Doug Huggins Ctt Email & Phone Number

CACI is a Fortune 1000 company specializing in the support of the US Military and other US Government agencies in areas of IT support and Operations Management. Will be specializing in facilitating Systems Thinking and Organizational Learning concepts. CACI has an honorable and fantastic corporate mission and I am proud to be a part of it.

Corporate trainer with a Fortune 300 World Class Transportation Company Norfolk Southern. Responsible for new employee training and management training to all levels of the organization. Technical expert in railroad simulation used as part of a multimillion dollar railroad officer training program delivered to over 4000 employees. The simulation has been consistently lauded as one of the most enjoyable as well as innovative learning module in the entire training.

Trained and facilitated various world-class curriculum to both employees and management. Delivered all aspects of training for over 500 employees. Managed an annual training budget of over $5 Million Dollars. Coached, mentored and provided developmental opportunities for a 12 member instructional staff. .Managed employee performance, diagnosed learner performance problems, determined underlying causes and implemented solutions. Evaluated progress and made employment decisions based on learner performance. As a result, the Mid Atlantic Region consistently has the highest quality and member satisfaction ratings in the company. Which has also won the #1 Customer Service Provider in the U.S. in 2007 and 2008.Consistently achieved annual excellent ratings by learners on feedback with a yearly average of greater than 3.8 on a 4.0 scale for outstanding instructor performance. Ratings provide by an average of over 100 learners a year from all levels of the organizationExcel in utilization of instructional design philosophies and techniques (for example the ADDIE - Analysis, Design, Development, Implementation, Evaluation model of Instructional Systems Design) Regularly am included an contribute to new course design and redesign as well as different delivery strategies. My involvement has been lauded in saving the company significant resources in time and not having to hire additional personnel to work developmentPiloted distance learning and virtual classroom training across multiple locations using Net Meeting technology. Based on my feedback on the process the distance learning has been replicated repeatedly saving the company tens of thousands of dollars in travel costs and lost productivity. Subsequently building on my process more than 100 employees have been trained using distance methodology with me being lauded as a "pioneer" for our company in the use of distance training.

Trained and facilitated various world-class curriculum to both employees and management. Delivered all aspects of training for over 500 employees. Managed an annual training budget of over $5 Million Dollars. Coached, mentored and provided developmental opportunities for a 12 member instructional staff. USAA has been awarded multiple awards including #1 Customer Service Champ (2007, 2008) by Business Week.

Served as a team leader, coach, mentor, and change agent to a team of 23 Member Relationship Representatives.Achieved telephone and non-telephone business objectives through effective management of resources and information. Served as a customer advocate by making timely and appropriate decisions that enabled team members to be responsive to customer needs.Fostered an innovative, creative and supportive environment in which employees were empowered to make decisions and solve problems.

Served as a team leader, coach, mentor, and change agent to a team of 23 Member Relationship Representatives.Achieved telephone and non-telephone business objectives through effective management of resources and information. Served as a customer advocate by making timely and appropriate decisions that enabled team members to be responsive to customer needs.Fostered an innovative, creative and supportive environment in which employees were empowered to make decisions and solve problems.Served as a role model by demonstrating service orientation, and the highest standards of integrity, ethics, loyalty, quality and fairness.Performed managerial duties to include performance appraisals, salary reviews, personnel problems and issues.

Managed a high-volume workload with a deadline-driven environment. Resolved as average of 500 inquiries in any given week and consistently meet performance benchmarks in all areas (customer service, accuracy, and volume)

Managed a high-volume workload with a deadline-driven environment. Resolved as average of 500 inquiries in any given week and consistently meet performance benchmarks in all areas (customer service, accuracy, and volume)Lead "go-to" person for new representatives and particularly challenging calls.Collaborated with team members to resolve issues and to identify appropriate issues for escalation.Specific insurance knowledge included a combination of the following Property and Casualty products: Homeowners, Auto, Personal Articles, Umbrella, and Separation/Divorce and Estate.

USAA is a Fortune 200, full service financial services company, who specializes in meeting the needs of the military community, including their families. USAA has over 6.8 million members who utilize all facets of portals to complete business including internet, telephone, email and mobile communication. USAA is the only major insurance company currently carrying the highest financial ratings from Standard and Poor's, Moody's and AM Best. Among awards that USAA has received: #1 Customer Service Champs from Business Week (2007, 2008), Highest in Customer Advocacy Ratings - Forrester Research Inc, Top 50 companies to work for - G.I. Jobs and Latina Style Magazine.

Bachelors, Speech Communication

Ba, Speech Communications

Trends, Adult Learning

Virginia Property and Casualty Insurance Agents License