Robin Brown
Cape Girardeau,Missouri
Summary
Proactive training and development manager offering 23 years of experience in customer facing and staff training. Expert in curricula and training programs aligning with clients' strategic goals, mission and vision while consistently pursuing opportunities to improve service delivery. Outstanding interpersonal communication and innovative teaching methods drive professional development for various individuals in diverse roles.
Overview
23
23
years of professional experience
Work History
Senior Customer Training Manager
Covetrus
Portland, ME
04.1999 - 08.2022
- Responsible for strategic planning and implementation of customer facing training programs across multiple complex technology products reporting to VP of Operations.
- Managed team of 50 consisting of training and implementation managers, supervisors and direct reports both exempt and non-exempt level employees
- Ensured that all projects and deliverables were completed on time
- Accountable for key metrics, including time to first revenue, time in implementation and customer satisfaction (CSTAT), productivity metrics
- Managed end-to-end training development process and delivery for multiple training programs.
- Develop and deploy customer training programs increasing topline department revenue, increased product adoption and engagement, customer retention
- Conduct needs/gap analysis and implement processes and training solutions
- P&L responsibilities including creation, forecasting, monitoring operational costs
- Partnered collaboratively with learning organization, executive team and other departments to proactively identify training gaps.
Education
Associate of Applied Science - Computer Science And Programming
Three Rivers Community College
Poplar Bluff, MOSkills
- Training Needs Analysis & Program Assessment
- P&L Management
- Workshops and Conferences
- Management Staff Collaboration
- Training Program Assessment
- Supervisor Skills Training
- Leadership Training
- Training Procedures
- Process Evaluation and Enhancement
- Corporate Leadership
- Strategic Goals
- Optimizing Training Effectiveness
- Learning Strategies
- Operational Efficiency
- Customer Satisfaction
- Manager Coaching and Training
- Staff Leadership
- Logistics Planning
Timeline
Senior Customer Training Manager
Covetrus
04.1999 - 08.2022
Associate of Applied Science - Computer Science And Programming
Three Rivers Community College
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