From: route@monster.com
Sent: Wednesday, May 04, 2016 9:26 AM
To: hg@apeironinc.com
Subject: Please review this candidate for: Safety
This resume has been forwarded to
you at the request of Monster User xapeix03
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557 East 3150 North. Ogden, Utah 84414.Home 801-782-6968.Cellular
801-866-3900.summers@xmission.com Kent Summers Organizational
Leader Experienced
leader with successful outcomes leading sales, training, operations, quality,
and customer service functions within large and small business environments
globally. Excel at devising and executing tools and business solutions
to deliver increased sales, marketing, quality, productivity, and ROI.
Exceptional skills in adult education, process and customer service
assessment, key performance measurement, competency based learning, learning
assessment and remediation of employee behavior. CORE COMPETENCIES §
Adult Learning: 27 years of teaching
curriculum to the learning styles of any learner in classroom, distance and
on-line learning experiences §
Sales: Retail, Direct, Door to Door, On-Line, B2B, and
MLM. Taught and practiced relationship selling for over 30 years §
Entrepreneurship: Principal player in the
following startup companies: Askesis (Online training and Learning Management
System) SelfPublished.com (Online Digital Vanity Publishing) Automated
Compliance and Training (Online OSHA Compliance) CMI- Compliance Management
and Insight (Online Legal Services, Corporate Veil Protection) CoverMeNow
(Current online Retailer) §
Computer Skills: Social Media: Facebook, LinkedIn,
Twitter. Mainframe, PC and Mac: AS 400 MAS systems,
Microsoft Office Suite including Visio, Plateau Systems Learning Management
System (LMS), Blackboard LMS and Authoring, Canvas LMS and Authoring, several
in-house LMS Systems, PowerPoint with the Articulate Suite, Authorware, Adobe
Photoshop, and Premiere as authoring systems §
Budgeting: Prepared, implemented and
adapted budgets to the financial realities of the company of multiple
Millions of Dollars §
Needs Analysis: Working with Subject Matter
Experts (SME) break down and document the processes and outcomes of a system
and understand the performance gaps and what needs to be done to change
behavior §
Instructional Design: Competency based
using the ADDIE model. Both on-line and in the classroom §
Training Evaluation: Basing success on
in-process and outcome predetermined process measures, using the 4 levels of
the Kirkpatrick model §
Project Management: Certified Project Management
Professional (PMP). §
Six Sigma/Lean Manufacturing:
Educated and facilitated improvement projects and Business Process Redesign
projects in manufacturing, office and service (call center) environments
increasing productivity and reducing cost by several orders of
magnitude. §
Human Resources: HR Generalist for a large
company and as an HR Manager for a small company. I have recruited
personnel, handled grievances, coached, promoted, used progressive
discipline, fired, and laid off employees §
International: I have successfully worked
as a team member or team leader for many global initiatives. PROFESSIONAL EXPERIENCE: Microsoft,
Salt Lake City, Utah January 2014 to Present Store Teacher § Evaluate
and Coach store employees in Sales, Customer Service and Product knowledge § Developed
and implemented of needs based curriculum in person one on one and in a
classroom setting § Increased
metric 36% in the first month MarketStar,
Ogden, Utah January 2013 to January 2014 North America Training Coach § Evaluated
and Coached Market Managers and Trainers of Team BlackBerry in the US and
Canada § Developed
and implemented of needs based curriculum delivered both on line, webinar and
in person § Evaluated
and coached team leadership in employee coaching Waste Management, Oak Harbor, Washington June 2011 to January 2013 Senior Trainer § Managing
trainer for 200 seat customer service call center. § Developed
and delivered all new hire and sales training for the Residential,
Commercial, California Bay Area, and British Columbia lines of
business. New hire average handle time (AHT) reduced by 50% with newly
designed training § Developed
and delivered all supervisory and leadership training § Supervised
other local trainers § Member of
the Corporate training standardization team Verizon Wireless, Salt Lake City, Utah September 2010 to June 2011 Customer Service Agent § Obtained
first call resolution for cellular phone plan and device upgrades (sales),
Tier 1 network and device troubleshooting, billing and credit resolution and
create Verizon Wireless promoters. Vangent Incorporated, Salt Lake City, Utah December 2009 to September
2010 Call Center Manager/Trainer 2010 United States
Census Help Line (Temporary) § Managed an
operations team of 32 for both in-bound and out-bound data collection and
customer service call center at 99.4% quality § Certified
and acted as an operations trainer for new hires § Obtained a
US Federal Government Security Clearance Compliance Management & Insight, Salt Lake City, Utah April 2008 to April 2010 Chief Operating Officer §
Lead all sales, marketing and operations for a start-up
legal services firm. §
Developed and implemented product rebranding including
marketing collateral, webpage and a nationwide radio advertising campaign.
