Training & Customer Experience Leader

Derek Ayers

Franklin, VA ***** 276-***-**** *****.*********@*****.***

Highly skilled training specialist prepared to excel in organizational training and evaluation. Strong focus on team collaboration, achieving results, and adapting to changing needs. Proven expertise in leadership and communication. Known for reliability, strategic thinking, and fostering a positive learning environment.

• Completed Senior Leadership Course in 2017

• Completed Advanced Leadership Course in 2016

• Completed TAITC: Total Army Instructor Training Course in 2015

• Completed Hazmat Handler Course in 2011

• Completed Warrior Leadership Course in 2009

• Cross-functional collaboration • Voice of customer analysis

• Customer empathy • Data analytics

• Proficient in Automate, Dealer FX, Dealertrax • Customer feedback management

• Training and onboarding • Microsoft office

• Calendar management • Business needs analysis

Customer Experience Manager, 05/2025 - Current

Blake Ford – Franklin, VA

Analyzed customer insights through feedback channels to drive improvements in service delivery. Analyzed workflows in partnership with cross-functional teams to drive improvements in customer service efficiency and effectiveness.

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Professional Summary

Accomplishments

Skills

Work History

Assessed customer journey analytics to inform and refine strategies that boost overall experience quality and user engagement.

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• Oversaw training sessions of 4 Service Writers and 2 Mobile Technicians to ensure operational efficiency. Readiness NCO, 10/2019 - 06/2025

Virginia Army National Guard – Norfolk, VA

• Cultivated a proactive approach to responsibilities, ensuring high standards of performance and reliability. Facilitated comprehensive training and accurate reporting of driver combat requirements to maintain operational readiness.

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BN Master Driver: Developed and refined training materials to ensure uniformity in driver proficiency and performance across all Units and Batteries.

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• Executed tasks efficiently in rapidly changing environments, contributing to team success.

• Fostered teamwork and self-sufficiency to enhance overall project outcomes and team dynamics.

• Mastered new concepts swiftly while effectively navigating diverse situations and challenges. Assistant Unit Movement Officer: Managed transportation planning and execution for unit movements, ensuring compliance with military protocols.

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Coordinated training initiatives, delivery and tracked ammunition inventory, including 155 mm howitzer, 105 mm howitzer, and small arms, to support mission effectiveness.

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Training Non-Commissioned Officer and Squad Leader, 02/2011 - 09/2019 Virginia Army National Guard – Norfolk, VA

Created and implemented training programs for a minimum of 80 Soldiers annually, focused on maximizing preparedness and optimizing operational performance.

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Designed and facilitated comprehensive instructional sessions aimed at developing leadership skills, fostering teamwork, and executing mission principles effectively.

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• Organized and executed training exercises to ensure adherence to military compliance requirements

• Reviewed training initiatives to evaluate their impact and recommend specific improvements. Facilitated specialized instruction for soldiers across multiple Batteries, focusing on the safe and efficient maneuvering of LMT/FMTV vehicles towing 155mm howitzers.

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Designed, implemented, and facilitated training on standard operating procedures to enhance ammunition handling and distribution efficiency at Unit and Battery level.

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Master Driver, 02/2011 - 12/2015

Virginia Army National Guard – Norfolk, VA

Conducted safe and efficient operation of military vehicles in challenging conditions, maintaining strict compliance with established safety protocols.

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Conducted thorough assessments and instituted safety measures that effectively reduced incidents in high- pressure situations.

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Coordinated recruitment and onboarding efforts of 94 new drivers to guarantee effective training before field deployment.

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Increased operational efficiency through regular evaluation of current processes; implemented changes that led to overall improvements in productivity.

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Developed and delivered comprehensive training programs to ensure adherence to vehicle operation protocols and maintenance standards.

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• Conducted vehicle inspections to ensure operational readiness and safety standards. Developed and refined training materials to ensure uniformity in driver proficiency and performance across all units.

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High School Diploma

CSM Jobie Eley: 434-***-****

Deputy Chief of Police Randy Bailey: 757-***-****

Education

References

Contact this candidate