Trainer, Public Speaker, Learning & Development Manager/Supervisor and/or Technical Writer
I am seeking a position as a Trainer, Public Speaker, Learning & Development Manager/Supervisor and/or Training Technical Writer that utilizes my experience and background.
Interests and Qualifications
My interests and qualifications include learning and delivering complex systems and resources training, managing people, services and programs. I have excellent verbal, written communication and computer skills. I have been successful in technical writing for training and development purposes. My public speaking, management, training, project management and coordination skills are excellent. I''m looking for a stimulating work environment that promotes positive team spirit. I have been an instructor while managing education programs since 1988.
I received my Bachelor of Science Degree in Liberal Arts & Sciences with a major in Communications and a minor in Psychology. I want to utilize as many of my skills as possible and be valued as a quality partner in business with outstanding work ethic, integrity and confidence. I enjoy supporting associates while observing the success of their accomplishments after training. I find it very satisfying when I am able to provide both motivational and developmental feedback to others. My support for them not only engages them... it engages me as well.
Fidelity Investments - Albuquerque, New Mexico Learning Specialist / Facilitator: May 2008 - February 2012
I enjoyed building great relationships with all of our Associates, Business Managers, Directors, and Vice Presidents at Fidelity Investments. We have learned a great deal and worked quite effectively as a real team to successfully go "live" at our call center in July of 2008. I had the responsibility for conducting 7-week "New Hire Training Programs" on: 1) Health and Insurance Plans, 2) Defined Benefits (Pension) Plans, and 3) Fidelity Systems and Resources (each with a class size averaging 25 students). Through these programs, I provided comprehensive instruction on World Class customer service skills. I also delivered "Client and Plan Training" on: 1) Specific/Nationwide Health and Insurance Plans, and 2) Customized Processes and Procedures. The clients I supported through these training projects included IBM, Bank of America, Kraft, Pfizer and General Motors (about 45 major clients in all). The "Annual Enrollment Training Program" is considered to be one of Fidelity''s biggest challenges each year. I (along with over 350 trainees) have completed four of these annual events at our site in Albuquerque. I assisted in the development of customized course materials and training for these call center associates. I provided similar training for Payroll and Pension.
Pueblo of Sandia - Albuquerque, New Mexico (Sandia Resort & Casino, Tribal Administration and Bien Mur Indian Market Center) Human Resources Trainer: October 2003 - February 2008
Developer, Technical Writer and Trainer while focusing on: Comprehensive Customer Service Learning System (called the Customer FOCUS Program) Mandatory Management Training (Transition to Management, Manager(tm)s Survival Kit Training, Behavioral Interviewing, New Employee Departmental Checklist Training, Leading the Way to Customer FOCUS, Positive Corrective Action, Conducting Performance Appraisals) New Employee Orientation Training Beginning, Intermediate and Advanced levels of primary Microsoft Office Applications (MS Word, Excel, PowerPoint and Outlook) Computer File Management Skills Customized Departmental Training (i.e. Blood/Body Fluid Clean-Up Training for Facilities and Maintenance Staff)
Leadership Skills (while at the Pueblo of Sandia) Toastmasters Club President (March 2007 - February 2008) Leader of formal meetings held every two weeks to support employees and management when practicing public speaking and leadership skills. Created agendas and led professional meetings (practice sessions) as a means to improve the performance of all members. Assigned roles for upcoming meetings including Primary Toastmasters (Meeting Leaders), Speakers, Evaluators, AH/Grammarians, Table Topic Masters, Timekeepers, Vote Counters, General Meeting Evaluators, etc.
Charter Bank - Albuquerque, New Mexico Systems Liaison/Trainer: May 2003 - October 2003
I was initially hired to a certain job description that included assisting other employees with bank reporting and systems training. After being hired, Charter Management did not support that description and my responsibilities became indeterminate. For that reason, I left Charter Bank after five months for the more stimulating position at Sandia Resort & Casino (please see my experience shown above).
