Sales Training
Resume:
Karen H. Sistare
Jacksonville, Florida
********@***.***
www.linkedin.com/in/karensistare
Experienced instructional designer and facilitator with demonstrated track
record of collaborating with business units to impact performance. Quick to
grasp and integrate support of business goals to enable a competent and
effective workforce. Lead, plan and manage learning solutions to create
positive outcomes.
Curriculum Design and Development
Needs Assessment and Analysis
Blended Learning & eLearning
Facilitation & Coaching
Measuring Results
Follow-up & Reinforcement of Training
Leadership Development
Performance Improvement
PROFESSIONAL SUMMARY
Florida Blue (Blue Cross Blue Shield)
Instructional Designer (Contractor)
2013 Developed instructor-led/online training to equip sales
personnel to implement new sales strategy and use
decision-making analytical sales tool. Partnered with
various business units, senior managers and Subject Matter
Experts to implement training, requiring the ability to
quickly learn new systems, industry knowledge and corporate
culture. Used ADDIE model to ensure business objectives
were met. Demonstrated success in working as part of
cross-functional team with aggressive timeline.
2012 Supported contact call centers and their goal for first
call resolution. Using the ADDIE model, designed, developed
and facilitated series of hands-on, creative service
lessons for agents to increase customer awareness and
reinforce behaviors needed to resolve the customer's issue.
Collaborated with the business to analyze the data; work
closely with Subject Matter Experts to target the required
behaviors; support the coaching strategy; implement the
training; and measure effectiveness. Participants and
business unit reported high level of engagement throughout
implementation, with an increased use of required behaviors
on the job.
August, 2011 to February, 2012 Winn-Dixie Stores, Inc.
Instructional Designer (Contractor)
Supported retail corporate strategy with three-day
leadership development program for new managers. Using
highly interactive classroom activities, managers learned
basic leadership and supervision. Program designed for
maximum reinforcement over three to five months, with
periodic online sessions, follow-up assignments and
assessments. Post-training surveys for participants and
their managers were built to assess the transfer of
learning after three and six months. Created detailed
facilitator guide; conducted train-the-trainer to equip
facilitators to effectively deliver training and apply
adult learning principles. Facilitators reported program as
one of company's most impactful for new managers.
1994 to 2011 Independent Training Consultant/Instructional Designer
Designed customized training programs for new hires and
existing employees, including operations training, customer
service, workplace habits, sales, communication, coaching,
and first line supervision. Provided supervisory tool kits
to ensure transfer of training and enhance retention of
skills. Client base included financial services (banking,
mortgage fulfillment), call centers, nonprofits and
telecommunications.
Major Accomplishments:
Bank of America: Designed training framework for launch of
new delivery channel; created call center training for
residential mortgage sales; developed 30-day training
program for mortgage fulfillment process.
RBC Centura: Conducted call center analysis and recommended
best practices to improve effectiveness; established
development paths for employees to achieve career
progression.
First Alliance Bank (EverBank): Shaped training and
implementation strategy to facilitate shift from operations
focus to sales focus.
Financial Selling Systems: Managed a project team to
upgrade and implement the firm's 24-month management
development curriculum; supervised the review process,
ensured quality deliverables and obtained buy-in from
executives and client leaders.
XO Communications: Created company-wide account management
training; created structure for leader development plans
based on 30, 60, 90 day milestones.
1987 to 1994 Barnett Banks, Inc., Retail Training Consultant and Product
Manager
Designed sales, service and product knowledge training.
Coached instructors on facilitation skills to ensure
effective delivery, through formal train-the-trainer
program.
SKILLS
Proficient in Microsoft Office (PowerPoint, Word, Excel); Captivate;
LeaderGuide Pro
EDUCATION
B.A., Economics, Wake Forest University (with honors)
PROFESSIONAL ASSOCIATION
American Society for Training and Development:
. Board member, Northeast Florida Chapter
. Board member and recipient, Golden Torch Award, Middle Tennessee
Chapter
. Currently pursuing CPLP (Certified Professional in Learning &
Performance), slated to obtain certification February, 2014
Contact this candidate