Training Customer Service

MAISHA WILLIAMS

**** ******** **** *******, ** **616

919-***-**** accvx0@r.postjobfree.com

OBJECTIVE

To providing continuous improvement of learning opportunities within an organization, to ensure the maximum effectiveness of the

company's efforts and to manage and lead the assessment, design and delivery of training programs.

PROFESSIONAL EXPERIENCE

COLLEGE FOUNDATION, INC – Raleigh, NC 2002 to present

Corporate Trainer (2007 to present)

• Conduct training task analysis, gather/incorporate course content, apply instructional design theory and utilize

instructional technology tools such as Moodle to enhance learning and ensure that design and delivery are consistent with

identified learning goals/objectives.

• Considerable knowledge of and experience in curriculum design and developing training materials for adult learners.

• Solid knowledge and experience with eLearning technology and experience in developing instructor led and on-line

training courses as well as experience creating tests, surveys, and lessons learned reports based on course objectives.

• Ability to clearly communicate in oral and written form, and deal effectively with diverse groups to analyze, design, and

develop training content.

• Design, develop and update a variety of course content learning solutions (eLearning, Instructor-led training, virtual

training sessions, and self-study programs)

1. Provide training on operational and computer applications for content specific, customer service, policies, operational

procedures, compliance, and best practices.

2. Conduct training to approximately 250 employees on a wide variety of training courses.

3. Partners with employee development managers to plan, define and develop the overall training strategy for the

corporation.

4. Interacts with business unit and other management to determine training needs and priorities and implements plans.

• Oversees the design and development of training curriculum for on-site. Determines when, how and where learning

technologies should be used.

• Trains and evaluates employees to enhance their performance, development, and work product.

• Consult with content owners to develop content for learning objectives.

• Consult as instructional design SME for various learning products and tools.

• Conduct online web conference training using various web based software systems such as WebEx Conferencing

and MeetingPlace Express.

Client Relations Specialist (2002 to 2007)

• Administered the North Carolina College Savings Program for over 10,000 participants and companies.

• Assisted the Marketing Department in giving presentations to multiple clients throughout NC.

• Created, implemented and provided a training program for the NC 529 Program.

• Created, implemented and interpreted policies and procedures for the NC 529 Plan.

• Resolved all problems regarding participant’s accounts.

• Created daily, monthly and annual reports which track daily transaction, trends and growth.

WORKPLACE OPTIONS – Raleigh, NC 2001 to 2002

Human Resource Assistant / Employee Assistance Program Counselor

5. Served as a liaison for all aspects Work-life services.

• Developed scheduling procedures for organization.

• Implemented enrollment and exit interview procedures.

• Served as a witness in disciplinary action.

• Assisted in 401K and Health & Welfare enrollment.

• Provided benefit.

Continued…

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• Explained policies and procedures.

• Contacted local and national agencies regarding specific criteria.

• Provided referrals for topics such as: Medicare, Medicaid, private health insurance and child care services.

PRICEWATERHOUSE COOPERS – Cary NC. 1998 to 2001

Technical Analyst

• Supervised call center staff.

• Managed clients 401K, pension and health and welfare accounts,

EDUCATION

Masters of Education, Training and Development – Summa Cum Laude

NORTH CAROLINA STATE UNIVERSITY – Raleigh, NC

Bachelor of Arts in Communication, Interpersonal Communication Concentration

NORTH CAROLINA STATE UNIVERSITY, Raleigh, NC

CREDENTIALS

Certificate, E-learning Instructional Design

AMERICAN SOCIETY FOR TRAINING AND DEVELOPMENT – ONLINE

Certificate, Business Management/Human Resource Management

WAKE TECHNICAL COMMUNITY COLLEGE – Raleigh, NC

Non-certified, Adult & Pediatric First Aid/CPR/AED Responder

TRIANGLE AREA RED CROSS – Raleigh, NC

Specialties

Adult Learning Communication (Interpersonal) Training Professional Development Instructional and Facilitation

Instructional Design Development of E-learning material

Technical Skills

Microsoft Word Excel PowerPoint Lotus Notes Captivate FullShot SharePoint Publisher Online research using

Internet and data bases MeetingPlace Express SuccessFactors Learning Systems Ultipro Learning Systems Training

specialist and counselors on software applications

PROFESSIONAL AFFILIATIONS

American Society for Training and Development United Way Health and Wellness

TRAINING MATERIAL DEVELOPED

Performance Appraisal - 2012 Security Awareness - 2012 Created Training Webpage in SharePoint 2008 and 2012

Conflict Management -2013

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