DAWN HAGEN dh1e39014@westpost.

net 1104 DEARBORN STREET * BALDWIN CITY, KS 66006 (785) 393-9558 OBJECTIVE Educational management position where my organization, curriculum design, facili tation, coaching, and leadership skills can be used to enhance the performance o f new and existing employees. EXPERIENCE January 2008 - Present MetLife, Inc. Kansas City, MO Training and Development Manager Managed a virtual team of six business instructors who developed and delivered training solutions for four business units throughout the United States and Indi a. Developed a business writing course and delivered to over 100 associates within the four business units my team supported. Provided coaching and development to my team members in an effort to build thei r professional training skills as they were previously business subject matter e xperts with little or no formal training experience. Implemented training metrics and monthly reporting. Instrumental in the deployment of a Business Process Network, which was focused on consistency and quality of documentation. May 2002-January 2008 Vangent, Inc. Lawrence, KS Training and Development Manager Authored a comprehensive curriculum in five days` time using limited materials and resources. Networked with contacts in Arlington, VA to ensure consistency and accuracy of training materials. Partnered with three vendor companies located around the United States and Cana da and provided all training materials along with staff support to aid in the sm ooth start-up of their operations. Effectively managed a staff of 36 trainers located throughout the US, to meet t he training goals and production needs presented to our department. November 2000-May 2002 Sprint PCS Lawrence, KS Educational Consultant II (August 2001 - May 2002)) Recruited as a subject matter expert to assist in the design of self-paced trai ning curriculum housed in Authorware. Redesigned and delivered software training for a technical help desk located at corporate headquarters. Training Specialist I (November 2000-August 2001) Monitored and reported daily attendance records of all trainees. Organized, for an employee population of 400, the training and implementation o f new account management software. Acted as project manager for the development and standardization of New Employe e Orientation. Assisted in many cross-functional focus groups to help improve communication an d performance within the call center. July 1999-October 2000 ING Financial Corporation Des Moines, IA Training Consultant Researched and designed a 200-page manual and organized an eight-hour training module for the call center consultants to use in their daily job responsibilitie s. Assembled a comprehensive instructor`s guide to use with the aforementioned tra ining module. Facilitated call center training for five separate account management software

programs and twenty areas of job-sensitive information. EDUCATION May 2010 University of Phoenix Ames, IA M.A.Ed., Adult Education and Training 3.88 GPA December 1997 Iowa State University Ames, IA B.A., English Literature Completed eighteen hours towards Secondary Education Certification Recipient of the Teachers Excellence Award Member of Golden Key National Honor Society TECHNICAL SKILLS Microsoft Office (Word, Excel, Project, PowerPoint, Outlook), Lotus Notes, Lotus SameTime, Visio, Survey Monkey, AT&T WebEx MEMBERSHIPS, CERTIFICATIONS, AND PROFESSIONAL COURSES Society for Technical Communications - Current American Society for Training and Development - Current MetLife Business Trainer Certification: Classroom Track - 2011 MetLife Developing Extraordinary Managers Workshop - 2008 Mager Associates Training Director Workshop - 2006 Franklin Covey The Seven Habits of Highly Effective People - 1998