William E. McQueen Jr. 214-***-**** acp5qd@r.postjobfree.com

QUALIFICATIONS

Over 15 years of experience as a trainer and training manager delivering,

assessing, modifying and evaluating programsEvadiverseEuless, TX 76040

2202 to Lane audiences

Organizes and conducts training workshops for new and current employees

Assesses training needs and evaluates training effectiveness

Develops presentations, manuals, job aids and other references

Evaluates training effectiveness; modifies components or curricula as needed

Monitors training costs to ensure prudent budgeting and desired ROI

Maintains complete and accurate records of training status

KEY SKILLS

Advanced skills in Microsoft PowerPoint, Excel and Word

Devises and uses performance metrics to quickly identify performance issues

Works and communicates effectively with frontline to the C-suite employees

LMS administrator

PROFESSIONAL EXPERIENCE

ADT Security Services – Irving, Texas

Team Training Manager - Customer Care, May 2013 January 2015

Functioned as both manager and trainer for groups of 12 to 22 newly hired

customer service representatives and dispatchers

Managed each trainee’s performance with recognition, coaching, corrective

action or termination as needed

Modified content and delivery for audience size and learning styles

Conducted candidate interviews and recommended candidates

ADT Security Services – Houston and Carrollton, Texas

Sr. Training Specialist, Management and Leadership Development - 2006 2013

Managed and delivered leadership and management programs for sales,

installation, service and customer care managers across the United States

and Canada.

Delivered sessions on coaching, performance management, behavioral

interviewing, diversity, harassment and resilience

Partnered in course and curriculum design, revisions, updates and evaluation

William E. McQueen Jr. 214-***-**** acp5qd@r.postjobfree.com

ADT Security Services – Houston, Texas

National Training Manager - 1998 2006

Led and managed 10 training specialists in delivery of technicalTX 76040

2202 Eva Lane Euless, and customer

service courses for commercial security system installation and service

Developed policy and procedure manuals, technical documents and job aids

for servicing national accounts

Designed, assessed and modified custom service-delivery training programs

for several of the top 50 U.S. retailers and banks.

Developed the method and model for customized service-delivery solutions

for key accounts

EDUCATION and CERTIFICATIONS

James Madison High School, Houston, Texas - High School Diploma

DDI - Targeted Selection® and Targeted Selection: Quick Hire® practitioner

Center for Effective Performance - Certified Performance-Based Instruction

designer and course manager

Tracom Group - Certified Social Style facilitator

Resilience Alliance - Personal Resilience Assessment, certified

administrator/practitioner

Aubrey Daniels International - Precision Leadership practitioner

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