Training Supervisor Experiential Learning

Gregory D. Groothuis

n 480-***-**** n

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

Professional Summary

With more than 18 years of experience in Organizational Training and Development, my expertise has allowed me to help individuals and organizations become their best. Reviewing my resume, you will see I'm results-driven and, have improved individual and organizational metrics wherever I have been. My educational background in T&D, my training in Experiential Learning, and my 17 years of experience training onsite or virtually make me an excellent candidate for your team.

Experience

Allstate Identity Protection,Scottsdale,AZ

Training Supervisor, 11/21-9/2022

Hired to create and develop training department for Allstate identity Protection (AIP).

Develop training programs for new hires and existing employees. These programs include New Hire training for AIP, soft skills, up training, and refresher trainings.

Responsible for preparing company employees transitioning from CSR to SST service platform.

Develop and grow training department by mentoring training assistants.

Create and develop entire training department for Allstate Identity Protection (AIP).

Create and develop new hire training including technical and soft skill programs.

Improved the new hire pass rate from 50% to 98%

Improved new hire performance transitioning to the floor from a 65% being prepared to perform tasks and duties to 93%. (85% of all new hires received awards for customer service while in nesting compared to 35%)

Mentored four-six training assistants developing and improving understanding topics ranging from Adult Learning Theory through training techniques.

Manage classroom sizes of 10 employees (in house and virtual) with courses lasting four weeks.

Collaborates with AIP Senior Vice President, Directors, Managers, and other related business partners to update training material as production expectations evolve, targeting actions and behaviors that drive elevated performance.

Evaluates New Hire employee progress during training period to business leaders using performance metrics and observational approaches

Maintains LMS training records, rosters and reports, classroom set-up, scheduling

Onboarding of new hires.

JFQ Lending Scottsdale, AZ

Training Specialist II, 1/2021 – 9/1/2021

NMLS# 2012158

Key Contributions

Hired to develop and facilitate training programs for new hires and existing employees to complete 20 hours of Pre-Education and then pass the National S.A.F.E Exam.

Improved percentage of employees passing exam from 57% to 91% (last three classes 80.6%, 86.7%, 90% passed exam)

Improved average of those who passed the exam from 77.8% to 84.7%

Train Mortgage Loan Originators to complete the S.A.F.E. exam classes sizes of 10-25.

Manage classroom sizes of over 20-30 employees (in house) with courses lasting four weeks.

Collaborates with JFQ Lending Directors, Managers, and other related business partners to update training material as production expectations evolve, targeting actions and behaviors that drive elevated performance.

Evaluates New Hire employee progress during training period to business leaders using performance metrics and observational approaches

Maintains training records, rosters and reports, classroom set-up, scheduling of guest speakers.

Mr. Cooper Chandler, AZ

Training Specialist II, 7/20- 1/21

NMLS# 2012158

Key Contributions

Hired to develop and facilitate training programs for new hires and existing employees to complete 20 hours of Pre-Education and then pass the National S.A.F.E Exam.

Train Mortgage Loan Originators to complete the S.A.F.E. exam.

Manages classroom sizes of over 50 employees (in house and virtual) with courses ranging from 1 week to 5 weeks.

Designs, creates, and develops learning solutions to meet needs of the business using models such as ADDIE, ROPES, and Kirkpatrick Model.

Collaborates with Cooper Coaches, Managers, Principals, and Executives and other related business partners to update training material as production expectations evolve, targeting actions and behaviors that drive elevated performance.

Evaluates New Hire employee progress during training period to business leaders using performance metrics and observational approaches

Maintains LMS training records, rosters and reports, classroom set-up, scheduling of guest speakers.

Inovalon Technologies Phoenix, AZ

Operations Training and Development Administrator, 07/18 – 5/20

Key Contributions:

Hired to develop and facilitate training programs for new hires and existing employees over the five lines of business (over 150 employees) from Medical Record Collection through member facing lines of business such as scheduling Telehealth appointments and scheduling appointments through Walgreens/CVS walk in clinics. This included but not limited to: technical software including Safhire, ITCC, Google meeting, etc. and soft skills comparable to Overcoming Objections, Effective Communication, etc.

nResponsible for development of associates, creation of training material, facilitation and testing of learners.

nSupervised/Managed 25 associates in the customer facing side of business.

nDeveloped training curriculum which improved productivity from 75% to 90%, QA scores from 80% to 95% and above, and reduced attrition from 50% to less than 10%.

nDeveloped innovative and interactive methods of learning to increase learner retention.

nProvide one-on-one coaching and feedback to learner’s side-by-side using follow up instruction.

nHelped create and maintain training calendar for Phoenix Office.

