Eric T.

Hyman
4335 Mount Oxford Street Phone: 720.234.6077
Brighton, CO 80601 Email: ehf6015a@westpost.net

LEARNING & DEVELOPMENT PROFESSIONAL

Team builder with over fifteen years experience leading and directing cross-func
tional training teams. Proficient in staff development, incorporating adult-lea
rning principles. A leader with a proven record of exceeding performance metric
s for sales, service levels, retention, and quality. Areas of expertise include
:
* Performance gap analysis and early trend identification
* Staff development for continual performance improvement
* Global measurements to ensure training satisfaction and cost effectiveness
* Utilization of latest training industry technologies
Recipient of J.D. Powers and Associates award for excellence in customer satisfa
ction
PROFESSIONAL EXPERIENCE
ALTA COLLEGES, Denver, Colorado 1/05 10/10
Director of Admissions Learning & Development - Westwood College
Responsible for direction of multi-site training function of 500 admissions repr
esentatives (campus and on-line). Developed and implemented delivery of ongoing
performance-related learning solutions. Designed and developed extensive parti
cipant and facilitator training manuals. Managed online and campus admissions t
eams. Facilitated sales enhancement training modules for admissions representat
ives.
* Designed complete reconstruction of new hire training program, using the ADDIE
learning model. The new hire training also incorporated Kirkpatricks four leve
ls of evaluation. This restructuring contributed to exceeding annual enrollment
goals.
* Managed implementation of PeopleSoft systems integration. This provided for i
mproved efficiencies by consolidating four separate systems in to one.
** Implemented SCORM-compliant learning management systems to track progress and
measure retention.
* Facilitated monthly instructor-led and computer based training programs for ne
w and existing employees, incorporating adult-learning theory principles. This
training resulted in meeting annual staffing levels.
* Ensured regulatory compliance of all learning and performance standards by coo
rdinating quarterly training sessions and online examinations.
VIRGIN MOBILE USA, LLC, Colorado Springs, Colorado 2004
Director of Training & Quality - Virgin Mobile Customer Care
Responsible for direction of multi-site training and quality function of 1,000 c
ustomer care agents by national service provider. Implemented new simulated sys
tems training environment. Designed and developed extensive facilitator and par
ticipant training manuals. Facilitated train-the-trainer sessions with service
provider.
* Ensured vendor compliance of all learning and performance standards by impleme
nting Kirkpatricks evaluation methods, scheduling regular training staff meeting
s, and facilitating agent focus groups.
* Developed methodology and systems integration of SCORM-compliant learning mana
gement platforms, which ensured customer care agents had access to current progr
am information and shortened the learning curve from new hire training.
* Created new processes to monitor training needs and performance gap analysis.
This resulted in early trend identification and determination of specific focus
areas for subsequent training classes.
* Increased quality results measured by third-party vendor from 72% to 76%, exce
eding CEOs performance goal. This was accomplished by identifying and focusing
on specific call-handling areas which required the most coaching. Call control,
identification of buying signals, and assumptive closing were coached to drive
the increase in results.
* Instituted a communications plan between retail channel training groups, servi
ce provider, and staff to ensure a uniform message to new and existing customers
.
ERIC T. HYMAN PAGE TWO

ACCESS WORLDWIDE COMMUNICATIONS, Arlington, Virginia 1997 - 2004

Director of Training - TelAc Teleservices Group
Responsible for multi-site recruitment and training function of 1,500 call cente
r representatives, servicing major Fortune 500 clients. Directed group of 40 Tr
aining and Quality Assurance personnel. Developed technical systems and process
es which primary client instituted company-wide. Developed web-based training s
ystem utilizing Microsoft Developer (HTML) software. Designed and developed ext
ensive training manuals.
* Facilitated over 400 instructor-led and computer based training programs for n
ew and existing employees, incorporating adult-learning theory principles. This
training resulted in the firms 50% growth rate within three years.
* Maintained electronic knowledge management system for continual performance im
provement.
* Developed management and supervisory staff toward professional growth by devel
oping and facilitating management training curriculum.
* Achieved highest vendor rating from primary Fortune 500 client for Training an
d Quality Assurance excellence.
* Promoted from Training Supervisor to Director of Training within two years.
UNITEL CORPORATION, McLean, Virginia 1995 - 1997
Training Manager
Responsible for managing a team of three Trainers, two Quality Assurance Special
ists, and eight Verifiers. Designed and developed extensive training manuals.
* Conducted over 600 instructor-led and computer-based training programs to new
and existing employees, which helped facilitate the firms growth rate of 137% wi
thin two years.
* Analyzed statistical data of Telemarketing Sales/Service Representative (TSR)
performance, which determined specific areas of focus for subsequent training cl
asses.
* Implemented new monitoring technology, enabling Quality Assurance Specialists
to monitor voice and data simultaneously.
* Tripled verification production from 33% to 100% within one year by streamlini
ng the verification process and utilizing new recording technologies.
* Facilitated focus group sessions to enhance departmental performance.
CONSOLIDATED FOODS, INC., Kensington, Maryland 1993 - 1995
Sales Manager
Designed and maintained customer databases. Coordinated distribution efforts for
customer deliveries. Researched food vending suppliers. Supervised staff of 12
sales representatives.
* Achieved goal of raising $50,000 for Day Care Centers in Washington, D.C., by
organizing an annual citywide corporate fundraiser.
BARTLEBY PRESS, Silver Spring, Maryland 1987 - 1993
Assistant Marketing Director
Created and maintained national bookstore database. Researched book review edit
ors. Developed and maintained mailing lists. Supervised shipping, receiving, a
nd inventory operations. Supervised fulfillment personnel.
ERIC T. HYMAN PAGE THREE

EDUCATION
Bachelors of Science, Marketing, Ithaca College, Ithaca, New York, 1992
Concentration, Multi-Cultural studies, Cornell University, Ithaca, New York, 199
2
PROFESSIONAL AFFILIATIONS
Member, American Society for Training and Development, 1997 - present
AWARDS
J.D. Powers & Associates award for excellence in customer satisfaction - Virgin
Mobile, 2004
Link Circle of Quality Award - Unitel Corporation, 1996
MVP Bronze Quality Award - Unitel Corporation, 1996
Gold ACCE Award - Unitel Corporation, 1995, 1996
MVP Gold Quality Award (Industrys highest honor) - Unitel Corporation, 1994, 199
5
Rising Stars Award - Unitel Corporation, 1995, 1996
ATA Telo Award - Unitel Corporation, 1995

COMPUTER SKILLS
*Microsoft Office (Word, Excel, PowerPoint) *Rockwell Spectrum
*Microsoft Outlook *PeopleSoft
*Oracle UPK Client *SharePoint
*Aspect *Turning Point
**dobe Connect Pro *Witness*