Resume

professional summary

Organized training and development manager with more than 5 years of instructing experience. Great enthusiasm for instructional design using adult learning theory methods.

skills
Managing classroom for diverse populations
Instructional Design
Tailoring curriculum plans
Positive learning environment
Strong collaborator
Computer proficient
Experience with interpersonal experience
Creative learning strategies
Effective time management
Student motivation

work history
District Operations Manager Nov. 2014-Apr. 2015
Nekter Juice Bar
Manage and motivate a team of employees to achieve excellence in training, relationship building and assisted sales
Ensure that new hire orientations and online training modules are completed
Collaborate with the recruiting department to ensure staffing levels are maintained with qualified individuals
Interview potential new hires as needed
Conduct regular in-market visits with Store Managers according to established program guidelines to ensure quality, consistency, and compliance with company policies, procedures, and goals
Establish Nekter brand in Denver Metro area by participating in community events such as March for Babies, CU Boulder Greek Week, Spring Break Challenge with BOCOFit, and other live juicing at small businesses
Create opening training plan and implement plan for new store opening
Assist in the management of projects for the Company that include ServSafe training, edit of Companywide communications and present a training development plan
Work closely with the Regional Director of operations and communicate regularly regarding reporting and tracking performance metrics to goal
P&L Management and adherence to all company policies
Ensure that all program initiatives (weekly and ongoing) are properly prioritized by the field representatives
Administrative maintenance of personnel roster, scheduling, payroll, etc.

Training and Development Manager Dec. 2009-Nov. 2014
Quiznos
Design and develop unique training curriculum for all levels of the organization including classroom training, eLearning and on site team member training using a multitude of techniques
Contribute to strategic planning of leadership development for our field operations teams
Coach and lead field operations teams in training best practices
Manage and mentor 70 plus Regional Training Restaurants (RTR) in US and Canada including designating qualification standards for new and existing Regional Training Restaurants and providing adult learning principles, “how-to” for building sales ideas and provide statistics based on learner evaluations
Provide reporting based on learner evaluations to manage performance of RTR’s to management and field operations team to improve training and develop training needs
Establish, produce and manage processes to maintain quality assurance for curriculum
Coordinate training schedule and maintain support for new Quiznos Learners which include new Franchise Owners, Store Managers and Corporate Employees
Partner with Operations team for event training and roll outs of organization initiatives including review of event roll out guides
Develop and facilitate classroom training for Quiznos Franchise Owners and Corporate employees– Over 500 hours of classroom style instruction
Develop and facilitate training presentations for field operations teams training for on-boarding and meetings – Topics such as Guest Experience, Local Store Marketing, RTR Development, Team Building, and operational changes
Organize Grand Openings of over 35 stores around the county with opening sales at $9,000 a week or more including building relationships with vendors and future guests
Parnter with project leads in designing national job aids used for training purposes
Oversee Restaurant Management Certification for up to 2,000 restaurants and their employees
Manage training facility budget and onsite facility

Director of Customer Relations Jul. 2008-Sep. 2009
Land Rover
Monitored programs and reviewed customer satisfaction surveys
Set performance and service goals for the department
Responsible for recruiting, hiring and training a new staff and develop team
Evaluated performance of staff with one on one’s and offer motivation
Reviewed reports and suggest efficiency enhancements
Analyzed and improve process of the department
Managed all guest related events
Developed sales and guest service training session for unit
Developed incentive program to ensure guest service standards
Supported sales and service sales of products offered during finance process – 90% purchase rate
Improved and maintained customer satisfaction index for sales and service departments within market standards of 95%

Customer Service Manager Feb. 2007-Jul. 2008
Northridge Toyota
Developed and delivered customer satisfaction process to uphold Toyota expectations using Toyota eLearning interface and created material at ad hoc for sales and service 50+ employees
Developed and managed vehicle quality process, set and maintained goals for 20+ employees
Coached individual sales people to set and maintain Toyota continuing education goals
Developed and delivered new hire sales orientation and customer service training
Planned and hosted quarterly Customer Events maintaining event budget
Improved customer satisfaction index to 100% from 80% at hire date
Managed repair spending budget for new sales customers

education
Associate of Science: Cultural Anthropology
San Diego Community College San Diego, CA

2 thoughts on “Resume

  1. Christina, you look like a wonderful and dedicated industry star! We would love to have you as a member of the Council of Hotel and Restaurant Trainers (CHART). Check us out at http://www.chart.org or on Twitter @CHARTtrainers or on Facebook.

    All the best,
    Lisa Marovec

    • Lisa – I apologize for not responding sooner. I haven’t been good at keeping this blog updated. BUSY! BUSY! BUSY! I have been active in CHART for about two years. Not as a full blown member but through a previous boss. We hosted a meeting mid 2012 at our training facility. CHART has been a wonderful experience!

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