Manager Training

PAGE NELSON

**** ******* ***** ********, ******** 20109

571-***-**** acn9p5@r.postjobfree.com

SUMMARY

An innovative and results-driven TRAINING AND DEVELOPMENT

PROFESSIONAL, with progressive experience in instructional design

needs analysis, consulting, facilitation and the creation of training

and development programs for management and all employees. Utilizes a

variety of effective methods to design and deliver training modules

and programs, and implement and administer Learning Management Systems

(LMS). An engaging communicator and facilitator, who captures an

audience and successfully conveys information, achieving training

objectives and goals. Serves as a Performance Consultant and provides

consultation to improve an organization's effectiveness through

employee development and process improvements.

EXPERIENCE

AIRLINES REPORTING CORPORATION, Arlington, Virginia (1999-2014)

Manager, Learning and Development, 2007-2014

Learning Consultant, Human Resources, 2006-2007

Created and managed company's first employee development program. Designed

instruction and facilitated multiple training programs including enhancing

communication, managing conflict, improving my performance, and managing

change. Implemented and administered CERTPOINT LMS, and tracked

participation. Managed and developed vendor relationships.

. Proposed company's first employee development program, resulting in

the successful creation of the Learning and Development Department for

the organization.

. Performed annual needs analysis for the entire company, using employee

surveys. Designed targeted training programs, based on feedback, to

support organizational goals.

. Organized and facilitated DISC behavioral model to all employees,

providing understanding of different work styles and resulting in more

team engagement and productivity.

. Served as internal learning consultant to ARC management, providing

training needs analysis and training development.

. Responsible for the administration of the company's employee reward

and recognition program.

Manager, Business Continuity and Process Improvement, Human Resources, 2006-

2007

Served as project manager for corporation's first business continuity and

process improvement initiative, conducted process-mapping sessions by

department to identify efficiencies, system gaps and redundancies, and

identified processes consolidated and further automated. Conducted mapping

sessions, resulting in first review and documentation of ARC's daily

business processes.

. Completed year-long project to develop corporate headquarters'

business continuity plan, resulting in simulation of business

disruption and continuity of operations, and assisting ARC in passing

third-party security audit.

. Acted as internal operations consultant to aid in structuring and

implementation of remote agent program to support call center

continuity of operations.

Manager, Statistical Operations and Production Support, 2003-2005

Held responsibility for identifying, developing and implementing strategic

programs and processes supporting 83-member call center's cross-functional

work unit. Contributed to four-person management team and provided

detailed analysis of call center functional areas. Managed technical

support functions for agents and carriers, and provided detailed

statistical analysis of daily operations used by call center management.

ADDITIONAL EXPERIENCE

Manager, Accreditation, 1999-2003. Spearheaded complete reengineering of

Accreditations Information Center. Performed operational assessment,

identifying resource, training, telephone service, revenue management and

support functions deficiencies in need of redesign. Recruited, staffed and

trained new Accreditations Information Center Associates to achieve 94% and

above telephone service level, reestablished time service goals for support

functions and raised revenue management function to audit standard within

six months of initial operational assessment.

EDUCATION

PIEDMONT COMMUNITY COLLEGE, Charlottesville, Virginia

Degree in Applied Sciences

CERTIFICATIONS

Master Trainer Certification, Langevin Learning, Washington, D.C., 2009

Training Generalist Certification, Langevin Learning, Washington, D.C.,

2007

Instructional Designer and Developer Certification, Langevin Learning,

Washington, D.C., 2007

Achieve Global Instruction Certification, 2012

The Oz Principle Certification, 2010

Crucial Conversations Certification, 2012

FEMA, Emergency Planning, 2006

Red Cross, Introduction to Disaster Services, 2006

Red Cross, Mass Care, 2006

Red Cross, Shelter Operations, 2006

People-Oriented Problem-Solving, 2006

DISC Behavioral Model, 2006

ARC Facilitator Training, 2001

PROFESSIONAL DEVELOPMENT

Writing Skills for Trainers, Langevin Learning, Washington, D.C., 2007

Advanced Instructional Design, Langevin Learning, Washington, D.C., 2007

Marketing Your Training Internally, Langevin Learning, Washington, D.C.,

2007

Instructional Design, Langevin Learning, Washington, D.C., 2006

Training Needs Analysis, Langevin Learning, Washington, D.C.., 2006

Advanced Instructional Techniques, Langevin Learning, Washington, D.C.,

2006

COMPUTER SKILLS

Microsoft Office Suite, CERTPOINT LMS, Success Factors, Survey Gizmo

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