Teresa Buckner

Experience

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  Charlotte-Mecklenburg Schools

  Sept 1993 - Jun 1995

  Social Studies Teacher
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  Verizon

  Jan 1999 - Nov 2008

  Supervisor ~ Training, Sales, Retention & Service Center
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  Cox Communications

  Nov 2008 - Apr 2009

  Loyalty Supervisor, Sales & Service Center
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  DC Chartered Health Plan

  Apr 2009 - Jun 2012

  Manager, Member Services Customer Service Department
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  Kforce Inc

  Jun 2012 - Nov 2012

  AOL Operations Manager, Acquisition and Retention Team (contract assignment)
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  Nielsen

  Nov 2012 - Oct 2014

  Training and Documentation Specialist

  Partnered in the design, development and launch of numerous multi-media training and assessment programs to research associates, management and staff via the delivery of classroom-style training to small and large groups, to include the creation and editing of training manuals, modules, multi-media aids, bulletins and materials.• Facilitated the training of volunteer staff on interviewing techniques and methodologies.• Assisted in developing a completely re-designed HR recruiting, hiring and interviewing process that included the updating of hiring assessments and interview questions to better match corporate hiring needs. Show less

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  HMS TECHNOLOGIES, INC.

  Jan 2015 - May 2015

  Training and Documentation Administrator, US Patent and Trademark Office (contract assignment)

  Led all aspects of daily workforce planning, training, documentation management and professional development opportunities focused on Federal Government employee development, while delivering business management and training support to ensure the execution of key training programs and related activities.• Monitored the Office of the Chief of Information training and development division and provided support in the daily training operations.• Created a Vendor Guidelines Informational form that is the first of its kind for visiting training instructors. Show less

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  SHRM

  Feb 2016 - Jul 2019

  Manager of Quality and Training

  Manage, lead and direct the daily activities and operations of the Customer Care Quality and Training Team, to include supporting program management, training development, performance enhancement initiatives and the support of the department’s inbound, email and certification processes, while partnering with executive leaders to ensure staff have the tools and resources needed to perform at the highest levels.• Achieve and maintain overall department quality scores exceeding 90% via coaching, mentoring and training.• Design, create and launch strategic training and quality program components, while collaborating on various projects; facilitate yearly staff training for SHRM’s annual conference that hosts up to 20,000 attendees.• Leverage performance metrics and measures to continually assess effectiveness of training delivery. • Consult with business partners to ensure that training programs meet established business objectives.• Perform the ongoing review of existing designated training documentation and partner with management in the evaluation of the overall effectiveness of training programs.• Redesigned SHRM’s Customer Care’s New Employee Orientation program; improved graduation rates with an average assessment score of 91%, student survey scores of 92% and post 30-60-90 quality scores of 89%. Show less

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  United States Senate Federal Credit Union

  Dec 2019 - now

  Plan and administer the training and development function for USSFCU to ensure that the employees have the skills and knowledge to work effectively, can meet current and future business objectives, and deliver quality products and services that meet members’ needs.

  • DEI Officer

    Dec 2022 - now

  • Training Manager

    Dec 2019 - Dec 2022