Training and Development Diploma, Training and Development @
Langevin Learning Services-Training and Development Diploma
Energetic and innovative Learning & Development Professional with more than 18 years of experience in providing targeted learning strategies and solutions that meet both individual and organizational needs within a diverse work environment. A versatile leader with a diverse learning and development background encompassing: performance consultation, facilitation, leadership and hourly development including the ability to analyze, design,
Energetic and innovative Learning & Development Professional with more than 18 years of experience in providing targeted learning strategies and solutions that meet both individual and organizational needs within a diverse work environment. A versatile leader with a diverse learning and development background encompassing: performance consultation, facilitation, leadership and hourly development including the ability to analyze, design, develop, implement, and evaluate a variety of comprehensive training programs that ensures optimal learning and desired performance outcomes. Recognized as a creative and results oriented individual with proven project management capabilities that includes: problem solving and analytical skills, strong communication and partnering, exceptional organizational skills including a high attention to detail and follow-through.
Specialties: Performance Consultation, Facilitation, Leadership and Hourly Development, Needs and Gap Analysis, Instructional Design, Project Management and Strategic Planning
Sr Training & Development Manager @ From June 2011 to Present (4 years 7 months) Orlando, Florida AreaProject Manager (TA)- Learning Design & Development, Disney University @ From October 2010 to June 2011 (9 months) Learning and Development Consultant (TA), Disney University @ Selected to consult with HR Business Partners and business leaders to provide Learning and Development solutions that drive organizational improvement for teams, business units and individuals. Clients include Walt Disney World Operations, Facilities and Operations Services and Operations Integration (LOBs: Lodging, F&B, Merchandise, Attractions, etc.).
Consulted to define organizational and business learning strategies.
Conducted research and needs analysis for training solutions and provide recommendations to resolve business needs.
Facilitated project scoping and contracting for meeting learning needs. From October 2009 to October 2010 (1 year 1 month) Innoventions Presenter/Innoventions Trainer @ From January 2009 to October 2009 (10 months) Project Manager (TA)- Segment Design & Development, Disney University @ Segment Design and Development for Parks and Resorts at the Disney University.
Chosen to Project Manage outsourced content development and provide internal Instructional Systems Design support for multiple client projects.
Effectively Project Managed internal client projects, including the design and development of blended learning solutions and web-based training with outsourced vendors.
Provided Instructional System Design support for internal client projects, including designing web-based training courses. From July 2008 to January 2009 (7 months) Project Development Consultant (TA)- Operations Learning & Development @ Selected to analyze, design, develop and implement training content, process and evaluation that supported and focused on Leadership development for Technical Foundations.
Conducted needs and gap analysis for Leadership Technical training that included facilitation of Discussion Groups, informal surveys, individual and group interviews, classroom audits, analyzing data and research.
Determined the causes of performance gaps. Recommended training and non-training solutions to address performance needs. From March 2008 to July 2008 (5 months) Innoventions Presenter/Innoventions Trainer/Discovery Day Immersion Facilitator @ From July 2007 to March 2008 (9 months) Manager, Learning and Development @ Selected by the largest vacation ownership in the world to lead the design, development, delivery and evaluation of training for the Orlando Contact Center.
Directly accountable for analyzing Contact Center Training needs, developing and implementing strategic plans, all communications including Training Alerts within the center and for the overall training and development of 100 call center associates.
Led the design, development and delivery of curriculum in the areas of loyalty (TripRewards), Outbound Dialer (Cisco), Contact Database (E.piphany), Timeshare Directory, New Hire and Leadership Training.
Facilitated weekly call calibrations, focus groups, teambuilding, and Leadership training programs as needed.
Certified Facilitator of The MAGIC of Customer Relations and launched daily MAGIC® Moments to Leadership Team to create and reinforce a culture of exceptional customer service.
Managed, motivated and developed a 2 person Training Team and Coaching Pool. From September 2005 to December 2006 (1 year 4 months) Director of Member Productivity (External Training) @ Chosen by the world leader in the home-based travel industry to design, develop and implement comprehensive training programs that would add to the success of their sales force of 35,000 Independent Travel Agents in 50 States and 85 Countries.
