Training and Development Manager
Resume:
Laurie J. Saunders
Blackberry 703-***-**** E-Mail *********@*******.***
Career Objective:
My goal is to work with an employer who understands and employs proven instructional design practices, process improvement
and organizational effectiveness techniques.
Summary of Qualifications
Highly organized, detail-oriented manager. Able to improve organizational effectiveness and productivity through critical
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analysis and problem solving. Skilled in needs assessment.
Articulate communicator skilled in establishing rapport and developing strong relationships.
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Training career spanning 20 years; including progressive responsibility and levels of training leadership.
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Professional Experience
Simplexity, LLC
Training Manager for Internet-based Telecommunications, Reston, Virginia 2009 to 2014
Developed, organized, and conducted training and educational programs for offshore vendor agents in India and Philippines.
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Managed trainers in the development, testing and delivery of training programs and related materials to support company
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and partner training objectives.
Supervised Content Development vendor team.
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Managed eLearning (LMS) content and user maintenance.
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Conducted training sessions and developed criteria for evaluating the effectiveness of training activities.
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Researched audience appropriate and effective training technology – Skype, webinar, podcast and YouTube.
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NEMEA Security Services, LLC
Sales Assistant for Software as a Service (SaaS), Dulles, Virginia 2008 to 2009
Maintained Salesforce.com CRM for two sales teams, including two Directors of Sales and 9 Regional Sales Managers.
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Tracked sales metrics including sales pipeline, lead management and key performance indicators.
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Coordinated accommodations for tradeshow travel.
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Dewberry & Davis, LLC
Training Manager for PaRR Inspections project, Winchester, Virginia 2006 to 2007
Developed comprehensive training materials for all in-house functions of disaster related process.
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Maintained Training database with employees, position descriptions and required classes.
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Facilitated professional development resources to keep readiness staff active and motivated to maintain a sense of urgency.
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Coordinated the Quality Management System for ISO compliance.
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Metro One Telecommunications
Call Center Training Manager for Directory Assistance Vendor, Manassas, Virginia 2003 to 2006
Trained new directory assistance operators, covering customer service and rapport, database maneuvering and Company’s
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10 Quality Standards.
Monitored 100 operators for quality purposes, based on 10 Quality Standards, trained in new-hire classes.
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Managed local Quality Control team, consisting of Assistant Trainer and seven Lead Operators. Conducted calibration
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sessions to insure consistency.
Regional Training Manager, Beaverton, Oregon 1999 to 2003
Developed training materials and agendas for National Training team.
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Facilitated initial training for call center openings – CA, VA, TX, PA & FL.
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Effectively interviewed, hired and trained a cohesive Regional training team.
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Computer Skills
• 2007 Microsoft Office Suite
• Salesforce.com System Administrator
• Sharepoint Administrator
• SumTotal Systems – LMS Suite Administrator
• Seratel Transera and Dashboard Applications
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