Jones, Skelton & Hochuli Phoenix, AZ

Training and Development Specialist, 01/15 – 3/18

Key Contributions:

Hired to develop and facilitate training programs for new hires and existing attorneys and legal support staff (over 200 employees). This included but not limited to technical and soft skills.

nResponsible for development of training department, instructional design, material creation,

facilitation and ongoing uptraining and testing of learners.

nResponsible for the roll out of new software firm wide. This included setting deadlines for

completion, maintaining those timelines and overseeing the IT department's implementation of

new software (BigHand, GoToMeeting, etc.).

nCo-creator of Jones, Skelton & Hochuli University (JSH U) and all its material.

nDeveloped innovative and interactive methods of learning to increase learner retention.

nIncreased staff software competency from 50%- 85% and above.

nProvide one-on-one coaching and feedback to learner’s side-by-side using follow up instruction.

Specialized Loan Servicing, Tempe, AZ

Corporate Trainer II- 02/14 – 01/15

Key Contributions:

Hired to develop and facilitate federal and proprietary training programs for new hires and existing agents (300 employees). This included but not limited to technical and soft skills.

nResponsible for ensuring agents and learners pass 100% of the federal mandated regulation training (RESPA, GLB, etc).

nDeveloped innovative and interactive methods of learning to increase learner retention.

nIncreased staff software and customer service competency.

nConducted training classes of new hire and existing employees (class size 6-12 adult learners).

nProvide one-on-one coaching and feedback side-by-side instruction.

Teletech Corporation, Phoenix, AZ

Corporate Trainer-Hyundai Customer Connect Center, 05/12 – 01/14

Key Contributions:

Hired to develop and facilitate training programs for new hires and existing agents (125 employees). This included but not limited to: technical and soft skills.

n Major contributions made in the development of the Hyundai Customer Connect Center training curriculum and facilitation of information to learners. Helping the Phoenix site being named number one ranked call center worldwide for company. (Number one out of thirty countries.)

n Facilitated the launch of Discovery Learning Program.

n Created and revised activities/curriculums/procedures for the Tier 1 and Tier 2 agent trainings. (Improved average performance of trainees from 2.5 average performance score to 3.5 or better on a scale from 1-5.)

n Conducted training classes of new hire and existing employees (class size 18-32 adult learners) on Internet research, Iris, Siebel software, and on-the-job training.

n Involved in weekly Quality Assurance (QA) calibrations to ensure consistency between Training and production.

n Provide one-on-one coaching and feedback to agents using either EyeQ or side-by-side instruction.

n Earned high marks for the quality and creativity of classroom instruction when training new hires on organizations Siebel software.

Provident Savings Bank, Redlands, CA

Trainer, 02/2001- 6/2002

Key Contributions:

Provided training to new employees and internal/external clients on technical issues.

Conducted training classes of new hire and existing employees 1-23 students on computer skills (the

internet, MS Office, mortgage software), and on-the-job training.

Responsible for training all eight branches on any changes in federal regulations 150 employees at

100% proficiency.

Created workshops on topics such as Team Building and Learning Styles for managers.

Created and taught training classes for various technical and soft skills

Earned high marks for the quality and creativity of classroom instruction when training new hires on organizations mortgage software.

Established positive relationships with branch managers and employees improving inter-agency

relationships between mortgages and banking while “growing” employees skill base.

Education & Credentials

MARSHALL UNIVERSITY — Huntington, WV

Master of Science in Organizational Training & Development (Adult Technical Education), Summa Cum Laude

Bachelor of Arts Psychology, Cum Laude – Athletic Scholarship

PHOENIX COLLEGE – Phoenix, AZ

Certified Paralegal Program

Certified Life Coach - Fowler Wainwright International-Phoenix, AZ

Trained in Experiential Learning (low ropes) Dr. Tom Smith

https://www.linkedin.com/in/gregory-groothuis-4bb8914a/

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