Joshua Maroney
Rochester,United States
Summary
Energetic, multi-dimensional Organizational Development Leader with demonstrated experience in developing client solutions and achieving results. Passionate about creating workplaces where everyone can achieve their fullest potential, advancing capabilities of employees across all levels and parts of company.
Overview
10
10
years of professional experience
Work History
Leadership Development Manager
Mohawk Global Logistics
Syracuse, New York
03.2025 - 12.2025
- Implemented training programs tailored to organizational goals while addressing employee needs.
- Conducted workshops aimed at fostering teamwork and enhancing communication capabilities.
- Produced e-learning modules incorporating modern instructional design practices and technology tools.
- Evaluated training success via participant surveys and feedback mechanisms.
- Worked with department leaders to uncover skill gaps and relevant training opportunities.
- Coordinated vendor partnerships for external training resources and services.
- Launched onboarding initiatives to acclimate new hires into the organizational environment.
- Documented all training activities meticulously while monitoring employee development.
- Implemented systems for tracking employee certifications and qualifications across departments.
- Implemented learning management system for streamlined training delivery.
Global Leadership Development Trainer/Analyst
Continuum Global Solutions
Rochester, NY
12.2021 - 03.2025
- Worked alongside company leadership to establish clear training goals.
- Designed, implemented and continually advanced leadership development programs to realize tangible, measurable results to strengthen leadership pipeline from front line to C-suite executives.
- Created modern talent planning approaches and meaningful solutions to enable, scale and strengthen organizational adaptability and agility.
- Implemented structured processes to identify future leaders and develop key skills early in careers.
- Facilitated pinnacle executive leadership programs through in-person, virtual and blended settings.
- Designated responsibility of training needs, policies and plans for communicating to diverse groups.
- Educated 2,000+ leaders annually through instructor-led training.
Corporate Training Manager
Continuum Global Solutions
Rochester, NY
01.2019 - 12.2021
- Mentored team members to succeed and advance within department and company.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
- Conducted evaluations of training courses to uncover areas in need of improvement.
- Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
- Effectively trained instructors and supervisors on techniques for managing employees.
- Created testing and evaluation procedures to assess performance before, during and after training sessions.
- Analyzed each department's training needs and developed new training programs based upon data collected.
- Determined course objectives and found or wrote course materials to cover topics.
- Compiled and analyzed weekly trainee retention reports.
- Monitored training effectiveness through observation and metrics analysis.
- Managed learning experience consistent with company philosophy and company-wide strategies.
Customer Care/Tech Support Trainer
Continuum Global Solutions
Rochester, NY
05.2018 - 01.2019
- Identified and supported continuous improvement efforts with supervisor.
- Worked alongside company leadership to establish clear training goals.
- Mentored team members to succeed and advance within department and company.
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
- Presented training information via role playing, simulations and team exercises.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Participated and attended meetings or seminars to obtain information for use in training programs or to inform management of training program status.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Explained goals and expectations required of trainees.
Call Center Customer Service Representative
Continuum Global Solutions
Rochester, NY
10.2017 - 05.2018
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Seized opportunities to upsell products, maximizing revenue.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Audited customer account information to identify issues and develop solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Garnishment Collections Representative
Coast Professional Inc.
Geneseo, NY
06.2016 - 07.2017
- Advised debtors on payment options and set up payment plans.
- Reasoned with customers and attempted to negotiate full balance payments.
- Handled irate customers smoothly to achieve performance targets.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Entered customers' financial status information into system.
- Managed approximately 180 inbound and outbound calls daily.
- Utilized skip tracing resources to complete background checks and loan documents.
- Upheld privacy and security requirements for customer information.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
Education
High School Diploma -
York Central High School
Retsof, NY06.2014
Skills
- Relationship Building
- Personal Development Sessions
- Training Program Development
- Decision Making
- Detail-Oriented
- Verbal and Written Communication
- Customer Service
- Management Team Development
- Critical Thinking
- Public Speaking
- Learning Strategies
- Training Methods
- Organizational Development
- Employee Coaching
Timeline
Leadership Development Manager
Mohawk Global Logistics
03.2025 - 12.2025
Global Leadership Development Trainer/Analyst
Continuum Global Solutions
12.2021 - 03.2025
Corporate Training Manager
Continuum Global Solutions
01.2019 - 12.2021
Customer Care/Tech Support Trainer
Continuum Global Solutions
05.2018 - 01.2019
Call Center Customer Service Representative
Continuum Global Solutions
10.2017 - 05.2018
Garnishment Collections Representative
Coast Professional Inc.
06.2016 - 07.2017
High School Diploma -
York Central High School