Training Customer Service

Ingrid A. Ross, PHR

email:**********@********.***

th

**** *** ******, ********* ** 44120 Home: 216-***-****

**** ******* ***** *****; Cincinnati Oh 45242 Alternative: 513-***-****

Professional Summary

Senior Human Resources and Marketing professional with over 20-years progressive experience in organizational

development and training strategy design and execution. Exceptional demonstrated behaviors in the following

competencies: Compelling Communications, Building Collaborative Relationships, Cultivating Networks, Strategic Decisio

Making, Aligning Performance for Success, Leading through Vision and Values, Leading Change, Leading and Inspiring

Others, Coaching and Developing Others, and providing Stellar Customer Service.

My Mantra

“I leave people better than when I find them!”

Most Inspirational Quote

“Let him who would move the world, first move himself!”

My Education

The College of Mount St. Joseph Cincinnati, OH, United States

Master of Science May 2007

Organizational Leadership

Thomas More College Crestview Hills, KY, United States

Bachelor of Science May 2001

Business Administration/Law

Thomas More College Crestview Hills, KY, United States

Associate of Elected Studies May 1999

My Certifications and Membership:

Professional Human Resource (PHR) Management, Current and in good standing

Society for Human Resource Management (SHRM). Current and in good standing.

American Society Training & Development, Current and in good standing.

Ingrid A. Ross, PHR

email:**********@********.***

th

3288 147 Street, Cleveland OH 44120 Home: 216-***-****

9224 Hunters Creek Drive; Cincinnati Oh 45242 Alternative: 513-***-****

Specific Employment Experiences

Great American Insurance Group, Trucking Division

Divisional Director of Training and Marketing Communications January 2007 – Present

Marketing and Training Specialist (2011 Corporate job Restructuring)

Organizational Development/Training

Assess and evaluate the organization’s human resources to ensure that skills, knowledge, and abilities are optima

aligned to efficiently fulfill departmental goals.

Develop and execute roll-out and tracking of middle management specialized development program, including

effective succession planning for long term skills, knowledge, and abilities continuity, including coaching and

mentoring activities.

Identify and implement cost effective systemic solutions to optimize human resource capital.

Design, develop, implement and maintain core training programs. Monitor application of these programs and ensu

compliance with company guidelines and philosophy.

Develop and deliver program communications and training tools for managers and employees. Counsel

managers/supervisors and affiliate company personnel.

Maintain training print and on-line materials, resources, and systems policies.

Assess the needs of external business partners to determine training gaps and design eLearning curricula that

address identified learning needs.

Establish Learning Management System (LMS) protocol and processes to maintain system data integrity.

Oversee the administrative operations of the LMS, including reporting and self service features and training on

application functionality.

Develop and implement training plans via LMS, to meet the current and future training needs of the Trucking

Division.

Manage employee training records to ensure compliance with corporate employee records retention policies.

Utilize online software to develop and track training courses to support the departmental training strategy.

Research internal and external vendors and products and services for potential integration into training programs

and plans.

Build and manage relationships with external vendors to facilitate the request for proposal process and monitor of

deliverables in a timely and cost effective manner.

Marketing

Liaise with the corporate communications team; responsible for ensuring that the Trucking Division’s marketing is

alignment and compliance with corporate standards and initiatives.

Responsible for maintaining quality agent relationships as well as growing new partnership opportunities.

Instrumental in the planning and execution for annual Mid-American Truck Show and Giveaway.

W ith decision-making and spending authority for $180,000 budget, achieve 20%-25% savings each year.

Institute innovative and personal marketing strategies for Truck Show resulting in 30% increase in enrollment and

participation. Efficiently manage the budget and development of relationships to synergistically improve

organization’s return on investment (ROI) for exhibiting at the Mid-American Truck Show.

Exercise decision making and spending authority for the Trucking Division’s $200,000 marketing budget

Achieved savings of $60,000+ by identifying process improvement and implementing new initiatives ($60K yearly

expense eliminated due to process improvement).

UCAN Learning Solutions, LLC

Owner June 2006 – Present

Ingrid A. Ross, PHR

email:**********@********.***

th

3288 147 Street, Cleveland OH 44120 Home: 216-***-****

9224 Hunters Creek Drive; Cincinnati Oh 45242 Alternative: 513-***-****

Consult and collaboratively work with organizations to assess current, mid-range, and long-term skills, knowledge

and ability requirements necessary for business longevity.

Offer an array of training products and services, including development and facilitation of training curricula to help

support organizational strategies to remove skills gaps and enhance current organizational knowledge base;

specifically for middle and upper management employees.

