Management Customer Service

fabrice de saint juery

Miami, FL 786-***-**** *************@*****.***

summary

Learning and organizational development professional with over eleven

years of human capital management experience, skill and leadership

development with focus in the hospitality sector.

education

COLUMBIA UNIVERSITY, TEACHERS COLLEGE, NEW YORK, NY - M.A.,

ORGANIZATIONAL PSYCHOLOGY

Syracuse University, Syracuse, NY - B.S., International Marketing and

Business Management

Skills Profile

9 years corporate learning and development experience with an

international luxury hotel group for over 1500 employees yearly.

2 years of experience within an internal consulting group at a top 5

management consulting firm

Improved overall business results by partnering with department heads

to diagnose performance issues, identify gaps, and recommend

appropriate trainings.

Myers-Briggs Type Indicator (MBTI) Certified

Fluent in English (native) and French (native); Conversational Spanish

Employment History

Training Manager 11/2012 - present

Trump International Resort - Sunny Isles, FL

Plans, implements and delivers training programs

in accordance with luxury hotel standards by

partnering with leadership to achieve high

organizational performance and exceed business

objectives.

Conducts weekly insurance audits utilizing

analytical and quantitative techniques to ensure

effective and superior customer service

standards.

Develops and oversees the Departmental Trainer's

Program, promoting hotel training culture within

all levels of the organization, while creating a

sustainable environment of continuous learning.

Ensures compliance and accurate record keeping

for all training and development initiatives;

including but not limited to, on-the-job

training, sales techniques, safety practices and

management development.

Organizational Development Specialist 6/2011 - 8/2012

Norwegian Cruise Lines - Miami, FL

Provided organizational design, development,

effectiveness & leadership development

assistance to support organizational goals.

Designed learning processes & content, develop,

deliver and facilitate training.

Coached managers and VP's to increase leadership

effectiveness.

Regional Corporate Training and Development 10/2002 - 6/2011

Specialist

Sofitel Hotel & Resorts - U.S.A & Canada

Designed and delivered training to over 1500

ambassadors within 11 different hotels utilizing

blended training delivering options to engage

different learning approaches.

Served as leadership and management performance

improvement consultant by advising, coaching,

and counseling management on development

opportunities and create individual development

plans.

Created programs and processes required to

facilitate change and obtain results, managed

team interventions and change management

initiatives with departments across the

organization.

Coached high potential internal candidates and

strengthened talent management processes to

retain and develop future organization leaders.

Co-designed all training materials including

guides, participant and facilitator guides and

presentations.

Developed company-wide on-line learning

curriculum for different levels of the

organization based the assessment of core,

professional and leadership competencies.

Conducted training and coaching sessions

designed to enhance interpretation of

performance feedback (Myers-Briggs Type

Indicator) and to facilitate managers in the

setting of personal and developmental

performance goals.

Performance Management Consultant 11/1999 - 10/2001

Cap Gemini Ernst & Young - New York, NY

Led strategic processes that aligned business

strategies, supported organizational

effectiveness, and drove a performance culture.

Re-designed and implemented performance

management system for internal and external

clients resulting in the first single unified

performance management database.

Created and implemented performance management

best practices survey to tap both internal and

external resources to ensure current performance

management processes were "state of the art".

Designed ongoing tools, trainings and processes

to strengthen counseling teams.

Continuously assessed a leadership program aimed

at accelerating readiness and leadership

capabilities of high potential individuals.

Additional coursework

CORE ESSENTIAL COACHING COMPETENCIES CERTIFICATION (COMPLETED -

10/2013) - COACHU, INC

Activities

VOLUNTEER, AMERICAN SOCIETY FOR TRAINING & DEVELOPMENT (ASTD)- MIAMI,

FL

South Florida Organization Development Network - SFLODN - Miami, FL

French American Chamber of Commerce - FACC - Miami, FL

International Coaching Federation - ICF - Miami, FL

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