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Lavern Winters III

Irving (Las Colinas area) TX 75038


Lavern.Wintersiii@gmail.com
(972) 742-0042

SUMMARY OF QUAILIFICATIONS
Training and Development: Trained and supervised well over 2000 employees in an assortment of
areas. Facilitation & instructor lead training included leadership classes, computer-based training,
virtual training, presentation style training, interactive facilitation, tech support, and customer
service. Managed training teams while assisting trainers in delivery, accommodating learning styles,
content, and quality assurance. Experienced in Instructional Design working with methodologies
enforcing Adult Learning (Andragogy) such as A.D.D.I.E, Kirkpatrick, Blooms Taxonomy, & etc.

Learning Management Systems (LMS): Acquired, implemented, and assisted with development
of several LMSs for different clients. Created & uploaded content while also assessing training and
system effectiveness. Produced training course content, videos, voiceovers, and simulations as well.

Project Management: Worked with different teams in launching various business projects.
Managed teams of Trainers, Supervisors, Quality Analysts, and entry level employees on teams as
large as 200 people. Helped to ramp up sites that reached up to 800 people in production. Created
agendas, outlines, gradebooks, workbooks, trackers, action plans, metric dashboards, reference
cards, instruction guides, call-flow guides, posters and a variety of other job aids.

High Performance Management Techniques (HPMT): Professionally trained and skilled in top
management techniques; utilized to manage and develop reliable statistical data used to drive Key
Performance Indicators (KPIs). Also skilled in Agile methodologies and techniques.

Talent Utilization and Interviewing: Appropriately interviewed and placed employees in areas
where they would be more productive, efficient and comfortable. Screened employees and performed
reference checks. Hired Trainers and Quality Analysts for multiple companies and LOBs.

Software/Hardware Expertise: Skilled use of 2010 or earlier Microsoft Office applications
including Excel, PowerPoint, Word, Outlook, and etc. Also experienced with SAP tools (ex. ANCILE
uPerform v4.53), Adobe Captivate 7, Snagit 11.0 and a variety of eLearning tools. Familiar with
Citrix, Avaya, Plantronics, wireless technology, desktops, laptops, projectors, printers and several
other peripherals.
PROFESSIONAL EXPERIENCE

CGI Technologies Bedford, TX
Training Specialist / Consultant (State Healthcare COOP Exchange) (June 2014 - Present)
PepsiCo / Frito Lay Headquarters Plano, TX
Instructional Designer / Training Technician (February 2014 June 2014)
United HealthGroup (Connextions Inc.) Irving, TX
Training & Quality Ops Manager (United HealthCare, OptumRx, CVS Caremark, BCBS of RI, WellCare) (January 2013- November 2013)
EXXONMOBIL (XTO Energy subsidiary of ExxonMobil) Fort Worth, TX
Corporate IT Training Professional (March 2012- December 2012)
Aegis Communications Group (BPO) Irving, TX
Lead Trainer & Lead Supervisor (United HealthCare) (August 2010- February 2012)
Greatwide Logistics Dallas, TX
Logistics Manager (June 2010- August 2010)

*All of the experience referenced below was implemented at one location while I worked
for SITEL Corporation (BPO) operating on multiple company contracts over an 8 year
stretch from 2001-2010.

United HealthCare (@ Sitel Corporation) Starkville, MS
Learning Specialist/ Supervisor (August 09 - January2010)
Virgin Mobile (@ Sitel Corporation) Starkville, MS
Learning Specialist / Supervisor (November 09 - December 2009)
T-Mobile (@ Sitel Corporation) Starkville, MS
Learning Specialist / Supervisor (work overlapped between accounts) (November 08 June 2009)
WildBlue Satellite Internet (@ Sitel Corporation) Starkville, MS
Learning Specialist / Liaison (work overlapped between accounts) (October 07 - August 2009)
Affinion Benefits Group (@ Sitel Corporation) Starkville, MS
Assistant Manager / Mentor L2 Support (August 06 September 2007)

Dell Computers (@ Sitel Corporation) Starkville, MS
Ad-hoc Trainer / Level 2 Technician / SME (May 04 - June 2006)

