Highlights of Qualifications
? Three and a half years experience as a Training Specialist in the manufacturing industry
? Eight years plus of customer service, support, supervisory, and sales experience
? Proficiently skilled in Microsoft Office, Adobe, and Macromedia applications
? Currently in completion of the Adult Education / Staff certificate program at Seneca
College; Anticipated graduation date in October 2010
? Currently a member of the Canadian Society of Training and Development Association
? Strong facilitation, communication and presentation skills; People and goal oriented
Summary of Career Achievements
Ash City World Wide March 2007 - July 2010
Customer Service Training Specialist
Learning & Development
? Responsible for the preparation and delivery a five week in-class New Hire Training
Program, entailing systems, services, products, and procedures knowledge in a classroom
? Three and a half years experience of designing, delivering, and measuring the effectiveness
of a five week new hire training program.
? Accountable for evaluating and measuring the progress and success of both the new hires
and existing employees.
? Designed and delivered an array of New Hire Training programs for other departments in a
classroom environment targeting systems, products, procedures, and soft skills.
? Composed online needs assessments to further identify areas of opportunity prior to the
design of all training programs.
? Consults with various departments to identify employee training and development
requirements through preparing needs analyses for blended learning programs.
Summary of Career Achievements Continued…
? Collaborates with Subject Matter Experts (SME's) to clearly understand and identify
target audience and content requirements to construct learning and performance outcomes.
? Frequently consulted with upper management to communicate the learner feedback of
recently delivered training programs.
? Consistently makes use of Key Performance Indicators (KPI’s) to determine training
GAPS and areas of improvement.
? Accountable for conducting research using a variety of resources throughout the design
phase of a training program.
? Responsible for developing and updating a variety of courseware including training
manuals, presentations, workbooks, quizzes, exercises, training aides, and other content to
enhance the way in which learners applies their new knowledge.
? Responsible for creating learner feedback forms as a part of measuring the effectiveness of
the training program, along with identifying areas of improvement.
? Developed and designed performance based training, on areas such as coaching, and
providing excellent customer service, and consultative selling to improve and enhance the
performance of the several departments within the organization.
? Designed Train-the-Trainer programs related to soft skills, and helped the trainer prepare
for upcoming training sessions.
? Implements original and inventive techniques to curriculum design and development,
which has demonstrated to drive the learning and retention of participants.
? Formulated an array of instructional methods to heighten and maximize knowledge
retention, ensuring participants that their knowledge can be easily transferred to their work
? Prepares and provides constant feedback to employees as a means of offering additional
? Initiated the implementation a training log which is used to keep track of the type of
training each individual has received in the course of a month, quarter, or year.
? Designed and implemented a monthly newsletter created specifically for the Customer
Service Department named “Exposed”, which publishes critical findings and research
conducted by those in the Learning & Development department.
? Designed campaigns to build awareness to the Customer Service Department regarding
new processes, and other communications.
? Strong facilitation skills; Frequently incorporates all adult learning styles throughout a
training session, program, or courses.
? Provides assistance in the development of a yearly certification process as a means of
validating the current knowledge and practices in the Customer Service department.
? Traveled to the U.S. to facilitate training programs to Customer Service Representatives.
? Redesigned and condensed the New Hire Training into a two week program to be delivered
to CSR’s in the Kansas City Distribution Centre.
? Conducts bi-weekly or monthly webinars with CSR’s in Kansas City via GoToMeeting, to
reinforce changes and updates to the departments Standard Operating Procedures.
? Co-facilitated a product training session to the US sales force at Ash City’s annual Sales
? Calculated and prepared a cost-analysis for the Training & Development department
? Frequently conducted administrative duties such as updating logs, creating and distributing
certificates, gathering data from various feedback forms, creating ballots, and preparing
purchase orders for the department.
Adult Education / Staff Training Certification (January 2008 – Current)
? Currently working towards obtaining a certification in Adult Education / Staff Training
? Gained knowledge in identifying best practices for selecting appropriate methods of
? Strong, extensive experience and application of adult learning styles and theories
? Extensive knowledge in curriculum and program development
? Demonstrated the ability to create highly effective training materials in both print and
? Good experience in applying the learning cycle when creating facilitation plans
? Closely studied motivators of adult learners and have incorporated this knowledge when
developing training programs
? Strong knowledge of preparing and calculating the ROI on various training programs.
Web Development (Graduated 2006)
? Completed a two year program
? Proficient skills in Adobe, Macromedia, and other multimedia applications
? Extensive knowledge of relational databases
? Worked in both Windows and Linux GUI environments
? Well experienced in creating websites
? Highly skilled in applying of the concepts of design for print and web
? Strong knowledge and application of print
? Developed storyboards for clients which entail specific usage of colour, layout, images, and
fonts before production.
? Created a wide variety of material for clients such as websites, stationary (including
business cards, invoices, letterhead, etc.), flyers, and advertisements.
? Available on request