San Francisco Bay Area, CA 94605
(510) 910-1891 / firstname.lastname@example.org
Training & Communications Specialist
A top-performer with a background in learning, development and training communications, with an emphasis on adult education. Exceptional understanding of how to manage organizational needs and build effective instructional and developmental programs both for classrooms and eLearning settings. Background includes education, healthcare and nonprofit settings, cultivating a strong ability to quickly navigate operational goals to determine the best development, communication, and management strategies and outcomes.
Areas of Expertise
In-person and eLearning Instructional Design & Delivery of Programs
New Hire Training & Onboarding Assessment
Customer Feedback & Performance Improvement
Budgeting & Reporting
Program & Project Management
Goal Setting & Performance Management Ratings
Root Cause Identification & Process Improvement Implementation
Internal Auditing & Needs Assessment
Communications Planning & Execution
Data Documentation & Management
Macy’s Inc. 2017-present
Deliver outstanding customer service that offers a distinctive shopping experience, driving sales results and meeting sales goals, in a fast paced, team driven environment.
Deliver exceptional customer service experience and financial handling for hundreds of customers (daily) to meet purchasing needs and company goals.
Demonstrate expert styling consultation for varied customers to ensure fashion goals are achieved, increasing personal sales by 50%.
Ensure sales floor properly stocked and merchandise organized (fulfillment and recovery) for company wide sales events to increase customer satisfaction and meet business goals.
Education First International School – Mills College _ 2016 – 2017
English & Business Studies Professor
Designed curriculum and facilitated learning for ESL students within the pre-MBA program. Increased student achievement in business acumen, small business finance raising and budget planning, communication/media analysis and analytical writing for GRE/GMAT testing and university applications.
Developed a variety of business case scenarios to replicate “real world” business settings to aid over 50 students per quarter master business terminology and understand U.S. corporate expectations.
Advised and coached students through multiple business courses promoting individual and small business development, financial planning, compliance/regulation research and implementation, and short/long term management strategy.
Counseled/coached, assessed and provided expertise analysis and strategic planning to empower students to set and accomplish short and long term educational and career goals in conjunction with overall English language mastery.
Kaiser Permanente _ 2004 – 2015
Benefits Administration Communications and Training Management (2008-2015)
Designed and implemented a system of communication and training to boost engagement among health plan, hospital and medical group stakeholders. Compiled templates to facilitate interactions and to boost response times. Trained staff on current state and federal regulations, as well as changes to their work processes.
Created and implemented a ‘one stop shop’ for stakeholders requiring immediate responses to insurance and government regulations questions, which boosted stakeholder early engagement 75%.
Designed staff presentations, guides, and training “cheat sheets” to enhance staff understanding of complex benefit features and government regulations. Increased output and direct service response times by 25%.
Analyzed metrics for communication, training and development planning and execution, utilizing individual, program, and “lessons learned” data to improve employee engagement and development up to 50% in project-related departments.
Front Office Operations Improvement (FOOI) Training and Development Management (2004-2008)
Managed 25 learning consultants tasked with creating and executing staff training courses on policy, procedure and IT applications for over 5,000 Front Office staff in Northern California. Developed and coached staff to improved individual and program goals. Reviewed procedures to identify opportunities for improvement and workflow enhancement. Collaborated with leadership team and partner executive management to maintain consistent practices and to align with business goals.
Implemented a blended learning strategy, using eLearning trainings (webinar; telepresence) to minimize resource allocation, bridge gaps between the classroom and application and boost training outcomes.
Conducted needs assessments to identify gaps in program offerings, staff learning and team development, boosting operational engagement and development, and reducing organizational complaints and grievances.
Program managed and assisted in development and assessment of LMS courses (KP Learn-Saba; Sharepoint).
Previous role as a Professor at San Francisco State University and local Community Colleges (1992-2004)
EdD Coursework — Multicultural/International Education (University of San Francisco)
MA – Ethnic Studies (San Francisco State University)
BA – English Literature (University of California, Santa Barbara)
Questions? Interested in learning more? We would love to connect!
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