Learning and Development Manager Resume
|Desired Industry: Business/Management
|Desired Job Location: Arlington, Virginia
||Date Posted: 1/2/2020
|Type of Position: Full-Time Permanent
||U.S. Work Authorization: Yes
|Job Level: Management (Manager, Director)
||Willing to Travel: Yes, Less Than 25%
|Highest Degree Attained: Masters
||Willing to Relocate: Yes
Goal-oriented, performance-focused, and resourceful professional, with comprehensive background in professional coaching, employee supervision and relations, and administrative management. Skilled at implementing instructional strategies and conducting innovative training and development programs to optimize operational processes and increase team productivity. Known for outstanding capability in conceptualizing training strategy and learning tools toward the attainment of business needs and objectives. Proficient with Microsoft Office Suite and Adobe Creative Suite.
AMERICAN MANAGEMENT ASSOCIATION – ARLINGTON, VA
Faculty: Month 2017–Present
Facilitate several public sessions, including Training the Trainer; Customer Excellence: How to Win and Keep Customers; and Generational Diversity: Bridging the Gap Through Effective Communication
Develop client’s analytical aptitude, relationship management, business acumen, and professional effectiveness through structured learning activities and coaching.
VERIZON – HANOVER, MD
Manager, Learning and Development: Month 2015– Month 2018
Closely coordinated with the course sponsors and stakeholders in evaluating course learning objectives; organizational training requirements; and business channel goals to include in the curriculum design process.
Determined performance needs and executed essential training to new and tenured trainers.
Provided hands-on training, feedback, and evaluation to boost competency of trainers.
Assess business efficiency by completing return on investment (ROI) studies.
Multiplied training capacity of over 20 new trainers through in-depth coaching and mentorship.
Structured the Learning Management System process for instructional designers, trainers, and stakeholders.
Capitalized on industry expertise in creating and implementing the following programs:
- Training programs regarding customers service and sales;
- Training deployment strategies for contact center nationwide;
- Human resource initiatives companywide;
- Train the Trainer program for cross-functional trainers throughout the organization; and
- Strategic procedures for curriculum lifecycle improvement and training evaluation.
Displayed outstanding leadership during the integration of Mobile Security and Google Email, thus earning Employee of the Quarter in first and third quarter of 2018.
VERIZON – LAUREL, MD; HANOVER, MD; HUNTSVILLE, AL
Area Training Manager: Month 2009– Month 2015
Effectively supervised the Customer Service Training Team with 10 senior trainers in contact centers across Huntsville, Alabama and Hanover, Maryland.
Formulated effective plans for national and multichannel projects.
Took full charge of tasks delegation, prioritization, resource allocation, and issue resolution ensuring on-time and on-budget completion.
Trained more than 500 employees regarding new hire and continuing education initiatives in Northeast area contact centers.
Spearheaded large-scale projects, including instituting three contact centers, comprised of plan analysis, program designing, and stakeholder feedback execution.
Evaluated learning program effectiveness by gathering return on investment data.
Interacted with various professionals and teams in fulfilling key duties:
- 10 senior training professionals of the remote team in different business channels;
- Stakeholders in determining education needs and best delivery approaches for learner retention;
- Direct reports, senior leaders, and curriculum designers in translating business requirements into learner-centered training solutions; and
- Center leadership and supervisor in building career tracks.
Served as a driving force in improving the New Hire Training Program, thus increasing workforce by 75% in a four-week period.
Made major contribution to the implementation of national projects and programs, resulting in excellent learner experience and fulfillment of business and development needs.
Launched the Change Management Course in markets within Singapore and Manila.
Achieved the 2013 Employee of the 2nd Quarter for presenting insights for Training Magazine’s Conference; and the 2014 Employee of the 3rd Quarter for developing the Change Management Program
Earlier Position Held:
Senior Retail Sales Trainer: Month 2006–Month 2009
Master of Arts in Human Resource Development: Month Year
Bowie State University – Bowie, MD
Bachelor of Arts in Business Administration: Month Year
University of Maryland, Eastern Shore – Princess Anne, MD
implementing instructional strategies and conducting innovative training and development programs to optimize operational processes and increase team productivity. Known for outstanding capability in conceptualizing training strategy and learning tools toward the attainment of business needs and objectives. Proficient with Microsoft Office Suite and Adobe Creative Suite.
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