Customer Service Sales

Richard J. Leonard

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

Phone: 512-***-**** Round Rock, Texas 78664

PROFESSIONAL SUMMARY

Award winning Learning and Development professional adept at managing projects and collaborating

with cross-functional teams to assess needs and develop training programs, I/T systems, and

business tools. Recognized for innovative blended training programs, scenario based instructor led

courses and implementation of E-learning technologies.

AREAS OF EXPERTISE

Training Sales, management, product, software, I/T hardware & customer service

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Analytics Process improvement initiatives, needs assessment, measures & metrics

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Instructional Design Blended learning, instructor led training, online learning content

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creation, assessments, job aides, curriculum design, simulation & game

design.

Project Management Definition, design, planning, development, testing and

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implementation

Presentation Instructor led training, facilitation, virtual classroom, coaching &

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mentoring

E-learning technology Implementation of E-learning software and Learning Management

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Systems

Superior Health Plan Austin Texas

Senior Instructional Design Consultant September 2014 - December 2014

Consult with senior management on new hire productivity issues to determine if the solutions were

training, process or systems.

• Identified selection criteria for new hires was less than the minimum requirements for the

positions. Updated requirements, implemented selection testing and behavioral interview

questions.

• Replaced video new hire orientation with a facilitated two-day new hire orientation. First

month retention went from 30% to 85%.

• Created new hire resource guide. Provide participants and managers with a step-by-step guide

for getting the new hires access to systems and resources needed to perform work activities.

Dell, Round Rock Texas

Senior Technical Training Consultant June 2012 – February 2014

Manage cross functional teams to develop training and reference materials for new and existing data

center products. Team lead for the reengineering of tech support new hire programs. Responsible for

the role based new hire programs integrating the following curriculums, company orientation,

professional skills, procedures, technology, product and tools for job.

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• Incorporated virtual classroom technology into engineering knowledge transfer briefings. The

change enabled European representatives to attend the live event and tripled the number of

people trained.

• Designed the new hire training program for the "Call center of the future". The training

shorten ramp time by 20% allowing phase two, to launch 3 months ahead of schedule and the

core content was made the standard for all new hire tech support programs moving forward.

• Improved instructor lead training feedback by replacing software demonstration with hands one software

simulations. The simulation allowed participant to learn at their own pace and gave the instructor time for

individual coaching.

• Developed a worldwide online new product train the trainer calendar for global training teams. It was the first

time you could see all new product training in one spot resulting in fewer conflicts and make up sessions.

American Express, Round Rock Texas

Training Manager March 2010 – May 2012

Collaborate with Business Travel leadership team to integrate the sales process into the training curriculum through

instructional design. Oversaw the design and development of all product and systems training for our global

sales audience. Managed 4 instructional designers, 2 programmers, one LMS administrator and our

Learning Management System vendor.

Facilitated the development of the new instruction design process. The new process shorter

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development times, increased interactivity in the courses and improved level one scores 30%.

Standardized the online development tools and implemented the Articulate Presenter reducing

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production expenses by $60,000 dollars per year.

Reengineered the learning management system to improve the participants and managers

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experience. Made courses and reports available in one click and simplified compliance monitoring for

managers.

Dell, Round Rock Texas

New Hire Training Program Manager June 2005 - March 2009

Worked with enterpirse business leaders to align the new hire program with the business strategy. Managed the on

boarding curriculum, the new hire workshop and the weekly training tutorials. Kept the new hire

program up to date by collaborating with the instructional design team, 93 presenters, and multiple

program managers. Designed and implemented the departments learning portal. Managed technical

and sales training courses delivered across the Americas.

• Reduced new hire ramp time by 30% and the retention rate of new hire went from 60% to 92%

when the orientation went from a one week class to a blended learning program focused on giving the new hire a

fast start.

• Received a Vice President Achievement award and the Cross Business Functional award by developing and

implementing custom learning paths for the six I/T positions . The learning path approach was replicated globally.

Collaborated with the sales advisory council to develop the ASG mentor program and

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reduced the orientation time for new employees. Six mentors were promoted and mentoring is

now required to be considered for management.

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Richard J. Leonard

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

Phone: 512-***-**** Round Rock, Texas 78664

Developed the New Hire Tool Kit which shortened the ramp time for new hires by 2 weeks.

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The job aide compiled all of the resources a new hire needed to get up and running into one

document.

• Doubled the attendance at the live event and tripled the number of replays of the recordings

when the weekly training courses were converted from a teleconference to a virtual classroom

using Live Meeting.

Client Product Training Program Manager February 2004 – June 2005

Established a strong working relationship with sales leaders, program managers and marketing managers to

ensure the client product training program was aligned with business strategy. Simultaneously managed multiple

cross functional product launch teams made up of SME’s, vendors and marketing managers. Selected

& managed the contracts/vendors for instructional design and job aides.

• Revolutionized the approach to product launches resulting in sales 120% of forecast. The new

product launch training program consisted of a presentation, job aides, scenarios, activities and

online training.

• Awarded an Individual Achievement Award for the new approach to product launches and the

number of people trained went from 400 to over 3,000.

• Drove the development of a scientifically designed job aid that contributed to the most

successful launch of a client product in the company’s history.

Learning Architect January 2001- February 2004

Collaborated with business leaders, learning executives and vendors to architect and implement the E-learning strategy.

Established standards for E-learning design and media development.

• Implemented $1.5 million technology-enabled training solution for new hire sales

representatives which reduced overall ramp time for sales reps from 7 weeks to 3 weeks.

• Increased the capacity of the Learning Content Management System by 300% by selecting and

implementing a new LCMS. All phases of the project came in on time and under budget.

• Architected an online reporting system to make training reports available instantly online

replacing manual reports and reduced the budget by $100,000.

Performance Consultant October 1999 - January 2001

Consulted on customer service representative training issues, uncovered the problems and

implemented solutions. Established the customer service training curriculum. Managed 2 instructional

designers, 2 trainers and 2 programmers.

• Received a management recognition award by producing the customer service representatives

opening script. .

Developed the first new hire training program adopted company wide. Worked with management

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teams in all of the customer service departments to staff and fund the project.

Minimized customer escalations by developing the company’s first online procedure manual.

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Guide One Insurance, Des Moines, Iowa

Sales Training Manager April 1997 - June 1999

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Worked with business leaders and established training strategies aligned with business priorities. Developed sales

training, product training and a management development curriculum. Supervised 4 trainers, 3

instructional designers and vendors.

•Received CEO Achievement Award, grew sales by 127% and retained 94% of the management

team, by designing a transition training program.

Produced business and marketing models as a part of the management curriculum. The resulting

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plans were compiled and used to determine the company’s entire business and marketing strategy.

Exceeded sales forecast by 29% by developing a marketing theme for the launch of a new casualty

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product line. The product launch kit gave the sales audience a complete system to sell and market the

product.

Principal Financial Group, Des Moines, Iowa

Senior Training Associate November 1993 - April 1997

Created and implemented sales training programs, schools and materials. Managed the development

of software programs used in recruiting, training, and product launches. Lead cross-functional special

projects.

Received an achievement award at the national sales convention for the

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development of Agent Career Essentials (ACE) workbook. The workbook consolidated thousands of

pages of text into an easy to use self -paced training program.

Designed the Learning Management System (LMS) used to support sales representatives. The

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system enabled the implementation and tracking of the sales training curriculum.

EDUCATION

• Bachelor of Arts, Saint Michael’s College, Burlington, Vermont: Major: Business Management

• Master of Management Science Program, Aurora University, Aurora, Illinois: Completed 18 credit

hours

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