The document is a resume for Linessa Frazier that highlights her experience in leadership development, training, and customer service roles over the past 25 years. She has extensive experience designing and facilitating training programs, developing curricula, and managing global customer service teams. Her background includes positions at several large companies where she helped enhance sales performance, develop employees, and increase customer satisfaction.

1. LINESSA FRAZIER
7519 SW Falcon Street, Topeka, Kansas 66610 H: 785-286-7035 ♦ C: 816-804-1020 ♦ linessa_frazier@yahoo.com
Highly-accomplished, customer-centric leader with a consistent record of successfully assessing client needs and
creating solutions to achieve business goals. A driven executive, skilled communicator and team builder, experienced
in managing individuals and projects that incorporate needs analysis, design, facilitation, evaluation and project
management. Open to a variety of industries and opportunities.
Leadership
Business Development
C-level Relationships
Strategic Planning
Sales Culture Enhancement
Performance & Incentive Development
People Development
Sales Analytics/Forecasting
Public Speaking
Account Retention
Presentations
Situational Leadership
Communications
Sales Training
HTML Certified
Development Dimensions International (DDI)
Certification
Achieve Global Certification
Project Management Certification (PMI)
Langevin Instructional Design Certification
Assessment Validation Certification (UMKC)
Series 6 and 63 Registrations
Articulate platform experience
Moodle platform proficient
MS Office proficient
Myers Briggs (MBTI) Facilitator
Covey 7 Habits Facilitator
FastTrac New Venture graduate
Leadership Greater Topeka graduate
Selected to establish an inbound call center and global outbound sales team with direct reports in Latin America,
the United Kingdom, Australia and China, resulting in increased customer satisfaction (97% in Top 2) and
exceeding sales goals by 150%.
Created a corporate university and the curriculum, providing the skills and mentoring for supervisors to advance
to managers, resulting in 89% of attendees with advanced career placements.
Created performance support solutions for Retail Operations department (Multi-Unit Managers for US and
International markets) for 4500 Store locations.
Designed, developed, implemented and facilitated blended training leadership courses for VPs, Directors, and
Managers, resulting in eight Guiding Principle Award nominations and wins (2001, 2003, and 2004) for adding
value.
Led results-based learning strategies and initiatives for managers' professional development including classes on
coaching, mentoring, giving and receiving feedback, engagement, staffing, turnover, and change management.
Customer Service Manager, 01/2014 to 08/2016
AIB International – Manhattan, Kansas
Established AIB International's global contact center, which provides client service, educational and technical
support to international customers. The inbound and outbound contact center is staffed by representatives in
North America, Latin America, EMEA and APAC.
Developed all process controls and metrics for daily management of the Call Center.
Coached team to exceed sales goals by 150%.
PROFESSIONAL SUMMARY
CORE COMPETENCIES AND SKILLS
SELECTED ACCOMPLISHMENTS
WORK HISTORY

2. Senior Instructional Designer, 03/2013 to 01/2014
AIB International – Manhattan, Kansas
Developed, designed and implemented a 16-week residential course for international students using eLearning,
blended learning, virtual training and evaluative assessments.
Assessed training needs through surveys, interviews with employees, focus groups and consultation with
managers.
Used a variety of assessment tools and strategies to improve instruction methods.
Customer Service Training Manager, 02/2010 to 01/2013
Blue Cross Blue Shield of Kansas – Topeka, Kansas
Managed direct reports of the call center's training department, overseeing hiring, modular training, and
specialized education using role plays, simulations, team exercises, group discussions, videos and lectures to
instruct participants.
Developed and facilitated an Operations Academy with a tailored curriculum for supervisors and assistant
supervisors, utilizing a coaching/mentoring system for course participants.
Workforce and Leadership Development Program Evaluator, 10/2008 to 02/2010
Blue Cross Blue Shield of Kansas – Topeka, Kansas
Using adult learning theory, designed, developed and facilitated curriculum for Blue University (multi-tiered
corporate leadership program).
Reviewed statistical learning data to determine impact, viability and return on investment of training.
Manager, Learning and Development, 05/2006 to 08/2008
Payless ShoeSource – Topeka, Kansas
Created performance support solutions for Retail Operations department (Multi-Unit Managers for US and
International markets) for 4500 Store locations.
Partnered with Delivery Team to create in excess of 70 products annually, which included train-the-trainer,
customer engagement, new hire on-boarding, Group Leader and Multi-Unit Manager Seminars, seasonal and
brand-specific support materials.
Introduced the concept and created on-trend brand strategy learning materials for in-Store Associates resulting
in a product that continues to be used today
Created a Sounding Board concept and team to collaborate and communicate with business partners on seasonal
learning materials, resulting in a more strategic product which met the business needs of 4500 Stores
Designed and created quarterly customer service communication materials and focused activities to provide
leadership, service and product solutions. These materials resulted in increased productivity, sales and service
and a Delighting the Customer Award nomination.
Senior Learning Consultant, 04/1993 to 05/2006
American Century Investments – Kansas City, Missouri
Designed, developed, implemented and facilitated blended training leadership courses for VPs, Directors, and
Managers, resulting in eight Guiding Principle Award nominations and wins (2001, 2003, and 2004) for Adding
Value.
Led results-based learning strategies and initiatives for managers' professional development including classes on
coaching, mentoring, giving and receiving feedback, engagement, staffing, turnover, and change management.

3. Developed financial and mutual fund curriculum using needs analysis, instructional design cycle, and level 1, 2
and 3 evaluations.
Created and validated assessments which assisted with HR compliance requirements and enabled managers to
determine future employability.
Administered new hire training to 600+ representatives preparing them for Series test and better customer
service skills.
Developed and facilitated soft skills training including Myers-Briggs Type Indicator and Franklin Covey's
Helping Shareholder's Succeed, resulting in a new customer service platform for the company and increased
satisfaction ratings.
Created train-the-trainer workshop for new trainers, managers and facilitators.
Established and directed a blended learning partnership between training department and on-line internal portal
for learning - Knowledge University
Created web-based learning modules and online materials using HTML
Led company-wide initiative for direct marketing channel and worked as intermediary with other channels
resulting in a comprehensive fund offering change for the entire company
Initiated and maintained consultative relationships with VPs, Directors and HR to expand training department
visibility and success resulting in additional projects and favorable exposure for the department.
Bachelor of Arts: English and Political Science,
Fisk University - Nashville, Tennessee
EDUCATION