Created 25 informative online audio learning modules with accompanying job aids, review and feedback loop for new and existing GTI members. Directly responsible for the establishment, design, development and implementation of a fee based Training On-Demand program that delivers comprehensive online training modules.
Directed the daily operations of the Customer Service department and managed a 9 person Customer Service Team consisting of a Manager, Customer Service Representatives and Global Tutors (Trainers).
Effectively managed and administered Customer Service and Retention budgets including presenting statistics at monthly Operational Reviews. From November 2004 to September 2005 (11 months) Manager of Training and Development @ Chartered with leading the design, development, delivery and evaluation of training for the Oklahoma City Care Center, supporting the Williams-Sonoma, holdeverything, PBTeen and west elm Brands.
Directly accountable for analyzing Care Center Training needs, developing and implementing strategic plans, all communication including Newsletter within the center and for the overall training and development of 700 call center associates.
Led the design and development of curriculum in the areas of New Hire, Product/Concept, E-commerce, Registry, Kana and Leadership Training.
Managed, motivated and developed an 8 person Training Team consisting of Training Specialists and Training Coordinators. From October 2003 to September 2004 (1 year) Director, Corporate Training and Development @ Appointed by the COO to conduct a comprehensive organizational development analysis of Tourico’s call center operation in its entirety.
Analyzed IVR systems, monitoring and fraud software, GDS and back office accounting systems for complete recommendations of improvements and strategies.
Led the establishment of customer service guidelines and training for Tourico’s call center to include scripting, call monitoring and quality control.
Directly accountable for needs assessments, curriculum design, development and delivery. From March 2003 to July 2003 (5 months) Manager of Training and Development @ Selected amongst 350 applicants to join the Premier Online Travel booking service founded by five of the world’s leading airlines.
Directed the efforts and development of a 9 person staff including training manager, instructors and the instructional design team.
Structured training needs analysis including design and implementation of skill and knowledge assessments for over 400 associates encompassing Customer Service, Operations, Customer Care, Ticketing and Fulfillment.
Restructured the new hire process to a comprehensive 5-week training program to include: travel industry knowledge, website, CRM, building customer satisfaction, quality assurance, customer care, WORLDSPAN GDS functionality, call managements and customer experience. From 2002 to 2002 (less than a year) Manager of Sales & Training Development @ Originated and managed training department for National Car Sales Organization delivering training solutions to over 250 Account Managers and Directors.
Provided strategic analysis to determine training & developmental needs for the organization. Evaluated outside training vendors to compliment internal training initiatives.
Accountable for design, customization and facilitation of tailored training programs including new hire orientation, sales techniques, and GDS functionality. In addition, responsible for complete redesign, monthly development and distribution of company wide corporate newsletter for all Sales and Marketing staff.
Individually responsible for the coaching and mentoring of all Account managers and Directors to enhance professional growth and career development. Monitored and evaluated Sales Associate development to ensure their success. From April 2000 to November 2001 (1 year 8 months) Product Training Specialist @ Traveled 90% domestically and internationally to client sites to provide comprehensive needs analysis, customized training solutions and stayed onsite until conversion and implementation of program was completed. Clients included but not limited to Carnival Cruses Lines, AAA Mid-Atlantic and Disney Cruise Lines.
Implemented manual and automated conversions that consisted of functionality training of front to back office formats on all GDS systems. Provided client management of back office accounting needs to ensure that training was tailored to meet business requirements.
Developed, revised and maintained technical documentation and curriculums for the Global Max Call Center and its multi-million dollar customer base.
Personally selected out of 350+ to research, test and launch the first Maxnet product to be introduced in Canada and the United Kingdom. Nominated and honored in 1999 as a key company leader due to the success of the MaxNet International project implementation. From 1996 to 2000 (4 years)
Training and Development Diploma, Training and Development @ Langevin Learning Services-Training and Development Diploma From 1998 to 2008 Cinnamon Lautner is skilled in: Employee Training, Training, Leadership Development, Performance Management, Team Building, Instructional Design, Organizational Development, Management, Coaching, Training Delivery, Organizational Effectiveness, Staff Development, Interviews, Employee Relations, Talent Management
Looking for a different
Get an email address for anyone on LinkedIn with the ContactOut Chrome extension