Customer Service Training

Lora Gulley

**** ********* ***** ( St. Louis Missouri 63033 314-***-**** (

****************@*****.***

QUALIFICATION SUMMARY

Dynamic facilitator with a proven track record of designing, facilitating

and evaluating high-impact training solutions for private and public

service-driven companies. History of building key relationships,

collaborative work teams and partnerships at multiple levels to promote

maximum performance and business outcomes.

KEY ACCOMPLISHMENTS

. Customized and implemented a Leadership and Coaching Institute for middle

and direct-line managers resulting in 20% increased employee retention

and 10% decreased employee grievances.

. Designed and delivered high-impact customer service curriculum for a mid-

size, service-oriented company that yielded increased employee

efficiencies and higher levels of customer satisfaction and retention.

. Facilitated identification of strategic funding priorities for a major

public sector organization resulting in achievement of optimal investment

outcomes.

. Facilitated strategic planning initiative for regional PR and marketing

association resulting in a 20% annual membership growth.

. Consulted/Coached senior leadership team of 100 year old service-oriented

organization to identify HR 'best practice' approaches that contributed

to enhanced service-delivery model and aligned with strategic business

goals.

PROFESSIONAL EXPERIENCE

Maternal, Child and Family Health Coalition St. Louis, MO

2011 - Present

Director of Programs

. Leveraging strategic partnerships across health, social service,

business, and faith-based sectors to support and expand coordination,

collaboration and service-delivery within maternal child health.

. Design strategies to encourage active participation of public and private

sectors to ensure all services are effectively provided. This includes

fostering relationships among the coalition and community partners,

working together to meet the funding deliverables, community and provider

education, and policy promotion.

. Management of public and private grants - within budget, within

regulations, timely reports and effective communication with funder.

. Coordinate evaluation of projects with external evaluators.

Maryville University, College of Arts and Sciences, St. Louis, MO

2010 - Present

Adjunct Faculty

Promote collaborative learning environment and develop framework for

building critical thinking and assessment skills. Facilitate Introduction

to Sociology and Social Work course with diverse student populations.

IMPACT Training and Consulting, LLC St. Louis, MO 2009 - Present

President/CEO

. Facilitate engaging and effective learning events to all levels of

leadership; provide follow-up coaching to participants and their managers

to build leadership skills.

. Manage process for evaluating program effectiveness, audience learning

and alignment with strategic goals; analyze and interpret results,

recommend improvements to achieve better results.

. Analyze organizational barriers to worker productivity and design

learning events and tools to strengthen work place culture and improve

performance outcomes.

. Consult with service organizations and small businesses to design,

develop, and deliver comprehensive learning processes that build

workforce capacity.

. Design and implement evaluation metrics to measure business impact of

learning and organizational development solutions.

Lora Gulley

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Washington University, Brown School of Social Work, St. Louis, MO

2008 - Present

Adjunct Faculty

Facilitate two graduate level courses Social Work Practice with

Organizations and Communities and Social Work Practice with Children in

Families - graduate level practice course for building a comprehensive

approach to working effectively with organizations/communities and

children/families. Promote collaborative learning environment and

introduce ecological framework for building and strengthening assessment

and critical thinking skills.

Family Resource Center, St. Louis, MO 2006 -

2009

Training Director/Program Manager

Managed day-to-day training operations for large service-oriented

organization resulting in hiring and retention of high-quality staff.

. Designed, developed, marketed and delivered high-impact

curriculum for diverse audiences on a wide range of topics

including leadership, conflict management and team-

building.

. Conducted annual needs analysis with 6 departments at multi-

locations to identify changing learning needs.

. Provided coaching with leadership team on specific

strategies for maximizing employee and team performance

goals.

. Prepared and managed annual learning budget to support the

learning needs of multi-disciplinary teams at multiple

locations.

. Managed internal/external relations with vendors,

consulting agencies and partnerships.

Interim Executive Director, Family Support Council 2005 -

2006

Managed day-to-day operations of a private not-for-profit training

organization; Facilitated strategic planning processes to assess program

strengths and viability; Built and sustained collaborative relationships

with community stakeholders; Monitored financial commitments; and

facilitated merger integration with larger not-for-profit organization.

Family Support Council, St. Louis, MO 2001 -

2004

Training and Technical Assistance Coordinator

Designed, developed and led professional development opportunities for

multi-level staff for community-based service agencies.

. Managed process improvement strategies resulting in successful

implementation of training and organizational change initiatives.

. Created standardized training curricula for front-line professionals

resulting in increased employee satisfaction and retention, enhanced

service delivery and improved outcomes for clients.

. Built successful track record of coordinating and conducting workplace

analysis and assessing organizational training needs.

Twenty-Second Judicial Circuit Court, St. Louis, MO

1998 - 2001 Lead Mediator, Family Court - Juvenile Division (1999 - 2001)

Developed and trained court personnel, community organizations and lay

people involved in litigation proceedings on effective communication and

collaboration strategies. Mediated win/win solutions while managing

multiple disputing parties toward resolution.

. Mediated sensitive custody matters requiring diplomacy, robust listening

and conflict management skills, as well as frequent and open

communication.

. Designed and implemented Missouri's first Dependency Alternative Dispute

Resolution Program with over 80% documented settlement rate of mediated

cases.

Deputy Juvenile Officer (1998 - 1999)

Conducted and analyzed needs/risk assessments of delinquent youth in time

sensitive environment. Delivered accurate testimony to support treatment

recommendations for delinquent youth.

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Visiting Nurses Association, Omaha, NE 1997 -

1998

Medical Social Worker

Created a seamless process for disadvantaged populations to access health

care and social services, including a crisis intervention program.

. Designed and implemented an interactive teenage pregnancy prevention

program, targeting incarcerated mothers re-entering society.

INTERN EXPERIENCE

United States Postal Services, Omaha, NE

1996 - 1997

Employee and Workplace Intervention Analyst Assistant

. Successfully mediated EEOC complaints to build and preserve

employee relations and reduce the number of worker

grievances filed.

. Analyzed individual and organizational barriers to worker

productivity and designed training programs and tools to

strengthen work place culture and improve labor relations.

. Conducted focus groups and culture analysis to evaluate and

enhance workplace environment.

EDUCATION

Peru State College-Peru, NE 1990-1994

Bachelor of Science

Double Major - Psychology/Sociology

University of Nebraska at Omaha- Omaha, NE 1994-

1997

Masters of Social Work

Certified Business, Family and Divorce Mediator, St. Louis, MO

1999

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