Customer Service Training

Michelle Faith

**** * ******* *****, *****, Arizona 85283 ? Mobile Telephone:

623-***-****

? Email: **************@*****.*** ? LinkedIn: www.linkedin.com/pub/michelle-

miki-faith/66/326/a92/

Phlebotomist/Training Instructor with 10+ Years of Experience

Program Scheduling & Coordination/Instructional Design & Delivery/Group

Collaboration & Facilitation

Professional Summary

. A results-driven and employee-focused Divisional Training Instructor

contributing extensive experience successfully leading and educating

front-line employees leveraging a combination of classroom learning

techniques; proven ability to proactively identify internal gaps,

develop constructive relationships with a broad group of cross-

functional business partners and establish a cooperative climate

across multiple departments/levels.

. Skilled coordinator, presenter and facilitator with a knack for

fostering consultative alliances with support staff and management and

developing and implementing explosive strategies that lead program

teams to success; capacity to manage multiple projects and tasks

simultaneously and build winning environments that consistently add

value, deliver measureable results and enhance organizational

viability and growth.

. Superior interpersonal, organizational, analytical and assessment

skills; strong written, oral and technical aptitude.

Core Competencies

Program/Project Oversight Instructional Employee

Design/Delivery Assessment/Supervision

Curriculum Team Training/Development CLIA/OSHA Compliant

Design/Modification Phlebotomy

Virtual Classrooms/Webinars Organizational Compliance Automated Red Blood Cell

Collection using the Alyx

System

Performance Budget Knowledge of Aseptic

Evaluation/Testing Planning/Facilitation Technique

Technical Expertise

? Online Virtual Training Environments (WebEx Training Center) ? Microsoft

Office (Word, PowerPoint, Excel, Outlook)

Professional Experience

American Red Cross Oakland, CA/Phoenix, AZ

Oct. 2003 - May 2013

Divisional Instructor III/Supervisor of Instruction

Spearheaded the scheduling, coordination and management of various

divisional and regional learning programs for a world-wide institution

whose mission is to prevent and alleviate human suffering in the face of

emergencies.

. Planned, scheduled and executed workshops, committees and conferences

designed to promote phlebotomy technique as well as customer service

and communication skills to new employees; maintained an up-to-date

training and events calendar for the organization and prepared weekly

reports on educational programming.

. Trained new and incumbent staff, following Federal Drug Administration

(FDA), American Association of Blood Banks (AABB) and local laws and

regulations; collaborated across advisory groups, educational

committees and departments, as well as other field teams, to uncover

performance gaps and occupational needs; performed ongoing assessments

and updates of coursework and curricula.

. Conducted extensive research on adult learning principles to enhance

employee engagement and ensure training program processes, content and

equipment are aligned with industry trends.

. Facilitated and administered program budgets in excess of $500K;

recommended, ordered and authorized the purchase of new instructional

materials, supplies, equipment and visual aids to meet educational

needs.

. Observed regional instructor staff to evaluate performance and

recommend changes; monitored their continued training, coordinated

scheduling and managed bi-weekly payroll for up to 10 employees.

. Coordinated and facilitated Train-the-Trainer programs and

conferences; provided staff with updates on new classroom procedures,

instructional materials/equipment and teaching aids.

. Continuously monitored and documented new hire and annual training for

all collections staff in the Northern California Region via the

Learner Management System (LMS) database.

Additional Experience: Senior Phlebotomist, Sonora Quest Labs/LSA, Phoenix,

AZ, Jun. 1999 - Aug. 2003

Designations/Specialized Training

? NCCT Certified Phlebotomy Technician

Education

Coursework Completed toward an Associate's Degree in Communication Glendale

Community College, Glendale, Arizona - Pima Medical Institute, Mesa,

Arizona - High School Diploma, Alhambra High School, Phoenix, Arizona

. LinkedIn: www.linkedin.com/pub/michelle-miki-faith/66/326/a92/

. Email: **************@*****.***

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