Customer Service Training

Steven C. Baker

Chicago, IL ***** 312-***-****

adjrzo@r.postjobfree.com LinkedIn

Executive Summary

Learning and development leader with 18+ years’ experience and in-depth expertise across multiple industries.

High-achiever and innovator of customer service and leadership development programs before they were seen as “best practices.” Adept at taking a consultative approach with human resources, sales, operations, and other functional areas to refine business objectives, analyze needs at the foundational, developmental, and managerial levels, and develop scalable solutions to address performance gaps and strengthen the organization.

Areas of Expertise

Performance Improvement

Leadership Development

Adult Learning Theory

Needs & Gap Analysis

Strategic Planning

eLearning & Blended Learning

Learning Management Systems

Instructional Design

Staff Training & Development

Performance Support

Motivational Coaching

Recruiting

Onboarding

New Unit Openings & Acquisitions

Customer Service

Professional Experience

ENLIVANT, Chicago, IL

Vice President, Learning and Development, November 2013 - October 2018

Directed learning and development team. Conducted needs analysis, defined metrics, and initiated synthesized training solutions for performance improvement. Developed an enterprise-wide learning strategy embracing people, processes, and technology. Integrated a cross functional communications strategy with human resources, operations, sales, and care teams.

Recognized as TPG’s Turnaround Company of the Year, 2017.

Created leadership competency model with company specific and functional knowledge, skills, and abilities.

Organized annual leadership conference with response, scoring a total of 98% Outstanding and Very Good rates over last three years during tenure.

Developed comprehensive onboarding and ongoing training process contributing to a 23% increase in revenue.

Introduced and integrated blended learning methodology into training interventions.

ROMANO'S MACARONI GRILL, Dallas, TX

Vice President, Learning and Development, March 2011 - November 2013

Revitalized internal training program; reduced classroom time in favor of on-the-job training and clearly defined performance objectives.

Redesigned and rebuilt the customer service model to improve guest service; achieved 14% increase in Net Promotor Score.

Developed a leadership competency model, improving organization's human resources processes including recruitment, on-boarding, performance management and leadership development.

Designed and delivered three-day leadership program for restaurant leaders. Conducted 10 sessions with over 600 attendees. Received 92% Excellent and Very Good ratings.

Revamped front and back-of-house team member training; reduced cycle time by 30% and costs by 23%.

Customized development program for each management role.

Collaborated in designing rollout process for all new menu items and limited time offers, including step-by-step DVDs and rollout guides, plating guides, and performance support.

SCB CONSULTING, Chicago, IL, July 2009 – March 2011

Principal

Advised organizations on best practices in learning and development. Provided guidance on restaurant operations and training to improve guest service, and operational efficiency.

MORTON'S THE STEAKHOUSE, Chicago, IL

Director, Training, July 2000 - July 2009

Oversaw $2.8M training department budget. Administered mentoring program for newly promoted regional and general managers.

Implemented Morton’s University, management training at all levels; realized over 800 graduates.

Streamlined process for opening new steakhouses, reduced opening costs by 15%.

Additional Experience

Manager, Performance Development THE CHEESECAKE FACTORY, Calabasas Hills, CA

Director, Employee Development APPLEBEE'S INTERNATIONAL, Overland Park, KS

Education and Credentials

Bachelor of Arts., Education

NORTHERN ILLINOIS UNIVERSITY, DeKalb, IL

Certifications

Human Capital Strategist, Human Capital institute

Foodservice Management Professional (FMP), National Restaurant Association

Professional Development

Creative Training Techniques

Professional Affiliations

Council of Hotel and Restaurant Trainers (CHART)

Served on Certification Governing Board of Educational Foundation of the National Restaurant Association

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