Training Manager

Mark G. Kriz

***** ** ***** **; Maple Valley, WA 98038 Email: ********@*****.***

Home Phone: 716-***-****; Cell 716-***-****

LinkedIn Address: www.linkedin.com/pub/mark-kriz/7/a15/916/

Training, Technology, and Projects

Professional Experience

Amazon Seller Partner Risk Operations; Seattle, WA 2/2017-Present

SPRO Training Manager for SEA, SJO, MNL

1. Manage a team of Training Specialists and support worldwide network of Trainers

across different languages and processes for virtual and in person training within

TRMS, including new site launches

2. Determine Training needs by analyzing quality impacting issues and derive a plan of

action to drive improvement

3. Track classes and assist trainers as an administrator of an LMS database.

4. Identify progressive contact center tools and technology enablers that will improve

effectiveness of training classes

5. Contribute to and influence the prioritization of key quality improvement projects and

process improvement opportunities

6. Ensure delivery and communication between learners, trainers and instructional

designers

7. Drive improvements in training performance innovating where necessary and sharing

best practices globally

8. Own the reporting and communication of training performance metrics to all the

relevant Stakeholders

9. Facilitate the recruitment and continuous development of trainers and facilitators to

support various learning initiatives

10. Liaison with Recruitment, Workflow and the Operations Team to update and publish

a Training Calendar for the sites and identify and provide support and guidance to

Temporary trainers

Amazon Seller Support; Seattle, WA 3/2015 – 2/2017

Outsource Training Lead

1. Partner with outsource vendors to assist with agent training

Train outsource vendor trainers

Build and implement a program that includes standard work processes and best

practices to facilitate train-the-trainer activities

Provide on-going support for the day to day quality and production of our

outsource agents and trainers

2. Develop and coach outsourcer trainers

Develop assessment collateral for the purpose of train-the-trainer activities

Effectively utilize the Learning Management System (LMS) outsource platform

and assist in management of the outsource calendar, curriculums, instructor

guides and reporting

3. Partner with the global outsourcing team to support our outsource agents and trainers

to achieve key quality success metrics and evaluate the effectiveness of training

and assess new learning initiatives for the purpose of skill development and

performance management

4. Additional Duties:

Confer with outsource management team and staff to determine training

objectives and deliverables

Develop training program outlines, instructor guides, job aides, handouts and

testing assessments for outsource agents and trainers

Schedule classes based on business needs and agent availability

Administer written and practical exams and write performance reports to evaluate

trainer performance

Participate in meetings, seminars, and training sessions to obtain information

useful for trainees and integrate information into agent training programs

Tata Consulting Services/Occams Resources; Shelton, CT 5/2013 – 3/2015

Manager of Training Quality and Curriculum; GE Contractor

1. Manage all aspects of training services logistics, new customer as well as follow up

Schedule ERP Training Classes in the USA, Europe, and Asia

Assign Trainers to classes

Assist new customers with questions about the ERP program

Assist with marketing the training classes to perspective sites

2. Manage a group of 5 Trainers

Assign Trainers to classes domestically and internationally

Evaluate Trainers during class delivery by attending their classes twice a year

Coach Trainers on Adult Learning, and best practices for delivery

Train the Trainers on new curriculums

3. Provide accurate and timely reporting on training service operations

Follow reporting on class student registrations

Report monthly statistics on classes, number of students, and advances to training programs

4. Train on site and on line as needed

Train 2 classes on site per month in various locations

Train online classes every month using Webinars

5. Assist with documentation development, and other duties as assigned

Develop new courses using various computer software programs (Microsoft Office, Adobe)

Update current training documentation

Create training websites as an advertising tool for classes and registration

Time Warner Cable/Adelphia; Buffalo, NY 12/2002 – 2/2013

Training Consultant for the High Speed Internet

1Train agents to trouble shoot High Speed Internet (HSI) and Products

2LMS Administrator

3Develop training documentation: Examples

o Anti-Virus Programs and how they Work

o Firewalls and how they Work

o Soft Skills; Delivering “Bad News”

o TCP/IP for Windows XP

o Telnet and Mail Servers

4Lead and develop Train the Trainer presentations

5Deliver Pilots; test new training initiatives

6Document new agent progresses

7Programs knowledge: PPT, Access, Word, Excel, Visio, Captivate, Acrobat

Time Warner Cable; Buffalo, NY 1/2011 – 2/2013

Additional Responsibilities

1Manage about 2000 Overseas Agents with training, reporting, training requirements, and training schedules (Convergys, 247, Startek, Knoah, Teletech)

2International travel to Outsource sites (Philippines, India, Mexico)

3Manage reporting on excel forms

4Upload forms to Access data base and present reports to Operations

5Host Training Management and Train the Trainer webinars

6Assist outsource vendors with issues and questions

7Participate in preparing Quarterly Business Reviews for five outsource vendor companies

Canisius High School, Buffalo, NY 8/1999 – 12/2002

Instructor

1Instruct mathematics, Geometry, Trigonometry, and Algebra

2Design new mathematic manuals

3Assist others with software applications

Canisius College, Buffalo, NY 8/1995 – 7/1999

1Design and implement retreat programs

2Assist with computer hardware and software needs

3Design the Campus Ministry web page

4Organize and direct retreats for college students

5Instruct Music Theory

6Assist in directing music at services

Jesuit School of Theology, Berkeley, CA 8/1991 – 6/1995

Computer consultant for faculty, staff and students

1Trouble shoot hardware and software issues

2Purchase and set up computers

3Instruct others in the use of hardware and software

4Build specialty computers

Xavier High School, Truk Island, Federated States of Micronesia 8/1988 – 6/1991

Instructor

1Teach mathematics, computer, and music theory

2Program accounting packages for the school

3Manage the student kitchen, all purchases

4Director of the summer school program (HAP)

5Interim maintenance manager

6Boarding School Cafeteria Manager

Education

11995 – Master of Theology and Master of Divinity,

o Jesuit School of Theology, Berkeley, CA

21988 – General Studies in Philosophy and Music Theory,

o Fordham University, NY, NY

31984 – General Studies in Philosophy and Theology,

o LeMoyne College, Syracuse, NY

41982 – Bachelor Degree in Business Computer Systems, ProgrammerAnalyst in Hardware and Software

o New Mexico State University, Las Cruces, NM

51980 – Associate Degree in Business Admin.

o Broome Community College, Binghamton, NY

References: Upon request

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