Clients Served | Shields Mas Learning Resources (SMLR)

A Track Record Built Over 30 Years

Since 1995, SMLR has partnered with some of New York's — and the nation's — most demanding organizations. Here's a sample of who we've served.

The City of New York

Since 1995, SMLR has been a trusted training partner for New York City government. Our custom customer service and management development programs have reached frontline staff, supervisors, and administrators across more than a dozen agencies, including:

• NYC Department for the Aging (DFTA)

• NYC Department of Education (DOE)

• NYC Department of Health and Mental Hygiene (DOHMH)

• NYC Department of Transportation (DOT)

• NYC Department of Environmental Protection (DEP)

• NYC Fire Department (FDNY)

• NYC Comptroller's Office

• Mayor's Office of Contracts

• NYC Campaign Finance Board

• NYC Financial Information Services Agency (FISA)

These programs focused on reinforcing the vital role City employees play in delivering critical services — and equipping them with the skills, knowledge, and mindset to serve residents more effectively.

City University of New York (CUNY)

CUNY spans 25 campuses across all five boroughs. SMLR has a deep, proven track record with CUNY's colleges and professional schools — assessing and building the customer service and interpersonal skills of administrative staff and management across the system.

• Borough of Manhattan Community College (BMCC) — More than 1,000 staff participated in SMLR's Dynamic Customer Service and Managing & Coaching Customer Service programs, from the College President to the frontline.

• Brooklyn College

• CUNY Central Office

• LaGuardia Community College

• Queensborough Community College

• York College

• CUNY School of Law

LAW FIRMS

A nationally recognized law firm engaged SMLR to design and facilitate a customer service excellence pilot program for support staff — receptionists, mail room, messengers, and supply room personnel — who provided around-the-clock service to the firm's partners and associates. The pilot was so well received that SMLR was engaged to deliver two additional programs: Telephone Techniques and Successful Workplace Communications.

financial services

SMLR facilitated the Soaring with Excellence workshop for the Specialized Institutional Group (SIG) of Merrill Lynch. Participants from every level of SIG engaged in this team-building and performance excellence program, focusing on how to use esprit de corps to achieve ambitious organizational goals.

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pharmaceuticals and healthcare

More than 2,000 sales, operational, and senior staff of Pfizer Inc. — nationwide and in Canada — participated in the Eagles workshop. Facilitated by Desander Más, Eagles guided participants toward excellence by helping them integrate personal and professional goals. Key outcomes included greater appreciation of personal strengths, increased self-confidence, clearer personal vision, and a deeper understanding of one's impact on colleagues and clients.