Training Specialist and Manager

THOMAS D. CLARK

**** ********* ***** • North Las Vegas, NV 89032

**.*****@***.*** • 702-***-**** (Mobile)

TRAINING SPECIALIST & MANAGER

Individual & Group Presentations / Worldwide Training Support / Team Building & Leadership

Training Material Design / Curriculum & Course Development / Diverse Industries & Products

Highly accomplished trainer and business manager with extensive experience preparing and conducting one-on-one and group presentations for new and existing employees as well as startup and underperforming businesses. Inspirational leader with a broad-based knowledge of automotive service equipment, material handling, safety, information technology, business administration, sales, and customer relations.

Successful track record of developing and conducting training programs leading to significant improvements in sales, profitability, staff performance, and customer service. Extremely loyal and dedicated professional with superior problem-solving skills and a unique ability to apply training to real-life situations.

Training & Management Strengths:

• Goal Setting & Motivation

• Training Manual Development

• Public Speaking Presentations

• Classroom & Field Instruction

• Individual Counseling & Advising

• Total Quality Leadership

• Profitable Business & Sales Management

• Continuous Process Improvement

• Troubleshooting & Problem Solving

• Customer & Employee Relationships

PROFESSIONAL EXPERIENCE

SNAP-ON TOOLS, INC

Louisiana, Mississippi, and Las Vegas, NV

Franchisee Developer (5/2007 to 11/2008, Louisiana and Mississippi)

Expertly trained and mentored new and underperforming franchisees in South Central Region for $2.8 billion, S&P 500 company—a leading global innovator, manufacturer, and marketer of tools, diagnostics, equipment, software, and service solutions for professional users.

Served as Training Manager for Franchise Performance Team (FPT) of 36 franchisees. Traveled nationwide to conduct one-on-one training in all aspects of Snap-On franchise operations, emphasizing business, sales, marketing, and revenue growth. Taught sales process of promoting product features and benefits, overcoming objections, and closing transactions. Provided feedback to FPT on new franchise performance and areas of needed improvement. Offered continuous support for new business owners for first 18 months of operations. Successfully promoted teamwork and partnership between Franchisees and Managers.

Key Achievements:

♦ Consistently led new franchises from empty-shelf, no-service operations into thriving businesses.

♦ Produced single training manual that increased franchisee success and independence by providing constant access to all information and documentation in one condensed volume.

♦ Contributed substantial personal time (evenings and weekends) to present computer training sessions and ensure incorporation of current technology for all franchisees.

♦ Acted as 24/7 reference point of contact (well beyond normal job description) for all business units.

Field Operations Specialist (9/2005 to 5/2007, Las Vegas, NV)

Functioned as Primary Service Instructor presenting individual and group training for new and existing automotive equipment service technicians, including both company employees and independent contractors. Worked effectively with clients and staff from a wide range of multicultural backgrounds. Acted as Service Trainer for new equipment and updates, working closely with Engineering and R&D departments. Conducted non-service training sessions in such areas as company policies, safety, inventory management, hazardous materials, personal protection, legal issues, and customer service. Traveled extensively throughout the Southern and Western U.S., Canada, Latin America, Jamaica, and parts of Asia. Directed multiple facets of course scheduling and curriculum development based on business reports of needs in the field; coordinated assessment, registration, and testing functions. Provided customer service troubleshooting and problem solving for cases requiring additional care.

Key Achievements:

♦ Developed training course for hydraulic lifts, adopted for newly acquired Chinese production line.

♦ Designed shipping-based system to reduce fuel costs involved in U.S. and international travel.

♦ Earned letter of recommendation for developing and adapting training presentations that led to increased sales volume, service image, and customer satisfaction.

Field Service Technician (6/2000 to 9/2005, EquiServ / Snap-On Equipment Service, Las Vegas, NV)

Provided troubleshooting, diagnosis, and repair of Snap-On branded automotive equipment as on-site Customer Service Technician. Traveled frequently throughout service area of Southern California, Nevada, Southern Utah, and Northern Arizona. Offered telephone technical support for numerous other Technicians. Installed and presented initial operation training for all equipment; conducted regular “Train the Trainer,” sales, and computer training presentations. Managed $500,000 inventory of repair parts and test equipment. Served as principal customer contact for service, operations, warranty, parts, and new sales.

Key Achievements:

♦ Identified as instructor and curriculum developer for new software and hardware operation, resulting in promotion to Training (Field Operations) Specialist position.

♦ Named Area Technician of the Month for five out of 12 months of program’s existence.

♦ Volunteered to transfer from San Diego to Las Vegas to improve business from Non-Profitable, Troubled Zone into Profitable, Trouble Free Zone.

UNITED STATES NAVY – San Diego, CA

Manager / Trainer / Supervisor / Combat Craft Crew Member (15 year tenure)

Served as Training Manager and taught courses as Certified Naval Instructor for multiple military, technical, and material handling functions. Acted as Security Manager overseeing IT assets, repairs, and training. Completed training encompassing staff motivation, goal setting and achievement, efficiency and effectiveness, Equal Opportunity, supervision, leadership, advising, and counseling. Served as instructor for subjects including Weapons, Navigation, Small Boat Handling, Important Logs and Engineering-Related Paperwork, Confidential Material Handling, and Hazardous Waste Handling. Effectively built unified and productive teams from young, culturally diverse individuals.

Key Achievements:

♦ Oversaw training planning based on current needs and required improvements; coordinated and set up proper training sites and communicated with all parties to ensure complete success.

♦ Consistently received exceptional performance evaluations and earned several awards, medals, and letters of recommendation for outstanding service and accomplishments.

EDUCATION AND CREDENTIALS

Snap-On Sales Training Center – Dallas, TX

Customer-Driven Selling (Pull Marketing) – Graduate and Instructor Qualified; Franchise Performance Team Assimilation I and II; Sales, Business, and Customer Service Managers Training.

United States Navy – San Diego, CA

Naval Leadership / Total Quality Leadership and Mentoring; Engineering Maintenance Principles, Practices and Administration; Crane Inspection and Safety; Hydraulic Systems and Components; Outboard Motor Overhaul, Operation and Maintenance; Westerbeke / Detroit Diesel Engine Overhaul and Maintenance; Distilling Plant Operator; Hazardous Waste Management, Air Conditioning and Refrigeration Advanced with Federal EPA Certifications (Universal & Automotive): Engineering Common Core, Mechanical Core School.

Learnsoft Corporate Training – San Diego, CA

Software, Hardware, Spreadsheets, Databases, Presentations, Word Processing, and Troubleshooting.

Technical Proficiencies: Microsoft Office (Word, Excel, PowerPoint, Outlook), Proprietary Management Applications

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