PROFESSIONAL PROFILE

Energetic, results-, detail-oriented and customer-focused HR Professional commit

ted to excellence, with 10+ years experience in the employee development-operati
ons field and marketing/sales background.
Interpersonal skills: customer service and support, as well as relationship man
agement
Matrix management experience: planning, negotiating, consulting, and forecastin
g training/coordinating schedules, problem solving & issue resolution, analyzing
and interpreting data
Technical skills: Software Information Mapping Solutions, Microsoft Office Sui
te, including SharePoint and Visio; PeopleSoft Employee Learning Management Syst
em
EDUCATION/PROFESSIONAL DEVELOPMENT
Keller Graduate School of Management, Kansas City, MO
Master of Public Administration 2007
Master of Human Resource Management 2006
Master of Business Administration 2001
Missouri State University (previously known as Southwest Missouri
State University, SMSU), Springfield, MO 1997
Bachelor of Science, Marketing/Advertising & Promotions
Minor: Quantitative Business Analysis
SMSU, Springfield, MO
Financial Director, Advertising Team (1997)
Managed and reconciled an operating $10 million budget.
Created an employee incentive plan to be presented to a panel of judges for the
Pizza Hut campaign.
Partnered with team members to gather information on competition in the restaur
ant industry.
Walt Disney World-Magic Kingdom, Orlando, FL
Retail Sales Rep, Internship, Fall (1996)
Managed a $10,000/day cash drawer and balanced at the end of the day; provided
excellent customer service to proactively meet the needs of customers visiting t
he park.
Served as a volunteer for Give Kids the World.
SMSU, Springfield, MO
Marketing Assistant, Internship (1995)
Implemented advertising communication for adult learning programs.
Instituted a communication process to deliver non-credit program information to
local media in a timely manner.
PROFESSIONAL EXPERIENCE
T-Mobile, USA, Overland Park, KS
Enterprise Training & Delivery, Training Implementation Manager December 2009 A
pril 2010
Facilitated T-Mobile HR corporate-wide training activities to 10,000+ employees
nationwide.
Made recommendations and executed on training delivery plans for various traini
ng solutions while partnering with various business channels, i.e., Retail, Reta
il Partner Sales, Customer Service and Finance.
Ensured 12,000 new employees on-boarded successfully within their first 14 days
of hire by partnering with hiring managers, recruitment and the Offer Letter Te
am (OLT).
Analyzed training data and level 1 evaluation feedback to help management make
decisions to change or improve current training solutions.
Served as a subject matter expert on the use of the employee learning managemen
t system and as a liaison regarding professional training, for the Customer Serv
ice Call Center Learning & Development Administrative Assistants and Leadership
Development Managers.
Managed multiple e-mail mailboxes New Employee Orientation (NEO) and T-Mobile
Commitment for Employees on a rotational basis with peers to address inquiries f
rom new hires and existing employees regarding training courses and logistics fo
r current and upcoming classes.
Sent weekly class confirmation, waitlist, and cancellation notifications to man
agement and professional employees for upcoming live or virtual instructor-led t
raining across various time zones and nationwide.
Project managed NEO Supplemental Benefits Training that targeted 5,000+ field e
mployees in Retail, Retail Partner Sales, and Business Sales; partnered with rep
orting to communicate with stakeholders by sending weekly communications and rep
orting updates; communicated enrollment notifications with target audience on a
weekly basis; partnered with development to ensure upcoming training schedule wa
s posted on site created for target audience; held ad-hoc meetings with key stak
eholders to determine if new end date was needed based on new hire activity in t
argeted business channels.
Enterprise Training & Delivery, Project Manager June 2008 December 2009; New Em
ployee Orientation Training Coordinator (Intern) October 2007 June 2008
Partnered with and supported: Hiring managers across the enterprise, the OLT, t
he Delivery Design Team, Retail Training Store Managers (RTSMs), Retail Store Ma
nagers (RSMs), other management, Leadership & Development and National Developme
nt Trainers/Facilitators, Recruiters, the Sales Training Team and new hires to r
egister new hires in the NEO program on a daily basis.
Troubleshooted inquiries and requests from management, instructors and new hire
s; produced reports for management team - Cornerstone Reports, Incomplete/Comple
tion Reports for Enterprise Training.
Facilitated/Scribed team calls on a rotational basis; scheduled/closed rosters,
ordered material and planned other logistical activities for enterprise trainin
g courses.
Partnered with and supported multiple roles/groups across the enterprise, regis
tered new hires in the NEO program via the NEO application. Also addressed and r
esolved inquiries/requests from management, instructors and new hires.
Comsys Services LLC, Phoenix, AZ
T-Mobile, USA, Overland Park, KS May 2007 October 2007
Talent Acquisitions, New Employee Orientation Coordinator (Contractor)
While working in multiple applications, partnered with and supported: Hiring ma
nagers across the enterprise, the OLT, Delivery Design Team, RTSMs, RSMs, other
management, Call Center Administrators, Leadership & Development Managers, Natio
nal Development Trainers/Facilitators, Recruiters, the Sales Training Team, and
new hires to register new hires in the New Employee Orientation (NEO) program.
Partnered with the Delivery Design Team to develop the NEO Registration applica
tion from initial enrollment to roster generation.
Managed the ordering materials process for NEO kits for 10+ call centers, ordere
d NEO kit materials for 100+ RTSMs, and provided NEO rosters to the RTSMs (when
applicable) for upcoming virtual instructor-led training (VILT) NEO sessions for
new hires at their respective locations.
