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Bernard Francis Denke
Learning and Development
Zapopan,JAL
Work Preference
Summary
Professional in customer service management, instructional design, and learning and development with proven track record of driving customer satisfaction and operational efficiency. Known for strong leadership, effective problem-solving, and excellent communication skills. Adept at fostering team collaboration and adapting to evolving challenges to achieve consistent results. Skilled in conflict resolution, process optimization, and delivering high-quality customer experiences.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Customer Service Lead
Jive Media Group
Guadalajara, Jalisco, Mexico (Remote)
08.2025 - Current
- Ranked customer applications and websites and provided feedback efficiently through various communication channels.
- Assisted in troubleshooting issues with products and services to enhance customer satisfaction.
- Collaborated with team members to streamline support processes and improve response times.
- Led daily customer service operations, ensuring timely resolution of inquiries and issues.
Book Author
Xulon Press
Guadalajara, Jalisco, Mexico (Remote)
12.2021 - Current
- Developed engaging content for diverse audiences, enhancing reader connection and interest.
- Conducted in-depth research to ensure accuracy and depth of information presented in publications.
- Collaborated with editors to refine manuscripts, improving clarity and overall quality of published works.
- Implemented marketing strategies for book releases, increasing visibility and reader engagement.
Business Development Manager
Cafe Rey
Guadalajara, Jalisco, Mexico (Remote)
08.2016 - 08.2025
- Developed strategic partnerships to enhance brand visibility and market reach.
- Identified and pursued new business opportunities to drive revenue growth.
- Conducted market research to inform product offerings and pricing strategies.
- Collaborated with cross-functional teams to streamline operations and improve customer experience.
Customer Service Associate
Honeywell
Cincinnati, Ohio
02.2015 - 09.2017
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed product returns and exchanges, ensuring compliance with company policies.
- Collaborated with cross-functional teams to streamline communication processes.
- Led initiatives to enhance operational efficiency in customer support workflows.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Senior Learning Consultant
Procter & Gamble Co
Cincinnati, OH (Remote)
01.2014 - 01.2017
- Developed and implemented comprehensive training programs aligning with corporate objectives.
- Analyzed training needs and created tailored solutions to address skill gaps across departments.
- Collaborated with leadership to drive organizational change through effective learning initiatives.
Senior E-Learning Specialist
Cintas
Cincinnati, OH
10.2008 - 07.2014
- Designed and implemented targeted learning programs to enhance employee skill sets and performance.
- Facilitated workshops and training sessions, promoting knowledge sharing across diverse teams.
- Analyzed learner feedback to refine instructional materials and improve training effectiveness.
- Collaborated with subject matter experts to develop curriculum aligned with organizational goals.
- Led cross-functional teams in the execution of strategic initiatives aimed at workforce development.
- Mentored junior learning specialists, fostering professional growth and enhancing team capabilities.
- Evaluated training outcomes through assessments, ensuring alignment with business objectives and learner needs.
- Developed e-learning SCORM Compliant modules using industry-standard tools, increasing accessibility to training resources.
E-Learning Designer and CS Team Lead
Comair Delta Connection
Cincinnati, OH
08.2004 - 10.2008
- Designed innovative visual solutions for marketing campaigns, enhancing brand identity and engagement.
- Collaborated with cross-functional teams to ensure design alignment with strategic objectives and customer needs.
- Developed user-friendly interfaces by applying principles of usability and visual aesthetics in digital platforms.
- Conducted comprehensive design reviews, providing constructive feedback to improve team outcomes and project quality.
- Streamlined design processes through implementation of efficient workflows and advanced software tools.
- Developed innovative design concepts for improved brand recognition and customer engagement.
- Developed engaging multimedia presentations for stakeholders, facilitating clearer communication of design concepts.
Business Development Manager
PABXSoft Americas
Guadalajara, Jalisco, Mexico
11.2003 - 10.2004
- Led negotiations with key clients, resulting in long-term contracts and increased profitability.
- Trained and mentored junior staff on best practices in business development techniques.
