Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jeanne Duplantier

Inglewood,CA

Summary

Proactive and adaptive learning and development leader offering 20 years of experience in educating professionals on technical workplace skills and interpersonal skills. Adept in designing curricula and training programs aligning with clients' strategic goals, mission and vision while consistently pursuing opportunities to improve service delivery. Outstanding interpersonal communication and engaging teaching methods that drive professional development for various individuals in diverse roles.

Overview

20
20
years of professional experience

Work History

Manager Training

Charter Communications
Culver City, CA
01.2016 - 10.2019
  • Managed delivery of training for two call centers of inbound sales and retention employees with a team of eight trainers
  • Collaborated and consulted with senior leadership to assess employee performance, identify performance gaps, and evaluate key performance indicators. Recommended training solutions and other development strategies to enhance employee performance and improve operational effectiveness
  • Ensured alignment of business and performance objectives with company training initiatives
  • Designed, implemented, and managed training programs to align with and deliver on business goals and support performance objectives.
  • Measured and evaluated training effectiveness
  • Implemented training plans which included class schedules, facilitator delivery coordination, and training event logistics for all training initiatives
  • Facilitated train the trainer classes for trainers and call center leaders

Sr. Instructor

Time Warner Cable
Los Angeles, CA
01.2006 - 01.2016
  • Facilitated leadership development programs for employees at every level of the organization from frontline employees to executives.
  • Collaborated with Human Resource, Executive, and Operational leaders to assess development needs for leadership competencies.
  • Managed implementation and delivery of leadership development programs for all business units which included training calendars, event logistics and LMS database maintenance
  • Researched, analyzed, and delivered training programs using learning delivery modalities including in-person workshops, virtual learning, e-learning, and experiential learning to meet business objectives and maximize efficiencies of training delivery
  • Facilitated train the trainer classes, presentation skills courses, and certification programs for employees
  • Partnered with vendors and training consultants that served as additional training resources for in house training programs
  • Served as project lead for company-wide mentorship program from conception to delivery that included program marketing, oversight of application and matching process, facilitation of program events, sharing results with executive sponsors, and share point site maintenance
  • Designed and produced workshops for live and virtual classroom settings using Adobe Connect, Microsoft meeting live platforms, and Microsoft PowerPoint
  • Served as coach and mentor to care, field operations, leadership, sales, and retention facilitators.

Instructor II

Comcast/Time Warner Cable
Los Angeles, CA
01.2003 - 01.2006
  • Designed, delivered, and evaluated, employee training programs for customer care, sales, and retention teams using current training industry methodologies and adult learning principles.
  • Supervised junior training team which served as on-the-floor coaches for new hire trainees
  • Performed classroom and workplace evaluations to provide feedback and coaching support to develop trainer skills
  • Managed training projects and worked with stakeholders to identify training needs, designed or customized training materials, and executed training plans for regional initiatives to successfully meet and exceed business goals
  • Administered lesson plans, managed training calendars, and updated employee transcripts in the learning management system
  • Supervised employees during new hire training period including onboarding activities, provided performance evaluations and delivered coaching and feedback

Customer Care Trainer

AT&T Broadband/Comcast
Los Angeles, CA
01.2000 - 01.2003
  • Delivered new hire and incumbent training programs for company customer care call center using training industry methods and adult learning principals
  • Administered lesson plans, training calendars, and maintenance of participant records
  • Served as training department lead for day to day operation
  • Supervised and developed junior level trainers
  • Supervised newly hired employees including attendance tracking, coaching, and feedback with performance documentation
  • Partnered with stakeholders to evaluate training programs, identified development needs, and reviewed metrics to identify ongoing development needs for call center employees
  • Authored participant and instructor guides to re-launch six-week comprehensive customer care new hire training program.

Education

B.S - Business Management

University of Phoenix
2005

Skills

  • Consulting and Training Needs Analysis
  • Facilitation
  • Instructional Design-ADDIE, Distance learning and Blended learning solutions
  • Project Management
  • Performance Coaching and Development
  • Networking and building partnerships
  • Mentorship Programs
  • Microsoft Office: Excel, Outlook, Power Point and Word
  • Adobe Captivate, Adobe Connect and Adobe Presenter and Zoom
  • People Soft, Cornerstone On Demand and Sum Total Learning Management Systems

Timeline

Manager Training

Charter Communications
01.2016 - 10.2019

Sr. Instructor

Time Warner Cable
01.2006 - 01.2016

Instructor II

Comcast/Time Warner Cable
01.2003 - 01.2006

Customer Care Trainer

AT&T Broadband/Comcast
01.2000 - 01.2003

B.S - Business Management

University of Phoenix
Jeanne Duplantier