Customer Service Management

Donna Cowan

Phone: 813-***-**** ********@********.**.***

EXECUTIVE PROFILE

Training and development leader with a passion for delivering the right learning solution to fit business needs. High-energy, results-oriented leader who can find solutions with no budget. Ability to lead teams to design and implement strategic learning solutions for employee education, leadership performance and technical job skills. Passion for building learning organizations.

Skill Highlights:

Project management

Leadership/communication

Instructional Technology

Technology orientation

Produce results with small budgets

Strategic outcomes

Self-motivated

Customer-oriented

Organizational restructure and change management

CORE ACCOMPLISHMENTS

Project Management:

Initiated Learning Management solutions which resulted in increased accuracy for compliance, ease of access to learning and increased outcome in proficiency.

Operations Management:

Created training departments from ground up.

Handled all functions related to compliance, on boarding, systems training development and delivery.

Staff Development:

Launched well-received program of professional development courses for leadership staff.

Delivered Cultural and Customer Service initiative company-wide to provide context and behavioral baseline for staff to follow.

Achieved 100% accuracy in health care accreditation compliance.

PROFESSIONAL EXPERIENCE

Health Utilization Management Company Tampa, FL 2009-present

Director of Learning and Development, Corporate Resources.

Accountable for all training functions including compliance, systems proficiency and managerial skills.

Create new revenue streams through state grants to offset cost of internal training by $25K.

Converted 90% compliance courses to online self-paced, increasing production time of staff.

Spearhead electronic learning management, resulting in 60% reduction in time to process manual transactions.

Direct project and implementation of training for new internal and external clinical systems.

Supported initiatives to implement and train systems such as Google Apps, phones, HR systems.

Instructional Design Contractor Current

Independent instructional design and development, including web design on a contract basis.

Wyndham Vacation Ownership Orlando, FL 2001- 2008

Director of Learning and Development, Leadership Enrichment 2006 – 2008

Managed a team of instructional design professionals, supporting leadership facilitators.

Customized programs to increase leadership bench strength within business units, increasing retention, and internal promotion to management roles thus reducing cost of hire.

Created a Linkage leadership module applying principles learned during a yearlong program designed to increase strategic leadership.

Managed capital and expense budget of $2M; benchmarked against industry standards.

Achieved the 2008 Wyndham Worldwide ‘You Made a Difference’ Award for design and development of an on-boarding program and customer service culture training program.

Team received the 2008 American Resort Development Association (ARDA) ACE Employer Award as director of development for a new hire program reducing 90 day turnover by 18%.

IT Director of Learning and Development – Wyndham 2001 – 2006

Created successful business case and design for company intranet using Microsoft SharePoint servicing 12,000 employees.

Designed and trained on four major applications with over 250 trainers, resulting in 5000+ persons trained; using web-based instruction saving $47K in travel costs.

Administered, negotiated contracts and tracked technical skills development for 800 IT staff.

Standardized design of internal IT communications with the result of 53% increase in internal customer understanding of critical IT support and product launches.

Developed training branding used companywide for training and technical document writing.

Unisys-Fiserv Support Division Tampa, FL 1991–2001

Client Training Director – Community Banking Division

Managed team which provided application installations; created training modules; conducted training and preformed customer support of back office checking statements storage and printing, and teller software applications for over 500 community banks within the U.S.

Produced efficiencies that reduced time to install and educate, saving $260K over a 3 year period.

Coordinated scheduling of training teams, providing services to over 120 banks per year.

EDUCATION

University of South Florida Tampa, FL 2006 - 2009

Masters of Education, Curriculum and Instruction, majoring in Instructional Technology.

University of Florida Gainesville, FL

BA – Business Administration. Finance Major, Marketing Minor.

US Air Force

Cryptographic Communications Equipment Repair, Washington D.C. and Cape Kennedy.

CERTIFICATIONS

Leadership Certifications

Linkage Leadership Academy, Wyndham

Franklin Covey 7 Habits and 4 Disciplines of Execution

DDI Interviewing Targeted Selection

DDI Leadership Skills IMEX Library

Dale Carnegie Leadership

Facilitator Certifications

DDI Facilitator Certification to deliver 50 leadership courses, including coaching, productivity, time management, behavioral interviewing, making business decisions, process improvement, leadership essentials, change management, from the DDI IMEX library.

Franklin Covey Presentation Advantage Facilitator Certification

Certified Project Manager (CPM)

Technical Skills

Instructional development applications

Windows and Microsoft Office expertise

Learning Management Systems

Web applications

MEMBERSHIPS AND AFFILIATIONS

National Membership, Association of Talent Development (formerly ASTD).

Member of learning and management communities of practice, to conduct research and stay current on technologies and training methods.

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