Customer Service Training

STEPHEN M. CATHCART

**** ******** **. *********, ** 28269

Home: 980-***-**** Cell: 704-***-**** Email: ***************@*****.***

SUMMARY:

Success-driven facilitator with more than 15 years of training experience working with a

diverse client base in developing and facilitating company’s training primarily within the

expertise of ethics, customer service, diversity, leadership and organizational development for

an average class of size of 25 or more.

EXPERIENCE:

McKenneth Group, LLC May 2013- Present

Principal

Evaluate training requirements for each client including SIEMENS Energy, SIEMENS North

America and the Virgin Islands Housing Authority.

Helped to design and implement new hire and leadership training for Celgard, LLC using a

$2 million dollar budget awarded to the organization by the Federal government.

Design, implement, evaluate and conduct training and other facets of workforce

development for SIEMENS Energy in conjunction with Central Piedmont Community College

utilizing a $5 million dollar budget awarded to the organization by the Federal government.

Consulting with department managers, HR and external resources.

Design and implement training programs and professional development courses to facilitate

meeting organizational goals and individual professional needs.

Estimate costs of training operations and subsequently managed them in accordance with

the budget to ensure maximum return on investments.

Determine potential of training programs for future needs of organization.

Assist human resources departments in designing appraisal programs and training

materials.

Central Piedmont & Rowan Cabarrus Community College June, 2005 - Present

Adjunct Instructor

Maintain strong relationships with the appropriate community college and local manufacturing,

warehouse and call center clients.

Develop and facilitate soft skills training, such as: ethics, diversity, and customer service skills

training to various employees within the appropriate industries.

Meet with clients to determine the needs of specialized training, develop training programs, then

execute company-wide training program.

Facilitate classes to mid and senior-level diversity company-wide training at Siemens Energy,

Mecklenburg County, Bonded Logistics, Celgard, LLC, and CIGNA Healthcare.

Assist program coordinators with marketing upcoming programs, class scheduling, and classroom

management.

Administer nationally recognized Career Readiness Certificate (CRC) assessments.

Adult Basic Education Instructor June, 2005 - Present

Plan and organize instruction in Basic Math and English for adults seeking their GED to maximize the

student’s learning.

North Carolina State University August, 2010 - Present

Graduate Assistant

Research, write and edit adult and community college education course material.

Collect data and conduct analysis for projects or to assist with applying for grants.

Participate in conferences and assist with student recruitment.

Facilitate doctoral classes for upcoming doctoral candidates.

Mecklenburg County Division of Social Service (DSS) January, 2009 – June, 2010

Strategy and Training Manager

Managed DSS Diversity Team and trained volunteers/interns on a $1 million budget.

Directed and coordinated leadership on various change initiatives to align with the agency’s vision

statement by utilizing change management techniques within the respective departments.

Incorporated and streamlined changes which saved the agency $20,000 per month.

Provided leadership in the execution of short and long-range goals and objectives to ensure effective

and efficient service delivery.

Created project plans for use in managing change processes, including process design, timelines and

how it would impact the staff.

Mecklenburg County Human Resources August, 2006 – January, 2009

Senior Training Specialist

Provided county-wide consultation for all agencies within the following departments: mental health

agency, sheriff’s department, parks and recreation, and etc., in the areas of professional and leadership

development services.

Designed, developed, and implemented new hire training process, customer service curriculum,

diversity, and personality trait training, such as DiSC.

Coordinated online and on-demand training for employees.

Provided technical expertise, career development coaching, and general facilitation services for

meetings and retreats.

Collaborated training with other departments and to develop strategic training and developmental

plans for the respective departments.

Administration of the online management system including system access and basic troubleshooting.

Organized instructional content in a logical and thoughtful manner using various e-learning software

solutions.

Worked closely with educators to target new e-learning topic inclusion for an online

learning management system.

Developed, conducted, and evaluated various training sessions and programs to improve the work

environment.

The department’s success rate improved by 97.5%.

CIGNA Healthcare in Charlotte, NC November, 1996 – March, 2005

Quality and Training Manager National Appeals Unit

Developed and maintained standard operating procedures for the National Appeals Unit by managing

a staff of 36 full-time employees and worked closely with all levels of management and staff to track

quality errors.

Stephen M. Cathcart Page 3

Interviewed, hired, and coached staff to maintain a positive environment with the internal partners.

Responsible for enacting numerous projects from conception to implementation.

Managed inventory database to report and track all incoming appeals for approximately 500 – 1,000

per day.

Streamlined mail intake processes which saved the company $16,000 per month.

Technical Trainer

Facilitated new hire customer

service, broad range of healthcare products, and Microsoft Office software classes.

Trained established representatives on new procedures, products and software.

Developed CIGNA wide training curriculum.

Reduced attrition rate by 93%.

EDUCATION:

North Carolina State University – Doctorate in Adult and Community College

Education –Human Resource Development (2009-present) All But Dissertation

North Carolina Agricultural & Technical State University - MS in Adult Education

North Carolina Agricultural & Technical State University - BA in History

CERTIFICATIONS:

Myers-Briggs (MBTI® )

Achieve Global Certified Trainer www.achieveglobal.com

Development Dimensions International, Inc. Certified Trainer www.ddiworld.com

Totally Responsible Person Certified Trainer www.trpnet.com

CompTiaTM Certified Trainer www.comptia.org

Mecklenburg County Diversity Program Trainer

AWARDS/HONORS

Kappa Delta Pi – education honor society

Award for Academic Excellence, NC A&T State University, 2003

REFERENCES:

Available Upon Request

Contact this candidate