Training Manager

Camille L. Bedard

Home: 978-***-****

** *** ****** ****: 978-***-****

Lowell, MA. 01854 Email: **********@*****.***

Highlights

Instructional Designer

15+ Years in Training

Strategic Thinker

Excellent Interpersonal and Coaching Skills

PowerPoint - Proficient

Exceptional Communicator

Microsoft Excel – Advanced

Leadership/Team Builder

Camtasia - Advanced

Cross-Training Specialist

Webex - Advanced

Extensive knowledge of adult training methods

Captivate 360 - Intermediate

Excellent Writing Skills

SharePoint - Intermediate

Works Independently but prefers collaboration

Certified in Soft Skill Training

Understands “What’s in it for them?”

PROFESSIONAL NARRATIVE:

ZWICKER & ASSOCIATES, P.C. – Andover, MA

Director of Training (2014 – 2016)

Redesigned the outdated New Hire training program including all associated training material and created a working, robust, comprehensive and user-friendly training program assisting hundreds of new collectors, litigation assistants and attorneys in getting their careers started at Zwicker & Associates.

Rolled out monthly training presentations for our clients; American Express, Synchrony Bank and Discover. Each client had their own training agenda that required my management and tracking to ensure compliance.

Tracked completion of all monthly mandatory client training for 650 Zwicker & Associates employees and 500+ Network Attorneys across the country.

Managed the daily activities of 4 Employee Development Managers (2 in Andover, MA and 2 in Hebron, KY) to ensure that all Z&A new hires and existing employees were tracked, trained, and their performance monitored throughout their tenure.

Manage staff performance reviews and ongoing professional development

Redesigned the software training portion of the training material to make it more relevant to the screens used by the collectors and litigation staff.

Worked with the existing trainers to develop 30-60 day reviews for new hires to make sure they, and our training are on the right path.

Design and delivered an Active Listening and Negotiations workshop. This was an interactive workshop that we delivered to 160 collectors in 2 weeks and delivered to any collectors who were struggling with successful negotiations with right party contacts.

30% travel to the Kentucky office to ensure that training was universal at both locations.

COURION CORPORATION – Westborough, MA

Course Development and Training Contractor (2013 – 2014)

Modularize Courion’s 5 day Access Assurance Suite training class

Learned Courion’s Access Assurance Suite in order to segregate each module and become a subject matter expert.

Redesigned the flow of each module so they can each stand alone.

Added a backstory to each of the labs to make the training more applicable to the attendees.

Added a glossary of terms containing 40+ industry related terms.

Represented the Training Department in the Cross Functional Software Release meetings.

Updated the training material to the latest version of the UI.

Became proficient using SQL Management Studios in order to test the training modules.

Gained a working knowledge of Active Directory and account provisioning.

Using Camtasia, created pre-requisite training videos on “About Courion”, “Installations and Deployments” and “Being a Courion Administrator”.

Initiated the knowledge-transfer to Professional Service Engineers to assist in their one-on-one customer training.

Successfully delivered on-site training to customers.

Trained new full time Trainer.

BLUECOW SOFTWARE - Lynnfield, MA

Manager of Installations and Training (2009 – 2013)

Managed a team of 5 Trainers and 6 Support Analysts including their reviews and professional development.

Identified gaps in the installation/training process and identified personnel issues needing resolution.

Hired and trained new personnel.

Developed a training ‘University’ for internal staff for consistent technical knowledge transfer.

Created documented processes used by all Installers and Trainers from that point on.

Created on-line help documentation for Ignite and ensured the documents were consistently kept up to date.

Held Discovery Business Analysis meetings with new customers to understand how they run their business.

Captured test data from our new clients and, once converted, performed QC on that data prior to installation.

Installed Ignite on site and trained the end users.

Delivered hundreds of training Webinars using GoToMeeting and Webex.

Created end user training video library using Camtasia

Maintained internal support documentation through SharePoint.

Handled all customer complaint issues.

Managed and chaired the yearly off-site 2-day User Group Meeting.

XACTLY CORPORATION – Lowell, MA

Training & Support Consultant (2007 – 2009)

Designed, developed, documented and delivered 2-day Compel® Compensation Analyst Training to new users.

Designed, developed, documented and delivered 2-day Advanced Reporting class to seasoned compensation analysts.

Designed, developed and delivered Train-The-Trainer webinars for end user training

Traveled extensively training clients at their site and hosted public classes at the Centive home office

Created and maintained PowerPoint presentations for class

Updated User Guide and all other training material

Created and maintained Training Course Surveys

Maintain Salesforce.com Training database.

Contact clients for training class cross-selling opportunities on courses that might benefit them.

Work with Compel Product Manager on new product release features:

Contact client base via Salesforce.com Mass Mailing feature regarding new releases and database maintenance windows.

Update user guide on an ongoing basis

Schedule and deliver a minimum of 3 Webinars to existing 120+ clients featuring the new Compel product features for any scheduled release.

Deliver on-line webinars to Compensation Administrators and End Users (Sales Reps and Executives) on specific Compel modules when requested.

Created recorded demos on product features via Webex.

METLIFE AUTO & HOME, Tewksbury, MA

Massachusetts Auto Claims Adjuster – Property Department (2002 – 2007)

Handled call center auto claims.

HARTE HANKS, Billerica, MA

Employee Development/Training Manager (1995 – 2002)

Promoted to Employee Development Manager to facilitate all corporate training for internal employees. Estimated growth of position to cover up to 10K employees worldwide.

Worked closely with HR to create a professional development matrix to assist employees in assessing their development needs based on their career path.

Began Management Certification Process.

Managed the project to switch internal staff from using Lotus Notes to using Outlook. Trained 125 employees on Outlook.

Formed and chaired a quality action team chartered to create a new employee Recognition program that was adopted by management. Budget $25,000 per year.

Formed and chaired a quality action team chartered to create a program to improve employee retention resulting in Senior Management sub committees being formed.

Promoted to Supervisor of Client Access Tool and Soft Skill Training group.

Researched, evaluated and selected a new Customer Support Training Vendor. Presented recommendation to CEO and Senior Executive staff resulting in corporate employee training commitment of $145,000.

Designed, developed and delivered Nedit (UNIX editor) training to 120 analysts within the Harte-Hanks Billerica facility.

Trained new analysts in UNIX and Mainframe processes.

Designed, developed and delivered a Welcome Wagon training course for new hires. Training included Lotus Notes Email, Phones, Intranet, and Timecard System etc.

Received certification in facilitating Achieving Extraordinary Customer Relations.

Received certification in facilitating Zenger Miller’s Leadership 2000 management training.

EDUCATION: University of Lowell, Lowell, MA

Completed coursework in the Business Management Bachelor’s Degree Program.

CERTIFICATIONS: AchieveGlobal International, Tampa, FL

Certified in facilitating “Achieving Extraordinary Customer Relations”.

Certified in facilitating “Train the Trainer”.

Certified facilitator in “Management Training”.

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