235 First St., Dallas, TX 78247 ~ (210) 555-1234 ~
TRAINING PROFESSIONAL - SUMMARY OF FUNCTIONAL QUALIFICATIONS
Over 6 years of management experience with a proven track record for successfully empowering
teams through coaching, effective feedback, mentoring, encouraging creativity, and rewarding
Managed teams of various levels, including front-line representatives in a call center environment
and a team of highly-skilled trainers responsible for company-wide training and development
Previously responsible for managing all customer-care related training needs for two internal
centers and nine external vendor contact centers.
Instructional Design and Delivery
Possess a solid understanding of adult learning styles, curriculum development, and training
methods that motivate and inspire.
Comfortable speaking to groups of varying size and experience. Described as a natural problem-
solver who uses innovation and creativity to perform needs analysis, design, develop, deliver, and
evaluate training initiatives.
Have designed and facilitated courses covering a broad range of topics, including:
DiSC Personality Assessments
Mentoring and Coaching
Call Center Quality
Transitioning into Management Collaborating for Success
Organization and Leadership Development
Hands-on experience with three company acquisitions and the implementation and management
of interventions that enhanced leadership skills, minimized loss, increased performance levels, and
positively impacted employee satisfaction.
Handle the delivery of all Change Management initiatives and Leadership Development
programs, as well as other organizational development needs identified through employee surveys,
interviews, 360-degree assessments, focus groups, and observation.
Careforyou, San Antonio, TX
Sr. Training & Organizational Effectiveness Specialist
2005 - Present
Develop, manage and evaluate training and organizational effectiveness strategies that promote the
development of a skilled, high-performing, motivated workforce focused on the achievement of company
key performance indicators.
Collaborate with business leaders to assess organizational functioning, develop improvement plans,
and lead projects that support growth and drive results
Serve as internal consultant to all levels of management to identify and resolve issues, such as;
employee retention, skill development, professional growth, succession planning, and performance
Partner with business unit leaders and serve as a strategic resource to assess company-wide training
and development needs as well as provide recommendations for change