Amanda Herder, CPTM
Pace,FL
Summary
Certified Professional in Training Management (CPTM) with a proven track record of driving organizational performance through strategic learning initiatives. Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Manager of Training
Westmont Hospitality Group
02.2019 - Current
- • Utilize blended learning approach through strategic company alignment to support company's goal of exceptional customer service in extended-stay, economy hotel market.
• Increased customer service, customer satisfaction and online reputation by 35% in the first year with continued growth.
• Utilize technology for training and change management through the use of multiple LMS/LMCS.
• Create additional buy-in through designed weekly companywide newsletter to promote training, teamwork, and company updates.
• Strengthen and increase sales with strategic client-focused sales training, prospecting, and negotiation training for the sales team.
• Maintained 80% and higher in occupancy over the last 24 months and throughout the pandemic.
• Research, design and deliver web classes, webinars, and on-site training events with the use of AI, Synthesia, Articulate 360, Marq and Teams
• Communicate all learning and performance objectives, schedules, and training assessments to upper management.
• Organize and edit training manuals, multimedia visual aids, and other educational materials.
• Collaborate with other departments to align training programs with organizational goals and objectives.
• Monitor and evaluate training performance to determine quality and cohesiveness.
• Coordinated technical training and personal development classes for staff members.
• Development of employee assessments to measure training value.
• Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
• Develop and implement comprehensive training program to increase employee productivity and morale.
• Manage development of e-learning training materials and activities to enhance learning experiences.
• Prepare and distribute manuals, handouts and online tutorials to provide employees with training materials and resources.
• Conduct research and analysis of the learning needs of employees to develop targeted training programs.
• Alternate training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
• Review and edit all training materials for accuracy and company policy compliance.
• Evaluate success of training programs and recommend improvements to upper management to enhance effectiveness.
• Analyze effectiveness of training programs at all levels and recommend updates.
• Develop surveys to identify training needs based on projected processes and changes.
Owner/Insurance Agent
Connections Insurance, LLC
09.2012 - 12.2022
- • Built relationships with clients using active listening and issue resolution to provide excellent service.
• Responded to customer calls swiftly to resolve issues and answer questions.
• Maintained high standards of customer service by building relationships with clients.
• Cross-sold insurance products to existing clients to reach sales targets.
• Prepared and reviewed insurance applications to verify compliance with regulations.
• Determined client needs and financial situations by listening and scheduling fact-finding appointments.
• Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
• Obtained underwriting approval by completing application for coverage.
• Approached potential clients by using direct marketing mailings and phone contacts.
• Investigated and processed claims swiftly to keep customers satisfied.
• Identified potential risks in client businesses and recommended appropriate insurance coverage.
• Educated clients on insurance policies and procedures.
• Analyzed customer needs to provide customized insurance solutions.
• Met with customers to provide information about available products and policies.
• Calculated premiums and established payment methods for sales.
Director of Brand
Vie Management
12.2017 - 02.2019
- • Created and developed a hospitality training for the student-housing industry from start to finish, creating strategic leadership alignment with marketing, sales, and service to organize, and direct resources in development, promotion, and execution of hospitality sales and service.
• Researched, design and conduct web classes, webinars, and on-site training events with the use of the ADDIE model.
• Grew and improved online reputation by 7% in the first year on Google.
• Managed a team of remote Resident Service Managers and field trainers.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Assessed skill gaps for employees and developed training courses to meet identified needs.
• Delivered new employee onboarding and training sessions via Grace Hill (LMS).
• Streamlined efficiencies, coordinated new hire orientations, and provided onboarding and training for new employees.
• Managed all exempt employee coaching, training, and performance improvement actions.
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
• Reviewed and edited all training materials for accuracy and company policy compliance.
• Communicated all learning and performance objectives, schedules, and training assessments to upper management.
• Directed field training to enhance participants' skills.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Trained new hires to perform cross-training exercises with experienced workers.
• Organized and edited training manuals, multimedia visual aids, and other educational materials.
• Implemented new learning strategies depending upon employees' skill levels.
• Analyzed effectiveness of training programs at all levels and recommended updates.
• Researched and obtained relevant course materials to achieve training objectives.
• Coordinated and prioritized required training courses for all employees.
• Developed departmental systems and procedures to better align workflow processes.
• Developed surveys to identify training needs based on projected production processes and changes.
Trainer /Senior Customer Success Manager
Signature Worldwide
Columbus, OH
12.2000 - 12.2017
- • Million dollar a year portfolio of clients.
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Educated clients on new products or services to increase customer engagement with brand.
• Facilitated client satisfaction and renewed customer relations to drive growth.
• Evaluated client needs and developed tailored solutions to increase customer service.
• Coordinated with internal teams to facilitate prompt delivery of client projects.
• Monitored and analyzed customer feedback to identify opportunities for improvement.
• Developed and implemented strategies to increase client retention.
• Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
• Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
• Gained customer trust and confidence by demonstrating compelling, persuasive, and composed professional demeanor.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Fielded customer complaints and facilitated negotiations, resolving issues, and reaching mutual conclusions.
• Development and implementation of training and change management to maximize revenues, KPI's and ROI's for a large portfolio of mixed industries such a hospitality, apartments, insurance, and health
• Increased client retention from 56% to 89% the first year and maintained until I left the role in 2017.
• Secured new projects and business by pushing project development, presentations, and company strategy sessions.
• Development of a new sales training strategy called Client Centered Sales and I was later promoted to National Director of Sales
• Revamped training programs to eliminate redundancies, reducing training timelines and the ability to customize client training.
• Served as a public speaker for the company at tradeshows and conferences.
Education
High School Diploma -
Upper Arlington High School
Upper Arlington, OH06.1995
Skills
- Service-Orientation
- Program Management
- Complex Problem-Solving
- Microsoft Office
- Learning Strategies
- Workflow Process Improvement
- Product Development
- Critical Thinking
- Written and Oral Communications
- Conflict Management
- Microsoft Outlook
- Process Evaluations
- New Hire Onboarding
- Process Evaluation and Enhancement
- Microsoft Excel
- Exceptional Communicator
- Resource Management
- Sales Leadership Development
- Manager Coaching and Training
- Motivational Speaking
- Judgment and Decision-Making
- Team Direction
- Strategic Goals
- Leadership Training
- Course Design
- Course Development
- ADDIE Expertise
- Adult Education
- Time Management
- New Employee Training
- Training Solutions Development
- Active Listening
- Adobe Systems Adobe Acrobat
- Material Selection
- Change Management
- Certified in Project Management
Certification
- Certified Professional in Training Management, Training Industry - May 2023 - May 2025
- Licensed Insurance Agent - Feb 2022 - Feb 2024
Timeline
Manager of Training
Westmont Hospitality Group
02.2019 - Current
Director of Brand
Vie Management
12.2017 - 02.2019
Owner/Insurance Agent
Connections Insurance, LLC
09.2012 - 12.2022
Trainer /Senior Customer Success Manager
Signature Worldwide
12.2000 - 12.2017
High School Diploma -
Upper Arlington High School