Jeffrey Clay
Training Specialist
Blanchard,OK
Summary
Talented Training Supervisor/Instructor adept at developing, implementing, and conducting diverse training courses for executives, directors, manager, supervisors, specialists, and craft employees. Collaborative and insightful professional that is familiar with a range of training needs and is successful at delivering instruction through diverse methods. Excellent communication, planning, and time management abilities.
Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies. Authoritative and clear communicator with enthusiastic style and insightful approach.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Training Instructor Team Lead
USPS - National Center For Employee Development
06.2013 - Current
- Plan, schedule, coordinate, design, develop, deliver, assess, and update various leadership courses to all levels within the organization.
- Create schedules, oversee projects, provide job specific training, and assist individuals in their personal growth and development for an organization with 650k employees.
- Create highly motivated and engaged teams by providing necessary tools, resources, and training that they need to be successful and feel empowered to continuously strive to improve existing products, processes, and services,
- Provide administrative and technical support to all stakeholders for both leadership and technical training courses.
- Conduct needs analysis to assess skill gaps for employees and develop training courses to meet identified needs.
- Evaluate and forecast training needs of the organization to develop appropriate class offerings.
- Maintain compliance with organizational standards, federal regulatory requirements, and performance expectations.
- Implement Lean Six Sigma processes to eliminate waste and improve performance.
- Model and foster critical thinking strategies to create a work force of problem solvers.
- Evaluate the success of current training programs and recommend improvements to executive leadership to enhance overall effectiveness.
- Coach, mentor, and develop 24 Leadership Training Instructors.
- Regularly engage in dialogue with employees and leadership that welcomes feedback for continuous improvement.
- Orchestrate and conduct meetings with Executive Leadership Team, HQ/Area/District Managers, craft employees, and external vendors to ensure quality of training programs.
- Communicate complex messages verbally and in writing daily.
- Collaborate cross functionally with other teams to gain buy-in for the vision, implement alignment, and champion execution.
- Integrate technology resources to maximize training success.
- Track attendance and evaluate progress for assigned trainees.
- Deliver instructional presentations on equipment and application use, focusing on efficiency and safety.
- Mentor new hires, resulting in stronger staff development and increased productivity.
- Implement diverse instructional methods, optimizing trainee engagement and transfer of knowledge.
- Analyze team performance and identify opportunities for growth and development.
- Schedule and facilitate traditional classroom and online courses to increase learning opportunities.
- Perform continuous evaluations of training programs and organize measured data to enhance delivery and improve effectiveness.
- Produce, record, and edit videos to facilitate microburst and remote learning.
- Educate employees and clients on proper use of products and systems.
- Monitor participant workflow and behaviors throughout training process.
- Identify and recommend staff for key positions and function specific departments.
- Serve as point of contact with external vendors to acquire necessary resources to best support training needs.
- Serve on/lead numerous special projects to help lift/revitalize current processes, programs, and initiatives.
- Conduct studies on current training industry trends and best practices to implement new strategies to be best in class.
- Serve as Contracting Officer's Representative for Dominance, Influence, Steadiness, and Compliance (DiSC) assessment tools and resources.
- Manage and conduct multiple personality/leadership assessments to foster individual/team success.
- Serve as leadership, adult training, and technology Subject Matter Expert (SME) for National Training Teams, District Employee Development Specialists, and craft employees throughout the organization.
- Lead and orchestrate bench of Federal and Contract SMEs to support function specific learning and development.
- Implement and maintain 508 Compliance standards with all training curriculums and courses.
- Basic understanding of the 6 stages of AGILE methodology to apply knowledge of iterative learning.
- Basic understanding of the 5 stages of ADDIE methodology to improve effectiveness of training development.
- Certified as Master Facilitator, Adult Trainer Facilitator, Facilitator Skills Trainer, and Virtual Facilitator Trainer.
- Review and organize survey analysis, key performance indicators, and overall satisfaction for training programs.
- Managed employees time keeping process through use of TACS application and leave management through eRMS application.
- Successfully managed and delivered training to 67,548 employees in FY22 and 126,898 employees YTD in FY23.
- Detailed into EAS-23 for 90 Days at USPS Headquarters in Washington DC for the Office of the Consumer Advocate.
Operations Support Specialist
USPS - Oklahoma District Office
01.2012 - 06.2013
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Performed administrative duties and prepared operational procedures to assist operations support manager.
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Completed accurate and timely Tort Claims transactions in National/Local databases to maintain records and support internal audits.
- Coordinated with vendors, customers, and internal departments to understand, monitor, and communicate changes to workflows.
- Participated in operations team meetings to coordinate and assign project management tasks.
