Robert Schwartz, MEd

I was Training Director for an American Automobile Association (AAA) club in New Jersey. My primary mission was to increase membership renewal rates by improving customer service, and I did just that.

After a thorough needs assessment, I devised a multifaceted approach that would ultimately transform the organization. It included:

• Multiple supervisory skills training modules for front line supervisors and department managers

• A three day "Certified Peer Trainer" workshop for those subject matter experts in each department selected to train new staff members

• A two day customer service workshop for all employees serving either internal or external customers

• A supervisory training module to support the transfer of new customer service skills from the training environment to the job setting

• Updated employee performance appraisals that rated employees on the ability to apply specific customer service skills

• Structured on-the-job training for new employees in key positions, developed in collaboration with Certified Peer Trainers

I have also worked as a consultant, conducting needs assessments and designing and delivering training.

I have a master's in education (instructional design and technology) as well as a bachelor's in nursing and a decade of experience in healthcare.