Summary

LAURA KREIGER

advhwu@r.postjobfree.com C: 410-***-**** Baltimore, Maryland 21236

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Skills

Experience

19 SPORTS

Owner/Area Director

10/2018 - Current

AMERICAN PUBLIC UNIVERSITY

SYSTEM

Director of Training Student Experience,

Quality Assurance

02/2012 - 04/2018

Team development strategies Business performance management Presentations and public speaking Sales strategies and planning Strategic thinker Cross-functional team leadership Manage all financial and operational aspects of a large and growing territory.

Create and execute innovative marketing strategies to increase visibility and drive members to register.

Analyze Net Promoter Scores weekly to assess and manage member expectations.

Perform on-site evaluations of team members and venues to assure quality and consistency.

Recruit, hire, train and retain key team members while continually looking toward scalability and expansion.

Routinely and effectively enforced system standards. Confer with the Vice President, Associate Vice Presidents and other senior managers to determine training needs for the Enrollment Management team.

Designed and implemented new hire training across various departments. Implement training refreshers to ensure University policies and procedures are followed.

Improve CRM process and procedure to ensure quality student experience.

Collaborate with other departments, including IT and Financial Aid and Advising to ensure new hire training is launched successfully. Team and event planning for offsite team building exercises. Develop and conduct Train the Trainer seminars quarterly. Identified key skill gaps in 40+ department employees and created training classes to effectively educate target individuals. Maintained corporate responsibility by staying up-to-date with laws affecting human resource training programs.

Created effective training course objectives, course content and all materials.

Effectively trained instructors and supervisors on techniques for LK

managing employees. Presented training information via role playing, simulations and team exercises.

Led trainings for up to 20 employees on weekly basis. Created testing and evaluation procedures to assess performance before, during and after training sessions.

Determined course objectives and found or wrote course materials to cover topics.

Directed 12 yearly training courses for various departments. Mentored team members to succeed and advance within department and company.

Conducted evaluations of training courses to uncover areas in need of improvement.

Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations. Led training programs designed to implement new agent performance management standards for 3 departments. Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.

AMERICAN PUBLIC UNIVERSITY

SYSTEM

Senior Manager

1/2010 – 03/2012

Developed prospect management training module to assist new hires, including team building exercises.

Transitioned team to a call center environment.

Trained team members how to handle prospect inquiries regarding programs, financial aid and military tuition assistance. Assisted students through entire admissions process, including registration, class schedules.

Acted as liaison for students with several different departments of the university.

Hosted open houses for students and prospects using Adobe Connect Pro. Implemented recruiting strategies on a daily basis with the prospecting team.

WEICHERT REALTORS

Director of Recruiting/Trainer/Realtor

01/2004 - 01/2010

Develop and conduct Consultative Technique Training to Prospect Team. Collaborate with Marketing to develop International Agent Training to assist with recruiting strategies, Developed and implemented strategies to train and mentor new agents in the field of real estate. Ensured production on a daily basis.

Built relationships with a variety of vendors and service industry businesses.

Managed daily activities of a mid-size real estate office with an eye on the profit and loss statement.

Call Center training to provide management of leads. Established Role Play and Scenario Based Training. Coached through Forecasting.

Sourced and developed sourcing leads to increase recruiting base. Onboarded and trained more than 20 new employees per year. Supported onboarding of new employees by supplying key job information, including organizational policies, job duties and employment benefits.

LA WEIGHTLOSS

Corporate Trainer/Area Sales Supervisor

01/2001 - 01/2004

Managed and trained staff on the sales process from prospecting to close and product/service delivery.

Trained new managers on store procedures, policies and customer service, achieving outstanding customer service.

Coordinated schedules and pep rallies for all center staff. Oversaw a region of weight loss center in the metropolitan region. Built and maintained a staff of managers, assistants and team members. Strategically planned events with all centers to meet end of month goals. Consistently motivated staff to perform to their maximum ability. Efficiently analyzed learning needs of departments to set realistic goals and determine training methods.

Administered assessments during and after training and provided leaders with feedback about individual strengths and training requirements. Education and Training

Concordia University

Master of Education, Curriculum and Instruction

University of Baltimore Baltimore, MD

Bachelor of Arts, History

Activities and Honors

Active Member of Association for Talent Development Active Licensed Baltimore County Foster Care Panel Member Instructional Designer, E-learning Certification

Skilled in the use of Camtasia, Salesforce, LMS, PAD and CRM platforms.

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