Redesigned and automated all business processes including Customer
Interaction Management, Customer Relationship Management, and mass on-line
marketing §
Opened and managed our internal call center AOL, LLC,
Member Services Dulles, Virginia 2006 to 2007 Project Manager eTrain Technologies, Leadership Development Manager §
Developed and implemented the “Leading the AOL Way”, and
“Training the AOL Way” Call Center Leadership Development training for Member
Services call centers and Business Partners in the United States, Canada,
Mexico, Philippines, and remotely to India. (90% travel) §
Developed and implemented leader remediation training
processes from identification and evaluation to post evaluation of behaviors
of first line call center supervisors. §
Learning Management System (LMS) owner for Member Services
on-line learning and enterprise training tracking. Weber State University, Ogden, Utah 1987 to Present Adjunct Professor, Sales and Service Technology §
Adjunct Professor Teaching: Sales, Management,
Supervision, and Marketing courses on-line and in the classroom Convergys Corporation, Ogden, Utah
2003-2006
Senior Manager/Internal Training Consultant, Continuous Improvement §
Created Continuous Improvement Results for Facilities
Organization (100MM Budget)(Certified Green Belt) §
Created and implemented organization wide business process
redesign training and projects with multimillion dollar savings §
Instructional Designer and instructor for training process
in the Global Facilities Management organization §
Coached multiple Six Sigma teams that saved millions of
dollars in actual and avoided costs in multiple departments (20% travel) Stevens-Henager College, Ogden, Utah 2004-2005 Professor/Student Advisor §
Classroom Teaching: Sales, Management, Supervision,
Business Law and Marketing courses §
Student Advisor for all business majors approximately 200
students §
Coordinated all student events, parties, mini graduations
and graduation §
Author, photographer and layout of the monthly campus
newsletter Demarche Consulting Group Inc., Seattle, Washington 2002-2003 Consultant/Vice President, Business Process Redesign and Training §
Led Business Process Redesign projects for two municipal
clients in the Seattle area Client one: Reduced product
delivery time from 90-100 days to 5-10 days. Client two: Implemented TPM
(Total Productive Maintenance) §
Developed and implemented communication plans and training
for both clients §
Government Contract Proposal Writing (Sales) Parker Hannifin Corporation - Seal Group - Engineered Polymer Systems Division,
Salt Lake City, Utah 1998-2002 Inside Sales Manager/Safety Manager, Group and Division Quality/Safety Manager §
Directed 15 sales representatives in 3 geographic
locations with a an annual sales increase of 9% §
Implemented a "Balanced Scorecard" method of
process measurement, bringing balanced measures to traditionally
"soft" difficult to measure functions. (Sales, Service, Office
Administration) §
Proactively led all Environmental Health and Safety
Activities including training for the division §
Directed the achievement and maintenance of QS-9000
Certification at two locations in the division. §
Maintained our ISO-9000 certification at two locations in
the division §
Implemented video based operator training for Rubber
Manufacturing Business Unit §
Achieved cost savings in the Quality Assurance function
through productivity improvements - reduced headcount from 18 to 6. §
Seal Group Lean/Six Sigma Leader, created, piloted,
trained and implemented Lean Manufacturing and Six Sigma for both the
division and the group. EDUCATION: Master of Science, Business Education, Utah State University, Logan, Utah Bachelor of Science, Business Administration, Minor: Marketing Minor -
Education, Utah State University, Logan, Utah Associate of Applied Science, Sales and Retailing, Weber State University,
Ogden, Utah PROFESSIONAL CERTIFICATION: Industrial Training Area Studies Certificate (Post
graduate studies) Utah State University, Logan, Utah Secondary Education Teaching Certificate, State of
Utah, Business and Marketing Endorsements TQM/Lean Manufacturing/Six Sigma certification from
Thiokol, Parker Hannifin, and Convergys Corporations Project Management Professional, (PMP) certification
from Project Management International (PMI) DDI Learning Systems Facilitator, certification from
Development Dimensions International Kent Summers Resume Page 1 of 3 |
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