Summary
Overview
Work History
Education
Skills
Timeline
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ALFORD THOMPSON

Emeryville,CA

Summary

Versatile Training Manager recognized for engaging students and inspiring students throughout the industry. An organized and focused professional willing to go extra mile to help students both inside and outside classroom. In-depth knowledge of relevant technology to support instruction. Dynamic and purposeful Training Manager with over 15 years of experience in delivering engaging and effective educational programs. Skilled in creating a positive learning environment and fostering student growth and development. Expertise in all areas of Outside Plant curriculums including Installation and Repair for Service Technicians, Cable Maintenance, Pole Climbing, U-Verse Installation and Repair, DIRECTV Installation and Repair, Fiber Optics Installation, First-Aid CPR, Defensive Driving, and Providing Excellent Customer Contact Skills. Proven history of implementing innovative teaching strategies and achieving exceptional student outcomes. Strong interpersonal and communication skills to collaborate effectively with students, managers, and colleagues. Instrumental and creative Instructional Designer offering 4 years of experience in technology integration and curriculum planning for various professions. Specialist in delivering assessment of information and design to develop value-added learning programs that accomplish business objectives. Personable leader in fostering relationships with stakeholders and gaining vital insights on educational needs. Expert in leading multiple teams while coordinating with subject matter professionals to drive effectiveness and achieve success.

Overview

37
37
years of professional experience

Work History

Senior Training Manager - Instructional Designer

DIRECTV
05.2019 - 01.2023
  • Knowledge of Instructional Design models, design software, project management, writing and editing skills, and communication.
  • Coordinated with managers to identify skill or knowledge gaps and implement training needs.
  • Working knowledge about instructional design following fundamentals of adult learning techniques and instructional design methodologies focusing on improving business/individual performance.
  • Ability to design, develop, and execute training curriculums to support instruction.
  • Collaborated with management to align strategy and communication of content.
  • Analyzed training needs to develop latest programs or modify and improve existing.
  • Developed curriculum and learning materials to increase comprehension.
  • Utilized knowledge of industry best practices to improve upon existing training methods.
  • Implemented employee training programs to improve performance and productivity.
  • Suggested and offered specific training programs to help workers maintain or improve job skills.
  • Created and offered additional materials to enhance training.
  • Implemented instructional materials and curriculum to meet specific program needs.
  • Prepared and maintained classroom environments appropriate for student learning and physical, social, and emotional development.
  • Lead Designer for the following courses: Advanced POTS for Managers, Cable Repair Basics for Managers and Cable Repair Basics for Managers. Received recognition and praise for a job well done for my interaction with the SMEs and the final completed courses. The courses that I designed had an estimated cost avoidance of over $1.2M ($613K from the Cable Repair course and $604K from the Advanced POTS course).

Senior Training Manager - Instructor

AT&T
09.2000 - 05.2019
  • Represented the West Region during the initial launch of the U-verse curriculum in San Antonio.
  • Delivered all the U-verse Train the Trainer classes in California to upskill and cross train the instructors scheduled to deliver the U-verse Initial Training curriculum.
  • Delivered all the Initial New Hire U-Verse Premise Technician tracks in California.
  • Qualified as a Subject Matter Expert in the following curriculum: Initial Fiber Optics, Installation and Repair for Service Technicians, Cable Maintenance, U-verse Installation and Repair, Premise Technicians, Pole Climbing, First Aid/CPR, Defensive Driving, Initial Safety for Technicians and Providing Excellent Customer Contact skills for technicians, DIRECTV Installation and Repair courses.
  • Employed a variety of teaching styles to respond to the needs of diverse learners.
  • Observed and evaluated student performance and development and provided appropriate feedback on work.
  • Prepared instruction through lesson plans to address student's assessed needs, goals, and objectives.
  • Evaluated performance of students and made provisions to meet learning needs.
  • Implemented instructional materials and curriculum to meet specific program needs.
  • Planned instruction to achieve objectives based upon student needs and established curriculum.
  • Participated in continuous learning on diversity, inclusion, and racial equity to reduce learning barriers.
  • Leveraged technology and provided instructional materials to facilitate active learning.
  • Developed curriculum to support distance education and hybrid courses.

Installation and Repair Service Technician

Pacific Bell Telephone
10.1995 - 09.2000
  • Represented all departments in the Company in handling customer requests, inquiries, and complaints about their telephone service. These requests range from pleasant to particularly challenging received primarily by telephone. They require minute-by-minute decisions which will result in customer satisfaction.
  • Sold products and services to meet customer’s needs. Recognize customer needs and match them with AT&T’s products and services where applicable.
  • Computed and quoted to the customer, adjustments, payments, and balances. These computations normally involve addition and subtraction and must be accurate.
  • Constantly used reference material such as practices, tariffs, and Service Representative reference guides.
  • Provided mutually beneficial solutions to satisfy customer needs, including interaction with other departments when applicable.
  • Used knowledge of tariffs and reference material to make decisions with the customer.
  • Performed job tasks while complying with company's safety procedures and guidelines.
  • Collaborated with team members to install and maintain telecommunication services and equipment.
  • Provided key information to customers, educating on telecommunication equipment, products, and services.
  • Coordinated efforts with other workers involved in installing and maintaining telecommunication equipment.
  • Dispatched to various sites to perform maintenance on failed telecommunication service and equipment.

Universal Customer Service Representative

AT&T
03.1991 - 10.1995
  • Represented all departments at Pacific Bell in handling customer requests, inquiries, and complaints about their telephone service.
  • Sold products and services to meet customer’s needs. Must be able to interview and recommend products in a consultative manner.
  • Computed and quoted to the customer, adjustments, payments, and balances.
  • Provided mutually beneficial solutions to satisfy customer needs, including interaction with other departments when applicable.
  • Resolved customer concerns with friendly and knowledgeable service.
  • Upheld strict standards for quality and performance.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
  • Delivered accurate service information to meet goal-directed development plan.
  • Processed customer account changes with proprietary software.
  • Met and exceeded productivity targets by managing every interaction with top-notch customer service.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

US Air Force - Data Processing Specialist

Air Force
11.1985 - 03.1991
  • Coordinated, scheduled, and executed in-depth data entry projects for unit Orderly Room.
  • Answered data questions to clients and higher-up employees.
  • Collected and input data into database.
  • Compared old and newly received documents to ensure accuracy and rectified mistakes.
  • Transcribed data after verifying information to deliver projects with 99% accuracy.
  • Identified errors in data entry and related issues by mentioning to supervisors for resolution.
  • Took notes on daily reports and entered data into the processing system.
  • Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
  • Adhered to compliance and privacy policies and procedures to maintain confidentiality and information protection.
  • Communicated by telephone and email for routine exchange of information.

Education

Sacramento City College
Sacramento, CA

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University of Illinois at Urbana-Champaign Global Campus
Champaign, IL

Skills

  • Training Program Improvement
  • Curriculum design expertise
  • Industry Best Practices
  • Group and Individual Coaching and Instruction
  • Technical and Course Development
  • Instructional Techniques
  • Interactive Teaching and Learning

Timeline

Senior Training Manager - Instructional Designer

DIRECTV
05.2019 - 01.2023

Senior Training Manager - Instructor

AT&T
09.2000 - 05.2019

Installation and Repair Service Technician

Pacific Bell Telephone
10.1995 - 09.2000

Universal Customer Service Representative

AT&T
03.1991 - 10.1995

US Air Force - Data Processing Specialist

Air Force
11.1985 - 03.1991

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University of Illinois at Urbana-Champaign Global Campus

Sacramento City College

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ALFORD THOMPSON