- Analyzed and evaluated operational issues and determined cost-effective solutions.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Collected, arranged, and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
- Educated staff on organizational mission and goals to help employees achieve success.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Served as USPS Liaison for Post Office Review process to restructure hours of operation for existing Post Offices for all rural communities in the Oklahoma District.
- Responded to Congressional Inquiries related to Post Office Review process and restructuring.
- Coordinated management of Facilities Database for every USPS facility in the Oklahoma District.
- Managed all recycling programs for the Oklahoma District.
Supervisor of Customer Service
USPS - Norman Main Post Office
03.2010 - 01.2012
- Coached 50+ employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Managed employees time keeping process through use of TACS application and leave management through eRMS application.
City Letter Carrier
USPS - Norman Main Post Office
04.2006 - 03.2012
- Provided prompt mail delivery to businesses and residences on specified route.
- Operated vehicles and equipment to transport packages and mail pieces.
- Sorted and cased 1,000+ letters and 500+ flats each day with high accuracy for assigned route.
- Planned and cased mail in sequence of delivery for 32 additional city routes.
- Explained postal service policies, requirements, and services to residents.
- Collected mail from letter boxes on specific route both on foot and by vehicle.
- Managed vehicle upkeep for mail deliveries.
- Distributed mail on foot and from mounted delivery to residences and businesses, delivering to approximately 2396 addresses per shift with high level of accuracy.
- Communicated customer complaints, requests, and feedback to supervisor and Postmaster for swift resolution.
- Obtained signatures for package deliveries as proof of delivery to satisfy service standards and to avoid discrepancies.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Kept mail delivery records to track delivered and undelivered items and identify delivery issues.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Handled mail and packages with care to prevent damage during delivery.
- Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
- Inspected truck equipment and supplies and reported problems and safety hazards to supervisors before and after each shift.
Community Involvement
Volunteer Work
01.1989 - Current
- SW OKC Helping Hands
- Blanchard Little League Sports
- Blanchard Lions Club
- Kids Korral - Toby Keith Foundation
- The Children's Center Rehabilitation Hospital - Bethany, OK
- Meals on Wheels
- Bridges
- Oklahoma Youth Expo
- Wedding Officiant
- Victory Family Church Lay Pastor
- STRONGER Small Group Leader
- Annual Santa for Santa's Cause / Character Connection / Local Schools / Community Events
- City of Blanchard Planning Commissioner
Education
No Degree - Business Administration
University of Central Oklahoma
Edmond, OKNo Degree - Secondary Education
University of Oklahoma
Norman, OKNo Degree - Secondary Education
Southwestern Oklahoma State University
Weatherford, OKSkills
- Adult Education
- Technical Support
- AGILE Methodologies
- ADDIE Methodologies
- Computer Technology
- Course Materials and Supplies
- New Employee Onboarding
- Standard Operating Procedures Understanding
- Course Planning
- Trainer Mentoring
- Company Policy Compliance
- Planning and Coordination
- Class Development
- Group and Individual Instruction
- Online-Based Education
- Training Initiatives
- Public Speaking
- Student Rapport-Building
- Clear Verbal Communication
- New Hire Training
- Curriculum Creation
- Creative Thinking
- Adult Learning Theories
- Instructional Methods
- Interpersonal Communications
- Orientation Sessions
- Motivational Speaking
- Emergency Preparedness
- Presentations and Demonstrations
- Remote Learning
- Program Planning
- Quality Assurance Standards
- Multimedia Development
- Video Conferencing
- Industrial Technology
- Facilitate Group Discussions
- Develop Training Programs
- Coaching and Development
- Employee Performance Reviews
- Record Videos
- Positive Reinforcement Strategies
- Improve Job Skills
- Instructional Strategies
- Innovative Training Approaches
- Business Needs Analysis
- Microsoft Office Suites
- Microsoft TEAMS
- ZOOM Meeting/Webinar Application
- WebEX Meeting/Training Application
- Adobe Creative Cloud
- Customer Experience and Satisfaction
- Leadership Training
Certification
- Facilitator Skills Training Certification - USPS
- Virtual Training Facilitator Certification - USPS
- Adult Trainer Certification - USPS
- Master Facilitator Certification - USPS
Timeline
Training Instructor Team Lead
USPS - National Center For Employee Development
06.2013 - Current
Operations Support Specialist
USPS - Oklahoma District Office
01.2012 - 06.2013
Supervisor of Customer Service
USPS - Norman Main Post Office
03.2010 - 01.2012
City Letter Carrier
USPS - Norman Main Post Office
04.2006 - 03.2012
Community Involvement
Volunteer Work
01.1989 - Current
No Degree - Business Administration
University of Central Oklahoma
No Degree - Secondary Education
University of Oklahoma
No Degree - Secondary Education
Southwestern Oklahoma State University
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