Customer Service Training
Resume:
DAVID C. BLANKENSHIP
Bethlehem, PA 18018
610-***-**** accud1@r.postjobfree.com
http//www.linkedin.com/in/DavidCBlankenship/
Instructional Design, E-Learning, Performance Improvement
and Corporate Training Professional
Skilled Corporate Trainer and Program Developer with an impressive record of creating training
programs and training aids for an industry leader in office and time management products. Known for
managing training projects from needs analysis through program implementation with metrics to measure
effectiveness. Experienced in creating highly effective videos, manuals, e-learning, and classroom
training programs. Regarded for outstanding writing, editing and effective presentation skills. Additional
experience as an operational supervisor.
Additional Core Competencies and Strengths:
• •
Instructional Design Techniques E-Learning/Blended Learning
• •
Electronic Trading Portals Media Production
• •
Training Needs Assessment Technical Writing / Documentation
• •
Customer Service Program Training Electronic Performance Support Systems
• •
Meeting and Training Facilitation New Hire Training
• •
Operations Training and Coaching German Professional Working Proficiency
PROFESSIONAL EXPERIENCE
Day-Timer, Inc., East Texas, PA 1988 - 2013
Day-Timer is a wholly-owned subsidiary of ACCO Brands USA LLC and a leading supplier of office products with
worldwide scope.
Electronic Order Processing Supervisor / Billing Analyst 2010 - 2013
• Utilized Oracle Order Management and various trading portals such as Ariba, SAP, Wide Area
Work Flow (WAWF), and InvoiceWorks to streamline the invoice process
• Interfaced with Information Technology group, Sales and the external customer to enable
electronic processing of orders and invoices via Electronic Data Interchange (EDI )
Performance & Accomplishments
Onboarded trading partners / streamlined billing processing using automated electronic means
Documented Electronic Order Processes for retention of corporate knowledge
Senior Training Associate 1997 - 2010
• Conducted needs assessment, researched, designed, developed, implemented and evaluated
training programs for Day-Timer Operations personnel
• Implemented and maintained electronic performance support systems, i.e. Windows help and
mainframe-based help system
• Performed duties as Webmaster for Day-Timers' intranet
• Utilized PowerPoint, Adobe Acrobat Professional, Robo Screen Capture, Captivate, Articulate,
ToolBook Instructor, Microsoft Office Suite, Adobe PhotoShop, Adobe Illustrator and Goldwave to
develop media resources for learning
• Used Toolbook authoring software to create e-learning standard (SCORM) learning modules
• Utilized video tape and non-linear editing to produce internal corporate communication releases
• Coached CEO, VP and managers in presentation skills for video
David C. Blankenship (Resume Continued) Page 2
Performance & Accomplishments
Developed major training programs for New Hire Training, Customer Service and Collections
Reduced new hire training time by more than 35% through use of a Learning Management
System (LMS) and blended online learning approach
Implemented communications campaign to increase call center sales by more than 10%
Training Associate/Junior Training Associate 1991 - 1997
• Assisted with the research, design, development and implementation of training programs for
Operations
• Produced and directed video for internal corporate communications, catalog roll-out, and safety
compliance purposes
• Implemented in-house closed-circuit television information network
• Maintained mainframe parts data and help system
• Researched and created lesson plans / learning content utilizing solid instructional design for
multimedia development
Production Coordinator 1988 - 1990
• Designed workbooks, job aids, notebooks, visual aids and manuals for training programs
• Coordinated production, printing and copying of training materials
EDUCATION
Syracuse University, Newhouse School of Public Communication
Bachelor of Science, Communications
AFFILIATIONS / COMMUNITY INVOLVEMENT
American Society for Training & Development, LV Chapter, Past Chapter Administrator
Delaware-Lehigh Amateur Radio Club - VP and Member of the Board of Directors, Emergency
Management Net Control, Extra Class Amateur Radio License
Bethlehem-Schwäbisch-Gmünd Association - Host German visitors and translate German as needed,
Member of the Board of Directors
Bethlehem Musikfest Association - Media Relations Committee, Communications Committee
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