Associate Director, Training Resume
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Name:

Brenda

Location:

US-Maryland

Experience:

Willing to Relocate:

Willing to Travel:

Most Recent Job Title:

Associate Director, Training

Personal Website:

Objective:

Proven leader with more than fourteen years experience in the technology sector seeking a management position where I can use my government contracting, marketing, information technology, wireless, customer relations and operations experience for future personal development and contributing to organizational growth.

Resume Text:

Professional Experience


Verizon Wireless - Laurel, MD


ASSOCIATE DIRECTOR, TRAINING - ENTERPRISE AND GOVERNMENT


November 2007 - Present


Training delivery and development leader managing a staff and initiatives focused on operations, government contracting requirements, sales and customer support skills for Federal, state and local contract vehicles to various workgroups companywide. Position requires up to 30% travel. Work in a PeopleSoft learning management and HR system.


-Strategy and process architect for government ethics training program contributing to and maintaining company's rating as #1 in contractor ethics by Ethisphere. Work in a PeopleSoft HR system. Requires 30% travel.


-Training lead for GSA-Federal Supply Schedule, Department of Defense contracts, Western State Contracting Alliance program modifications, state contracts and the League of Oregon Cities - NPP contract.


-Increased overall team productivity by 200%.


-Strategy owner for delivery, development and reporting processes deployed companywide, including Sarbanes Oxley requirements.


-Training recommendation author for the Global Enterprise Sales force.


 


INDEPENDENT MARKETING CONSULTANT - FERNANDOÆS MARBLE SHOP, INC.,


October 2007 - Present


Creator of market strategy to drive renewed brand recognition for a local family-run stone fabrication business.


-Designed company website, logo and signage.


 


Verizon Wireless - Laurel, MD


MANAGER, CURRICULUM DEVELOPMENT - NATIONAL DATA TRAINING


February 2005 - November 2007


Leader of a national remote team with members in 7 locations companywide and cross functional teams tasked with assessing employeesÆ needs and performance to create programs driving increased revenue and customer satisfaction related to the sale and support of wireless data products and technology across various workgroups and technologies. Position requires 40% travel. Work in a PeopleSoft learning management and HR system.


-Created processes for project initiation and tracking leading to the production of 25 new programs in 10 months.


-Developed and coordinated vendor-led product and technology training program for sales engineers, including CompTIA A+ certification preparation and partnerships with Qualcomm.


-Managed development of curricula for call center technical support employees transitioning to advanced troubleshooting support for complex products and their management resulting in substantial company savings.


-Recognized for introducing the organization to training on converged products and services in partnership with the Verizon Business learning organization.


-Recognized for managing a companywide initiative to improve training for retail store technicians resulting in improved customer satisfaction results, fewer product returns and greater efficiencies.


-Managed development and delivery of webinar training for sales cited as a Training Magazine best practice contributing to the companyÆs #6 ranking in the Training Top 100.


 


Verizon Wireless - Alpharetta, GA


TRAINING MANAGER, CALL CENTER OPERATIONS - SOUTH AREA MARKETING TRAINING


November 2003 - February 2005


Manager of 5 supervisors and their 34 direct reports across 5 geographic locations focused on onboarding frontline employees and driving performance through productivity goal attainment in partnership with operations, resource management staff and functional leadership. Requires 40% travel.


-Managed training function across multiple workgroups including 800 line, Business Support, Loyalty and Continuity Marketing, Collections and Credit.


-Created an integrated training program in partnership with Telesales leadership which contributed to achieving the goal of 10% of greater close rate and increased data product and accessory sales.


-Developed partnership program that included communication and the creation of targeted curriculum to address areas of opportunity identified by the business.


 


Verizon Wireless - Alpharetta, GA


PRODUCT MANAGEMENT CONSULTANT - SOUTH AREA MARKETING


March 2002 - November 2003


Wireless data product portfolio manager leading cross functional teams made up of operations, communications, finance and network through product launches and lifecycle management in partnership with employees, their leaders and headquarters.


-Developed pricing, promotions and sales incentives.


-Launched BREW, Short Messaging Services, Multimedia Messaging Services, voice portal, Mobile Web and 3G products.


-Developed programs that led to a text message revenue increase of 30% month over month.


-Developed programs that resulted in revenue gains of over $7 per BREW subscriber.


 


Verizon Wireless - Cary, NC


FIELD MARKETING CONSULTANT - SOUTH AREA MARKETING


June 2001 - March 2002


Point of contact for all marketing operations and channel support throughout the northern North Carolina district - including pricing, competitive tracking, product management and training and peer team lead. Requires 50% travel.