Developed a process to manage the enrollments for VILT registrations using mult
iple applications to cross reference new employee data. Produced ad-hoc reportin
g information to NEO project sponsor and team upon request.
Professional Eye Care (PEC), Kansas City, MO Sept. 2006 Dec. 2006
Metro North Mall, Office Manager
Supported, trained, delegated, scheduled, and managed team of three technicians
while partnering with Lens Crafters management staff to maintain a successful p
artnership between both companies. Also managed vendor partnerships for store s
upplies, i.e., for various types of contact lenses, verified insurance informati
on for patients, and scheduled appointments for patients.
Assisted in maintaining the proper contact lens inventories using the FIFO inve
ntory method; filed insurance to keep receivables current; resolved and assisted
with patient complaints. Also, performed all technician duties, including pre-
testing patients.
Sprint-Nextel, Overland Park, KS 1997 2006
Sprint University (2001 2006)
Leadership Programs, Delivery Analyst II
Partnered with various University of Excellence (UE) team members from differen
t departments in 2001 to develop customer service survey to evaluate service pro
vided to internal employees and the team received a team award for our efforts.
Partnered with and supported: the Performance Management Group, all levels of m
anagement, development, contractors and professional employees while serving 32
major business units to deliver approximately 20+ leadership and professional pe
rformance management solutions.
Managed ten instructor resources in delivering inclusion and diversity training
to over 6,000 managers within the Sprint organization (prior to merge with Next
el) across various time zones; completed under budget and a month ahead of sched
ule. Resulted in increased employee engagement and team-building.
Oversaw and partnered with 10 internal and 15 external instructor resources, in
the delivery of professional and leadership solutions. Also partnered with a fe
w internal customers enabling them to deliver departmental training, which resul
ted in increased efficiency and consistency within departments.
Provided logistical support to 30+ indirect market field instructors in deliver
ing NEO and Presentation Skills classes to employees in the field.
Supervised and supported five UE educational representatives in 2003 by holding
weekly team meetings, conducting quarterly employee reviews, communicated proce
ss and training updates, reviewed call handle time reports; conducted panel inte
rviews to hire contractors for UE customer service 800-line.
Saved $26K from 2004-2005 by reducing contractor expenditures. Partnered with T
alent Management and AON, a contracting partner, to schedule assessment centers
for high potential supervisor and manager candidates. Tracked enrollment to mini
mize supplier expenditures, especially to prevent charges for no shows.
Formulated and produced ad-hoc enrollment and completions reports for all level
s of management decision making. Reviewed weekly reports, i.e., low-enrollment,
wait-list, and outstanding rosters reports to meet current and future needs of m
ajor business unit customers by scheduling indicated classes.
Demonstrated excellent customer service and communication skills through analyz
ing and researching internal customer inquiries.
COMMUNITY SERVICE
Mama Jos Bar-B-Que Restaurant, Kansas City, MO 2001-2003
Volunteer-Assistant Marketing Director, Marketing & Sales Team
Created marketing and eMarketing plan which aided in offering different promoti
onal ideas through communicating its products/services to the local and web comm
unities. Resulted in local sales increase.
Developed volunteer job postings to build volunteer team and delegate roles/tas
ks, created customer service feedback post card and database to track feedback t
o provide management with customer feedback regarding customer service, process
improvement, pricing, ambiance, and cleanliness; developed media kits and partne
red with Marketing Director by visiting area businesses to promote Mama Jos and
provide free samples with media kit to increase foot traffic in the restaurant.
Produced an executive summary to improve overall quality and logistics, which w
as provided on a monthly basis to management.
Steve Houpe Ministries Harvest Church International Outreach, Kansas City, MO 2
001-2003 Volunteer-Team Lead
Tracked sales volume, trained volunteer team members in product and sales; sold
15+ items twice a week on a weekly basis, set up sales tables and broke down ta
ble, counted and turned in money upon completion with a team member, created vol
unteer schedule and served as back up when a team member was not available.
Operation PromiseLand (OPL)-Nelson E. Hopkins, Jr. Scholarship Fund, Kansas City
, MO 2010 Volunteer-Administrative/Marketing
Maintain partner list for OPL and update Email Marketing Dashboard with contact
s for Email Marketing campaigns.
Created a holistic website for the Nelson E. Hopkins, Jr. Scholarship Fund with
pages, which include: Home (Mission and Goals), About Nelson E. Hopkins, Jr., P
oetry Excerpts, Photo Gallery, Upcoming Events, Blog, Donations, Ministry Suppor
t, Corporate Sponsorship, Greek Organization Support, Individual Volunteer Suppo
rt, Press, Thank You, and Contact Us; hyperlinked the site to the sponsoring org
anization, OPL.
Still Away Retreat & Seminars, Kansas City, MO 2010
Volunteer-Marketing/Administrative
Created a contact database to track information on couples registering for the
Book of the Month Club or general registration to send future communication rega
rding upcoming events or Book of the Month Club information.
AWARDS
Addy 18-Certificate of Achievement, Student Division (Consumer Ad), 1996
Star Performer Award, 1998 (Sprint-National Residential Sales Center)
Achievers Club Award, 1998 (Sprint-National Residential Sales Center)
Sprint Values Excellence Award, 2000-2001, 2003-2005
Sprint Values Excellence, Team Nomination, 2003