Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

William Hennix

Clermont,FL

Summary

Accomplished Training Manager well-versed in selecting trainers, curriculum and course plans to achieve demanding training objectives. Effective at leading courses on diverse topics. Prepared to offer 30 years of progressive training experience and take on challenging new role.

Overview

47
47
years of professional experience

Work History

Customer Service Representative

Lincare
Orlando, FL
01.2019 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Processed over 100 custom invoices each weeks and mailed documentation to clients.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Certified Substitute Teacher

Kelly Educational Staffing
Orlando, FL
10.2017 - 01.2019
  • Kept students 30 students per class on-task with proactive behavior modification and positive reinforcement strategies.
  • Took over class for regular classroom teacher, managing assignments, student needs and recordkeeping.
  • Utilized technology to enhance student education and grasp of materials.
  • Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
  • Collaborated with teaching staff to implement coordinated educational strategies and student support networks.
  • Implemented prepared lesson plans in established classrooms.
  • Instructed students in core educational principles, concepts and in-depth subject matter.

Training Program Evaluator, Call Center Technician

Heart of Florida United Way
10.2017 - 04.2018
  • Evaluate 100 human resource training programs to determine program effectiveness
  • Evaluate accuracy and format of virtual training programs within different operating systems
  • Provide suggestions for improvement LMS training programs in development
  • Provide formative evaluation and analysis of management training programs
  • Provide confirmation evaluation to determine if instruction remains appropriate
  • Program Management
  • Manage statistical data for measuring operational health of organization
  • Developed and implemented software upgrade protocols
  • Review training deliverables for compliance of high impact programs
  • Provide formative evaluation and analysis of management training programs
  • Provide confirmation evaluation to determine if instruction remains appropriate
  • Managed and reduced legal exposure to alternative dispute resolution, enterprise liability, product liability, international law, business risks, intellectual property, and governance
  • Answer phone calls with using appropriate tone of voice, paying close attention to voice inflection and volume
  • Answer chats, texts and emails using correct spelling grammar, and professional language, paying close attention to inclusion of feeling reflections
  • Maintain non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds
  • Provide appropriate screenings for specialized programs or appointment setting
  • Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment
  • Maintain accurate data collection on all contacts
  • Maintain acceptable level of contact handling and customer service performance as described by training standards
  • Complete all training for new programs and services related to providing feedback as needed
  • Actively participate in committees, teams and task forces as needed.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards
  • Resolved concerns with products or services to help with retention and drive sales
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
  • Engaged in learning and development opportunities to promote continued performance improvement
  • Responded to customer calls and emails to answer questions about products and services
  • Performed various clerical duties by filing and faxing documents and creating customer databases
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues

Software Evaluator

Inventive Developments
Livonia, MI
02.2011 - 12.2017
  • Used hand tools, instruments, gauges and equipment to complete accurate measurements and noted results for official records.
  • Examined 500 software programs for defects or issues, reported problems quickly and maintained high levels of accuracy.
  • Generated and submitted detailed reports to regulatory agencies and company leadership to help drive enhancements.
  • Checked color, shape, texture and grade of products and materials against established templates, charts and samples.
  • Evaluated items to assign grades and marked quality level, rejection status or acceptance.
  • Worked flexible hours; night, weekend, and holiday shifts.

Science Teacher

ALS Education
Orlando, Florida
08.2015 - 06.2017
  • Communicated with 500 students and parents regarding academic progress, assignments and behavior.
  • Planned, prepared and taught lesson plans, giving students individual support.
  • Coordinated and collaborated with other faculty members during lesson plan development.
  • Encouraged student interest in Science, Technology, Engineering and Mathematics (STEM) and participation in middle and high school national science competitions.

Cerner Program Analyst

CSI Healthcare IT
Orlando, Fl.
04.2015 - 07.2015
  • Analyzed program data to provide input for key decision making and strategic planning.
  • Helped solve diverse program problems with in-depth analysis.
  • Reviewed 10 Cerner program implementation plans to assess risk and feasibility for 100% compliance.
  • Validated results and performed 100% quality assurance to assess accuracy of data.

