Victoria Teunissen

2508 BALSAM STREET, LAKEWOOD, CO 80214

Victoria.Teunissen@Gmail.com
303-274-2580
http://www.VictoriaTeunissen.com

· Software Training and Development ·
· Instructional Design · Documentation ·

Training Development: More than ten years experience in research, developing and implementing strategic long range goals, objectives and procedures for the training department. Project Managed a new delivery systems that resulted with the elimination of costly and less effective training mode that too often created redundancy. Results included increased customer loyalty, increased referrals, a stabilized revenue base and a more efficient sales force.

Instructional Design: Created and designed a library of over 50 interactive documents consisting of commitment statements, manuals, requirements, help documents, exercises, quizzes and pamphlets. The training department main focus of operation was encouraging the user to move from a “hands on supported” learning environment to a “self” learning setting. These changes reduced expenses by drastically eliminating the need for technical support.

Project Management – Training CD: Scripted, recorded and edited a full system training CD via WebEx and successfully launched. This Training CD created a new revenue source where a previous standard indicated no revenue capabilities. Product was most popular with clients with over 200 employees.

Training Streamline: Assisted in the recording and launch of Web based training / Webinars to the client base. This project automated the modular training courses which increased the accessibility of training to the client and reduced training overhead by 50%.

Training Sales: Increased sales revenue based products such as training CD’s, segmented training classes, customized web forums or onsite best practices packages.

Proficiencies: Microsoft Office, Microsoft Live Meeting, Microsoft Internet Explorer, WebEx recorder/editor/player, HTML, Snagit and Irfanview.

CAREER ACCOMPLISHMENTS

  • Awarded 2 Ceridian STAR recognitions and commendations for Exceptional Customer Service.
  • Referenced as Subject Matter Expert of the Ceridian Recruiting Solutions applicant tracking system.
  • Pioneered and project managed new training deliveries for the company such as the Training CD and Webinar recordings.
  • Promoted through multiple positions in the course of 8 years.

PROFESSIONAL EXPERIENCE

Ceridian Recruiting Solutions · October 2000 to November 2008
Englewood, Co.

Training Manager – Software Product: Pioneer the inception of a successful training department for both internal and external customers. Capture the core needs and implement a software training course that satisfies the learning objectives in a limited environment. Set the pace, expectations, forecast, and long range goals for the department.

Duties:

  • Identify training and development needs by studying current business. Interview key customer personnel, identifying and evaluate learning needs, then expand on the revenue potential for custom training courses.
  • Develop and plan long range training development goals, objectives and agendas of the department.
  • Satisfy training and development needs through research and instructional design. Introduce new trends and instructional methodologies where applicable.
  • Developed user guides, pamphlets, power point presentations, surveys and other standard training documentation needs.
  • Present initial feature presentations, pilot new training courses, and promote potential enhancement courses.
  • Counseled with other managers regarding future training needs and output expectations.
  • Coaching and offering feedback to subordinate Trainers to ensure consistency in training delivery.
  • Established performance standards, processes and improved the precision of delivery in the product training through constant needs analysis and client surveys.
  • Continuously accepted ownership of opportunities outside of department’s normal job requirements to add value to the company’s product, service and accomplishments.
  • Promotions during tenure: Technical Support, Technical Support Lead, Training and development, Training Manager, and Account Manager.

Canicom / Protocol · August 1999 – October 2000
Denver Co.

Trainer – Call Center: Identified knowledge, skill and task requirements for multiple customer service representative projects. Directed and trained new employees to their new roles. Prepared appropriate material for training and learning. Made class accountable for desired outputs and expectations while giving positive coaching and feedback upon observation of applied customer service training.

The Signature Group (now known as GE) · December 1994 – February 1997
Schaumburg, Il.

Trainer – Call Center: Analyzing the training format from the previous training team to restructure according to the output needs of the customer service department. Facilitated Customer Relations Training modules. Acted as Subject Matter Expert support for supervisor team. Positions Held: Customer Service Representative, Trainer/Credit Card Security Division of Montgomery Ward and Credit Card Sentinel.

Skills / Qualifications

Training Management, Presentation Skills, Training, Motivating Others, Giving Feedback, Supervision, Coaching, Quality Management, Process Improvement, Thrive in a Fast Paced Environment.

Professional Studies

· WIT-HIT – Sponsored by a Denver Woman’s Community Group

· Six Sigma White and Yellow Belt Training / Work Styles / Fish Camp / Culture Camp / Leadership Training – Sponsored by Ceridian

· Training Design Survival Skills For Managers & Trainers – Sponsored by American Management Assoc.

· Achieving Extraordinary Customer Relations Skills & Strategies – Sponsored by Kaset International

· Achieving Exceptional Customer Service / Foundation For Leadership – Sponsored by Zinger Miller

· Supervisor / Manager Human Resource Training – Sponsored by The Signature Group


Education

Business Management

Mc Henry County College, Crystal Lake, Illinois · 1990