Training Professional

Laura D. Vance

**** * ***** ****** *******, Unit 1021

Henderson, NV 89014

*********@*****.*** 702-***-****

SUMMARY

I am a vibrant and energetic training professional with over 20 years of experience in adult education, instructional material development and facilitation. My work experience is varied and I have held positions as a casino host administrative assistant, casino cross-property coordinator, training consultant, car sales person, secretary to a police chief, city hall receptionist, special event planner, inside sales specialist, cashier, retail customer service representative and weight loss consultant. What can I bring to your company?

SKILLS

Facilitating classes including soft skills, technical systems and manager sessions; new employee onboarding; Payment Card Industry (PCI) instruction; refresher training for compliance and policy reviews; class material creation including PowerPoint presentations, instructor guides and participant workbooks; delivered train-the-trainer sessions; lead Zoom new hire classes for over 50 participants.

EXPERIENCE

HCL Tech (Staffing Firm)

Implementation Training Specialist August, 2023 - Present

Working for Light & Wonder as an Implementation Training Specialist to provide support to casinos as they install or upgrade the software that combines player information, casino reports, cashier systems and marketing information to the casino. Duties include learning many of the software programs that are available and travelling to casinos to provide training to various departments and go-live support.

Verizon (Work from Home) Henderson, Nevada

Training Program Consultant April, 2021 – April, 2022

This was a contractor position for Manpower/Experis to provide support to the Business Process Outsourcing (BPO) for Verizon’s L & D programs. Responsibilities included meeting with BPO training managers, account executives and other stakeholders to “inspect what we expect” from the sites.

Fidelity National Home Warranty Henderson, Nevada

Trainer January 2020 – February 2021

Facilitated several new hire sessions on Zoom for over nine months due to Covid managing 50 participants. These sessions are five to eight weeks long and include company information, customer service and system training. Participated in class material creation and revisions.

Ten Lifestyle Management Las Vegas, Nevada

Member Relations Manager June 2018 – February 2019

Solved complaints and problems by researching the history of the issue, tracked and listened to phone calls and contacted the client with outcome of research. Analyzed positive and negative feedback looking for trends caused by computer systems, suppliers or employees. Compiled negative feedback reports for major client. Served as manager on duty for North America on a rotating basis.

Learning and Development Manager January 2016 – June 2018

Facilitated two-week onboarding sessions that included customer service, system training and specific client training for all new hire call center agents in offices in North and South America. Managed the e-learning of new hires and scheduled development sessions.

Laura D. Vance Page 2

Jenny Craig Henderson, Nevada

Consultant December 2013 – November 2015

Met with clients to provide support and counseling to reach weight loss goals. Processed and pulled weekly food orders. Conducted weekly inventory. Called inactive clients to encourage them to return to active status. Responsible for over $3500 per month is additional revenue as a result of these follow-up phone calls.

CarMax Henderson, Nevada

Sales Consultant April 2012 – July 2013

Greeted prospective buyers and sellers to assess and satisfy automotive needs. Served as customer advocate and liaison for the complete life cycle of the transaction by assessing vehicle requirements, addressing budgetary issues, providing financing options and ensuring vehicles were prepared for final delivery.

VEGAS.com/Mexico.com Henderson, Nevada

Senior Training Specialist August 2008 – October 2011

Coordinated training needs for the Project Management team, created step-by-step system user manuals and documented system updates for end users. Facilitated new hire class for Concierge agents including behavior standards, policies/procedures, show and tour product knowledge and several ticketing and inventory systems. Revised policy and procedure manual for Concierge agents in the field.

Fiesta Henderson Hotel & Casino Henderson, Nevada

Training Manager May 2005 – March 2008

Facilitated Leadership Development Institute classes for nine Station property leaders on a rotating basis. Leadership Development program contained a variety of topics including the management philosophy of Station Casinos as well as personal growth and improving leadership skills. Facilitated Relationship Breakthrough Development for managers and directors.

Excalibur Hotel & Casino Las Vegas, Nevada

Training Manager December 2003 – May 2005

Performed complete needs analysis to identify training gaps for hotel operations. Improved effectiveness of New Employee Orientation by incorporating a property tour, a PowerPoint presentation and an informational workbook for them to take away. Wrote and presented Castle Magic Customer Service program to front-line employees.

Harrah’s Las Vegas/Rio Hotel & Casino

Various Positions September 1996 - December 2003

Majority of time employed was in special events and casino marketing managing groups of players including submitting room reservations, creating player cards, tracking customer play and creating group tracking to see the amount of play and win/loss for selective invited guests.

EDUCATION

M.A. Organizational Management (MAOM) University of Phoenix, Las Vegas Campus

B.A. Public Relations, Ursuline College, Pepper Pike, Ohio

Certificate for Change Management Specialist, Management and Strategy Institute

VOLUNTEER ACTIVITIES

Platelet Donor with Vitalant with over 200 donations

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