Customer Service Sales
Resume:
Joan L. Edmondson
**** ********* **** ?Charlotte, NC 28215
704-***-****(Home) 704-***-**** (Mobile)
**********@*****.***
Professional Objective:
A challenging career to combine industry experience in training, coaching,
facilitation, and customer service.
Highlights of Qualifications:
. Excellent verbal, analytical, and communication skills.
. Experience in development and authoring of creative material suited
for the audience and topic.
. Proficient in Microsoft Word, Excel, and PowerPoint.
. Experience developing and delivering training materials in a corporate
environment.
. Strong presentation skills, using state of the art techniques and
tools.
. 8 years of experience in training, delivery, and facilitation of adult
learners.
. Excellent managerial and supervisory experience.
PROFESSIONAL EXPERIENCE
10/12 - Present Facilitator
Total Contract Solutions
Charlotte, NC
Key Accomplishment: Deliver professional driver based training in a
learner centered environment and assess learning outcomes in a variety of
context, resulting in 20% increase in driver safety.
. Facilitate training for adult professionals in the areas of customer
service, city policies and procedures, business management,
professionalism, and drivers' safety.
. Train professionals on international airport ordinances and
procedures.
. Create and maintain learning environment conducive to adult learning.
. Effectively coach team members on various cultural and ethnic
protocols to enhance diversity awareness.
. Assist in creating assessments and course material used for training.
10/05 - Present Instructor
Central Piedmont Community College Financial Services Institute
Charlotte, NC
Key Accomplishment: Develop and implement instructional classroom
applications, and learning measurement tools. Instruct students'
international students resulting in an increased level of effective
communication.
. Facilitate corporate training and development courses related to
mortgage banking.
. Research and retain up to date laws, legislation, policy, and
procedures pertaining to the mortgage banking industry.
. Actively research, design, implement, and execute course material
conducive to the required performance standards.
. Facilitate class room sizes of up to 50+ individuals.
. Facilitate and coach professional leadership training courses, in
various lines of business, for corporate organizations contracted
through CPCC.
. Effectively teach students in groups and individually by incorporating
lectures, speakers, and group projects to achieve quality results.
. Deliver creative and effective training to employees via classroom,
web-based, or blended learning.
. Develop, implement, monitor, and administer exams and homework, as a
means of measuring the effectiveness of course and training material.
. Establish clear and concise objectives for all class material to
better enable student achievement.
6/06 - Present Evening Office Manager
Silverfox Chauffeured Transportation
Charlotte, NC
Key Accomplishment: Implemented a call in system for drivers, reporting
completion of scheduled assignments, resulting in a 25% decrease in late
arrivals, and missed assignments.
. Responsible for training new drivers on policy and procedures, fleet
management, and customer service.
. Manage a team of 20 drivers.
. Responsible for daily assignments of vehicles.
. Coordinate and disseminate information concerning fleet activity.
. Monitor current schedule of drivers to ensure workload balance;
Conduct reassignments, as necessary, in case of breakdowns or
interruptions.
. Manage local and national dispatching services.
. Perform work activities requiring cooperation and instruction
10/2008 - Present Tutor & Substitute Teacher
Charlotte Mecklenburg Schools
Charlotte, NC
Key Accomplishment: Worked with students in small groups of 3 to 4 to
assist in developing literacy and mathematical skills, resulting in an
increase in end of grade testing scores.
. Explain complex concepts using easy-to-understand terms, resulting in
the development of problem solving strategies and overall confidence
with the subjects.
. Follow and teach lesson plans assigned by permanent teacher for
students' k-12.
. Develop action plans based on students' and educators' academic goals,
to ensure student success.
. Implement creative learning activities to ensure learning goals are
met.
6/07 - 2/08 Executive Trainer & Sales
Manager
The Richard Tocado Companies
Charlotte, NC
Key Accomplishment: Analyzed training needs to develop and build two
training programs simultaneously for the sales force resulting in a 10%
increase in productivity and revenue.
. Designed and implemented new in house training programs for new and
current sales staff, reducing the cost in outside training expense.
. Organized meetings with management and other team members to asses
training needs and objectives bringing about an increase in the flow
of productivity.
. Maintained a library of training materials and resources to maintain
organizational goals and objectives.
. Established objectives for evaluating the effectiveness of the
training activities and make modifications as necessary to ensure the
training meets the educational goals.
. Created and facilitated training workshops on topics such as sales
techniques and product development for new and existing loan officers.
. Monitored and assessed employee performance and training development
by maintaining monthly evaluations.
. Provided sales coaching to a six member team to maintain service and
performance standards, resulting in a 15% increase in productivity.
. Researched and performed analyses on current market trends within the
mortgage industry to maintain a leading edge on the competitor and
improve sales strategies.
. Maintained teams monthly and quarterly sales reports.
EDUCATION
Bachelor of Arts Sociology, University of North Carolina Charlotte, May
2004
Associates of Arts, Central Piedmont Community College, May 2002
CERTIFICATION: Development Dimensions International (DDI) Certified
Facilitator
SKILLS: Microsoft Suite, Windows 7 and 8, Smart Board.
Contact this candidate