• Provided analysis and developed objectives, tests, workshops, facilitator and participant guides for technical training programs with excellent ratings from students• Created and facilitated across teams a marketing training plan using a Strategy A3 that increased revenue by 10% yr./yr.

• Simultaneously managed three specialty teams (Pre- Sales, Post-Sales and Sales Systems Support) while supporting an employee engagement score of 80% or higher• Successfully led merger of the Ductless Technical Engineering Support team into the Customer Care organization• Developed and taught sales and technical trainings that exceeded expectations for diverse customer base • Proactively created many Ease-of-Doing-Business productivity strategies and tools that allowed headcount reduction without impacting business goals• Implemented “Hot Jobs” documentation process that managed critical issues to a conclusion and reducing warranty expense• Implemented and managed Managing Daily Improvement (MDI) process for support teams to increase phone metric Service Level by 10% above company goal• Managed and directly led customer visit program for Trane/IR Unitary plants to 95% sales success rate • Facilitated meetings with Ingersoll Rand & Samsung Senior Leadership to improve complex issues response time from multiple weeks to 24 hours• Created and successfully presented team metrics to influence senior leadership that allowed budget expansion for specific projects• Coached my teams to productively support customer needs in the U.S., Canada, Latin America and Middle East which fostered positive comments from customer base and company leadership• Actively mentored technical product engineering personnel on career development with many being promoted

• Technical phone support for field offices in the U.S., Canada and Latin America• Proactively resolved field quality problems for Unitary product lines by coordinating with quality engineering team• Administrator of warranty responsibilities for V.A.V. and Commercial Unitary products with reduction in warranty expense• Led site visit meetings for Shipped-Product-Defect issues to customer and company satisfaction

• Led meetings as safety supervisor, implementing O.S.H.A. standards for all employees that provided a zero-incident rate• Trainer for South Texas area and developed curriculum to fit customer’s needs• Worked directly on HVAC & Building Automation Interoperable systems to high customer satisfaction

• Manager for the development and implementation of fundamental and equipment and interoperable advanced courses that impacted students to provide excellent reviews • Assisted with development of Trane’s nationally distributed career development course that impacted 2500 technicians • Lead trainer in development of a Control System Train-the-Trainer course that impacted field sales offices and provided positive reviews• Positively impacted thousands of internal and external customers with various backgrounds• I have built relationships with different business units within our company to enable the expansion of the companies training base

• Lead course developer for pneumatic, electric and electronic advanced controls classes for the Community College of the Air Force with 99% passing rate• Supervised and impacted over 475 students, annually providing documentation of performance feedback and counseling