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Customer Service Training

Location:
Vero Beach, FL
Salary:
$12.00 hr
Posted:
September 29, 2015

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Resume:

Ellen Vartain Vavak

Vero Beach, FL *****

772-***-****

772-***-****

acrv8n@r.postjobfree.com

http://www.linkedin.com/in/emvavak

Professional Summary: Highly experienced customer support specialist and trainer skilled in process and communications. Certified in customer service. Former employee of FileMaker (division of Apple). Leader with superior computer documentation, technical, database development,quality assurance and reporting skills. Excellent background in the healthcare industry. Expertice in Windows and Macintosh.

Specialties Full life-cycle experience in designing, developing, implementing, testing and supporting enterprise-scale training. Database Expert. Bilingual in English and Spanish.

• Call center Specialist

• Customer Service Specialist-Certified

• Specialist in Scheduling

• Training and train the trainer(ADDIE)

• Instructional Systems Design (ISD) and Systems Approach to Training (SAT)

• Medical Field Trainer

• Technical Writing

• Database specialist

Highlights

Developed content management, on-line help systems, informational mapping, RFPs (Request for Proposal, SLAs (service level agreements), training guides, product notes, webinars, workflow and wiki style guides. Excellent knowledge of SDK (Software Development Kits) and Instructional Systems Design & Development (ISD)

Technical Skills:

Microsoft Suite: Word, Access, Excel, PowerPoint, Outlook (2007 and 2010), Publisher, Live Meeting, SharePoint, Visio, MSSQL Server, Filemaker

CRM – Clarity, PeopleSoft

Apple- Mac OSX, iPhone, iPad

Adobe Suite: Acrobat, Captivate 6.6, Dreamweaver, Flash, Illustrator, Photoshop, RoboHelp,

Others: Articulate, Agile (Scrum Process), ADDIE (Adult Learning Theory), CMMI (Capability Maturity Model Integration), Lotus Notes, SCORM, (SDLC (Systems Development Life Cycle), ComponentOne Doc-To-Help, PDA's,MP3 players

Web Conferencing –WebEx, Live Meeting, Skype

PROFESSIONAL EXPERIENCE

Brevard School District- Viera, FL

Substitute teacher and translator– all grades 10/13-04/2014

St Lucie School District-Fort Pierce, FL 01/13-03/2013

Substitute teacher and translator– all grades ESL (English as a Second Language)-Teacher

SLA-Customer Service-Vero Beach, FL 11/2012-12/2012

Time taken with family issues. Move from Maryland to Florida.

Tenable Network Security – Columbia, Maryland 04/2011 –5/2011

Instructional Designer of courseware using Captivate 5.5. Developed online training courses. Created text, added audio for on-line training courses for the public’s use of Tenable software.

US Census Bureau

Content Developer- Suitland, MD 10/2010 to 3/2011

Technical Writer - Developed content documentation needed by the US Census Bureau. Specialty area is PeopleSoft database functionality.

Deloitte LLC

Technical Writer, Quality Assurance Tester – Santa Ana, CA 02/2010-04/2010

Developed online, UI training documentation for the Public, Justice Partners, and Case Participants for the Court System of California. Conducted user interface and quality assurance review sessions with client (Appellate Court Case Management).

Training4Whizdom

Instructional Designer, Technical Writer, Technical Trainer- San Jose, CA 01/2008-Current

Curriculum development and deliverance of training for classroom presentation and elearning. Create content and course documentation, instructional materials; develop knowledge information systems for various organizations. Analyze

training needs for sales and enhance as needed. Develop databases. Developed call center procedures. Clients include those in the legal, telecom, technical, pharmaceutical and medical environments among others. Occasionally develop documentation and training in Spanish.

(Move from CA to Bowie, Md.)

Pandora Data Systems (now Omnicell), Scotts Valley, CA 12/2008-07/2009 Instructional Designer, Technical Trainer and Writer, Systems Tester

Developed and delivered instructional materials for medical and pharmaceutical staff. The purpose of the software was to analyze and evaluate data and make appropriate and well-reasoned decisions to support federal, state and JCAHO regulations. Conducted four webinars and two classes daily (400% increase in classes delivered). Acted as Subject Matter Expert for database reports. Developed elearning documentation. Defined and implemented infrastructure for efficient training and support processes following the “ADDIE” theory. Delivered training to employees for such hospital systems as Kaiser Permanente, Sutter Health, and the Veterans Administration.

Port St Lucie School District, FL 09/2004-06/2007

Teacher of English as a Second Language (ESOL) - (while attending to family issues)

Tech-Star for Wells Fargo, San Francisco, CA 11/2003-07/2004

Technical Trainer: Served as curriculum developer and trainer for implementation of PeopleSoft CRM (call center software) encompassing the areas of front office customer service and back office workflow. Translated client needs and expectations into a fully integrated eLearning training plan. Developed and maintained documentation of business/technical requirements, test plans and training documentation.

FileMaker Inc., Santa Clara, CA (subsidiary of Apple Computer) 12/86 –05/2003

Senior Technical Support Engineer, Technical Trainer and Writer: Delivered level III technical support in a call center for Claris and FileMaker applications on both the PC and Mac platforms. Specifically supported FileMaker functionality and database disaster recovery. Established and maintained relationships with customers to ensure superior customer service and future sales. Served as a Product Manager and directed the training deployment for the team. Acted as liaison between engineering, marketing, development, quality assurance and training in terms of SDLC. Produced online documentation in support of Company’s knowledgebase. Authored articles for ClarisWorks User Group Newsletter and responsible for the technical edit of a published of a software user manual. Maintained quality assurance reports, training materials, call queues. Tested software updates. Expertise in scheduling, relational database architecture, Mac OSX, iPhone and iPad.

St. John the Baptist High School – West Islip, NY

Spanish and ESOL teacher – all levels

EDUCATION: Bachelor of Arts, Education/ Spanish Studies – Molloy College of New York- Certified language teacher (Spanish) – 7-12; University of Madrid, Spain- Study Abroad, St. John’s University- post bachelor studies. Completed studies in Instructional Design and Technical Writing at Indian River State College in Florida.

Completed studies in HiTech Workforce Program at Indian River State College in Florida.

CERTIFICATION in Customer Service

Publication: “Using ClarisWorks” (User Manual) -Technical Editor

Recently joined www.serve.gov.

Member of my church‘s “Good Samaritan” team, swims on a swim team, works with various needs of the church.

Volunteer and Eucharistic Minister in my church.



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