Training Manager Customer Service

LW Larry Winbourne

Wilson, North Carolina ***** 252-***-**** *****@***.***

PROFESSIONAL

SUMMARY

Training Manager motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.

Energetic Training Manager successfully exceeding employee performance goals through implementation of rigorous training protocols. Efficient manager of operational budgets and resources, consistently supporting robust program despite occasional constraints. Determined trainer and program coordinator in implementation of training practices aligning with strategic vision. Team-oriented self-starter bringing 40 years in training, staff development, management and human resources. Exceptional communication, analytical and organizational skills.

Team-oriented Training and Development Coordinator competent in developing training processes and procedures for human resources teams. SKILLS Flexible and Adaptable

Self-Motivated

Teambuilding

Decision-Making

Multitasking Abilities

Excellent Communication

Analytical and Critical Thinking

Teamwork and Collaboration

Dependable and Responsible

Written Communication

Planning and Coordination

Organization and Time

Management

Attention to Detail

WORK HISTORY TRAINING MANAGER 09/2019 to 09/2022

BHT Inc Rocky Mt, NC

Conducted orientation sessions and organized on-the-job training for new hires.

Trained new hires to perform cross-training exercises with experienced workers.

Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.

Organized and edited training manuals, multimedia visual aids and other educational materials.

Led daily, weekly and monthly coaching, counseling and feedback sessions.

Coordinated ongoing technical training and personal development classes for staff members.

Managed all exempt employee coaching, training and performance improvement actions.

Trained staff during demonstrations, meetings, conferences and workshops.

Managed new employee orientation training process for more than 600 employees each year.

Researched and obtained relevant course materials to achieve training objectives.

Directed field training to enhance participants' skills. DIRECTOR OF OPERATIONS 06/2005 to 02/2019

BHT Inc Rocky Mt, NC

Oversaw day-to-day production activities in accordance with business objectives.

Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality. Defined, implemented and revised operational policies and guidelines. Evaluated performance, adjusted strategies and maintained agile, sustainable operations.

Monitored budget and utilized operational resources. Achieved team goals through formalized training plans, coaching and performance management.

Kept up-to-date with industry trends and identified areas of opportunity to drive improvements.

Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs. Led change and transformation across business areas to deliver benefits and align company resources.

Provided documentation of processes to comply with regulations and company policies.

Set team and individual KPIs and provided regular, actionable feedback. Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results. Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth. Assisted in recruiting, hiring and training of team members. Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.

Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization. Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants. Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Promoted positive customer experience through day-to-day supervision and management of fast food facility.

Supervised daily operations of multi-million dollar fast food McDonald's operation.

Eased team transitions and new employee orientation through effective training and development.

Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.

Trained and guided team members to maintain high productivity and performance metrics.

Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands. Developed and implemented high-quality work environment as measured through employee satisfaction ratings.

Provided exceptional customer service to customers, increasing customer loyalty 20%.

Directed strategic workforce planning, performance management, and benefits administration.

AREA SUPERVISOR 06/2000 to 06/2005

BHT Inc Rocky Mt, NC

Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.

Tracked hours and inventory usage, and prepared associated reports. Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts. Processed orders and issued documentation.

EDUCATION Textiles 06/1980

Nc State, Raleigh, NC

Business 06/1974

East Carolina University, Greenville, NC

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