J OHN D. H EL M

Veteran

*** ********* * * *** Home: 770-837-

2081

L awrenceville, GA 30044 Cell: 678-***-****

E mail: aceshx@r.postjobfree.com

w ww.linkedin.com/in/johndhelm

H IG H L IG HTS OF QUAL I F ICAT IONS

Strategic T raining and Development p rofessional with extensive experience in the delivery,

evaluation, and enhancement of effective hands-on inst ructional programs. Such enhancements

i mprove efficiency, increase productivity, solidifies quality and strengthens financial results. A

p roactive business partner to senior management and technical experts to guide in the development

of performance-driven and customer-driven ini tiatives. Successfully facilitated soft skill and

technical seminars/webinars in various environments to include SAP. Expertise also includes

p roprietary loan origination systems. Subject Mat ter Expert (SME) at delivering sales t raining,

technical t raining, improving service standards, production and efficiency. Facilitation t raining has

been in the following industries Sales, Call Center, Banking, Mortgage Banking, IT, and Medical IT.

Selected accomplishments included:

• Delivered highly effective classroom and vir tual instruction on various proprietary software

applications.

• Created, managed and t racked Standard Evaluation testing and retests within respective L MS

systems. (Lattitude, Captivate, Ar ticulate, Inquisite and E-Learn).

• Implemented and enhanced the curriculum in support of U.S Department of Education, JPM

Chase, Bank of America, Emory Health Clinic, Capital One Auto Finance, Bank of America,

A T&T and DaVita Dialysis respective guidelines.

• Technical Facilitation included: EMR, Avaya, Eyebeam, FACS (soft-phones), Cisco, Davox,

Touchstar, TCT and other telephony applications. Experience with MS SQL Server.

CONTRACT ASSIGNMENTS & PROFESSIONAL EXPER IENCE

Crif Lending Solutions, A tlanta, GA 2013-

Present

Technical Client T r ainer

Facilitate strategic global t raining sessions and webinars for both international and domestic

clientele. Provide in-house t raining for Business Developers for product enhancement and demos.

L iaison between IT Developers and clients to ensure workf low processes are developed correctly.

P rior to implementation conduct quality checks to ensure compatibili ty with the host/core systems.

Occasionally perform product demos to aid in client acquisition process.

• Coordinate directly with system administrator, compliance officer and IT Security to set

parameters with the client to ensure workflow process.

• Educate system administrators with mat rices development which align with profit goals and

compliance.

• Facilitate in-depth configurations to assign specific roles and duties for specific users.

• Ut ilized proprietary Loan Origination System (LOS) and customized for client needs.

• Deliver t rain the-t rainer courses and facilitate end-users on a suite of proprietary Loan

O rigination System offerings.

“AT T HE HE L M” Corporate T raining, L awrenceville, GA

2010-2013

Instrumental with facilitating various t raining sessions for multiple clients. Projects have included

onsite and web-based technical t raining. Projects included:

N ational Grid (SAP Project), SAP Software T rainer

Conducted drop-in t raining sessions for Managers, Payroll, Resources and Employees of a major

U t ilit ies provider. Conducted conversion IT t raining and coaching on Payroll/Finance, HR and Fleet

Services applications. Provided f loor support with t imesheets for payroll after the “go-live”

conversion date. Supported field management clinics with t roubleshooting post go-live using Sap

B usiness Process Monitoring (BPM) tool.

J OHN D. H EL M Page 2

Bank of America, Corporate T rainer

Provided Classroom and VILT t raining sessions to newly hired, re-deployed bank associates and

G lobal N MO/DOJ. Utilized various databases Salesforce/CRM TOOL, LA MP, Global Settlement

P rocessing and BAC Special Modification Checklist. Delivered t raining for the Timely Mods and

H SS2 positions.

Bank of America/BAC Project

In support of National M HA program, delivered t raining to new hire and re-deployed associates for

several multi facet bank initiatives. Facilitated GSE Investor Audit Training within the Credit Loss

M i t igation Group, t rained investor auditors on strategies and processes related to contract

claims/repurchase requests for Government Sponsored Enti ty loans and NON-GSE loans.

DAVITA New Star I T Solutions Project I T T rainer

Provide one on one and classroom computer software t raining for Nephrologists, nurses and

technicians within a Dialysis center. Assisted in conducting t raining needs, job task and job

analysis to develop technical t raining strategy to support IS&T's Project Management Protocol while

i nt roducing new hardware and software t raining. Trained all Home Hemodialysis and PD Dialysis

modalit ies as well as Laboratory procurement, processing and packaging. Handled “go-live”

i mplementation for EMR/EHR.

• Conducted t roubleshoot techniques and resolved unexpected technical problems on site and

remotely.

• Served as liaison between Facility Administrator and Help Desk for technical resolution of issues

outside scope of authority.

Alorica (formally Ryla, I nc.) Benefeds Project

Delivered several “one week” intense t raining sessions for Customer Service Representatives on the

Government’s dental and vision package options. Delivered and assisted with the design of various

cur riculum segments to enhance the delivery to the Customer Service Representatives.

Financial Asset Management Systems, Tucker, GA 2008 –

2010

T r aining Manager

Successfully conducted Manager and Collector t raining for a multi-servicing Third Party Collection

Agency. Served as FDCPA/FTC compliance liaison and provided company-wide t raining to enhance

R isk Management and lessen costly violations. Delivered effective t raining for over 300 employees.

• Designed, conducted and facilitated numerous t raining courses for the U.S. Department of

E ducation.

• Provided Technical t raining for B-frame host collection system and Touch-Star.

• Facilitated weekly Compliance Training in alignment with the various Federal and State

s tatutes.

Superior Asset Management (HOV Services), A tlanta, GA, Collection Manager

2006 –2008

The Fitness Helm, Sacramento, CA, O wner 2003 -

2005

Providian Financial, Fairfield, CA, Senior Manager 2000 -

2003

Directed the operations of Work Force Management, Dialer Ops, Call Quality and Training

departments within a 600-seat Credit Card/Customer Service call center. Continually made

decreases in the $4M credit card delinquency portfolio through critical analysis, t raining and dialing

s trategy adjustments.

T he Money Store/First Union, Sacramento, CA, Assistant Vice President/Manager

1997 - 2000

Managed the Mor tgage Collections/Training and Development departments consisting of 300

collectors and 20 supervisors. Designed and conducted t raining courses for line, level, supervisory

s taff and vendors.

E DUCAT ION/PROFESSIONAL DEVELOP MENT

B. A. Communications – U niversity of Maryland

American Collectors Association (ACA) A merican Society of Training and

Development (ASTD)

Mortgage Bankers Association of America (MBA) IATA Nursing Certification

Series 6 Securities License Series 6 Securities License

Contact this candidate