Brian Inskip Gardner
Olathe,KS
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
25
25
years of professional experience
Work History
Consultant/Trainer
Gardner Consulting & Training Inc
05.2008 - Current
- Evaluated employee performance during training sessions, providing constructive feedback for improvement opportunities both individually and as a group dynamic.
- Conducted needs assessment Consultation and Curriculum Development of Classroom and Web-based training for Customer Relations Facilitating, Management & Employee Development, Diversity and Performance Management training programs on a contract basis for small businesses and mid-sized companies
- Providing additional services in the areas of employee training needs assessments and Management Evaluations, as it relates to their coaching and counseling abilities and the effectiveness of the delivery methodology.
- Established strong relationships with clients through clear communication, active listening, and timely responsiveness to inquiries or concerns.
- Trained and mentored 50-75 new personnel hired to fulfill various roles.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 86%.
- Supported productivity increase and business growth through new hire training and mentoring.
Consumer Escalation Manager
JPMorgan Chase
03.2012 - 05.2019
- Assisted staff with escalated customer and Banker calls, while Identifying, research and resolve complex escalated customer issues
- Performed the duties at an expert level including the research and resolution of customer inquiries and disputes
- Exercised authority within limits using excellent judgment to ensure that customer needs are met, and that bank policy and profitability were not compromised and exercised policy exception authority
- Managed a team of 20 Escalation Specialists and our team was recognized as being the top performing resolution team within JPMorgan Chase.
Business Service Line Banker
JPMorgan Chase
05.2011 - 03.2012
- Responsible for analyzing, probing and resolving banking inquires for Consumer/Online and Business/Online customers
- Started as a Consumer Telephone banker, promoted to Business Service line on November 21, 2011
- Maintained a yearly CSAT Average of 4.96 out of 5 for 2011 with recognition
- Maintained a yearly Adherence percentage of 96.41% for 2011 with recognition
- Processed multiple small claims for consumer and business customers in Customer Assist, while performing all cross-functional responsibilities as required
- Promoted to manager within my first year with JPMorgan Chase.
HVRP Case Manager
American GI Forum - NVOP
10.2009 - 09.2010
- Managed the Homeless Veterans Reintegration Program (HVRP) for the Dallas area: Providing counseling and support services to eligible veterans to include homeless veterans, ex-offenders, recently discharged, disabled, post-traumatic stress disorder, and those with substance or alcohol abuse problems
- Supported eligible veterans with employment services such as resume building, job search assistance, job development, interviewing techniques and job placement
- Provided supportive services to assist them towards employment such as proper interview/work attire, work tools, transportation assistance, housing assistance and mental health referrals to the VA
- Created Individual Service Plans for each program participant
- Inspired and motivated program participants to follow the service strategy compiled with them in their service plans
- Monitored the progress of participants from assessment through job placement and follow-up
- Developed working linkages with various community organizations such as the Department of Veterans Affairs, MHMR, Salvation Army, Goodwill Industries, Catholic Charities, Department of Assistive and Rehabilitative Services (DARS), Texas Veterans Commission, Health Care for Homeless Veterans (HCHV) 'The Bridge' and others, in order to coordinate required services for participants
- Provided oversight for HVRP, to include weekly field office reports.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Benefits Service Center Customer Service Instructor
Milliman
01.2002 - 04.2008
- Wrote training curriculum, worksheets, role-plays and knowledge assessments for the Benefit Service Center
- Facilitated training classes and assessed performance levels of employees in training
- Recommended solutions to problems and improvements to processes
- Supervised the performance and service delivery of Benefit Service Center generalists
- Evaluated employee performance providing coaching, instruction and feedback for improvement
- Facilitated the selection process for new Benefit Service Center employees and made hiring decisions
- Identified training needs and coordinated training solutions
- Assisted in identifying required automation systems and tested new functionality
- Assisted management team members with their duties as needed
- Advised 401(K) and pension plan participants about their accounts
- Provided recurring training on topics related to customer service and call handling basics
- Chaired the Professional Development and Training committee and collaborated with various individuals within the company, successfully completing various essential projects
- Implemented various WebEx workshops and training classes geared to employee improvement
- Handled and resolved escalated issues following through to ensure proper resolution
- Worked closely with the account trustees to ensure that loans, withdrawals and distributions from participants' accounts were accurately handled, as dictated by company policies.
Training & Certification Manager
Sabre Inc
06.2000 - 12.2001
- Managed Legal, Management, Diversity, Development and Performance Management training
- Managed and administrated the company's Professional Certification program
- Negotiated agreements with testing centers globally, expanding access to certification exams for candidates worldwide. Evaluated external vendor proposals for exam development services, selecting high-quality partners that aligned with organizational objectives materials and training opportunities
- Collaborated with subject matter experts to develop comprehensive certification exams, ensuring accurate assessment of candidate skills.
- Managed the registration, communications, logistics and materials management for the training and development programs
- Successfully coordinated a company sponsored Global training for all employees of Sabre Inc, located in 45 countries
Senior Technical Training Manager & Consultant
AMR/Sabre Inc
03.1999 - 06.2000
- Effectively managed and maintained a modest training budget for our Tulsa, OK location
- Located and provided technical training programs for various departments
- Managed the day-to-day operations of the training department, which supported 2,400 employees
- Formed and maintained partnerships with various external vendors, who provided training
- Negotiated and signed contracts for new and existing training, forming networks to share information and to reach mutual goals
- Provided career development counseling to employees when their managers referred them to me
- Facilitated development and performance management training for managers as needed
- Presented information about Sabre as a member of the city's job support panel.
Education
Master's Degree - Sociology
Florida State University
Tallahassee, FL05.1997
Bachelor's Degree - Psychology
Florida State University
Tallahassee, FL05.1995
Skills
- E-learning development
- Coaching and Mentoring
- Organizational Development
- Learning Management Systems
- Needs Assessment
- Creative Problem-Solving
- Planning and coordination
- Public Speaking
- Interpersonal Communication
- New Hire Training
- Course Planning
- Curriculum Planning
- Training Program Development
Additional Information
US NAVY VETERAN – Supply and Logistics Support
Training
- Completed Bob Pike’s Basic & Advanced Creative Training Techniques
- Completed AT&T Train the Trainer Certification
- Completed Training Seminars offered by The Supervisory & Management Training Institute: Crisis Management Training, Leadership Training Seminar for Managers, Management Leadership Training Skills, Management Training Consultant Seminar, Human Resource Management Seminar, How to Hire the Right Employees, Stress Management Training, Quality Management Training Seminar, Business Management Training Seminar, Coaching Management Training, Coaching Leadership Training, Change Management Training Seminar
Timeline
Consumer Escalation Manager
JPMorgan Chase
03.2012 - 05.2019
Business Service Line Banker
JPMorgan Chase
05.2011 - 03.2012
HVRP Case Manager
American GI Forum - NVOP
10.2009 - 09.2010
Consultant/Trainer
Gardner Consulting & Training Inc
05.2008 - Current
Benefits Service Center Customer Service Instructor
Milliman
01.2002 - 04.2008
Training & Certification Manager
Sabre Inc
06.2000 - 12.2001
Senior Technical Training Manager & Consultant
AMR/Sabre Inc
03.1999 - 06.2000
Master's Degree - Sociology
Florida State University
Bachelor's Degree - Psychology
Florida State University
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