SHARON WALTERS 5315 Hidden Cypress Lane Oviedo, FL 32765 sw13536d6@westpost.net http://www.linkedin.

com/pub/sharon-walters/15/454/ (626) 241-3055 ~ TRAINING MANAGER ~ Leading call center and customer care operations to breakthrough performance lev els Dynamic customer care training manager with 10+ years' progressive experience le ading corporate training programs, supervising teams, managing client relations, and overseeing mission-critical improvement projects. Instrumental in boosting bottom lines and streamlining training development for eHarmony and Up|Stream. E xpertise in adult learning theories and principles. Skilled communicator and pub lic speaker, experienced in leading large-scale training workshops and represent ing companies at industry conventions. Currently relocating to Orlando, Florida. Expertise includes: Training Curriculum Development * Training Facilitation * Team Leadership * Pro ject Management Gap Analysis * Resource Allocation * Adult Learning Theory * Customer Care * Content Writing Call Center Script Writing * Business Development * Process Improvements * Publi c Speaking eLearning Program Development * Live Webcasts * New Hire Training PROFESSIONAL EXPERIENCE eHARMONY, Santa Monica, CA 2007-Present An online dating website grounded in relationship science that matches single me n and women for long-term relationships, with members in 150+ countries and oper ations in U.S., Australia, Canada, the U.K., and Brazil. Senior Manager, Training Oversee all customer-facing and agent-facing communications content development; manage FAQs, email templates, and agent scripting to ensure consistent messagin g across all platforms. Lead and evaluate 3-member Training & Content team acros s 3 centers. Devise Customer Care long-term strategic plans; develop and compose training curriculum for 200+ agents, supervisors, and managers across 4 skill s ets and 5 call centers. Develop courses on product knowledge, retention, sales, and CRM tool utilization. Conduct skill gap assessments to identify areas needin g improvement. * Secured employee final test averages of 90%+ by designing and implementing new hire training programs for 5 skill sets that streamlined training delivery meth ods. * Generated $42K additional revenue in 1 month by developing and co-hosting live webcast session called Love:Live, which filmed new eHarmony customer experience from initial website sign-up through her first date. * Designed and developed Instructor Observation Program outlining KPI's, self ev aluation, and observation forms to improve instructor performance and modify exi sting training curriculum. * Streamlined inter-departmental communications to ensure employees were knowled geable on all process improvements, product features, and enhancements.

* Audited and improved written content on all website FAQ's, email templates, em ployee scripting, and new hire employee training. * Secured 127% ROI by rolling out successful eLearning program that reduces trai ning time from 3 to 2 weeks, cuts training costs, and automatically grades asses sment tests. * Honored with Gartner Silver Award (Customer Service Optimization) 2008, Stevie Award (Customer Service Department of the Year) 2009, Call Excellence Award (B est in Class Call Center) 2009, and Gartner Award (Organizational Transformation ) 2009. UP/STREAM, Fargo, ND 2002-2007 Global provider of outsourced customer care services; managed 10M transactions a nnually across multiple channels, including voice, e-mail, chat, facsimile and w hite mail. Training Manager Drove client relations for training initiatives across multiple key client accou nts: United.com, United Cruises, US Air Cargo, Independence Air, PCF (New York T imes), Microsoft, eHarmony, Michelangelo, and Philip Morris. Supervised and ment ored 5-member team of Learning Specialists across 4 call centers. Developed, coo rdinated, and facilitated technical and non-technical training for existing and new-hire employees. Conducted needs assessments on several accounts and recommen ded training program revisions to enhance quality and expedite training time. ~continued~ PROFESSIONAL EXPERIENCE UP/STREAM, cont'd * Spearheaded development of leadership training program that was recognized by local government in Republic of Mauritius with $2K annual award to continue lead ership training program there. * Introduced eLearning program for use with At Home Agent, which enabled employm ent of remote personnel and reduced training costs. U.S. BANK, Fargo, ND 1997-2000 Subsidiary of U.S. Bancorp; US Bank is 5th largest commercial bank in US based o n assets, with $310B in assets. Customer Service Representative Assisted customers with credit card inquiries via multiple departments; supporte d Supervisor Assist HelpDesk. Trained and coached new hires in Authorizations, M erchant Services/Terminal Support, and Consumer departments. CAREER NOTE: Also served as Assistant Supervisor for Integrity Windows 2001-2002 ; supervised 35-member staff in assembly line work. PROFESSIONAL TRAINING Maximum Impact Simulcast, April 29, 2005 Toast Masters International Speechcraft Certification, 2006 Management Training, eHarmony, October, 2007 Leadership Principles, eHarmony, June 2009 TECHNICAL SKILLS Word, Excel, Project, PowerPoint, Visio, Apollo reservation system, Learn.com eL earning tool, Digital Chalk eLearning tool