Training and Organizational Development Professional

VALERIE THOMISON

Winter Park, Fl *****

Training & Organizational Development Professional

• Coaching/Training • Customer Relations • Team Building• Process Improvement

A self directed, creative, results oriented leader with strong communication and motivational skills. Demonstrated ability to improve processes, build teams and lead change. Proven abilities include:

· Presentations / Public Speaking · Training Program Development · Systems Development

· Team Leadership / Facilitation · Customer Focus / Satisfaction · Mentoring / Staff Development

· Strategic Planning/Implementation · Sales Support / Trends / Forecast · Documentation / Reporting

ACHIEVEMENTS

TRAINING - Designed and Delivered numerous workshops and presentations which improved customer service performance of 175 dealership personnel. Results: the dealership won the Ford Motor Company President’s Award for excellence in customer satisfaction for 2006 and 2007.

Wrote and conducted training sessions and workshops for a management team of 15 to provide additional skills and resources in goal setting, time management, coaching and customer handling, improving performance.

Designed and updated sales training and process handbook for new sales consultants in a $90M sales dealership. Result: more consistent and customer friendly sales processes and higher customer satisfaction ratings.

Created and presented 3 to 5 training sessions per week for sales consultants, service advisors and technicians. Results: stronger product knowledge and customer service skills.

CUSTOMER RELATIONS - Developed and implemented customer follow up processes for sales and service department customers. Result: 93% contact rate for all customers following dealership transaction.

Tracked customer follow up results to identify concern trends to continuously improve customer processes. Result: Customer Satisfaction scores increased steadily for the past 6 years.

CHANGE MANAGEMENT - Coached and Counseled 160 employees through the process of changing the company mission from being focused primarily on selling vehicles to providing excellent customer satisfaction experiences. Results: a company culture recognized in the market place for being customer satisfaction driven and a 30 point increase in satisfaction scores.

Led employee morale teams to address low reported satisfaction levels among dealership personnel. Result: 12 point increase in reported employee satisfaction levels.

Valerie Thomison Page 2

Professional Experience

Sun State Ford 1996 - present

Customer Relations Manager/Training Manager

Developed, implemented and administered customer satisfaction processes and concern resolution processes. Designed and presented training programs in many formats to support sales and service objectives. Led several cross functional employee teams. Provided administrative support to the General Manager.

Inventory Manager

Designed system to analyze current vehicle sales trends and translate data into optimum vehicle inventory mix to meet expected market demands.

Detail Department and Customer Care Department Manager

Managed staff of 14 people overseeing the maintenance of vehicle inventory and final delivery of new vehicles to customers. Managed work quality standards, scheduling, payroll and profit loss analysis for the department.

Operations Department Manager

Coles Carpets 1987 - 1995

Directed day to day operations of 7 office employees and 25 installation crews. Managed all department functions including; inventory control, installer payroll accounting, customer service, installation scheduling and inspections. Created and managed operational and safety training programs for floor covering installation crews as well as ongoing safety and health programs for all company staff. Designed and implemented the company’s first SB-198 safety and health program which was successfully audited by Cal OSHA.

Trainer/Instructor

US Navy 1979 - 1987

Developed and administered a significantly enhanced radiological controls training program for NAVSUBASE Pearl Harbor. Created and maintained the department’s first computerized exam bank. Held numerous training positions in the Nuclear and Radiological Controls fields including classroom instruction, power plant operation, and radiological controls processes and theory and received several commendations and awards for outstanding performance in these positions.

EDUCATION

· BGS – Business management, Chaminade University

· Second Year MBA Student, San Diego State University

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