Resume for Chris Lyons

1. Christopher Lyons
77 Overlook Drive West
Framingham, MA 01701
Home: (508) 788-9403
E-Mail:cml101495@yahoo.com
Objective – A position that will utilize my strong training skills in a hands on environment.
Skill Summary
Training and Development Implementation and Consulting
• Hands on Classroom Facilitator – Strong ability to explain • Software Implementation and Training – Assess
technical concepts to non technical audience requirements, evaluate client needs, convert data,
• Conduct Needs Assessment and Task Analysis - Work conduct training
with key stakeholders to generate excitement and buy in for • Process Improvement – Assess and document
training. current procedures, provide roadmap for
• New Hire Training – Develop training across a wide variety improvements, measure improvements via approved
of skill needs both technical and soft skill related upon matrix with key stakeholders within a group
• Cross Training – Develop on going training for staff • Project Management –Manage projects, set
milestones, achieve objectives
• Course Development – Create Training Plans, Document
technical course materials including manuals and exercises. • Quality Assurance – Document test plans, hands on
software testing, QA analysis
• Training Management – Manage junior staff to optimal
performance including measuring overall training • Management Reporting – Capacity planning,
effectiveness of staff by attendee survey and return on productivity reporting and analysis
investment evaluations.
Computer Skills
Software Programming
• SalesLogic – Sales CRM tool • Strong SQL background for client implementations and
• SwiftPage – WebBased Marketing Tool how to query data from SQL Tables
• Word, Excel, PowerPoint, Access, Visio, Adobe Acrobat • UNIX – Strong understanding of UNIX directories and
how they are utilized within client implementations.
• RoboHelp – Utilized Robohelp to implement and maintain
Product Help Menu for TheNextRound
• Sharepoint – Utilized Sharepoint to implement and update
course material for internal Xtranet usage
• Website Content Development – Create and post content to
company Website
Professional Experience
EBI Consulting 2009 - 2010
Training Programs Director
Develop a professional external training business building on EBI's existing program utilizing my extensive training and program
development experience. Develop new courses including computer based training (CBT) in support of business development efforts
in health and safety with all company salespersons, to meet the needs of our clients. Provide training on Sales Logic CRM to sales
personnel and utilizing CRM to track potential training prospects. Support and train marketing and sales personnel on Swift page
marketing tool to send out automated email blast to clients promoting EBI services and training. Develop internal training program
including course materials (documents, CBT, manuals, etc.) working closely with functional group managers to address everything
from new hire orientation to continuous professional development and internal work process instruction and including
software/technology training. Responsible for implementing a continuous evaluation process, getting client feedback to learn,
improve and re-execute our work processes. Utilized workflow modeling (VIsio) and capacity planning modeling to assist senior
management to model and continuously evaluate work processes and staff utilization.
TheNextRound, Inc 2006 – 2009
Training Director
Implemented and delivered on company wide training solution for a small software company geared to the private equity industry.
Software included a front end CRM system which allows clients to track contacts and utlilize email functionality to market services to
prospects. Software also contained fund raising, back office accounting and Xtranet capabilities. Training included working with
sales team to assess client needs and customize training toward clients needs and desired outcomes. Provided level 1 support via
Help Desk, providing demanding clients answers to technical questions related to the product allowing me to be more effective as a
subject matter expert in the classroom. Designed and delivered client training on site and via Web Ex. Created, implemented and
delivered monthly training sessions for clients. Trainings generated $250,000 for the bottom line of the company in 2008.
Implemented new hire on boarding process including new hire orientation and hands on technical training. Managed training staff
including mentoring and assessing training performance.
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2. One Beacon Insurance 2002- 2006
Training and Management Consultant
Solely implemented new hire training program within a call center and cash processing departments. Hands on trainer who became
subject matter expert for products and systems within the departments. Provided consulting expertise that measured departments
productivity and analyzed overall staffing needs via the creation of a capacity planning model. Provided management and
consulting services to middle and senior management. Other functions include:
Training and Development Management and Consulting Data Reporting
• Conduct needs assessment and • Provide management support in • Created and implemented tracking
task analysis for new hire training relation to hiring staff worksheets to measure productivity
• Document new and existing • Co-develop the call center quality within a cash and call center
procedures for cross training and measures environment
post new hire training • Create, implement and evaluate all • Subject matter expert within
• Work with subject matters experts performance measures including team capacity planning project which
to document and train new system performance as well as individual analyzes productivity versus staffing
and/or product changes performance matrices needs
• Create, deliver and evaluate the • Solely responsible for the process • Subject matter expert within cost
effectiveness of soft skill training improvement initiative that improved activity analysis project which
including class topics such as overall performance by 30% through analyzes the cost of doing business
quality and coaching documenting procedures, evaluating • Created and implement employee
standards and implementing changes value matrix which analyzes the
value an employee plays within the
department
DST International 2000 – 2002
Principal System Trainer and Consultant
Provided data conversion expertise to new clients when they first signed with DST. Implemented company wide training solution for
clients as well as DST new hires. Became expert within two complex financial products. Worked with product management and
development to document and communicate new product features to clients as well as internal employees.
Training and Development Client Implementations
• Conduct needs assessment, task analysis and delivery of training for 2 • Utilize excel template to convert data
software products from old systems into DST product
suite
• Document all training material used in the delivery of DST International • Work with clients on product
training customizations including new screen
• Deliver training to all internal employees (75+) and report needs.
• Deliver external training to clients which generated revenue for the company
• Document all training material used in the delivery of DST International • Cross sell additional services if needed
training
• Deliver training to all internal employees (75+)
• Deliver external training to clients which generated revenue for the company
Sun Life Financial 1997 – 2000
Senior Trainer
Develop and deliver operation call center and cash processing training
Fidelity Investments 1995 – 1997
Training Assistant
Assisted Trainers in the development of Training and course tracking
Bank Boston 1993 – 1995
Accounting Assistant
Assisted Facilities accounting department with invoicing and work order process
EDUCATION:
University of Massachusetts, Amherst.
Bachelor of Arts Degree, 1993.
Major: English
Additional Course Work:
• “Delivering Effective Training” Boston University
• “How to Plan, Develop and Evaluate Training” Clark Training and Consulting
References: See Linkedin profile Chris Lyons for recommendations on my work.
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