Dedicated, results-oriented Corporate Trainer eager to contribute 25+ years of experience to a challenging opportunity.

• Received multiple merit based promotions to roles with increasing responsibility due to expert level training and leadership skills.
• Continually recognized for ability to revamp existing processes and substantially improve operational performance.
• Skilled in building, training and leading high performance teams consisting of up to 14 members.
• Regarded for ability to deploy innovative training tactics focused on team member engagement and increased customer satisfaction.

• Streamlined existing training processes, resulting in a company savings of $100M+ over a 10-year period.
• Managed all components of portfolio containing 44 initial training streams.
• Significantly increased customer retention levels by implementing highly effective customer care training programs.
• Strategically identified areas of improvement and developed one hour virtual training sessions for 135 Trainers.

AT&T 2002-Present

Associate Director Training Design (2016-Present)

• Leverage strong leadership skills to direct daily operations of 14 team members, focusing heavily on performance management, career path advancement and employee growth.
• Continually design new training program delivery methods.

Lead Performance Consultant (2015-2016)

• Collaborated extensively with Senior Vice Presidents to devise strategic training plans; continually developed relevant training materials.
• Focused heavily on identifying client needs and developing individualized strategies to promote satisfaction.
• Maintained uniformity across multiple business units.

Associate Director Training Delivery (2013-2015)

• Successfully built, trained and led team of 14 direct reports.
• Conducted thorough training programs focused on client relationship management, agent development and customer satisfaction.

Internal Master Trainer/Quality Support (2010-2013)

• Fulfilled key management position; oversaw Quality Support Team, steered special projects to an on time completion and cultivated positive relationships across multiple business units.
• Led highly effective Train the Trainer sessions; strategically revamped existing curriculum to encourage increased levels of engagement.
• Recognized for contributions to mobility call center camera system installation project.

Internal Master Trainer (2007-2010)

• Provided highly effective coaching to newly hired Trainers; focused heavily on improving employee performance and promoting overall growth.
• Contributed extensively to multiple special projects, including consolidation of Instructor Competencies Program, streamlining observation forms across business units and designing a pilot recording process for Train the Trainer sessions.

Vendor Master Trainer, 2005-2007 | Sr Training Manager, 2003-2005 | Customer Service Representative, 2002-2003

Master of Arts in Education/Adult Education and Training, University of Phoenix, Dallas, TX; 2014

Bachelor of Science in Management, University of Phoenix, Dallas, TX; 2010

Associate Degree in Computerized Business Systems/Accounting, Robert Morris College, Springfield, IL