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Bella Tichenor

309 Cricket Hill Road, Hyde Park, VT 05001

802-851-1230

bella@gmail.com

Key Skills—What I consistently do:

Architect, drive change and improve performance by creating training curricula, and blended learning strategies and programs that support continuous learning and the organization’s business plan.

Very sound presentation and facilitation technique—platform speaking, media/video, experiential exercises and simulation, panel discussions, forums/roundtables/interest groups, "grab-bag" lunches and train-the-trainer.

Able to leverage trend analysis and internal and external resources to provide “just-in-time” training solutions for short and long-term employee development needs.

Provide front end learning needs assessments by collaborating with senior management; design and develop appropriate training curriculum to increase and improve employee knowledge and skills.

Performance based coaching and mentoring—able to evaluate training effectiveness, ROI and to assess additional training needs–real time, model simulations and change methodology.

Professional development and leadership learning—New Employee Orientation, Product Training, End User Software/Tools, Safety/Wellness, Maintenance/Custodial, Sales, Supervisory/Management, Skill Systems, Procedures, Customer Service, Soft Skills, Business Skills and Leadership Training.

Maintain daily operations, training schedules, outcomes and employee records of the training department through a state of the art Learning Management System and ensures that training materials are up to date based on business need and compliance requirements.

Key Skills—What I consistently achieve:

2008-Present                                 Mylan Technologies, Inc., St. Albans, VT

                                                        Training Specialist and Interim Manager

·         Consult with Subject Matter Experts within Manufacturing, EHS, Maintenance/Custodial and Regulatory

units to research, design, develop and write instructor-led curriculum, e-Learning modules, Structured On The Job Training and work instructions to ensure FDA, OSHA & ISO standards and compliance.

·         Teamed with department heads to create 244 jobs based Learning Plans.  The plans include entry level

to officer/VP tiered learning requirements beginning with New Employee Orientation and   extending to longer range, continuous learning and professional career development.

• Provide end user and administrator training on the corporate Learning Management System, Plateau, by providing training materials, work instructions, classroom and online content delivery.

·         Team with Human Recourses, Senior Management and OE team to facilitate On-boarding, Continuing

Education, Leadership, Workplace Diversity, Internal/External Customer Service and Professional development courseware solutions—more effective communication, improved writing skills, conflict resolution/collaboration and safety and diversity initiatives consistently meet or exceed annual targets.

2004-2008                               Vermont State Employees Credit Union, Montpelier, VT

                                                                           Training Coordinator

·         Designed, developed and delivered the organization’s first relational database processing/banking

platform to Tellers, Back Office Personnel, Mortgage Originators and Call Center Service Staff.

·         Managed all internal, external and vendor trainings including employee orientation, sales,

 systems, Call Center customer service, leadership development and e-Learning—Customer surveys

 revealed better Call Center service and a 33% increase in cross sold accounts during 2007.         

Bruce Tichenor, pg. 2

1998-2004                                           Executive Greetings, New Hartford, CT

                                                                        Training Administrator

·         Assisted HR in recruiting, selecting and training 80 permanent and 120 seasonal Call Center employees on proprietary database, catalog products, municipal cleaning supplies, communication, customer service and negotiation techniques, increasing the company’s annual cross sales by 34% during seasonal campaigns.

·         Established a Fortune 100 Outbound Call training initiative by managing 8 Account Executives, each maintaining and assigned to grow a $1M catalog book of business.  5 producers achieved or exceeded their sales objectives and one exceeded her goal by 119%.

·         Performance Recognition—instituted a quarterly “Give ‘em the Pickle” awards program   The goal is to recognize individual employees for their contributions to the corporate mission through Performance, Service, Innovation, Self Improvement and Leadership.

1990-1997                                           R.C. Knox and Company, Inc., Hartford, CT

                                                           Account Executive and Training Administrator

·         Delivered sales, customer service and underwriting training to members of the Professional

Insurance Agents and Independent Insurance Agents of Connecticut—Agent feedback indicated immediate implementation of sales and service tools and an increase in client retention..

·         Cross sold Life, Long Term Care and Annuities at an average annual premium of $650,000.

Education- Certifications-Professional

·         The King’s College, Briarcliff Manor, NY: BA, Sociology

·         American Society of Training and Development; National and Vermont Chapters: Training & Development Certification

·         Professional Seminars and Course Work:  DDI, Achieve Global, Effective Classroom Instruction & Techniques, Skill Path, Dale Carnegie, Bob Pike, Stephen Covey, Training and Development Expo.

Technical Skills and Authoring Tools

Web Conferencing, Articulate, Corporate University & LMS Administrator, Microsoft Office Suite,

Lotus Notes, Sharepoint, Cisco Phone Systems, PowerPoint, and Industry Proprietary Software.

Military Service

United States Air Force—Recipient of the Air Force Commendation Medal for Military Merit.

Case Study: Employee Training & Development/Continuous Learning success story, VSECU

Business Training Library, Saint Louis, MO—available in hard copy.

Examiner.com:  Contributing author to the Burlington Examiner on training topics and coaching techniques

 under the Career and Workplace channel.

Volunteer

Junior Achievement:  Provided Math, English and Economics curriculum to at-risk Junior High School Students in a fun-filled, academic setting designed to help students focus on personal development and prepare them for working in a highly competitive business world.

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