Christopher Lyons77 Overlook Drive WestFramingham, MA 01701Home: (508) 788-9403Cell: (508) 816-3368

E-Mail:cml101495@yahoo.com

Objective – A position that will utilize my strong training skills in a hands on environment.

Skill Summary

Training and Development Implementation and Consulting

• Hands on Classroom Facilitator – Strong ability to explain technical concepts to non technical audience

• Conduct Needs Assessment and Task Analysis - Work with key stakeholders to generate excitement and buy in for training.

• New Hire Training – Develop training across a wide variety of skill needs both technical and soft skill related

• Cross Training – Develop on going training for staff

• Course Development – Create Training Plans, Document technical course materials including manuals and exercises.

• Training Management – Manage junior staff to optimal performance including measuring overall training effectiveness of staff by attendee survey and return on investment evaluations.

• Software Implementation and Training – Assess requirements, evaluate client needs, convert data, conduct training

• Process Improvement – Assess and document current procedures, provide roadmap for improvements, measure improvements via approved upon matrix with key stakeholders within a group

• Project Management –Manage projects, set milestones, achieve objectives

• Quality Assurance – Document test plans, hands on software testing, QA analysis

• Management Reporting – Capacity planning, productivity reporting and analysis

Computer Skills

Software Programming

• SalesLogic – Sales CRM tool

• SwiftPage – WebBased Marketing Tool

• Word, Excel, PowerPoint, Access, Visio, Adobe Acrobat

• RoboHelp – Utilized Robohelp to implement and maintain Product Help Menu for TheNextRound

• Sharepoint – Utilized Sharepoint to implement and update course material for internal Xtranet usage

• Website Content Development – Create and post content to company Website

• Strong SQL background for client implementations and how to query data from SQL Tables

• UNIX – Strong understanding of UNIX directories and how they are utilized within client implementations.

Professional Experience

Kiva Systems 2010 – PresentTraining ManagerPlan, develop and execute all Kiva client training, which includes all new Amazon fulfillment centers that will be utilizing the Kiva System. Develop training materials using a variety of methods including e-learning, live presentations, video tutorials, webinars and text documents. Manage training team which included overall project planning responsibilities that ensure learning objectives are appropriate and the proper resources were allocated to projects. Provide internal training to Kiva organization with a special focus on Professional Services organization. Assist in the delivery of Kiva onboarding training. Provide overall leadership for short and long term client training initiatives.

EBI Consulting 2009 - 2010Training Programs DirectorDevelop a professional external training business building on EBI's existing program utilizing my extensive training and program development experience. Develop new courses including computer based training (CBT) in support of business development efforts in health and safety with all company salespersons, to meet the needs of our clients. Provide training on Sales Logic CRM to sales personnel and utilizing CRM to track potential training prospects. Support and train marketing and sales personnel on Swift page marketing tool to send out automated email blast to clients promoting EBI services and training. Develop internal training program including course materials (documents, CBT, manuals, etc.) working closely with functional group managers to address everything from new hire orientation to continuous professional development and internal work process instruction and including software/technology training. Responsible for implementing a continuous evaluation process, getting client feedback to learn, improve and re-execute our work processes. Utilized workflow modeling (VIsio) and capacity planning modeling to assist senior management to model and continuously evaluate work processes and staff utilization.

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TheNextRound, Inc 2006 – 2009Training DirectorImplemented and delivered on company wide training solution for a small software company geared to the private equity industry. Software included a front end CRM system which allows clients to track contacts and utlilize email functionality to market services to prospects. Software also contained fund raising, back office accounting and Xtranet capabilities. Training included working with sales team to assess client needs and customize training toward clients needs and desired outcomes. Provided level 1 support via Help Desk, providing demanding clients answers to technical questions related to the product allowing me to be more effective as a subject matter expert in the classroom. Designed and delivered client training on site and via Web Ex. Created, implemented and delivered monthly training sessions for clients. Trainings generated $250,000 for the bottom line of the company in 2008. Implemented new hire on boarding process including new hire orientation and hands on technical training. Managed training staff including mentoring and assessing training performance.

One Beacon Insurance 2002- 2006Training and Management ConsultantSolely implemented new hire training program within a call center and cash processing departments. Hands on trainer who became subject matter expert for products and systems within the departments. Provided consulting expertise that measured departments productivity and analyzed overall staffing needs via the creation of a capacity planning model. Provided management and consulting services to middle and senior management. Other functions include:

Training and Development Management and Consulting Data Reporting

• Conduct needs assessment and task analysis for new hire training

• Document new and existing procedures for cross training and post new hire training

• Work with subject matters experts to document and train new system and/or product changes

• Create, deliver and evaluate the effectiveness of soft skill training including class topics such as quality and coaching

• Provide management support in relation to hiring staff

• Co-develop the call center quality measures

• Create, implement and evaluate all performance measures including team performance as well as individual performance matrices

• Solely responsible for the process improvement initiative that improved overall performance by 30% through documenting procedures, evaluating standards and implementing changes

• Created and implemented tracking worksheets to measure productivity within a cash and call center environment

• Subject matter expert within capacity planning project which analyzes productivity versus staffing needs

• Subject matter expert within cost activity analysis project which analyzes the cost of doing business

• Created and implement employee value matrix which analyzes the value an employee plays within the department

DST International 2000 – 2002Principal System Trainer and Consultant

Sun Life Financial 1997 – 2000Senior Trainer Develop and deliver operation call center and cash processing training

Fidelity Investments 1995 – 1997Training AssistantAssisted Trainers in the development of Training and course tracking

Bank Boston 1993 – 1995Accounting AssistantAssisted Facilities accounting department with invoicing and work order process

EDUCATION:University of Massachusetts, Amherst.Bachelor of Arts Degree, 1993. Major: EnglishAdditional Course Work:

• “Delivering Effective Training” Boston University

• “How to Plan, Develop and Evaluate Training” Clark Training and Consulting

References: See Linkedin profile Chris Lyons for recommendations on my work.

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