Sarah Tiernan 2016 resume

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Sarah Tiernan

65 Dillon Street Leominster, Massachusetts 01453 Cell 978.430.6663

Global Senior Training Program Specialist

Instructional Design Technical Training Staff/Account Development Innovative, results-focused training professional with repeated success designing, coordinating, and executing robust corporate training initiatives. Excel at envisioning program design, intuitively targeting critical learner outcomes while ensuring program meets budget and time requirements. Adept at identifying and filling knowledge gaps through multiple training delivery methods and environments. Readily leverage state-of-the-art Web-based technologies in support of one-on-one and group instruction. Outstanding communication skills; interface with all levels of staff to ensure highest levels of instructional practice and world-class customer service.Core Training Strengths:

Learner Needs Assessment- Adult learning theories and principals Curriculum Development and Execution

Interactive Learning Modules- Articulate and Captivate Engaging Presentations / Instruction HR / New Hire Initiatives Classroom, Virtual (WebEx), and e-Learning

Program / Project Management Quality Assurance and Monitoring Course Redesign / Program Launch Leadership, Coaching, and Motivation

Professional Experience

Kronos Incorporated Chelmsford, Massachusetts

Technical Training program specialist, June 2015- PresentThe Technical Training Specialist supports delivery of technical training programs for the worldwide Products & Technology and Cloud Organizations. These training programs will be used for new hire on-boarding, upskilling the current team, to support career growth/development, and increase productivity, effectiveness and flexibility of resources.

Selected Contributions:

Drive/lead the effort to offer product training programs within the team. This includes product features, functionality and architecture.

Partner with senior leadership to understand the technical skills needed by role to deliver our products today and in the future, develop a plan to assess skills and competencies, design training to bridge skill gaps (leveraging both internal and external resources.

Ensure all employees have been properly trained on all development tools needed to be productive in their jobs.

Create and manage assessments or success measures to track impact of training, to look for skill gaps or needs, and to identify programs to overcome any deficiencies and address future needs.

Source technical training vendors and materials.

Member of the cross functional L&D team representing the technical training needs of the Products organization.

Partner closely with HR to build a comprehensive role-based career training and development program.

Schedule and coordinate all training, maintain records of sessions conducted and participant achievement.

Owner/designer of the Technical Training SharePoint site and dashboards/metrics.

MONSTER WORLDWIDE Weston, Massachusetts

Senior Technical Trainer, 2010 to February 2015Direct training programs that provide executives, managers, trainers, and customer service representatives with tools, knowledge, and hands-on experience essential to delivering first-class support to Monsters global customer base.

Evaluate and improve training operations and outcomes on a global level, to include tracking impact of changes on Monster site users as well as on lines of business. Serve as go-to person for Senior Manager of Training; analyze training processes and performance metrics, and collaborate with Senior Manager, Quality & Customer Satisfaction teams, and peers to ensure training aligns with corporate goals. Take point on developing and managing new projects; create and enhance training materials and modules for courses in Successful Agent, Successful Management, and Successful Trainers Series, and lead instruction via classroom (trainer led), WebEx, Captivate, and Video Teleconference. Leverage years of customer service experience to work effectively with diverse global team members and internal / external clients; present recommendations to executive decision makers for meeting both agent and management-level training needs.Selected Contributions:

Held highly visible role in Monster / HotJobs merger; single-handedly managed training project from end to end, including needs analysis, content writing, and management/ executive training for 40+ senior-level stakeholders efforts rewarded through seamless on-boarding of 15+ new Global Customer Service employees at Monster. Championed highly effective design, layout, and organization of SharePoint restructure that enabled North American launch of training catalog.

Initiated and continue to lead deep dive into Monsters new hire training curriculum and knowledge base tool, driving first review in three years.

Received Exceptional rating for 2010, 2011, 2012 and 2013 year-end review, an achievement realized by only 5% of employees company-wide. Delivered world-class product release training to Sales Support organization with members in Canada and continental US; traveled to all centers and delivered 20+ WebEx sessions.

Successfully managed design, development, and on-time completion of several major release projects.

Traveled to Sydney for month-long assignment facilitating launch of merger with CareerOne in Australia; developed all training processes and conducted employee and Train the Trainer classroom sessions. Currently spearheading optimization of training methodology to meet new demands in 2011; blend e-learning (captivate and articulate e-learning modules), hands-on training, guest speakers, job shadow assignments, and activities designed to keep employees of any technical skill level or learning style engaged. Host daily demos via WebEx to Employers, HR and Recruiters world-wide on Monsters product solutions and offerings. Average trainings were 3-5 a day each being 45-60 minutes with up to 50 attendees.

Global Technical Training & Quality Specialist, 2006 to 2010Managed classes of up to 20 new hires, combining expertise in adult learning with extensive knowledge of company products to promote cross-training opportunities at headquarters and satellite sites. Developed and presented lesson plans, learning scenarios, and course materials; identified areas for improvement. Conducted comprehensive needs assessments, documented job processes, and developed clear, concise manuals, worksheets, and related training materials. Managed new hire orientations, mentored agents from initial classroom environment to live floor operations, and performed constructive performance evaluations to aid agents in reaching service and productivity targets.

Selected Contributions:

Played key role in launch of new office in Czech Republic; spearheaded product and tool training for 15 agents, ensuring new associates were equipped to provide first-call issue resolution.

Successfully translated highly complex technical data into easily accessible learning modules. Integral in enhancing support for multiple lines of businesses including Sales Help Desk and Universal; conducted comprehensive analyses and facilitated launch of secret shopper calls. Proactively teamed with Training Manager to conduct mock calls and evaluate agent responses, helping build CS team for launch of new partner site in Kingston, Jamaica.Account Manager, 2005 to 2006Delivered superior customer service for up to 100+ enterprise accounts. Streamlined communication between account holders and Field Sales Representatives, and generated high customer return rates that led directly to increased revenue.

Selected Contributions:

Captured new business and helped drive retention of established customers by skillfully assessing client needs and consistently meeting demanding account requirements.

Built partnerships with customers and company decision makers to identify ongoing account trends and usage rates, delivering customized product training essential to meeting goals.

Recruiting Coordinator, 2005Provided exceptional administrative support for Monsters recruiting programs. Collected data and developed detailed recruiting reports to clearly summarize statistics and trends. Assembled recruitment materials, advertised for and screened applicants, conducted reference checks, and scheduled interviews. Coordinated applicant travel and accommodation arrangements.Selected Contribution:

Optimized flow of qualified job applicants, managing logistics to ensure positive first impression and encourage recruitment of top talent. CORNING LIFE SCIENCE Acton, Massachusetts

Customer Care Specialist, 2004 to 2005Built strong working relationships for world leader in manufacturing ceramics and specialty glass.

Devised on-target solutions for meeting needs of internal and external customers; provided pricing and product availability data, shipment notifications, proofs of delivery, return material authorizations, and order processing details. Interfaced cross-departmentally with representatives from Sales, Marketing, Engineering Services, and Operations; promptly communicated complex technical concepts and product specifications.ENTERPRISE RENT-A-CAR Acton, Massachusetts

HR / Recruiting Coordinator, 2003 to 2004Delivered recruiting, customer service, and administrative support to executive and senior management.

Led three-, six-, and nine-month Management Trainee programs. Achieved recruitment and service goals for multiple branch locations throughout the Boston region; trained, me