Microsoft Corporation (@ Sitel Corporation) Starkville, MS
Software Engineer (January 04 - April 2004)
Gateway Computers (@ Sitel Corporation) Starkville, MS
Technical Support / Sales Agent/ SME (September 01 - December 2003)
MINUTIAE OF EXPERIENCE
Lead Training and Quality departments managing Trainers and Quality Analysts for 6 different
accounts (United Healthcare; OptumRx; CVS; Blue Cross Blue Shield of RI; WellCare and WellPoint)
while working here. There were 14 different lines of business between these accounts. (Connextions Inc.)
Trained Leadership classes consisting of professionalism, dress code, HR policies, situational
guidelines, company culture, and leading by example. (Connextions, Aegis & Sitel)
Conducted Trainer Certification Classes and Train the Trainer (T3) sessions to certify Trainers for
training roles. (Connextions, ExxonMobil, Aegis & Sitel)
Developed multiple training and quality plans that involved nesting, attrition, attendance, metrics,
measured improvement, compliance, and employee development. (Connextions, Aegis & Sitel)
Created training trackers & reports for up-training, class attendance, class performance, training
results, and performance progress. (CGI, Connextions, ExxonMobil, Aegis & Sitel)
Created quality trackers & reports for trends, performance analysis, weekly scoring, opportunity areas
as well as successful areas of improvement. (CGI, Connextions, Aegis & Sitel)
Instructional Design/Development: Created course simulations, BPPs, cue cards, videos, voiceovers,
reference cards, how-to guides, and reinforcement handouts utilized throughout company projects. (CGI,
PepsiCo/Frito Lay, Connextions, ExxonMobil, Aegis & Sitel)
Setup training rooms, training labs, projectors, screens, sound systems, as well as preview & display
kiosks. (Connextions, ExxonMobil, Aegis & Sitel)
Meticulously trained new hire employees on multiple projects in account specific information ranging
from 1-week through 8-week course intervals. (CGI, Aegis & Sitel)
Managed a group of trainers and supervisors to help increase efficiency and performance in order for
agents to meet company metrics. Interviewed agents, trainers and supervisors for available positions.
(Connextions & Aegis)
Coached top performing sales and customer service teams excelling in performance that earned the
company additional business from the client. ( Aegis )


experience continued

Call Center/Contact Center experience includes Customer Service, Technical Support, Billing,
Retention, Sales, Escalations, Outbound Support, Email Support, Chat Support, and Remote
Assistance. Position titles encompassed Level 1 Agent, Level 2 Support, SME, Mentor, Supervisor,
Trainer, Ops Manager as well as Training & Quality Manager. (CGI, Connextions, Aegis & Sitel)
Lead and participated in calibrations, team meetings, leadership meetings, Quarterly Business Reviews
(QBRs), recap meetings, conference calls, web-ex sessions, seminars, workshops, orientations, and
focus groups. (CGI, PepsiCo/Frito Lay, Connextions, ExxonMobil, Aegis & Sitel)
Supervised call center floor, handled escalated supervisor calls and performed side by sides with agents
for evaluation of quality. (Aegis & Sitel)
Monitored, fixed, and entered employee time stamps for hours worked. Also handled payroll for
employees as well as budget expenses for training classes. (Connextions, Aegis & Sitel)
Collaborated as a sales and tech support engineer solving a multitude of computer issues over the
phone. Requirements included taking control of a customers computer (via the internet) to resolve
issues using a feature called remote assistance. Also assisted customers with multiple hardware,
peripheral, and software compatibility conflicts. (Sitel)
Technical writing and documentation for project deliverables across multiple business areas including
the Intercompany, Pricing, GTIN, and Realignment departments. (PepsiCo/Frito Lay)
EDUCATION AND CREDENTIALS
Mississippi Governors School 1998
Future Business Leaders of America (FBLA) 1999
Youth Leadership 97-99
Gentry High School Graduated Honors 1999
Mississippi State University Majored in Business: Information Systems
CERTIFICATIONS / LICENSES
High Performance Management Techniques (HPMT) Trained and certified
Customer Operations Performance Center (COPC) Trained and certified
HIPAA Certified (United Healthcare)
Dell Certified Systems Expert (DCSE) Achieved several DCSE certifications through Dell including:
Basic Wireless Technology; DSP Televisions - TV 101; Client DSP - CE V.2.5; Portables - XPS M1210; DSP Portables - Inspiron 1200 / Inspiron
2200 / Latitude 110L; Portables - XPS 2010; DSP - Desktops V.2 Chassis; Portables - Inspiron 1300 - 6000 B120 B130, Latitude 120L;
Portables - Latitude D820 / Precision M65 Product; Portables - Latitude D810 / Precision M70 Product Cert; & Dell ESD.
Wildblue Satellite Installation Certified
XTO/ExxonMobil LMS Completed Course Certifications : *Several 2010 Excel, 2010 PowerPoint &
2010 Outlook courses
Sitel University - Completed Course Certifications: *PCI Compliance *Business Ethics & Integrity
*Diverse Ethnicity Management *Situational Guidelines for Managers *Handling Upset Customers
*Sexual Harassment *Kronos 5.1 Timecard Approvals *Training Content Development
Trainer Certification Manager (Certified to certify new Trainers @Connextions Inc.)
GreenBelt Certified Leader (Connextions Inc.)
REFERENCES
References are available upon request.

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