CORPORATE TRAINING & DEVELOPMENT MANAGER
COACHING / PROGRAM MANAGEMENT / PERFORMANCE MANAGEMENT

Expert in designing and delivering training programs that achieve organizational
excellence and drive performance improvement.
Multi-faceted, take-charge training professional with 10+ years experience
identifying methods for improving staff productivity, responding to training
needs, and impacting performance. Progressed rapidly through the ranks with
increasing levels of responsibility leading groups from problem resolution to
action and improvement. Recognized for expertise in cultivating talent and
delivering profitable solutions to a continuous improvement organization.
Exceptional interpersonal skills with natural talent to build team trust, fuel
growth, initiate change, and inspire enthusiasm.

Presentation Skills. Dynamic group facilitator; highly articulate and expressive
communication abilities. Adept in
tailoring information to the level of listener and able to convey complex
information into meaningful terms.
Relationship Management. Committed to improving customer's situation by
providing best service possible.
Team Leadership. Skilled in engaging and empowering leaders. Able to build
performance-driven teams that achieve maximum potential and reliably deliver.
Foster sense of pride, satisfaction, and high levels of employee retention.

AREAS OF EXPERTISE

 * Training Program Design & Instruction
 * Train-the-Trainer Development
 * Training Reporting and Tracking
 * Call Center Management
 * Project Management
 * Performance Improvement
 * Team Leadership
 * Ethics and Compliance
 * Customer Service

PROFESSIONAL EXPERIENCE

SPRINT NEXTEL CORPORATION, RESTON, VA 1999 - Present
As an industry leader, Sprint is the second largest wireless broadband network
and third largest wireless telecommunications system in the U.S.. The company is
also a major long distance provider and global internet carrier. Sprint yields
annual revenues of $27 billion, with a global workforce comprised of 60,000
employees.

Ethics and Compliance Program Manager 2006 - Present
Fast-track promotion to lead and oversee training, communication, and enforce
compliance to The Sprint Nextel Code of Conduct. Held full accountability to
establish and convey a shared, universal vision among Sprint Nextel's
corporate-wide workforce concerning the importance of ethical and legal
responsibility. Spearheaded an ethics program with continuous process improvement
through benchmarking, organizational affiliations, and networking. Participated
and engaged in cross-functional teams advocating ethics and compliance principles
and supporting company goals.
Selected Achievements
 * Employee Training. Launched, created, and developed innovative corporate
training programs, strategies,
and solutions to create an environment of trust and confidentiality and
eliminate or reduce employee retaliation.
 * Culture Change. Fostered an organizational-wide philosophy of trust and
commitment to ethics and integrity.
 * Ethics & Compliance Initiative. Authored and composed the first edition of
corporate newsletter; "Leading with Integrity." Designed as a tool to inform,
educate, and empower workers in ethical decision-making practices.
 * Employee Assessment. Administered compliance surveys across multi-site
business units to investigate overall compliance. Joined forces with executive
team to compile data and develop action plans, resulting in formalization of a
code of conduct and 23 ethics/compliance presentations. This plan provided an
effective tool for managers to facilitate productive meetings and support efforts
in leveraging compliance issues across multi-site entities.
 * Process Improvement. Rolled out yearly ethics/compliance training initiatives
generating a 100% compliance rate.

Supervisor, Business Service Assurance Center 2003 - 2006
Built and led a high performance technical team of 13 within a 36 member call
center workforce. Supervised CSR's and supplied expertise to support customer
relations and maximize productivity. Selected to initiate and revitalize all
hiring, training, coaching, and development. Delivered annual reviews and merit
increases. Executed all customer escalation issues and processes. Leveraged
multiple business units; met and exceeded all goals and stated customer
satisfaction objectives for the Sprint Business Services group, Government
Systems Division, and Wholesale Services Unit.
PROFESSIONAL EXPERIENCE (CONTINUED)
Selected Achievements
 * Promotion. Handpicked for leadership abilities and fast-track advancement
from a large qualified candidate pool.
 * Employee Retention. Aggressively lowered employee turnover rate to 98% by
increasing promotions, with 2% attributing to layoffs and firings. Accomplished
effective retention strategies by encouraging an open work environment,
supporting career guidance, team building initiatives, and recognizing success.
 * Coaching. Eliminated roadblocks impacting call center CSR goal achievement.
Empowered staff with coaching expertise in customer satisfaction and problem
solving techniques.
 * Goal-driven. Led workforce to attain individual and center-wide goals
established for the Sprint Business Services Group, Government Systems Division,
and Wholesale Services Group.
 * Performance Optimization. Grew customer loyalty and satisfaction ratings by
decreasing open ticket time and accelerating problem resolution cycles. Increased
overall CSR performance ratings by assessing and implementing strategies to
streamline processes and efficiently tackling quality improvement efforts.

Technical Trainer, University of Excellence 2000 - 2003
Orchestrated the design, development, and facilitation of multiple training
curriculums and webinar classes on Data and Switched technology. Set pace for new
hire customer service onboarding and overall training objectives. Delivered
employee development and quality assurance evaluations across all levels, from
new hire to tenured customer support representatives. Expertly mentored, coached,
and offered feedback for all customer support representatives.
Selected Achievements
 * Learning & Development. Boosted CSR morale and propelled helpline metrics by
designing comprehensive
call center training methodology to ensure positive learning transition
outcomes. Collaborated with leadership
to facilitate a continuous and formalized training initiative, with goal to
elevate call center performance objectives.
 * Process Improvement. Catalyst in streamlining processes for distribution of
new hire course information.
Co-developed up-to-date materials with Sprint University colleagues and ensured
data was accurately maintained.
 * Performance Management. Overhauled and redesigned an innovative trainer
reporting tool, improved documentation methods for new hire assessment, and
increased management's ability to review and interpret data.

Senior / National Account Support Representative 1999 - 2000
As interim supervisor and qualified decision-maker in absence of management,
supported and directed teams in delivering optimal customer service performance.
Utilized talent to build positive rapport, cultivated profitable client
relationships, and educated customers about product information. Productively
opened, escalated, and updated trouble tickets to resolve customer issues.
Supplied advanced level, quality support to customers with complex, technical
issues.
Selected Achievements
 * Employee Development. Established groundwork for improving new hire
onboarding process. Created job aid materials, supported trainer with course
curriculum objectives, and assisted employee in process and procedure.
 * Problem Resolution. Championed a communication plan to assist management with
high priority escalated issues. Implemented strategy between shifts to open
communication doors and accelerate information flow.
 * Process Improvement. Joined forces with IT to resolve large number of client
concerns involving technical service requests. Formulated a plan to reduce client
complaints and bridged communication across customer service lines.

ADDITIONAL EXPERIENCE

Manager, Cort Furniture, Manager, U.S. Medical Weight Loss, Manager, Britches of
Georgetown,
Manager, Fine Jewelry, J.B. Rudolf/Bloomingdales, Manager, Tyson's Corner VA,
Manager, Chicago, IL

EDUCATION & CERTIFICATIONS

Johnson and Wales University, AA, Baking & Pastry Arts, Providence, Rhode
Island
Certified Adult Learning - Sprint University
HONORS & AWARDS
Sprint Quality of Excellence Award, Sprint Distinguished Contributor Award