1. Kimberly Patrick-Barker
Trainer and Instructional Designer
Cell: (347) 772-7977
kimberlypatrick53@yahoo.com
Summary
A dynamic leader, who supports call center operations a strategic trainer working in conjunction with Site Leadership team. With 20
years in training and course development: delivering training, designing and writing courses, leading teams of trainers, and directing
enterprise initiatives Highly proficient in identifying different adult learning styles and in selecting optimal delivery methods to
achieve customer satisfaction.
Key Strengths Include:
End-User Training and Support Systems Implementation and Deployment Superior Presentation Skills
Critical Thinking Skills Experience with Global Culturally Diverse
Workforce
Geographically Dispersed Training and
Development
Instructional Designer Strong Coaching Skills Cross-Cultural Communications
Project Management and Development Top Management Interaction Meeting Aggressive Deadlines
Excellent Communication Skills Team and Project Leadership Multi-Tasking and Time Management
UAT and Production Systems Testing Business and Technical Analysis Systems Documentation and Workflow
Experience
Accenture Federal Services: United States Postal Service (Edison, NJ) 2013 - Present
Training Specialist
• Manages learning and professional delivery of training content in support of The United States Post Office’ (USPS)
Customer Care Center operations. Performs on- boarding training for new hire and existing employees and implements on-
going project specific training activities. USPS Training includes: USPS proprietary systems, Philatelic accounts opening,
maintenance and sales, Computer Basics, Call Center Interactive Work Station system, USPS core values, operations,
products and services, Customer Service and Courtesy Skills, Stress Management Tips and Techniques, Listening and
Conversational Phone Practices, Technical Support, Quality Assurance Matrix performance and compliance analysis.
Supports Nesting period as needed.
• Updates and delivers learning and development programs (instructor-led) by assessing, evaluating and/or designing, and
aligning potential solutions with organization strategies.
• Prepares and distributes training materials such as participant and facilitator guides, handouts, evaluation forms, and visual
aids; updated and delivered presentations; sets up audiovisual equipment.
• Provides tools and training solutions to address any gaps in knowledge, competency, and skills.
• Demonstrates best practices by providing coaching conversations to include positive reinforcement and skill improvement
through on the job training.
• Maintains tracking system to ensure accurate employee training records, track training needs, and collect evaluation results.
• Analyzes training effectiveness through test scores, production statistics and error ratios, and provided additional mentoring
during training as well as after training follow up; made appropriate changes to ensure comprehension and application of
material to assess additional training needs.
• Recommends training requirements from analysis provided by Quality Assurance.
• Remained current on developments in training and instructional methodologies including technology enhancements; attended
periodic seminars, forums, and meetings to ensure educational methodology is current and relevant.
• Skilled at classroom facilitation and managing effective discussion and dialogue to enhance the learning experience in a
diverse classroom environment.

2. FIRST TRANSIT/MTA ACCESS-A-RIDE (LONG ISLAND CITY, NY) 2011-2013
Training Supervisor
• Trained 300 call center representatives in the Reservations Department on all aspects of providing top quality customer
service based on the company's guidelines.
• Recruited and administered new hires orientation and training
• Instituted on-site training workshops to fine-tune and streamline processes and ultimately drive financial and organizational
growth
• Acted as primary point of contact and “subject matter expert” (SME) for technical training and successful escalations of
system issues
• Transformed, refocused and redesigned the call center support staff into a cohesive, synergistic professional team with
enhanced technical capabilities which significantly increased operational effectiveness
CITY UNIVERSITY OF NEW YORK/CUNY-311 PROJECTS (NEW YORK, NY) 2005-2010
Senior Trainer
• Delivered agency new hire training for over 600 CUNY students, to become Call Center Representatives.
• Partnered with operations, relationship and account management teams to coordinate and deliver superior training for
external customers. Training conducted via webinars (e-Learning) in house, one on one or in a classroom setting of 20+
students
• Collaborated with team leads and SME’s in the design, creation and revision of learning efforts. These included coordinating
course materials, managing training schedules and creating documentation such as task references, training agendas, internal
client communications etc.
• Participated in cross-functional meetings and projects with teams, operations, technology groups and management
• Provided effective feedback and recommendations to account management teams based on classroom performance
• Developed a train the trainer approach for technology rollovers and system releases
• Evaluated learning programs and training strategies to increase efficiency and effectiveness
• Monitored the Learning Management System, prepared business and system requirements, test plans, status reports, project
plans, issues documents, release notes and marketing materials as required by new system implementation
ANSWER INC., (NEW YORK, NY) 1996-2010
Training Development Coordinator
• Provided detailed oriented training for Local 1180 union employees using Microsoft Office Suite XP-2013.
• Performed administrative duties; class scheduling and attendance.
• Modernized training materials, curriculum and manuals, for employees.
Certifications
Langevin Teaching- Instructional Designer/Developer
Meyer Briggs Personality-(ENTJ)
Security Clearance
Security Trust Government Clearance
Computer Skills
• Microsoft suite and various contact center software packages including quality voice recording, knowledge management,
contact management and SharePoint
Education
Bachelor of Arts (Honors)
Marymount Manhattan College