Manage daily business operations including budgeting, material preparation, invoicing and accounts payable.

Continuously review and solicit feedback from clients to improve quality of product and service offerings.

Duke Energy September 1988 – June 2006

Training and Organizational Development Manager October 2005 – May 2006

Identified and effectively addressed key organizational talent strengths and potential resource issues to result in a

strategic change. Worked with key stakeholders to determine necessary short term and long term skills, knowledg

and capabilities to ensure that human talent was in alignment with current as well as future key business objective

Conducted organizational scanning to assess human resource gaps and develop an integrated strategy that

incorporated recruiting, retention, succession planning, and training & organizational development activities to bri

forth positive long-term outcomes.

Proactively evaluated the training curriculum (classroom and eLearning) through assessments and feedback to

ensure that the materials were congruent with the company’s strategic direction.

Managed the budgetary activities of the department to ensure materials and expenditures were under budget and

adhered to corporate procurement policies.

Continuously improved processes by implementing recommendations from internal reviews and feedback from st

members and students.

Instituted procedures such as periodic evaluations, feedback, and personal coaching to optimize the talent

development of individual employees and the capabilities of the overall organization.

Training and Development Supervisor April 2004 – October 2005

Continuously evaluated the training curriculum (classroom and eLearning) through assessments and feedback to

ensure that the material offered was consistent with the company’s strategic direction.

Collaboratively worked with the Training Specialists and Senior Training Specialists to assign client job requests t

ensure training design and development was in alignment with the client and individual learning objectives.

Facilitated training associated in areas such as leadership dynamics and relational skills development, Myers-Brig

Type Indicator®, DiSC assessment, team building, conflict resolution, and professional development.

Led the effort to standardize training records to ensure corporate compliance with the Sarbanes-Oxley Act, includ

the incorporation of training & development activities to ensure compliance with corporate communication, policy,

and protocol.

Created and maintained a process to increase the effectiveness of research, material utilization, and the

optimization of procured external training resources across the corporation.

Training and Organizational Development Consultant April 2003 – April 2004

Researched and developed training material and curriculum for a 2-day workshop which was designed to equip

individuals contemplating a supervisory career path with knowledge and experiences regarding supervisory

responsibilities and expectations.

Facilitated training curriculum and sessions

Ingrid A. Ross, PHR

email:**********@********.***

th

3288 147 Street, Cleveland OH 44120 Home: 216-***-****

9224 Hunters Creek Drive; Cincinnati Oh 45242 Alternative: 513-***-****

Provided training needs assessments

Instituted market analysis and assessment approaches to procure training goods and services to exceed custome

expectations

Consulted with internal and external organizations to perform training needs assessments and provide a training

plan to ensure organizational needs pertaining to personal and relational skills development occur with in specifie

timelines and budgetary outlines.

Assessed organizational talent to ensure training curricula is in alignment with corporate objectives and strategies

As a result, designed and implemented the Front-Line Supervisory Certificate Program designed to provide a

standard communication of leadership expectations, responsibilities, and corporate guiding principles. Over 300

supervisors are voluntarily participating in the 2 year program with the first class of certificates to be awarded in

2005. Evaluation of courses and program on average are 8.5 on a scale of 10.

Collected feedback from business partners to determine a need to provide individuals with an opportunity to asse

their career strategy and goals to increase pool of candidates for supervisory roles; over 200 individuals have

participated, class capacities were at 100% with waiting lists, and 10% who have attended have pursued and

successfully obtained a supervisory role.

Project Lead (Q12 Employee Engagement Initiative) December 2002 – January 2004

Launched the corporate Employee Engagement Strategy (Q12). Developed a strategy for introduction,

communications, and accountability for leadership and execution for 7800+ employees and leaders.

Provided training session and support to prepare team to inform and convey process information to over 350

leadership employees, in multiple locations (e.g. Canada, Indiana, Louisiana, Michigan, New York, Pennsylvania,

Texas).

As a result, all management employees were knowledgeable of the process and 350 leader engagement plans w

developed and submitted.

Developed and instituted a project plan and timeline for effective administration of the Employee Engagement

Survey

Implemented communication processes to enhance the Q12 reception/completion ratio

Coordinated training initiative including development and facilitation of a “Train the Trainer” approach associated

with the Q12 Engagement Survey

Instituted tracking mechanisms to leadership expectations (Implementation Plans) were created and follow-up wa

apparent through completion of team/department action plans.

Contact this candidate