement & Decision Making Active Listening & Learning Effective Communication Flexible & Adaptable