Training Manager

Columbus, Mississippi
05.2013 - 04.2014
  • Maintain progress reports required by Federal and state regulatory guidelines
  • Conducted orientation sessions and organized on-the-job training for new hires
  • Administer 10 classroom training activities
  • Manage daily input of reporting results for user identification, registration status, and training completion status for 500 clients
  • Facilitate development and delivery of 20 performance solutions
  • Evaluate human resource training programs to determine effectiveness
  • Coordinate and tracked training for 200 personnel within airfield weather organization.
  • Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success
  • Managed new employee orientation training process for more than 10 employees each year
  • Researched and obtained relevant course materials to achieve training objectives
  • Led daily, weekly and monthly coaching, counseling and feedback sessions

Training Manager

USAF
Fort Benning, GA
10.2010 - 05.2013
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
  • Organized and edited 20 training manuals, multimedia visual aids and other educational materials.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Analyzed effectiveness of training programs at all levels and recommended updates.

Program Manager

Black Box Technology Inc
Columbus, Georgia
12.2008 - 04.2010
  • Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals , increased proficiency by 20%
  • Interacted with customers and clients to identify business needs and requirements.
  • Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material increase training effectiveness by 20%
  • Addressed and resolved technical, financial and operational concerns by working with team members and directors.
  • Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
  • Created and presented data using MS Excel spreadsheets and other MS Office tools.
  • Assessed performance and scheduled cost control while maintaining contractual and internal performance requirements.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Maintained tight production timetables and quality standards to give audiences exceptional offerings.
  • Identified system needs and designed processes to support business requirements.

Training Manager

Control Systems Research, Inc
Wright Patterson AFB, Ohio
12.2006 - 12.2008
  • Researched best practices for implementing and evaluating training programs
  • Design computer-based training programs for U.S
  • Department of Defense
  • Conducted needs analysis on Aviation Weather Software
  • Analysis, design, develops, implement and evaluate Air Force Weather programs
  • Develop effective storyboards to evaluate training program
  • Developed Military training programs based Air Force regulations, AFH 36-2235 v1-6 and 10-13.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
  • Organized and edited training manuals, multimedia visual aids and other educational materials.

Assistant Training Manager

SAIC- Science Applications International
Wright Patterson AFB, Ohio
01.2003 - 12.2006
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Led daily, weekly and monthly coaching, counseling and feedback sessions to 30 employees
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Trained staff during demonstrations, meetings, conferences and workshops.
  • Delivered new employee onboarding and training sessions via Microsoft Powerpoint
  • Coordinated and prioritized required training courses for 50 employees

Training Manager

USAF
Peterson, CO.
10.2000 - 12.2002
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
  • Organized and edited training manuals, multimedia visual aids and other educational materials.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management increase operational effectiveness by 20%.
  • Led daily, weekly and monthly coaching, counseling and feedback sessions.
  • Reviewed and edited all training materials for accuracy and company policy compliance decrease error rate by 20%

Active

Duty Air Force- Worldwide, Retired AF
12.1982 - 12.2002

Education

Master of Science - Instructional Design and Technology

Walden University
Minneapolis, MN
10.2013

MBA - Business Administration

University of Phoenix
Tempe, AZ
04.2011

Bachelor of Science - Workforce Education And Development

Southern Illinois University Carbondale
Carbondale, IL
05.2005

Skills

  • Adobe Captive 6, Adobe Creative Suites 6, Adobe Acrobat X
  • Microsoft Office Programs, Word, Excel, PowerPoint, Project and Outlook (2013)
  • Training Program Assessment
  • Training Manual Creation
  • Training Needs Analysis
  • Training Program Modification
  • Instructor Evaluations
  • New Employee Training
  • Process Evaluation and Enhancement
  • Adult Learning Theories
  • New Hire Onboarding
  • Preparing Course Materials

Timeline

Customer Service Representative

Lincare
01.2019 - Current

Certified Substitute Teacher

Kelly Educational Staffing
10.2017 - 01.2019

Training Program Evaluator, Call Center Technician

Heart of Florida United Way
10.2017 - 04.2018

Science Teacher

ALS Education
08.2015 - 06.2017

Cerner Program Analyst

CSI Healthcare IT
04.2015 - 07.2015

Training Manager

05.2013 - 04.2014

Software Evaluator

Inventive Developments
02.2011 - 12.2017

Training Manager

USAF
10.2010 - 05.2013

Program Manager

Black Box Technology Inc
12.2008 - 04.2010

Training Manager

Control Systems Research, Inc
12.2006 - 12.2008

Assistant Training Manager

SAIC- Science Applications International
01.2003 - 12.2006

Training Manager

USAF
10.2000 - 12.2002

Active

Duty Air Force- Worldwide, Retired AF
12.1982 - 12.2002

Master of Science - Instructional Design and Technology

Walden University

MBA - Business Administration

University of Phoenix

Bachelor of Science - Workforce Education And Development

Southern Illinois University Carbondale

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