Express Scripts - Albuquerque, New Mexico Customer Service Associate: November 2002 - May 2003
I returned to my home state of New Mexico from Arizona and accepted this temporary position at Express Scripts for the opportunity to learn more about the call center environment. My primary responsibility was to educate insurance company members about their pharmacy benefits, co-pay amounts, and costs of formulary and non-formulary medications. I also utilized our network system when completing the refill process for medications as customers requested them.
Teletech/UPS - Tucson, Arizona Universal Customer Service Agent: April 2002 - October 2002
Scheduled domestic UPS package pick-ups, provided detailed shipping rate information, offered appropriate shipping/delivery service options and modified existing details of packages to be shipped. Also handled customer complaints, concerns and issues while maintaining a confident and positive attitude.
Lovelace Health Systems - Albuquerque, New Mexico Manager of Computer Education and Trainer: June 1997 - April 2001
Manager of technical trainers (teaching Microsoft Office and other software/business systems and applications).
Computer Help Desk Representative. Collaborated in dramatically improving Help Desk performance (27% resolution rate by phone in May of 1997; 83% resolution rate by January of 1998).
Trained Lovelace employees on computer applications including Microsoft Windows, MS Word, PowerPoint, Excel, Outlook, Internet/Intranet, Introduction to PCs and other business systems.
Assessed Lovelace computer training needs and developed training programs to meet those needs for over 2000 employees. Also an active team member of the Information Systems Quality Control meetings and initiatives.
Participated in creating 24 training manuals for the organization''s primary network facility. Developed detailed lesson plans and coordinated training schedules.
Developed and presented seminars to employees on the subject of "Customer Support Choices". This presentation was essential in order to improve the interaction between our employees and internal customers outside of our department.
Telemet America, Inc. - Alexandria, Virginia Software Support Specialist: February 1996 - February 1997
Provided customized feature training sessions of real-time stock quote software for financial investors nationwide. Creator and Technical Writer of user manuals distributed to 1,750 clients. Developed quarterly newsletters and coupon as well as other marketing materials sent to all clients.
Netrix Corporation - Herndon, Virginia AT&T Manager of Technical/Sales Support: February 1993 - February 1996
Developed and integrated/delivered product training for over 4000 AT&T Sales Associates nationwide. Collaborated in generating over $5 million in sales of complex voice and data products. Earned the 1994 Sales Achievement Award for my sales training, program coordination and technical/sales support.
National Renewable Energy Laboratory (DOE) - Golden, Colorado Voice Network Specialist: January 1992 - January 1993
Utilized my certification of the AT&T System 75 and Definity G1/G3 PBX equipment and collaborated in the successful installation of these new primary telephone systems. I was certified while with Hall & Evans Attorneys (please see below). Also supervised support services for all telecommunication equipment and provided weekly training sessions on voice mail and telephone feature options.
Hall & Evans Attorneys - Denver, Colorado Communications Specialist: January 1988 - January 1992
Managed maintenance processes for all telecommunications and computer equipment. Developed training sessions for over 300 employees on computer software and telephone features. Also certified on the AT&T System 75 and Definity G1/G3 telephone systems.
Eastern New Mexico University - Portales, New Mexico Bachelor of Science Degree - Communications Liberal Arts & Sciences - Graduated in December of 1985 Major: Communications - Minor: Psychology
Professional Associations and Certifications
Member of the American Society for Training & Development (ASTD) while with Fidelity Investments (May 2008 - Present).
Team Leader of the Citizen School Apprentice Program, a volunteer educational program offered to middle school students. The subject: Public Speaking Skills (January 2010 - Present). I was recently awarded the Best Volunteer of the Month in March 2010.
President of the Toastmasters Club while with the Pueblo of Sandia (March 2007 - February 2008).
Director of Public Relations, Tele-Communications Association (TCA) while with Hall & Evans Attorneys (March 1998 - January 1992).
Certified on the AT&T System 75 and G1/G3 Telephone (PBX) Systems (January 1988).
CPR and AED Emergency Training - Re-Certified by the American Red Cross (April 2010).
Earned the 1994 Sales Achievement Award for my nationwide training, program coordination and technical/sales support while at Netrix Corporation.
Awarded the Information Systems Department''s Employee of the Month in January of 1998 and August of 1998 while at Lovelace Health Systems.