Customer Service Project

Richard Crabbe

*** *********** ****** *******, ******* T2Z 4W8

403-***-**** cell

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

Professional Profile

As a learning and development professional I am experienced in the development and delivery of both soft skills and technical training utilizing a variety of creative and innovative blended learning solutions and technology. I am skilled in the use of most E-Learning development platforms including Storyline, Camtasia, Captivate and uPerform as well as most learning management and content management

2 years project management

16 years developing and delivering instructor led training

14 years of progressive project and team management experience

12 years leadership driven supervisory experience

6 years technical writing experience

5 years developing and implementing online learning solutions

Professional Experience

Manager

Alberta Government Environment and Parks, (Seasonal) June 2016 – Current

Supervise and schedule staff in processing a variety of product transactions and customer interactions

Develop and implement training and performance management programs for seasonal sales agents to ensure high quality customer service

Implement and train staff on procedures for client service, training, money handling, point-of-sale equipment and data reporting,

Act as an on-site contact for technical issues related to digital transactions, and assist staff if equipment, phone or data lines, computers, etc. require servicing

Act as a point of contact to ensure communication site staff, administration, Conservation Officers, Managers, Infrastructure, and consultants

Support front line staff in providing area information and orientation to visitors with a focus on public safety in an engaging, professional, and informative manner

Project Manager

Xerox Learning Services

Clients

Ernst & Young, March 2015 – May 2016

Suncor, PIP Project (SAP) February 2014 – March 2015

Responsible for managing the full lifecycle of learning development projects, including design, development, quality assurance and deployment

Accountable for the on-time and on-budget delivery of a group of projects ranging from $100k to $1 million each in value

Identify and mitigate project risk

Manage, coach, train, and evaluate teams consisting of 5 to 25 people. (Learning Analysts, Instructional Designers and Graphic Designers)

Provide effective and timely feedback on performance

Manage project infrastructure, which includes work environment, technology and tools, training, and morale

Manage daily project team activities including progress, customer interactions, issue resolution and issue escalation

Manage the customer relationship, including status meetings, gathering customer requests, maintaining customer satisfaction, billing preparation, and status reporting

Consultant

Strategic Direct Marketing Group, March 2010 – February 2014

Developed content for Smart Technologies Inc. internal social media policy and guide

Developed content for Canalta Hotels customer loyalty program and employee user guide

Provided consultation services and learning needs analysis for several projects utilizing Camtasia, Storyline and Captivate

Learning and Organizational Development Specialist

United Farmers of Alberta, June 2009 – February 2014

Collaborated with multiple business partners to analyse gaps, prioritize needs and develop blended approach learning solutions

Ancile uPerform project lead, trainer and administrator

Key contributor for the implementation of the Learning Management System

E-Learning Developer

Defined and implemented document management standards and a training and sustainment strategy for the SAP Optimization Project

Conducted business needs analysis for process improvement, skills matrix and learning map development

Developed and facilitated various instructor led and synchronous web based sessions

Facilitated new employee training and onboarding

Assisted the HR team to implement the SAP Security Redesign Project

Actively supported all departments with process improvement and support resources

Training Lead /Instructional Designer - SharePoint Project

Enbridge, April 2009 – June 2009 (Short Term Contract)

Developed training strategy for SharePoint implementation

Developed training presentation for SharePoint implementation

Developed training documentation for SharePoint implementation

Trainer/Training Lead /Instructional Designer

Petro-Canada, March 2007 – March 2009

Project Positions Held

Fort Hills Phase 1 Trainer / Phase 2 Training Consultant

Mclaren Document Management System v3.6.2 Upgrade Project Training Lead

Refinery Conversion Project Post Project Training Lead

In-Situ/Core Projects Trainer

Online Learning Management System Administrator

Fort Hills Change Management

Training Development and Deployment

Conducted business needs analysis to determine process and software training needs

Developed process and software training material in alignment with principals of adult learning

Classroom deployment and sustainment instructor delivered training to over 2000 individuals for the following courses:

McLaren Document Management System

Webtop Documentum

Tag and Document Registry

Train the Trainer

Project Information Management Overview Courses

Project Standards and Procedures

Developed training deployment and sustainment plans

Deployed training to 18 external contracting partner firms and 5 internal business units

Online Learning

Conducted Business Needs Analysis to determine Online Learning platform requirements

Researched online learning solutions and provided purchasing recommendations

Developed online training to meet the requirements of a variety of business audiences

Implemented Online Learning System

Defined Online Learning business processes

Participated in Communication Plan

Change Management

Conducted Stakeholder Needs Analysis

Conducted Impact and Gap Analysis

Conducted Risk Analysis

Reported findings and recommendations

Facilitated change and ensured alignment was maintained

Account Manager

Indel-Davis, 2006 – 2007

Managed corporate accounts in the Oil and Gas industry as well as the Graphics industry

Achieved ranking in the top 3 sales professionals for highest profitability (Q4 2006)

Built professional, solution-focused relationships with account holders

Created and managed departmental Key Performance Indicators

Vocational Specialist

Community Neurorehab Services, 2002 - 2006

Responsible for securing vocational and volunteer positions for brain injury clients

Facilitated presentations to potential employers and provided employer education and coaching

Built professional, solution-focused relationships with clients and employers

Developed treatment plans and summary report documentation

Facilitated changes to client's employment including changes in hours, tasks, and wage

Managed potentially negative situations and negotiated for positive outcomes

Effectively communicated within an interdisciplinary team of professionals

Developed and reported on Key Performance Indicators

Effectively managed the clients progression toward meaningful employment

100% of all clients completing program were employed at discharge

Manager

Auto Value, 1992 – 2002

Managed auto parts retail location 1998 - 2002

Successfully implemented solution-focused problem solving and coached staff to provide the highest level of customer service

Maintained the operational effectiveness and the profitability of the store

Assisted in the development and implementation of policies and procedures on a corporate level

Weapons Technician / Instructor

Canadian Armed Forces – Reserve, 1987 – 1999

Attached to the district Battle School as an instructor teaching basic recruit, combat leadership, method of instruction and driver's courses (1989-1997)

Trained in several different trades and held qualifications as a Vehicle Technician, Mobile Support Equipment Operator and Weapons Technician

Effectively led teams of +40 members

Managed the safe and efficient operation of the weapons shop and small arms ranges

Coached members in the operation of small arms

Retired at the rank of Sergeant

Education

Mount Royal University, Adult Educator Certificate 2013

Western Leadership Training Centre, 2001 Professional Management Training Program

SAIT, 1998 Automotive Service Excellence Certification Automotive Parts

Viscount Bennett, 1988 Introduction to Psychology

Viscount Bennett, 1988 Business Administration

Central Memorial High School, 1988 General Diploma

Continuous Learning

7 Habits of Highly Effective People – Franklin Covey

Crucial Conversations – VitalSmarts

Standard First Aid

Volunteer Activities

Push to Open Nature Society 2010 - 2012

Organizer for the Calgary Single Parents Support Meetup Group 2006 - 2010

Corporate Challenge 2007 - 2010

Christmas Hamper Project 2007-2009

Red Cross donations processing 2002 - 2007

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