Crystal Mc Henry Thomas

Crystal Mc Henry Thomas

Summary

Creative learning professional with proven abilities to drive performance improvement while meeting budgetary guidelines.

Objective

Creative "out of the box" solutions provider.  Looking to join an organization in support of their on-going success, while providing cost effective learning solutions.  My ultimate goal is to develop internal and external clients throughout the organization while remaining cost effective.

Work History

Work History
Sep 2005 - Dec 2008

Director of Learning and Development

Accenture

Provided global performance learning programs for 8500+ employees in multiple industries throughout the United States, Philippines, and India.

Skills Acquired:  COPC certification, virtaul agent program design and management, and client contract (RFI) design and delivery)

·Designed and delivered productivity improvement training programs via computer based 

        modules, increasing participation 35%

·Managed and validated on-shore and off-shore customer service training initiative providing

        client staffing efficiencies, meeting budgetary goals

·Created Leadership and Sales training program resulting in overall sales increase and

        improved employee satisfaction

·Delivered Leadership training to Regional Executives supporting consultative sales training,

        improving employee morale 12%

·Improved customer satisfaction by developing and implementing language efficiency program

       to overseas partners, resulting in 57% customer satisfaction improvement

·Led Home Based Agent initiative increasing Average Call Handling 65%

Jun 2004 - Jul 2005

Loan Officer/Processor Certification Trainer

Created and facilitated learning programs throughout the United States supporting Loan Officers and Loan Processors through state certification process.

Skills Aquired:  Training program design and delivery technique development, and Change Management

·Introduced and delivered Loan Officer and Loan Processor certification program, increasing

       overall  home sales by 75%

·Directed $2M software mortgage application implementation, improving loan processing

       procedures and efficiency throughout corporation

·Led Change Management program for transition from KB Home’s acquisition to Countrywide

250 Seat Loan Processing Center-Release due to corporate buy-out by Countrywide

Jun 2003 - Jun 2004

Customer Service Training Manager

ABN AMRO

Led team of learning professionals supporting customer service initiatives in the banking and mortgage industries.

Skills Acquired:  Six Sigma Green Belt Certification, LMS design and implementation

·Designed and implemented Learning Management System utilizing Six Sigma 

        methodologies, improving customer support services 78%

·Managed 9 person team ensuring all customer service training deliverables were met,

       meeting all budgetary guidelines

350 seat inbound call center responsible for banking and mortgage transactions, and all customer

service functionality.

Mar 2002 - Jun 2003

Customer Service Training Manager

Managed major expansion and directed customer service learning programs supporting $250M in sub-prime mortgage loans.

Skills Acquired:  KMS design and implementation, leadership program design and implementation

·Identified, designed and implemented Knowledge Management System supporting customer

       service deliverables

·Created and delivered inbound and outbound cross functional training programs increasing

      workflow 52%

425 seat customer support call center-Release due to corporate downsizing

Jul 2001 - Feb 2002

Customer Service Training Manager

Managed two locations (one bi-lingual) with 525 employees that supported $350M in credit card services.

Acquired Skills: Design and implementation of a unit-wide performance measurement program

·Developed and delivered 360-degree performance program throughout Customer Service

        Division

275 seat customer service call center-Release due to corporate downsizing

Mar 1998 - May 2001

Training Customer Service/Quality Manager

Responsible for customer service training and quality adherence for the Inbound and Outbound call center.

Acquired Skills:  Technical program design and delivery

  • Tasked with the installation and center-wide training of a Davox system in our outbound work unit.  At conclusion, recipient of the Employee of the Year Award due to excellent employee contributions
  • Responsible for the design and delivery of all retail related programs being offered through Federated Department Stores (Macy's, Burdines, Eddie Bower, 1-800 Flowers)
  • Created a development program for supervisors within the inbound and outbound units
  • Designed a Train-the Trainer to gauge learning skills within the learning department

525 seat inbound/outbound facility supporting payment processing and customer service in an e-sales environment-Release due to center closure

Jun 1996 - Mar 1998

Training Manager

Zacson

Responsible for multiple call center training initiatives in support of all outsourcing activities occurring in our Arizona, Missouri, and North Carolina locations.

Skills Acquired:  Client program design and support, project management, curriculum design and delivery

  • Client management when partnering to identify and provide program learning solutions
  • Program representation from a learning perspective
  • Team development

250 seat outsource center, responsible for the initial and on-gaoing program delivery for multiple client programs throughout the US and Canada

Education

Education
May 1982 - Aug 1984

BS

Jan 1981 - May 1982

General Studies

Skills

Skills

Sales Program Design and Delivery

Leadership Program Design

Curriculum Design and Delivery

LMS Design

Project Management

Certifications

Certifications

Langevin

Langevin Learning Solutions

COPC

COPC-Canada
Jan 2002 - Present

Six Sigma Green Belt

Six Sigma Certification
Apr 1997 - Present

Steven Covey

Steven Covey/Time Management