This document provides a summary of qualifications and work experience for Patricia Nichols. She has over 15 years of experience in training development, process implementation, and project management. Her skills include needs assessments, performance evaluations, instructional design, and developing effective training solutions. She has successfully managed multiple projects simultaneously for Fortune 500 clients.

1. Patricia A. Nichols
Irving, TX 75061
Contact Number: 972/891-5047
Email: Patricia.nichols10@gmail.com
SUMMARY OF QUALIFICATIONS
Training development and process implementation professional, with over 15 years of
experience in design, development and delivery. Skilled at conducting needs assessments,
performance evaluations and effective training solutions to meet the needs of the Clients.
Exceptional project management skills by successfully managing multiple high-profile projects
simultaneously for Fortune 500 clients. Excellent oral, written and interpersonal skills able to
communicate complicated topics in a logical, clear and concise manner.
Skill areas:
 Consultative –attend meetings with clients to identify best training solutions; evaluate
training programs and recommend/ implement improvements in the areas of content,
information flow, and training methods; provide Managers and Senior Leaders
recommendation for performance improvement solutions.
 Transformed the training program for Fortune 500 client from PDFs to Mobile Learning
Platform.
 Project management for company initiatives, both technical processes and procedural
changes.
 Proficient in Microsoft Word, Excel, PowerPoint, Publisher, PhotoShop and Outlook.
 Able to demonstrate excellent organization and problem solving skills in fast paced
environment to meet project deadlines.
 Advanced Technical Writing: company newsletters, formal communications, SOPs,
training documents and professional brochures.
 Work flexibly and easily adapt to change to better meet the needs of the client.
 Training delivery of customer service, leadership, product, personal development,
system, procedural and technical skills to meet the needs of KPIs.
 Instructional design, task analysis, and adult learning principles.
PROFESSIONAL EXPERIENCE
April 2005- Present
Learning Services Consultant Mosaic Sales Solutions Dallas, TX
 Act as a point of contact with internal client managers to facilitate development of client
specific training materials.
 Responsible for creating learning deliverables to support 10,000+ field staff.
 Develop training and reference materials for merchandising projects, assisted sales,
product demonstration, and product awareness projects.
 Provide strategic solutions to develop new hire and incumbent training content, by
researching marketing materials and leveraging best practices from other organizations
 Manage multiple projects for a variety of clients and process changes.
 Provide customized face to face MS Publisher training to Client Teams.
 Compile and analyze learning material effectives and learner comprehension through
quizzes and surveys to assess learner needs and make continued improvements to
curriculum.
 Provide leadership by managing events/activities with the Mosaic Cares Team in 2013.

2. December 2000- April 2005
Developer / Trainer II USA Mobility (Formerly Arch Wireless) Dallas, TX
 Developed and implemented new hire curriculum for 500 seat call center
 Developed training and reference material (hard and electronic formats) for Advanced
Messaging, Corporate Operations, Customer Care, Retail Activations, Telesales,
Collections and ATAC (company-wide help desk).
 Researched information necessary for the development of new courses and
management workshops.
 Managed training projects for new products and systems upgrades.
 Trained new hire, on-going and management classes for the call center.
 Evaluated training effectiveness and provide feedback through quality evaluations,
simulated calls and continuous customer care support.
 Trained 1500+ employees from new hire to high-level management receiving high ratings
for training materials and delivery.
August 1997 - December 2000
Process Management Specialist USA Mobility (Formerly Arch Wireless) Dallas, TX
 Managed projects and designed processes to improve performance and increase
efficiency in a large call center.
 Managed projects from conception through completion.
 Conducted research, presented findings, and made recommendations to upper
management.
 Created & documented policies / procedures to ensure their communication throughout
the call center via Intranet publication or weekly newsletter.
 Wrote, edited, and designed weekly newsletter.
 Created reference materials (both hard and electronic formats) for employees.
 Created Excel report to identify trends.
 Provided insight and recommendations to upper management regarding training needs.
July 1996 - August 1997
Team Leader USA Mobility (Formerly Arch Wireless) Dallas, TX
 Managed a team of 12-15 Customer Care Associates in a large call center environment.
 Monitored, coached, and developed associates to meet performance requirements
(quality assurance and call handling).
 Trained associates to ensure customers receive professional and courteous service while
achieving one call resolution, reducing customer churn and comply with company
policies.
 Responsible for administering disciplinary action when needed.
PROFESSIONAL COURSES AND SEMINARS
 7 Habits of Highly Effective People: Franklin-Covey
 Professional Writing: SkillPath
 Instructional Design for New Designers: Langevin
 Writing Skills for Trainers: Langevin
 Training Needs Analysis: Langevin