OBJECTIVE 
Certified training manager and performance consultant with extensive training, consulting, development, and project management experience seeks a business process position that incorporates my business analysis, technical documentation, training, management, consulting, and project management skills.

EXPERIENCE 

Confidential, Richmond, VA. July 2009 –February 2010

Documentation Specialist/Business Analyst/Senior Trainer/Operational Support July 2009 – February 2010

• Identified, analyzed and gathered business requirements from end users and key stakeholders.
• Created and managed option documentation and 150 + end user job aids for MUNIS.
• MUNIS is a municipality tax revenue system that includes Revenue, Receivables and General Ledger modules.
• Liaison between users/clients, internal IT department, and vendor /developers during all phases of implementation.
• Performed analysis on existing reports used on the legacy system to be replaced with MUNIS. Reduced the number of reports by 50%.
• Delivered hands on training and provided user documentation for business practices being implemented using MUNIS.
• Performed a needs analysis to determine training needs based on the MUNIS version upgrade.
• Assisted Tax operations manager in reviewing gaps between legacy and MUNIS system.

Confidential, Richmond, VA. September 2002 – June 2008

Business Process and Systems Training Manager/Business Analyst October 2004 - June 2008

• Designed and delivered training to the Commercial Channel for all proprietary systems. These included a back office financial application, web based applications, and well as Best Practices for the Commercial Channel Workflow.
• Implemented the back office proprietary financial application and the customer facing proprietary web application into new offices brought into the Commercial Channel. Assisted in testing new functionality releases prior to implementation. Documented bugs and prepared job aids as needed.
• Managed all aspects of monthly Power -Trainings for the Commercial Channel consisting of channel and topic announcements, class curriculums, and attendance tracking.
• Managed a SharePoint site containing all of the recorded Power Training sessions and granted access as needed.

Product Manager/Business Analyst - Web Based Application June 2003 – October 2004

• Implemented Channel initiatives such as the Tracking of Turn Times a financial application to all managers.
• Created International Business requirements to enable the web based application to be more internationally compatible.
• Submitted enhancement requests for Commercial offices and customers for the customer facing proprietary web application.
• Provided recurring monthly Live Meeting training sessions of basic proprietary web based application functionality.
• Attended industry trade shows and provided demos of the customer facing proprietary web application.

Trainer September 2002 - June 2003

• Developed and facilitated new functionality demos for the commercial and residential proprietary web based application. This included testing of the new functionality on a development site and beta site. It also required reviewing specs to determine functionality goals.
• Served as the implementations contact for a system interface that linked to our web based application. This included demos, testing, interface development recommendations, and creating job aids.
• Consulted with site managers prior to developing training agendas. Facilitated hands on training either on site or via Microsoft Live Meeting.
• Designed, developed, and maintained over 100 job aids and exercises that were maintained on an Intranet.

Confidential, Richmond, VA. April 1996 – March 2002

Trainer II (Acting Training Manager) July 2001 –March 2002

• Consulted with managers inside and outside the department to negotiate dates, content, and plans for training to support new software, systems, and initiatives tested in the Invention Factory. Allocated all training resources and managed dates to account for the Call Center impact.
• Evaluated, designed, and implemented new training programs encompassing all aspects of the Invention Factory. This included creating, reviewing, and revising training modules and classroom materials, and instructing associates on policies, procedures, systems, software, and soft skills.
• Created a new training evaluation process for Invention Factory, including new metric-based evaluation forms for all types of training courses (Train the Trainer, New Hire, and Product Training evaluation forms).

Trainer Direct Banking Services (DBS) June 2000 –July 2001

• Consulted with managers from DBS and other corporate departments to determine the impact of new DBS products, policies, procedures, software and systems on associates, and determine necessary training. Led those training projects, as necessary.
• Analyzed, evaluated, designed, updated, delivered, and facilitated new DBS training programs, and new hire, refresher, and specialty training for new and existing associates and managers in all DBS groups.
• Managed DBS training for several product launches, including ATM cards, IRAs, and on-line account servicing.

Project Manager, Direct Banking Services (DBS) September 1999-June 2000

• Managed product rollouts as requested by our business analysts. This involved learning and managing the entire lifecycle of a new product introduction, from solicitation to operational implementation.
• Managed the requirements of each project to be completed before the product rollout. This included reviewing Use Case Scenarios, System Requirements, and Copy before going to print.
• Served as the ongoing product liaison between multiple departments, and as the vendor relationship manager for new product lines, including on-line account servicing. Worked with Legal, System Development, Customer Relations, Marketing and Training.

Trainer; Training Assistant; Product Specialist Capital One Customer Relations, Deposits / Secured Card, Richmond, VA.
April 1996 – September 1999.

• Served as a Trainer for customer and account service call center for Capital One deposit and secured card products.
• Designed, updated, delivered, and facilitated new hire, refresher, and specialty training on policies, procedures, systems, and soft skills for new and existing associates and managers from all internal departments.
• Managed department’s on-line help files, and ensured that associates completed revisions as needed.

EDUCATION, TRAINING, and SKILLS

B.S., Business Administration. Confidential College

• Concentrations in Economics and Finance.

Certified Training Manager/Director, Confidential, 2000.
Certified Performance Consultant, Confidential, 2006.
Certified Master Trainer and Designer/Developer, Confidential, (Expected in 2010)

• Completed the following Langevin courses: Instructional Design, Marketing Your Training Internally, The Successful Training Manager, and Consulting Skills for Trainers, Project Management for Trainers, Making Your Training Stick.
• Completed Capital One training: Diversity Training, Behavioral Interviewing, Building Relationships, and Managing Projects in Organizations (ESI).

Computer Software Skills

• Proficient in Microsoft Word, Power Point, Paint Shop Pro, Excel, and Microsoft Live Meeting. Familiar with Microsoft Project, and Visio.
• Also skilled in a variety of proprietary web based applications and financial applications.