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________________________________________ QUALIFICATIONS SUMMARY Training Manager with 15+ years of experience and a proven track record of signi ficant improvements

in learning processes, productivity, quality, and customer s atisfaction while reducing costs, and maintaining a positive work environment. K ey areas of expertise include: * Leading successful teams * Strong relationship building, influencing, and customer service skills * Training needs analysis, designing, implementing, managing and evaluating trai ning and projects using the ADDIE model and adult learning principles and theori es * Performance consulting PROFESSIONAL EXPERIENCE ________________________________________TD Bank, Mount Laurel, NJ 7/2009-9/2009 Specializes in the placement of professionals on a Direct Hire, Temporary and Pr oject Staffing basis Integration Trainer (Contract Position) * Facilitated technical classes for TD Bank Commercial Lenders (directors, manag ers, and assistants) on new loan origination and record systems (Provenir, SHAW and Fidelity). HSBC, (Beneficial, Household Finance) New Castle DE Global finance company with more than 10,001 employees and annual revenue of $25 billion AVP Learning and Development - Sales 2008-2009 Designed and developed retail banking sales course materials for a 3-day trainin g workshop using the ADDIE model. The purpose of the training was to enhance the bank branch employee's relationship with their customer and to improve sales re sults of financial services products. Regional Learning and Development Manager 1994-2008

Led a diverse cross functional systems training team at multi-sites in the fulfi llment of productivity, quality and bottom-line objectives for the Credit, Custo mer Service and Collections units and managed $580,000 operating budget. * Partnered with lead executives to develop training strategies and initiatives for all center employees * Conducted training needs analysis for all projects prior to the design and dev elopment of materials * Managed the design and delivery of internally developed training programs incl uding orientation, technical, customer service, leadership, sales and professio nal skills for over 3,100 call center employees in three sites * Demonstrated the positive impact to the business' bottom line with a $537,000 return on investment by facilitating and evaluating the results of a customer se rvice course attended by 464 customer service representatives in three locations . Call-handle time for those attending the course was on average 7.2 seconds fa ster (with no adverse affect on quality) * Designed and implemented a post training productivity tracking tool to report results of key performance indicators (KPIs) as well as determine improvement ar eas for curriculum and facilitation * Evaluated and reported call center new hire initial 90-day activities for all Collections sites as a result of training. On average, new hires met and/or exce

eded the KPI results of employees who had been on the job 6-12 months and 1-2 ye ars by up to 3%. * Organized several company-wide program launches for the local site, such as th e new LMS, Lotus Notes, Branding initiatives, Performance Management and a new H uman Resources model.

Training/Instructional Design/ CBT Development Manager

1988-1994

Managed a high volume training staff and a corporate budget of over $2 million * Directed a team of eight traveling trainers/instructional designers in develop ing and facilitating instructor-led and computer- based training for a loan off ice processing application transitioning from paper-based to an online format * Trained and prepared over 1600 branch employees of all levels in North America and Canada for a branch office transition from a paper-based application to an online system * Developed, designed and implemented a corporate-wide Alternative Work Options program for 1100 employees * Partnered with the on-site Security team to design, develop, and facilitate a workplace violence program for 300 managers COMMUNITY INVOLVEMENT ________________________________________Newfield Terrace Community Action Organization - Publicity Manager and Financial Officer managing $17,000 annual budget Newfield Terrace Community Action Organization - Mentor for Youth Division EDUCATION ________________________________________ B.A., Communications & Sociology, Rutgers the State University of New Jersey Currently attending San Diego State University (online) gy CERTIFICATIONS ________________________________________Langevin Instructional Design Certified Diversity Trainer Certified Covey Trainer Certified Achieve Global Trainer CLUBS AND ORGANIZATIONS -________________________________________ - Educational Technolo

American Legion Unit 179 Ladies Auxiliary - Veterans Affairs & Rehabilitation (V A&R) American Society for Training and Development (ASTD) International Society for Performance Improvement (ISPI) Toastmasters