- Analyzed sales data to refine strategies and improve overall performance metrics.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
Teacher and Administrative Assistant
OmniLife
Guadalajara, Jalisco, Mexico
10.2000 - 11.2003
- Developed engaging lesson plans that align with curriculum standards.
- Implemented innovative teaching strategies to enhance student learning outcomes.
- Mentored new teachers, fostering professional development and instructional growth.
- Collaborated with staff to integrate technology into the classroom effectively.
Professor
Autonomous University of Guadalajara
Guadalajara, Jalisco, Mexico
05.1999 - 10.2000
- Developed and implemented innovative curricula to enhance student engagement in diverse subject areas.
- Evaluated student performance through comprehensive assessments, ensuring alignment with educational standards and learning outcomes.
- Enhanced student understanding by designing interactive and engaging lectures.
- Led departmental committees to evaluate academic programs and align them with institutional goals for continuous improvement.
Education
Bachelor of Science - Education And Human Development
University of The Valley of Atemajac
Guadalajara, Jalisco, Mexico01-2003
Bachelor of Science - Veterinary Medicine
North Idaho College
Coeur D´Alene, IDSkills
- Analytical Skills
- Business Analysis
- Business Development
- Customer Relations
- Education
- Customer Service
- Organizational Development
- Online Learning
- Teaching
- SCORM
- ADDIE Method
- Learning Management Systems (LMS)
- Training
- Human Development
Certification
American Society for Talent Development - Conference Attendee - Denver, Colorado - May, 2012
- ·Attendee of the International Conference and Exposition, focusing on Designing & Facilitating Learning, Leadership Development, and eLearning Tracks.
Cintas Execu-Tech
- General Manager's College - Certificate of Completion - Mason , Ohio - January 2012
- Cintas Six Sigma Green Belt- Certificate of Completion - Mason, Ohio - April 2010
Delta Corporate Learning
- Instructional Sytems Design (ISD) utilizing ADDIE method - Certificate of Completion - Atlanta, Georgia - November 2006
Franklin Covey
- The Seven Habits of Highly Successful People - Certificate of Completion for Habits 1-7 - Cincinnati, Ohio - December of 2011
Itelligence SAP Gold Partner
- RWD Author and Administration Training - Certificate of Completion - Cincinnati, Ohio - December 2008
Sterling Ledet & Associates
- Adobe Flash and Actionscript - Certificate of Completion - Washington D.C. - November 2011
Accomplishments
- Received 5 Global Achievement Awards.
- Created over 100 online training modules, evaluations, and job aids. In addition to updating existing training content to support over 30,000 employees.
- I was awarded the “Partner of the Moment” award on multiple occasions for exceptional performance and results.
- I was designated Comair’s “Employee of the Month” in April of 2006 out of 6,500 employees’ company wide.
- Accomplished an “Exceeds Expectations” evaluation on the Comair Performance Management review along with multiple Ovation awards.
- Featured in the newsletter for the learning initiatives.
- Received highest professor evaluation from peers and students om yearly review for teaching ability.
Honeywell
Cintas
Comair Delta Connection
Autonomous University of Guadalajara (UAG)
Community Development
- I donated time and resources to Samaritan’s feet, Habitat for Humanity International, United Way Worldwide, Catholic Relief Services, United Fellowship of Christians and Jews.
Timeline
Customer Service Lead
Jive Media Group
08.2025 - Current
Book Author
Xulon Press
12.2021 - Current
Business Development Manager
Cafe Rey
08.2016 - 08.2025
Customer Service Associate
Honeywell
02.2015 - 09.2017
Senior Learning Consultant
Procter & Gamble Co
01.2014 - 01.2017
Senior E-Learning Specialist
Cintas
10.2008 - 07.2014
E-Learning Designer and CS Team Lead
Comair Delta Connection
08.2004 - 10.2008
Business Development Manager
PABXSoft Americas
11.2003 - 10.2004
Teacher and Administrative Assistant
OmniLife
10.2000 - 11.2003
Professor
Autonomous University of Guadalajara
05.1999 - 10.2000
Bachelor of Science - Education And Human Development
University of The Valley of Atemajac
Bachelor of Science - Veterinary Medicine
North Idaho College