Joe Boskin
88 Yellow Brick road
Baltimore,, MD
999-999-9999
joeboskin@aaa.com

Objective:	An interesting and challenging position as a Training Manager with a leading Call Center.

Experience
  
Voices Teleservices Pvt Ltd	Baltimore, MD
Training Manager	2007 to Present
Ÿ	Conducted orientation sessions and arranged on-the-job training for new hires.
Ÿ	Prepared training budget for department and organization.
Ÿ	Coordinated established courses with technical and professional courses provided by community schools and designated training procedures.
Ÿ	Conferred with management and conducted surveys to identify training needs based on projected production processes, changes, and other factors.
Ÿ	Trained and managed  a team of 10 trainers.
Ÿ	Analyzed training needs to develop new training programs and modified and improved existing programs.
Ÿ	Developed and organized training manuals, multimedia visual aids, and other educational materials.
Ÿ	Conducted and arranged for ongoing technical training and personal development classes for staff members.
Ÿ	Developed testing and evaluation procedures.
Ÿ	Evaluated instructor performance and the effectiveness of training programs, providing recommendations for improvement.
Ÿ	Trained instructors and supervisors in techniques and skills for training and dealing with employees.
Ÿ	Reviewed and evaluated training and apprenticeship programs for compliance with government standards.
Ÿ	Planned, developed, and provided training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

Voices Teleservices Pvt. Ltd.	Baltimore, MD
Trainer	2004 to 2007
Ÿ	Conducted continuous education sessions for employees based on feedback and training needs analysis.
Ÿ	Recognized Training requirements and prepared resourceful training programs based on client requirements. 
Ÿ	Conducted refresher workshops and training sessions for employees who were slow to come up the learning curve.
Ÿ	Assisted team in customer service training. 
Ÿ	Carried out regular call monitoring  sessions for agents to identify gaps and incorporate them in the trainings.
Ÿ	Took part in hiring process and sorted suitable candidates. 
Ÿ	Collaborated with Quality team members to identify trainings needs for employees.

Education
  
State University of Maryland	Baltimore, MD
Masters of Business Administration	2008

State University of Maryland	Baltimore, MD
Bachelors of Arts	2004

References:	Available upon request