CORPORATE TRAINING & DEVELOPMENT MANAGER

COACHING / PROGRAM MANAGEMENT / PERFORMANCE MANAGEMENT

Expert in designing and delivering training programs that achieve organizational
excellence and drive performance improvement.
Multi-faceted, take-charge training professional with 10+ years experience ident
ifying methods for improving staff productivity, responding to training needs, a
nd impacting performance. Progressed rapidly through the ranks with increasing l
evels of responsibility leading groups from problem resolution to action and imp
rovement. Recognized for expertise in cultivating talent and delivering profitab
le solutions to a continuous improvement organization. Exceptional interpersonal
skills with natural talent to build team trust, fuel growth, initiate change, a
nd inspire enthusiasm.
Presentation Skills. Dynamic group facilitator; highly articulate and expressive
communication abilities. Adept in
tailoring information to the level of listener and able to convey complex inform
ation into meaningful terms.
Relationship Management. Committed to improving customer's situation by providin
g best service possible.
Team Leadership. Skilled in engaging and empowering leaders. Able to build perfo
rmance-driven teams that achieve maximum potential and reliably deliver. Foster
sense of pride, satisfaction, and high levels of employee retention.
AREAS OF EXPERTISE
* Training Program Design & Instruction
* Train-the-Trainer Development
* Training Reporting and Tracking
* Call Center Management
* Project Management
* Performance Improvement
* Team Leadership
* Ethics and Compliance
* Customer Service
PROFESSIONAL EXPERIENCE
SPRINT NEXTEL CORPORATION, RESTON, VA 1999 - Present
As an industry leader, Sprint is the second largest wireless broadband network a
nd third largest wireless telecommunications system in the U.S.. The company is
also a major long distance provider and global internet carrier. Sprint yields a
nnual revenues of $27 billion, with a global workforce comprised of 60,000 emplo
yees.
Ethics and Compliance Program Manager 2006 - Present
Fast-track promotion to lead and oversee training, communication, and enforce co
mpliance to The Sprint Nextel Code of Conduct. Held full accountability to estab
lish and convey a shared, universal vision among Sprint Nextel's corporate-wide
workforce concerning the importance of ethical and legal responsibility. Spearhe
aded an ethics program with continuous process improvement through benchmarking,
organizational affiliations, and networking. Participated and engaged in cross-
functional teams advocating ethics and compliance principles and supporting comp
any goals.
Selected Achievements
* Employee Training. Launched, created, and developed innovative corporate trai
ning programs, strategies,
and solutions to create an environment of trust and confidentiality and eliminat
e or reduce employee retaliation.
* Culture Change. Fostered an organizational-wide philosophy of trust and commi
tment to ethics and integrity.
* Ethics & Compliance Initiative. Authored and composed the first edition of co
rporate newsletter; "Leading with Integrity." Designed as a tool to inform, educ
ate, and empower workers in ethical decision-making practices.
* Employee Assessment. Administered compliance surveys across multi-site busine
ss units to investigate overall compliance. Joined forces with executive team to
compile data and develop action plans, resulting in formalization of a code of
conduct and 23 ethics/compliance presentations. This plan provided an effective
tool for managers to facilitate productive meetings and support efforts in lever
aging compliance issues across multi-site entities.
* Process Improvement. Rolled out yearly ethics/compliance training initiatives
generating a 100% compliance rate.
Supervisor, Business Service Assurance Center 2003 - 2006
Built and led a high performance technical team of 13 within a 36 member call ce
nter workforce. Supervised CSR's and supplied expertise to support customer rela
tions and maximize productivity. Selected to initiate and revitalize all hiring,
training, coaching, and development. Delivered annual reviews and merit increas
es. Executed all customer escalation issues and processes. Leveraged multiple bu
siness units; met and exceeded all goals and stated customer satisfaction object
ives for the Sprint Business Services group, Government Systems Division, and Wh
olesale Services Unit.
PROFESSIONAL EXPERIENCE (CONTINUED)
Selected Achievements
* Promotion. Handpicked for leadership abilities and fast-track advancement fro
m a large qualified candidate pool.
* Employee Retention. Aggressively lowered employee turnover rate to 98% by inc
reasing promotions, with 2% attributing to layoffs and firings. Accomplished eff
ective retention strategies by encouraging an open work environment, supporting
career guidance, team building initiatives, and recognizing success.
* Coaching. Eliminated roadblocks impacting call center CSR goal achievement. E
mpowered staff with coaching expertise in customer satisfaction and problem solv
ing techniques.
* Goal-driven. Led workforce to attain individual and center-wide goals establi
shed for the Sprint Business Services Group, Government Systems Division, and Wh
olesale Services Group.
* Performance Optimization. Grew customer loyalty and satisfaction ratings by d
ecreasing open ticket time and accelerating problem resolution cycles. Increased
overall CSR performance ratings by assessing and implementing strategies to str
eamline processes and efficiently tackling quality improvement efforts.
Technical Trainer, University of Excellence 2000 - 2003
Orchestrated the design, development, and facilitation of multiple training curr
iculums and webinar classes on Data and Switched technology. Set pace for new hi
re customer service onboarding and overall training objectives. Delivered employ
ee development and quality assurance evaluations across all levels, from new hir
e to tenured customer support representatives. Expertly mentored, coached, and o
ffered feedback for all customer support representatives.
Selected Achievements
* Learning & Development. Boosted CSR morale and propelled helpline metrics by
designing comprehensive
call center training methodology to ensure positive learning transition outcomes
. Collaborated with leadership
to facilitate a continuous and formalized training initiative, with goal to elev
ate call center performance objectives.
* Process Improvement. Catalyst in streamlining processes for distribution of n
ew hire course information.
Co-developed up-to-date materials with Sprint University colleagues and ensured
data was accurately maintained.
* Performance Management. Overhauled and redesigned an innovative trainer repor
ting tool, improved documentation methods for new hire assessment, and increased
management's ability to review and interpret data.
Senior / National Account Support Representative 1999 - 2000
As interim supervisor and qualified decision-maker in absence of management, sup
ported and directed teams in delivering optimal customer service performance. Ut
ilized talent to build positive rapport, cultivated profitable client relationsh
ips, and educated customers about product information. Productively opened, esca
lated, and updated trouble tickets to resolve customer issues. Supplied advanced
level, quality support to customers with complex, technical issues.
Selected Achievements
* Employee Development. Established groundwork for improving new hire onboardin
g process. Created job aid materials, supported trainer with course curriculum o
bjectives, and assisted employee in process and procedure.
* Problem Resolution. Championed a communication plan to assist management with
high priority escalated issues. Implemented strategy between shifts to open com
munication doors and accelerate information flow.
* Process Improvement. Joined forces with IT to resolve large number of client
concerns involving technical service requests. Formulated a plan to reduce clien
t complaints and bridged communication across customer service lines.
ADDITIONAL EXPERIENCE
Manager, Cort Furniture, Manager, U.S. Medical Weight Loss, Manager, Britches of
Georgetown,
Manager, Fine Jewelry, J.B. Rudolf/Bloomingdales, Manager, Tyson's Corner VA, Ma
nager, Chicago, IL
EDUCATION & CERTIFICATIONS
Johnson and Wales University, AA, Baking & Pastry Arts, Providence, Rhode Island
Certified Adult Learning - Sprint University
HONORS & AWARDS
Sprint Quality of Excellence Award, Sprint Distinguished Contributor Award