SUMMARY:

• 10+years of Instructor - led training for all levels of employees (entry-level to senior management), including training and support to staff and end users.
• Successful in facilitating various IT training courses to highlight adult learning methodologies - using auditory, visual, and kinesthetic methods of learning incorporating ILT, one-on-one, web-based, computer based, and webinars.
• Have a proven track record of learning and successfully training new software within a short turnaround.

EXPERTISE AREA:

• Software & Technology Training
• 100% Travel - Road
• EMR/EHR Systems
• Automotive
• Go-Live Support|
• Mobility Devices
• Call Centers
• Change Management
• Retail Banking
• Mortgage Services
• Soft Skills Training
• Hospitality| Telecommunications
• SkyChain (Airline)
• Data Conversion

CLIENT PROJECTS:

Hospitality Trainer

Confidential, Ohio

Responsibilities:

• Trained within the ATRIO Guest Experience Management platform .
• R esponsible for preparing, facilitating, and performing on-site and online application implementation and training.
• Software training focused implementation projects including new installations, conversions, installed account audits and training, go live support, and post installation support.
• Create, document, and educate clients on customized procedures regarding the use of SMS products.
• Complete assigned projects in a timely manner and update management on project status.

Internet Help Desk Call Center Trainer

Confidential, Texas

Responsibilities:

• Facilitated a class of 25-30 Call Center Agents in systems training, product knowledge, day to day operations and sales training for a four week curriculum.
• Applied multiple training tools (participant guides, job aids, PPTs, demonstrations) to deliver training.
• Call Center Training for all types of departments, including IHD, Consumer (Residential) and Small Business, systems include SalesForce, CRM, DPI, and Sharepoint.
• Measured, track, and evaluated employee progress through the training curriculum to assess if the individual is ready to perform the needed work.
• Assisted in evaluating trainees' performance via observation, assessments and/or classroom exercises.
• Coached end users and provided on the job training during nesting and on the floor training.

Automotive Dealership Trainer

Confidential

Responsibilities:

• Trained Finance Managers in dealership operations, DMS software, and CDK systems.
• Facilitated AN Showroom and Sales Desk process workshops and train GMs and Sales Managers how to implement, coach to and train those processes to their sales teams using SaleForce.
• S upported and trained Customer Financial Services (CFS) associates across the company in the CFS Menu as well as laser forms and digital signing using Surface Pros.
• Conducted in-store development visits to work one-on-one with F & I Managers to help them drive business results through improved processes.
• Managed, created and completed data conversion process for customer data to F& I DMS system.
• Examined data files, processes, forms, reports and operational needs of AN Customers.

System Educator Trainer

Confidential

Responsibilities:

• Provided classroom & remote training in health information systems.
• Supported staff and clinical users in order to ensure efficient optimization, quality clinical care and billing.
• Provided Training on over 13 different proprietary Software Systems; skills related to processes, procedures and compliance: HealthCare Terminology, HIPAA Compliance, Insurance Products and Benefits, Claims, Medicare, Medicaid, Customer Service, Enrollment and Billing, Sales Scripts and EHR.
• Collaborated with Instructional designers regarding learning solutions and training needs.
• Measured, tracked and evaluated learners and client satisfaction through LMS and various other mediums.
• Created training content, curriculums, train-the-trainer, and deployment plans with OneVoice team members to ensure user readiness and adoption of new systems.

Implementation Specialist

Confidential

Responsibilities:

• Facilitated software training on how to use Business Systems to employees located in branch offices.
• Trained internal staff on ServSuite Core Applications and Field Techs using Mobile iOS and POS Applications.
• Prepared training calendar and sites for training objectives.
• Assisted in developing system documentation and testing software quality assurance to ensure training material reflects current product features.

MedHost Trainer

Confidential

Responsibilities:

• Trained RNs and MDs in MEDHOST software.
• Assisted IT Team in answering EMR training related Help Desk questions.
• Assisted EHR Manager with testing of new content and system upgrades.
• Provided at the elbow support during Go Live.
• Assisted in using application reporting tools to monitor accuracy of patient data and implement changes in process needed while ensuring all required corrections are made in a timely manner.

Master Trainer

Confidential, Chicago, IL

Responsibilities:

• Responsible for all related systems training of audiences ranging from internal United Trainers, Freight Vendor Trainers, Managers and end-users system wide.
• Trained United Cargo 360 initiatives to over 7,000 end users from the Reservations Call Center to the Warehouse to Planeside takeoff.
• Facilitated training programs for new and existing call center agents using a variety of instructional techniques and formats, such as role playing, simulations, team exercises, group discussions, videos, games, etc.
• Conducted On-the-Job training to ensure appropriate knowledge transfer and high customer service skills in alignment with call center trusted partner philosophy.
• Subject matter expert for July 1st rollout at Help Desk and performed desktop setups with applicable software (HP desktops/Windows 7, Microsoft Office applications, and proprietary software.

Technical Trainer

Confidential

Responsibilities:

• Provided training on Cisco VOIP Phone systems, functions and capabilities, and knowledgeable expertise.
• Created and delivered training to inside and field sales employees and channel partners using SaleForce.
• Presented sales modules, presentations/workshops, overall sales training curriculum at forums such as, but not limited to: new hire training classes, user conferences, tradeshows, and as requested
• Delivered one-on-one, group, live meeting, WebEx, telephone conference training and follow up training to employees.