Training Customer Service

Professional Summary:

Motivated, corporate trainer, public speaker and instructor who exceeds in the ability to deliver comprehensive training modules. Articulate professional adept at facilitating training sessions. Exceptionally skilled at managing diverse groups for team building events.

Qualifications:

Curriculum development and assessment

Motivational

Results Oriented

Strong public speaker

Former athlete NFL Giants

Cross-training specialist

Radio broadcasting

Engaging and Energetic

‘Time To Teach’ April 2015 – Present

Essential Strategies for Classroom Management

National training program specifically designed for school teachers. Program consists of five components proven to cut down low level discipline by over 80%. Thus providing teachers more ‘Time To Teach’.

Plainfield School District

SSP America Jan – June 2016

JFK Terminal 4, Jamaica, New York

Responsible for actively leading store operations, staffing, customer satisfaction, training and team development for all unit (32) locations.

Achieved an increase in sales from 17% to 22% within 8 months for 21 restaurant store locations.

Diligently reinforced significant changes in customer service engagement teaching staff to provide a “better experience for the traveler”.

Mermet, Cowpens, SC 2014-2015

Territory: NY, NJ, CT and PA

Newly created training and accredited training program for Architects and Designers:

“The Fundamentals of Solar Screen Fabrics”.

Accomplished AIA Certification to teach accredited continuing education (CE) courses

Completed 40 Lunch and Learn sessions in first year.

Hospitality Growth Solutions 2009-2014

Territory: St Lucia, Barbados, Naples FL

Developed training modules for hotels and resorts in the Caribbean and Naples, FL

Topics include but not limited to: The Positive Approach to Managing People, Ethics, Hospitality, Customer Service, Violence in the Workplace, Sexual Harassment Prevention, Case for Retention, Positive Living.

Responsibilities:

Organized training programs specific to corporate variety including hospitality, customer service training, employment law and policy and procedure.

Consulted on ethics training programs with companies providing information on value of programs for reductions of lawsuits and legally required training -

Consulted with international hotel companies on, projecting positivity, managing people and understanding of North American consumers.

Continuously evaluate the training needs of business and make adjustments to programs.

Hunter Douglas 2004-2009

Upper Saddle River, NJ

Territory: National US

Responsibilities:

Customized Corporate Leadership training for executives to help develop their people to reach a higher level of performance.

Facilitated programs and delivered presentations on policies and procedures for 32 divisions, including Canada and Europe. Utilized local laws and corporate policies resulting in a reduction of company lawsuits and helped retain valuable employees.

Presented ethics training for company executives, general managers, controllers and HR reps at national and international corporate events to ensure an understanding of company-wide support of corporate values.

TRAINING PROGRAM SUMMARY

Sexual Harassment Prevention Dealing with Conflict

The Role of a Positive Supervisor Approach to Managing People

Performance Planning and Monitoring Violence in the Workplace Prevention

Additional:

2005 – Present: “Athletes Helping Athletes”

Adelphi University; Spring Semester

Instructor

Classroom setting where high school students were taught how to develop and deliver a 15 minute verbal presentation utilizing their personal stories which illustrated a positive experience of their life.

Students are academically accomplished and chosen by their Athletic Directors to attend my workshop.

Topics include: Hard work pays off and Perseverance builds character

1995 – Present: Motivational speaker for sports and government organizations with focus on a positive lifestyle, drug free living and ethics. Consultant for diversified businesses such as; non-profit organizations, public and private schools (grade 8-16) along with Fortune 500 Corporate Leaders.

Organize and manage football camps for under privileged children. Guest speaker and presenter for Big Brothers and Big Sisters of America.

NFL Alumni

Awarded two time leading rusher - New York Giants

WFAN radio broadcast

Memberships

Society for Human Resource Management (SHRM), American Management Association (AMA) Member of ASTD American Society for Training and Development

Education

Texas Tech University Lubbock, Texas

BA - Bachelor of Science in Sports Broadcasting; Minor – Sociology

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