Customer Service Management

Dion C. Woods, M.S.

**** ******** **** #****, *******, Texas 77082

Cell 281-***-****

**********@*********.***

PROFESSIONAL SUMMARY PROFILE

Corporate Trainer with 10 years of experience in training / coaching in a management role or corporate classroom instructional environment.

Exceptional communication and analytical skills, and a broad knowledge base with excellent computer, analysis, and problem resolution skills.

Self-motivated and a multi-tasking team player. Proven ability to interact easily with people of diverse backgrounds, cultures, and professional levels. Excellent understanding of and ability to accommodate individual learning styles, coupled with the ability to help others realize their potential and recognize their strengths.

PROFESSIONAL RELATED HISTORY

First American Bank 11/06 – 07/12

Human Resources Training & Development Specialist

Conducted weekly training classes for new and existing employees on system usage needed in Teller, Personal Banking, Customer Service and Lending positions with average classroom sizes of 10 to 15 employees each training session

Delivered training face-to-face to groups of adults

Facilitated New Employee Orientation

Designed and structured temporary training sessions

Modified and updated current classes

Assessed employee progress and modified instructional strategies as needed

Counseled over 80 Management Trainees through their career

Lead quarterly Leadership Training Meetings

Managed between 12 to 24 Management Trainees annually through our training program

Recruited and screened recent college graduates for the Management Training Program

Coordinated trainees 4-6 week branch rotations while in the program

Built relationships with different department managers to assess department needs

Organized internships in various departments for trainees to fill immediate department needs

Coached and advised Management Trainees on different strategies to improve in order to market themselves

Responsible for writing 6 month and annual performance reviews for management trainees

Ensured that trainees received weekly feedback from rotation managers

Arranged interviews for trainees within the company that aligned their skills sets with available positions of various needs

Lansing School District 08/05 - 11/06

Substitute Teacher

Constructed and delivered effective lessons to middle school students that aligned with State of Michigan standards

Assessed student progress and modified instructional strategies as needed with creative lesson plans

Encouraged students to make curricular connections through journaling, presenting, discussing, sharing and viewing

Brescia University 08/03 – 08/05

Assistant Men’s Basketball Coach

Designed strength and conditioning workouts for the team

Assisted in the creation of daily practice schedules

Recruited future student-athletes to the program

Worked individually and in group settings with guards

Scouted future opponents

Studied and reviewed film breakdown of Brescia and opposing teams

Established and maintained relationships with coaches, faculty and students at Brescia and other Universities

Instilled competitive nature with integrity in players

Coached from sidelines during games

PROFESSIONAL RELATED BUSINESS EXPERIENCE

Consistent proven track record of exceptional team leadership and collaboration

Effective, approachable and creative when solving problems and addressing issues

Work well individually or collaboratively with colleagues, top management, trainees

Highly organized, long-term planner who is goal-oriented

Ability to recognize, embrace and encourage the unique talents of colleagues and trainees

Structured individual who can carefully assess the needs of a group, develop and implement purposeful strategies

Great listening skills to identify and address issues, build trust and increase productivity

Work well individually or with colleagues and top management

Ability to motivate people from all diverse backgrounds, age groups and perspectives

Strong human relations skills to provide effective leadership and achieve common goals

Ability to plan and execute meaningful learning experiences for trainees

PROFESSIONAL RELATED EDUCATIONAL EXPERIENCE

Graduate Assistantship at Brescia University 2003-2005

Athletic Scholarship at Brescia University 1999-2001

Athletic Scholarship at Lansing Comm. College 1997-1998

Voted in Who’s Who among College Students 2001

Fred Prior Seminar on “How to Supervise People” 2010

Fred Prior Seminar on “Business Writing” 2009

Education

BRESCIA UNIVERSITY, Owensboro, KY

Masters of Science, Business Management

BRESCIA UNIVERSITY, Owensboro, KY

Bachelor of Science, Business Administration

LANSING COMMUNITY COLLEGE, Lansing, MI

Associates, General Studies

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