Toni Murphy, Cpp Email & Phone Number

Woodbury, New York, United States

Greater New York City Area

Worked closely with the trainers to recreate and formalize the training materials for customer service and credit associate’s new hire training. Created a training curriculum and developed individual courses for each topic including continuous learning courses. Developed courses which included objectives, workshops and activities, handout manuals, PowerPoint presentations, cheat sheets and instructor manuals. Mentored and coached the trainers to polish their platform skills and become course developers.

Greater New York City Area

In addition to the Training and Development Resource Manager responsibilities, I was responsible for resource allocation of associate training for approximately 3000 associates in the Major and National Accounts division. Scheduled classes, aligned trainers for needed training, including new hire training, review classes and advanced topic classes. Responsible for maximizing the productivity 65 to 120 associate trainers. SME for WhiteSpace and Time & Space scheduling software and Cornerstone LMS.

Greater New York City Area

Created the resource management function for the associate training group in Major Accounts for 65 trainers. Created a program in MS Excel to schedule, track and produce productivity reports for the trainers. Scheduled classes, aligned trainers for needed training, including new hire training, review classes and advanced topic classes.

Greater New York City Area

In addition to the Senior Associate trainer position tasks, I was a Lead trainer for a regional audience of 300 associates. I scheduled classes; assigned tasks and classes to the training team. Worked with management to identify business challenges and suggested training solutions to improve associate’s performance. Managed and coordinated the Year End team to handle client’s adjustments from December to January. This minimized exposure to penalties and interest.

Greater New York City Area

Created, designed and developed cheat sheets, handout manuals, job aids and taught classes for new and existing associates. Acted as a subject matter expert (SME) on new roll-outs and high-end products for internal associates. Mentored and trained associates on their knowledge, skills and career progression.

Greater New York City Area

Helped clients with the input of their payroll, usage of payroll products and procedures, tax filing service and related tax issues, and critical year end tasks.

Greater New York City Area

Supervised department by working on new strategies to improve relations with corporate accounts, maintained adequate coverage of the ACD, scheduled appointments with clients, and delegated work to clerical staff. Strengthened relationships with existing accounts of 30 cellular lines or more by meeting with clients. Reviewed billing concerns, implemented ways to improve their service and solicit new business.

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelor Of Business Administration (B.B.A.), Management