Experience

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  Verizon wireless

  Jan 2004 - Jan 2014

   Conducted advanced new hire, sales skills/products/data, collections, leadership, management, cross-functional and other training sessions to internal and external partners enhancing customer service and sales opportunities, reducing turnover by 20%.  Collaborated with leadership to create, document, develop, and facilitate imbedded base trainings resulting in understanding of cross-functional role, increased productivity, and effective use of business acumen. Experience working with all levels of the organization up to and including the executive team. Key partner with workgroup for continuous training improvement and program effectiveness. Utilized performance coaching techniques and mentoring with new hires and tenured employees to analyze data and identify root causes that determined appropriate learning solutions resulting in 20 being promoted to new positions in a 3-year period.  Served as lead trainer for the team and in classroom, receiving 4.0 and 5.0 scores on a 5 point scale. Show less  Managed all business, national, and government accounts providing support for technical support, billing and service related inquiries.  Reviewed accounts and identify opportunities to increase revenue with service solutions.  Troubleshoot hardware and software issues and identify network and/or application issues while providing exceptional customer service.  Provided detailed information on setting up/configuring voice and data products while verifying provisioning and diagnosing device or network issues. Show less

  • Sr. Trainer

    Jan 2005 - Jan 2014

  • Business/ Technical Support Center Coordinator

    Jan 2004 - Jan 2005
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  Acloche

  Jan 2014 - Jan 2015

  Corporate trainer

   Developed an education, training and development department that links directly to organizational business goals and objectives. Devised and executed strategic recruitment plans aligning with the company’s recruitment strategy.  Train applicant processors and management-level staff on behavioral interviewing skills to optimize hiring practices.  Sourced resumes to select best qualified candidates and interviewed candidates to better assess qualifications and ascertain personality, personal character, and work ethic.  Evaluated and measure the effectiveness of training and development programs. Developed and implemented new training programs and coordinated existing training programs based on needs assessments. Show less

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  State of ohio

  Jan 2015 - now

  Technology-based training developer

   Responsible for writing, designing, developing and delivering training curriculum, web-based training, and webinars for statewide use using adult learning theory methodology. Evaluate and conduct training needs assessments and make recommendations based on findings.  Maintain reporting for training activities and analyze business data to report trends and make recommendations.