-Developed business plans to address sales opportunities in retail, business and indirect sales channels.


-Coordinated special events such as trade shows, store grand openings and all-employee meetings including vendor and media support.


-Managed hardware marketing program through initial and ongoing testing, training and inventory maintenance.


 


Verizon Wireless - Greenville, SC


SENIOR MARKETING ANALYST - CAROLINAS REGION MARKETING


March 2001 - June 2001


Region decision maker for pricing initiatives including billing conversions, billing table updates and ongoing maintenance to pricing, features and promotions. Responsible for compiling monthly sales performance reporting and competitive analysis information and disseminating it to leadership across the region. Provided training and communication support for all pricing, product and device launches.


-Led a major billing conversion covering former GTE markets in North Carolina, South Carolina and Georgia.


 


US Cellular - Gainesville, FL


PRODUCT INTRODUCTION SPECIALIST - NORTH FLORIDA/SOUTH GEORGIA CLUSTER


August 2000 - March 2001


Marketing operation manager responsible for product launch and ongoing management, development and delivery of product, sales skills and retention mechanics training, special events, marketing plans and analysis, competitive tracking and presentation of data to leadership. Manages relationships with advertising and public relations agencies.


-Participated in project team that set direction for the development of the company's intranet, Internet intranet site and CRM system.


-Project led new market acquisition.


-Awarded 2000 U.S. Cellular Vision Award.


-Awarded Headquarters Marketing Award in 2000 for leading the data mine effort for the national loyalty program.


 


US Cellular - Gainesville, FL


SENIOR RETENTION AND LOYALTY SPECIALIST - NORTH FLORIDA/SOUTH GEORGIA CLUSTER


January 1999 - August 2000


CRM campaign architect and program manager responsible for driving customer retention, sales and increased revenue. Responsible for supporting campaigns through training and communication to drive knowledge and skills.


-Named March 2000 Stellar Associate of the Month.


 


US Cellular - Gainesville, FL


SENIOR CUSTOMER CARE REPRESENTATIVE - NORTH FLORIDA/SOUTH GEORGIA CLUSTER


March 1998 - January 1999


Supervisor of a staff of eleven customer care representatives responsible for producing quantitative assessments of individual and team performance, implementing process improvement plans, writing and administering performance appraisals, and coaching and developing team members.


-Received department award for exemplary service for the year 1998.


 


US Cellular - Gainesville, FL


MOVE & RELOCATION SERVICES SPECIALIST - NORTH FLORIDA/SOUTH GEORGIA CLUSTER


August 1996 - March 1998


Program manager for wireless service relocation programs requiring direct customer contact, communication with representatives from other markets and partner carrier sales and customer service organizations.


-Developed and delivered training curriculum that was adopted for use by the National Move/Relocation group and implemented company wide.


 


Bob Knight PhotoMarketing - Tallahassee, FL


ASSISTANT MARKETING & SALES ACCOUNT MANAGER


October 1995 - August 1996


Account manager whose client base includes high school and university administrators and school board officials throughout Florida and California and the Walt Disney Company. Responsible for preparing contracts, marketing plans and proposals for new and existing clients and training sales employees and clients.


-Awarded 1996 Unsung Hero Award for the Marketing Department.


 


Bob Knight PhotoMarketing - Tallahassee, FL


INSIDE SALES REPRESENTATIVE


April 1994 - October 1995


Handled inbound sales inquiries and leads. Trained new employees on products, services and processes.


-Consistently recognized for exceeding sales quota and productivity goals.


 


US Army South, Deputy Chief of Staff, Logistics (DCSLOG)


Administrative Intern - Ft. Clayton, Panama, Republic of Panama


June 1992 - August 1992


Worked as clerk typist and office administrator for the DSCLOG. Assumed duties of secretary with no training.


- Received US Army On the Spot cash award and citation for exemplary service.


 


Education


-Master of Business Administration, 2000, Webster University


-Bachelor of Science, Public Relations, 1997, University of Florida


-Bachelor of Arts, Political Science/Minor: Spanish, 1996, Florida State University


-Certificate in International Business Management, Georgetown University


-Currently working toward a Project Management Professional credential


 


Skills


-Proficient in Microsoft Office suite, including Microsoft Access and Microsoft Project


-Proficient in PeopleSoft HR and learning  management system


-Proficient in database management


-Strong interpersonal and communication skills


-Knowledgeable of wireless technologies and protocols


-Proficient in curriculum development and training delivery competencies


-Knowledgeable of the Federal Acquisition Regulation and other state procurement requirements

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