Peter Glen
Nampa
Summary
Talented Leadership and Development Coordinator bringing 20 years of experience and demonstrated record of accomplishment within the Non-Profit and Corporate world. Proficient in operational enhancements, quality improvements and team leadership all based on sound strategies. Acts as a cross-functional Director well-versed in developing successful teams, peers, and sties teammates to foster short and long term success. Decisive leader with good planning and organizational skills. Core belief that one does not work for the weekend, but works for the community they serve..
Overview
21
21
years of professional experience
Work History
Customer Service Lead Trainer
American Credit Acceptance
05.2024 - Current
- Developed lesson plans, instructional materials and written practice tests for newly onboarded and tenured associate training courses.
- Provided coaching and mentoring to employees.
- Worked with Leadership to customize courseware to accommodate business needs.
- Analyzed and evaluated training effectiveness and program outcomes.
- Created and oversaw customer service interface training programs for operations.
- Facilitated virtual, in-person and blended learning sessions.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
- Established and maintained quality control standards.
- Excellent communication skills, both verbal and written.
Operational Development Manager
T-Mobile
09.2021 - 10.2024
- Coordinated with project leaders to resolve product issues.
- Collaborated with clients to define pre-development metrics such as diagnostics timeframes, release windows, budgetary constraints and more.
- Developed roles, responsibilities and processes between BI team and client's data management organization.
- Allied with product team to coalesce projects around holistic sales strategies, incorporating collected beginning with initial development phases.
- Coordinated with cross-functional teams to perform product testing and develop business plans.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Orchestrated project schedules by outlining incremental milestones.
- Handled daily email and phone interactions with clients to provide updates on projects and handle issues.
- Created posters, PowerPoints and 3D renderings.
Business Ops Manager
T-Mobile US Inc.
09.2018 - 09.2021
- Managed company operations with responsibility for profit and loss, scheduling, and development/training
- Aided senior leadership during executive decision-making process by utilizing daily reports to recommend corrective actions and improvements.
- Planned daily operational strategies, included cross-functional teams to ensure success in performance across the board.
- Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
- Worked collaboratively to enhance processes and implement TEX Leadership and Cross Functional Partnerships, resulting in maxing out P&L in profitability in my markets and NMA.
Training Ops Manager
T-Mobile US Inc.
05.2016 - 09.2018
- Helped create and implement the Fundamental Program. This program was designed to drive healthy new hire performance and drive down attrition within our sites.
- Designed and implemented standard training procedures and programs in various departments for optimal efficiency.
- Oversaw logistics for training classes at different locations.
- Developed targeted courses to achieve company training objectives and enhance skills of organizational leaders.
- Utilized new technologies, concepts and techniques to add to talent and leadership development strategy and resources.
Jesuit Volunteer
Jesuit Volunteer International
06.2004 - 01.2007
- Collaborated with social workers to support patients.
- Located housing and other support services for displaced individuals working through family and community issues.
- Conferred with school staff to understand and meet diverse needs, providing frequent feedback on front-line operations and recommending improvement strategies.
- Employed broad range of instructional techniques to retain students' interest and maximize learning.
- Implemented in-house visits to better understand my students and their family life.
Education
Master of Arts - Master of Arts in Leadership
Ashford University
San Diego, CA12-2026
Bachelor of Science - Philosophy
Boise State University
06.2004
Bachelor of Arts - History
Boise State University
06.2004
Skills
- Systems implementation
- Workforce training
- Process improvement strategies
- Multidisciplinary collaboration
- Performance reporting
- Solutions development
- Business process re-engineering
- Project management
- Data evaluation
- Microsoft Office expertise
- Business Strategy Development
- Project management abilities
- Business and Operations Management
- Interdisciplinary Teaching
- Differentiated Learning Techniques
- Learning Assessments
- Schedule Management
- Curriculum Development
- Innovative Lesson Planning
- Behavioral/Cognitive Skills Development
- Focus Group Coordination
- Orientation and Onboarding
- Virtual Learning Management
- Leadership Development
Education and Training
other,Boise,other,Boise,true,other,San Diego, CA
Contact
Nampa, ID 83687
Languages
Spanish
Professional Working
English
Native or Bilingual
Timeline
Customer Service Lead Trainer
American Credit Acceptance
05.2024 - Current
Operational Development Manager
T-Mobile
09.2021 - 10.2024
Business Ops Manager
T-Mobile US Inc.
09.2018 - 09.2021
Training Ops Manager
T-Mobile US Inc.
05.2016 - 09.2018
Jesuit Volunteer
Jesuit Volunteer International
06.2004 - 01.2007
Bachelor of Science - Philosophy
Boise State University
Bachelor of Arts - History
Boise State University
Master of Arts - Master of Arts in Leadership
Ashford University
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