This individual has over 10 years of experience in training and development roles, specializing in designing programs to improve staff performance and productivity. They are skilled in developing training curriculums, coaching employees, and managing compliance programs. Currently serving as an Ethics and Compliance Program Manager at Sprint, responsibilities include establishing an ethics program and training initiatives to foster a culture of integrity.
This individual has over 10 years of experience in training and development roles, specializing in designing programs to improve staff performance and productivity. They are skilled in developing training curriculums, coaching employees, and managing compliance programs. Currently serving as an Ethics and Compliance Program Manager at Sprint, responsibilities include establishing an ethics program and training initiatives to foster a culture of integrity.
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This individual has over 10 years of experience in training and development roles, specializing in designing programs to improve staff performance and productivity. They are skilled in developing training curriculums, coaching employees, and managing compliance programs. Currently serving as an Ethics and Compliance Program Manager at Sprint, responsibilities include establishing an ethics program and training initiatives to foster a culture of integrity.
Copyright:
Attribution Non-Commercial (BY-NC)
Available Formats
Download as TXT, PDF, TXT or read online from Scribd
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 ident ifying methods for improving staff productivity, responding to training needs, a nd impacting performance. Progressed rapidly through the ranks with increasing l evels of responsibility leading groups from problem resolution to action and imp rovement. Recognized for expertise in cultivating talent and delivering profitab le solutions to a continuous improvement organization. Exceptional interpersonal skills with natural talent to build team trust, fuel growth, initiate change, a nd 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 inform ation into meaningful terms. Relationship Management. Committed to improving customer's situation by providin g best service possible. Team Leadership. Skilled in engaging and empowering leaders. Able to build perfo rmance-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 a nd third largest wireless telecommunications system in the U.S.. The company is also a major long distance provider and global internet carrier. Sprint yields a nnual revenues of $27 billion, with a global workforce comprised of 60,000 emplo yees. Ethics and Compliance Program Manager 2006 - Present Fast-track promotion to lead and oversee training, communication, and enforce co mpliance to The Sprint Nextel Code of Conduct. Held full accountability to estab lish and convey a shared, universal vision among Sprint Nextel's corporate-wide workforce concerning the importance of ethical and legal responsibility. Spearhe aded 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 comp any goals. Selected Achievements * Employee Training. Launched, created, and developed innovative corporate trai ning programs, strategies, and solutions to create an environment of trust and confidentiality and eliminat e or reduce employee retaliation. * Culture Change. Fostered an organizational-wide philosophy of trust and commi tment to ethics and integrity. * Ethics & Compliance Initiative. Authored and composed the first edition of co rporate newsletter; "Leading with Integrity." Designed as a tool to inform, educ ate, and empower workers in ethical decision-making practices. * Employee Assessment. Administered compliance surveys across multi-site busine ss 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 lever aging 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 ce nter workforce. Supervised CSR's and supplied expertise to support customer rela tions and maximize productivity. Selected to initiate and revitalize all hiring, training, coaching, and development. Delivered annual reviews and merit increas es. Executed all customer escalation issues and processes. Leveraged multiple bu siness units; met and exceeded all goals and stated customer satisfaction object ives for the Sprint Business Services group, Government Systems Division, and Wh olesale Services Unit. PROFESSIONAL EXPERIENCE (CONTINUED) Selected Achievements * Promotion. Handpicked for leadership abilities and fast-track advancement fro m a large qualified candidate pool. * Employee Retention. Aggressively lowered employee turnover rate to 98% by inc reasing promotions, with 2% attributing to layoffs and firings. Accomplished eff ective 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. E mpowered staff with coaching expertise in customer satisfaction and problem solv ing techniques. * Goal-driven. Led workforce to attain individual and center-wide goals establi shed for the Sprint Business Services Group, Government Systems Division, and Wh olesale Services Group. * Performance Optimization. Grew customer loyalty and satisfaction ratings by d ecreasing open ticket time and accelerating problem resolution cycles. Increased overall CSR performance ratings by assessing and implementing strategies to str eamline processes and efficiently tackling quality improvement efforts. Technical Trainer, University of Excellence 2000 - 2003 Orchestrated the design, development, and facilitation of multiple training curr iculums and webinar classes on Data and Switched technology. Set pace for new hi re customer service onboarding and overall training objectives. Delivered employ ee development and quality assurance evaluations across all levels, from new hir e to tenured customer support representatives. Expertly mentored, coached, and o ffered 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 elev ate call center performance objectives. * Process Improvement. Catalyst in streamlining processes for distribution of n ew 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 repor ting 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, sup ported and directed teams in delivering optimal customer service performance. Ut ilized talent to build positive rapport, cultivated profitable client relationsh ips, and educated customers about product information. Productively opened, esca lated, 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 onboardin g process. Created job aid materials, supported trainer with course curriculum o bjectives, 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 com munication 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 clien t 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, Ma nager, 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