Summary
Overview
Work History
Education
Skills
Timeline
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Richard L Miller Jr

Vauxhall,NJ

Summary

Knowledgeable Instructor with strong foundation in developing and delivering engaging training programs. Successfully guided numerous teams through comprehensive training sessions, fostering improved performance. Demonstrated effective communication and adaptability in varied learning environments. Experienced with creating and delivering comprehensive training programs tailored to diverse audiences. Utilizes innovative teaching methods to enhance learning and retention. Knowledge of effective communication techniques and curriculum development.

Overview

23
23
years of professional experience

Work History

Training Instructor

United States Postal Service, USPS
03.2016 - 02.2023
  • Serves as an instructor in a Customer Care Center to deliver training and facilitate learning in a variety of settings using various delivery methods. Supported the design and development of learning content using various learning delivery methods.
  • Assists in the design, development and maintenance of new training and materials and the revision of existing training programs. Serves as a subject matter expert in the development and maintenance of training courses and materials in coordination with Instructional Systems Designers.
  • Evaluates trainee progress on job-related customer service behaviors, ability to use Care Center telephony technology, computer skills, use of the Care Center knowledge base and knowledge of products and services. Supports learners in real time to ensure retention of learning objectives.
  • Travels and delivers training at multiple locations and shift hours, depending on operational needs. Develops innovative Call Center learning solutions through knowledge of content design and instructional design principles.

Operations Programs Specialist

United States Postal Sevice
05.2000 - 03.2016
  • The Operations Program Specialist(OPS) is charged with the training, support and analysis of Customer Service operation programs utilized by the management staff of a local Post Office to track sales, distribution, delivery and collection of postal products and the manpower hours used daily.
  • This data, current and historical, is then analyzed by the OPS to develop recommendations for delivery and collection service changes. This analysis is also used to provide budget assistance regarding mail processing, delivery and collection operations.
  • The OPS is also responsible for the training, implementation and monitoring of specific programs designed to provide a variety of services to the public within the framework of the daily sales and delivery of postal products. This would include providing policies and procedures governing the handling of Political Mail, special events and working with the U.S. Census Bureau.

Education

Bachelor of Arts - American History

State University of New York At Oswego
Oswego, NY
05-1974

Skills

  • Facilitation techniques
  • Interactive learning
  • Training delivery
  • Cross-cultural communication

Timeline

Training Instructor

United States Postal Service, USPS
03.2016 - 02.2023

Operations Programs Specialist

United States Postal Sevice
05.2000 - 03.2016

Bachelor of Arts - American History

State University of New York At Oswego

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Richard L Miller Jr