Summary
Overview
Work History
Education
Skills
Accomplishments
Volunteer Activities
Memberships
References
Timeline
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Charmaine R. Maddrey-Smith

East Norriton,PA

Summary

Knowledgeable training leader with proven skills in program and team management. Accomplished in diversifying training programs and expanding course offerings for new, professional, supervisory and management positions. Successful at evaluating training needs and program operations to make effective decisions. Excellent communicator, multitasker and problem-solving abilities. Well-versed in developing courses for new topics and adjusting existing classes to meet changing demands. Hardworking and disciplined leader with advanced conflict resolution skills, good organizational abilities and proactive approach.

Overview

26
26
years of professional experience

Work History

Director of Employee Engagement Training

Liberty Lutheran Services
Ambler, PA
01.2017 - Current
  • Reporting to company president, works closely with the HR team and assesses the effectiveness of companywide programs
  • Conducts training sessions focused on organization's core competencies to develop competent leaders
  • Coordinates with key stakeholders to improve overall performance metrics
  • Designs training modules and workshops to foster successful learning outcomes
  • Assesses employee relations, make recommendations, and conducts coaching for improved team cohesion and leadership development.

Adjunct Professor

Gwynedd Mercy University
Gwynedd Valley, PA
08.2010 - Current
  • For the School of Graduate and Professional Studies, provides online instruction to students enrolled in the non-term programs
  • Designated subject matter expert partnered with Instructional Design Team to rewrite select courses.
  • Design courses and provide cohort instruction (hybrid, online & traditional settings) for non-traditional adult learners at the bachelors and masters-levels in business administration and organizational leadership
  • Employ diagnostic, formative, summative, and criterion-referenced assessment methods to design courses to meet peer review and accreditation goals: improve curriculum, to enhance the student experience, and to prepare graduates for meaningful careers
  • Responsibilities include maintaining and updating the course site on BlackBoard and Canvas Learning Management Systems platforms, delivering lectures (ground, web conference, and Zoom video), leading class discussions, preparing and grading learning assignments, calculating and reporting grades, reporting attendance, and providing support and guidance to students for successful learning and career outcomes
  • Have taught the following courses (not all-inclusive) Business Ethics, Financial and Managerial Accounting, Fundamentals of Management,, Human Resource Management, Introduction to Marketing, Organizational Leadership, and Introduction to Adult Studies to name a few all courses applying adult learning theories
  • Participate in panel discussions and virtual conferences to enhance the learning experience

Leadership Facilitator & Presenter

Gwynedd Mercy University Griffin Student Leadership Institute
Gwynedd Valley, PA
01.2021 - 01.2021
  • The Griffin Student Leadership Institute (GSLI) is a comprehensive program for students to craft their leadership skills
  • Whether the student is an incoming freshman who would like to start developing a foundation in leadership or a senior who wants to partner with a professional mentor GSLI offers three leadership certifications: 1) Emerging Leaders, 2) Evolving, and 3) Exceptional Leaders.
  • Presented workshop on how to use resilience, brilliance, and flexibility to sharpen professional skills.

Client Services Manager

IWCO Direct
Warminster, PA
01.2003 - 01.2015
  • Managed day-to-day responsibilities as the team of Account Managers interfaced with Fortune 500 clients in order to coordinate marketing campaigns and business continuity exercises using project management tools
  • Technical report writing required supporting the compliance requirements of the clients
  • New Hire onboarding training required
  • Supported other divisional units by offering training and orientation to foster strong ethical and principled work practices.

Senior Tax Advisor 4 / Office Coordinator (Seasonal)

H & R Block, Inc.
Kansas City, MO
01.1998 - 01.2012
  • Prepared basic to complicated income tax returns for taxpayers filing federal, state, and local returns
  • Facilitated/Instructed segments of the Skills for Success training program
  • Oversaw diverse staff of tax professionals in a high-revenue producing office
  • Maintains knowledge of tax laws through registration with The Tax Book and IRS publications.

Quality Consultant

Aetna, Inc.
Blue Bell, PA
01.2000 - 01.2002
  • Served as champion for the overall improvement of quality in a healthcare call center environment
  • Oversight of a staff of Trainers, Quality Analysts, and Survey Analysts
  • Partnered with the company's leaders to deliver effective training modules for all the departments within the organization
  • Recommended and implemented training programs to support member services, provider services, and self-funded teams

Education

Certificate Program - Human Resources

Villanova University
Villanova, PA
03-2017

MBA - Business Administration

Gwynedd Mercy University
Gwynedd Valley, PA
05-2015

Master of Science - Business Management

Gwynedd Mercy University
Gwynedd Valley, PA
05-2010

Bachelor of Science - Business Administration

Gwynedd Mercy University
Gwynedd Valley, PA
05-2008

Skills

  • Leadership Development
  • Remote Management Experience
  • Project Management Capabilities
  • Training, Facilitation, and Teaching Experience
  • Supplier/Vendor Management
  • Regulatory Compliance and Tax Preparation
  • Client Services, Sales Support and Account Management Experience
  • Process Improvement Experience
  • Life and Health Insurance Experience
  • Call Center Operations Knowledge and Experience
  • Business Continuity Experience
  • Strong Verbal and Written Communication Skills

Accomplishments

Alpha Sigma Lambda Honor Society

Certificate in Instructional Design, Association for Talent Development

Certified Leadership Team Coach, John C. Maxwell Leadership Group

Senior Tax Analyst Certificate, H&R Block

Associate Customer Service (ACS) Certificate, Life Office Management Association, Inc. (LOMA)

Fellow Life Management Institute (FLMI) Certificate, Life Office Management Association, Inc. (LOMA)

Teaching Online with Blackboard Certificate, Gwynedd Mercy University

Master Trainer Program Certificate, Association for Talent Development

15th Annual Autism Conference Certificate, Gwynedd Mercy University School of Business and Education Autism Institute

The Impact of Domestic Violence on Children Certificate, Domestic Violence Legal Network

Volunteer Activities

President, Barley Sheaf Homeowner’s Association

Executive Vice President, Gwynedd Mercy University Alumni Association

Memberships

Society for Human Resource Management (SHRM)

Association for Talent Development (ATD)

References

www.linkedin.com/in/crms2

Timeline

Leadership Facilitator & Presenter

Gwynedd Mercy University Griffin Student Leadership Institute
01.2021 - 01.2021

Director of Employee Engagement Training

Liberty Lutheran Services
01.2017 - Current

Adjunct Professor

Gwynedd Mercy University
08.2010 - Current

Client Services Manager

IWCO Direct
01.2003 - 01.2015

Quality Consultant

Aetna, Inc.
01.2000 - 01.2002

Senior Tax Advisor 4 / Office Coordinator (Seasonal)

H & R Block, Inc.
01.1998 - 01.2012

Certificate Program - Human Resources

Villanova University

MBA - Business Administration

Gwynedd Mercy University

Master of Science - Business Management

Gwynedd Mercy University

Bachelor of Science - Business Administration

Gwynedd Mercy University

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Charmaine R. Maddrey-Smith