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Customer Service Program Manager

Location:
Lawrenceville, GA
Posted:
December 12, 2023

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Resume:

THOMAS M. POWE III

ad1wf6@r.postjobfree.com C: 678-***-**** Riverdale, GA 30296

tpowe2001.myportfolio.com

Summary

Looking to obtain a position within a challenging field in a dynamic environment that will enable me to use my education, organizational skills and technical background to implement strategies and techniques for company products and services.

Skills

● ADOBE CREATIVE SUITE CC

● ADOBE PREMIER PRO CC

● ADOBE PHOTOSHOP CC

● ADOBE ILLUSTRATOR CC

● ADOBE CAPTIVATE 2019

● ARTICULATE 360

● CAMTASIA 8

● MICROSOFT OFFICE 360

● MOODLE 3.3

● SNAGIT

● TALENT LMS

● VYOND

Experience

Delta Airlines Atlanta, GA

Program Manager

02/2022 - Present

Lockheed Martin Aerospace Company

Greenville, SC

Instructional Systems Developer

04/2021-02/22

Delta Airlines Atlanta, GA

Senior E Learning Designer

08/2018 - 02/2020

Program Manager eLearning designer (contractor) for Aircraft Customer Service (ACS Learning & Development) department for above and below wing training .

● Developed the Aircraft Lead Agent (ALA) facilitator guide and learner guide for below wing customer service ramp training

● Developed online eLearning courses for above wing customer service training. Courses included: Self Service Digital Amenities, Redcoat, QLX and Knowledge Management (KM)

Instructional Systems Developer (ISD)/contractor for the Greenville, S.C.,

(GSO/Donaldson Air Force Base) training department. ILT courses developed: Introduction to Structures, Blueprint Readings, F-16 Assembly Drawings, F-16 Duct & Hoses.

Senior E-Learning designer/contractor in the ACS cargo department. Contract extended in 2019. Courses developed: ULD Container Buildup, Live Animal Checklist and

ULD Container Buildup Video (Manager: Chris Betke).

● Implemented employee training programs to improve performance and productivity

● Built and updated evaluation and survey tools to monitor and improve effectiveness of courses

ZAXBY'S FRANCHISING, LLC Athens,

GA

Senior E Learning Designer

08/2016 - 08/2018

Designed and developed compliance courses for franchises. Courses developed: Micros POS for Micros, Active Shooter, PTSDR and Reasonable Suspicion (Manager: Daisy Hall).

LEXISNEXIS Alpharetta, GA

Instructional Designer

01/2015 - 02/2016

Instructional designer/contractor on the insurance training team. Courses developed: Quick 2's, Knowledge Shares, C.L.U.E. and Current Carrier

(Manager: Christa Brown).

● Utilized knowledge of industry best practices to improve upon existing training methods.

● Developed and improved curricula, course formats and lesson presentations for diverse topics.

COX MANHIEM/CRYSTAL EQUATION

Atlanta, GA

Instructional Designer

03/2014 - 06/2015

Instructional designer/contractor responsible for development and design of vehicle car auction podcasts and mobile learning initiative (Manager: Paul Matts).

● Instructed adult learners on topics such as presentation development, team leadership and business writing.

AIRTRAN AIRWAYS/SOUTHWEST

AIRLINES Atlanta, GA

Multimedia Developer

08/2006 - 08/2014

Multimedia developer responsible for the development of e learning courses for more than 4,000 customer service ramp agents nationwide. Also developed federally mandated courses along with homeland security. Responsible for more than 65 courses (Manager: Shane Williams).

Education and Training

Grambling State University Grambling, LA

Bachelor of Arts in Mass Communication

05/1997



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