Training and Development
Resume:
Roderick M. Davis
Atlanta, GA 30324
***********@*****.***
SUMMARY
Accomplished leader of training and development business units.
Developed training curricula for software training, call center sales/customer service industry; Management/Leadership Development; soft skills, and product releases.
Developed leadership training program focused on competency building and manager readiness development.
Developed and conducted instructor-led new hire training programs.
SKILLS
Change management, leadership development, training assessment, innovative training initiatives, technical training, and training curriculum development.
Dynamic and engaging facilitation presenter.
Experienced instructional designer of blended adult learning activities utilizing various authoring tools and learning management systems.
Experience with various authoring tools such as Captivate, Camtasia, Articulate, and learning management systems.
PROFESSIONAL EXPERIENCE
BSI Software June 2015 – Present
Trainer/Instructional Designer
Create training documents such as user manuals, technical user guides, and quick reference guides; provide supporting course materials such as hands-on exercises and after-action evaluation reports.
Create web based and video training materials.
Collaborate with subject matter experts (SMEs) to design and implement training plans, curricula, learning resources, visual aids and presentations.
Conduct internal instructor led training classes for new hires and software updates.
Conduct external customer web-based training for new and existing customers.
NextGen Information Systems (Contractor) December 2013 – April 2015
Trainer/Instructional Designer
Senior Training Content Developer for the MEDES Project for the Missouri Department of Social Services developing instructor-led training solutions for IBM Curam Technology.
Create training content for various media: virtual training, e-learning and classroom training.
Create training documents such as user manuals, technical user guides, and quick reference guides; provide supporting course materials such as hands-on exercises and after-action evaluation reports.
Collaborate with subject matter experts (SMEs) to design and implement training plans, curricula, learning resources, visual aids and presentations.
Conducted training for software developers and UAT testers on deployment schedule policies/procedures, documentation procedures/library, task checklist, testing guidelines and defect reporting.
The Select Group (Contractor) March – December 2013
Trainer/Instructional Designer
Regional Trainer for the NC FAST Project for the Department of Health and Human Services developing instructor-led learning solutions and eLearning courses in IBM Curam Technology.
Conducted training classes throughout the state of North Carolina on new software application for Food and Nutrition Services, Medicaid, and other service programs.
Worked with Applications leaders and subject matter experts to design and develop course materials, gather information, and learning management system maintenance.
Participated in the course curriculum development, learning objectives, and hands-on scenario based exercises.
Content development of job aides, web-based training, and classroom materials utilizing Adobe.
Terrell Solutions (Contractor) January 2011 – March 2013
Training Consultant
Facilitated ongoing human resources/call center/leadership training and development for clients.
Worked with clients to develop a curriculum specific to their needs for leadership development, new hire orientation, federal and state required courses for health/social services non-profits, and human resources generalist functions.
Conducted classes in interviewing skills, coaching teams, team development, effective team management, developing leaders, effective communications, and supervisory development.
Life Extension June 2006 – October 2010
Director of Support Services
Managed three departments including three managers and 17 support staff (Human Resources/Recruiting, Training, and Quality Assurance)
Responsible for leading the group with dynamic strategies and practices to support the call center environment.
Managed four trainers for multiple site locations.
Developed and trained courses in software/technical training, leadership development, supervisory skills, coaching to skills, team building, diversity training, change management, disciplinary actions/improvement, and performance improvement.
Developed several successful programs to exceed monthly metrics/KPIs, lead customer survey/satisfaction program with an 85% response rate/88% customer satisfaction rate, and dynamic blended learning curriculum for call center.
Bluegreen Corporation April 2004 – June 2006
Manager of Learning and Development
Designed and implemented the customer service training program for the reservation call centers for two locations.
Led new hire training classes for agents including reinforcement and new product training programs Designed call center quality assurance program to ensure agents meet customer’s expectations.
Responsible for job coaching and support staff training for all property sites throughout the United States.
Developed training manuals on propriety front desk software/technical application for property sites.
ARC Broward March 2002 - April 2004
Training Manager
Designed, developed, and implemented training modules for managers/support staff in time management, diversity, coaching, leadership, communication skills, conflict resolution, and software applications.
Implemented and governed Learning Management System for tracking and reporting of training initiatives.
Designed training programs for community programs to generate additional funding for programs.
GEICO Insurance Company April 1997 - February 2002
Regional Management Trainer
Facilitated all new hire orientation classes, product releases, and soft skills training.
Developed the nesting program in which I directly supervised new hires for their first 3 weeks on the phones.
Developed and trained all aspects of training modules – conflict management, leading teams, supervisor preparation, soft skills, leadership, performance improvement, and sales.
Responsible for conducting ongoing training for all sales/service/claims representatives in the call center.
Dade County Public Schools August 1991 – April 1997
High School Teacher
EDUCATION/TRAINING/CERTIFICATIONS
Howard University Bachelor of Arts in Communications/Journalism
Professional in Human Resources (PHR) - Society of Human Resources Management
Certified Instructor – Ken Blanchard’s Situational Leadership Program
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