Training Customer Service

Overview

. Engaging, charismatic and skilled classroom trainer for software and soft

skill content

. Delivers existing content or can provide recommendations for customized

material for training

. Experienced in creating and using blended learning techniques in the

classroom

. Integral to project team launching vClassroom tool, Elluminate, at

JetBlue primary responsibilities include coaching individuals and groups

for best practices in vClassroom

. Exceptional customer service based problem solving and communication

skills

. Other skills include:

o Microsoft Certified Instructor

o Rapid Development software such as Articulate and Captivate

Work Experience

Kaiser Permanente

Pharmacy Training and Development

Reason for Leaving: Currently Employed April 2012-Currently Employed

. Developed and presented multilevel classroom courses on Kaiser

Permanente's proprietary software 'ePIMS' to over 6,000 employees and end

users with varying levels of knowledge, skills, and abilities

. Provided 3 weeks of aggressive on site support for all pharmacies during

migration of software

. Assist in the development of training materials technical/troubleshooting

manuals, user guides, and quick reference guides

. Acted as a mentor to new members of the training team by providing train

the trainer support and Kaiser Permanente New Hire Orientation

. Supported updating of all training documentation (Facilitator Guide,

Participant Manual, Work Flow, Process Steps, Knowledge base, FAQ's;

etc.)

. Conducted over 50 training webinars and E-Learning modules in support of

ongoing training efforts

. Prepared student reference materials for field pharmacies to continually

improve post go live training support initiatives

. Acted as liaison between managers, system vendors and other instructors

to determine training needs

. Quickly fit into a long-established team at Kaiser Permanente, rapidly

becoming a contributing member and increasing team productivity

. Monitor progress of all pharmacy staff at all levels in the organization

including but not limited to -Pharmacists, Pharmacy Technicians and

Pharmacy Assistants, providing coaching for improvement as needed

Sony Pictures via Mission Critical Technologies

IT Development and Learning Trainer

Reason for Leaving: Temporary Consultant March 2011/February 2012

. Taught core curriculum courses to Client end-users including, but not

limited, to Adobe Photoshop, Business Objects Report Writer, FileMaker

Pro, Microsoft Office Suite (Excel, Outlook, PowerPoint, Word, Access),

and additional Microsoft Software (MS Project 2003, MS Visio 2003).

. Assist in maintaining required technical training documentation (e.g.,

user reference guide, quick reference guide, software manuals, etc.)?

. Updated training materials as necessary for software / program upgrades?

. Gathered training results and integrated student/management feedback?

. Conducted web based demos and training sessions for both national and

international Sony employees

. Provided support and software troubleshooting to end-users?

. Interfaced with management on training program improvements

. Worked closely with subject matter experts to develop highly interactive,

rigorous in-person courses. Developed class objectives and ensured

content matched those objectives, adjusting training material as needed

to meet the differing needs of internal sales and technical teams, both

nationally and internationally

Children's Hospital of Los Angeles

Los Angeles CA/

Training Consultant

Reason for Leaving: Temporary Consultant May 2011 - July 2011

. Conducted and arranged technical training classes for staff members for

the opening of CHLA's new hospital building

. Evaluate instructor performance and the effectiveness of training

programs, providing recommendations for improvement

. Develop and organize training manuals, multimedia visual aids, and other

educational materials

. ?Confer with management to identify training needs based on projected

production processes, changes, and other factors

JetBlue Airways, Inc., Forest Hills, NY

Instructor- Learning Technologies

Reason for Leaving: Relocation to CA.

8/2005 - 8/2010

. Delivered instructor led training to users with varying degrees of

technical skills on Introduction to Computers and the Basics of Microsoft

Excel, PowerPoint, Outlook, Word, SharePoint, and Access

. Facilitator for Franklin Covey professional development courseware

. Provided distance learning via web conference (WebEx, GoToMeeting,

Breeze) system to instruct internal employees on multiple software

programs (i.e. SAP, SharePoint, Outlook Web Access)

. Assisted with the launch of company wide used virtual office tool

"Elluminate"

. Created customized training for multiple departments in the

organization

. Contributed to the curriculum design and development of training

materials for Microsoft Office courses & E learning modules

. Developed Rapid Development eLearning courses for front-line and

corporate leaders from all departments and at all levels in the

organization

. Designed, developed, implemented, facilitated, managed small workshops

for software training such as Captivate, Articulate Presenter

. Coordinated and manages all details associated with training sessions

The Mortgage Store- Los Angeles, CA 1/2005-5/2005

Technology Trainer

Reason for Leaving: Relocation to NY

. Provided distance learning via conference calling system to instruct

external as well as internal employees on multiple software systems/

programs in the Help Desk

. Troubleshooting systems/ programs malfunctions and uploading paperless

loans

. Maintained required records, including logging calls into the Help Desk

database

. Effectively communicated level-one help desk resolutions to users

regarding Login and password issues, and uploading paperless loans

. Supported, solved troubleshooting issues and trained users on exporting

data and running reports from the following software: Calyx Point,

Genesis, Contour and Encompass.

Countrywide Home Loans, Simi Valley, CA 5/2003 - 1/2005

Account Manager (08/2004-1/2005)

Workout Negotiator (01/2004-8/2004)

Loan Counselor (05/2003-12/2003)

Reason for Leaving: Career Change

. Trained new employees on the following:

. Analyzed loan modifications, formal repayment plans, partial payments

and suspension of payments, while maintaining compliance with investor

guidelines.

. Reviewed 60+ delinquent mortgages a day to determine their

qualification for loan workout programs

. Advised homeowners of workout options and other alternatives to help

prevent foreclosure eviction.

. Managed a portfolio of approximately 120 conventional, prime loans.

. Researched payment disputes, communicated with borrows and internal

departments at Countrywide and other companies to locate missing funds

and miss-applied funds.

Professional Development and Education

California State University Long Beach: 08/1997 - 06/1999 60+ credits of

study completed in: Communications

NYU School of Continuing and Professional Studies "Corporate Faculty

Development - Instructional Design and Adult Learning Theory"

Microsoft Office Certified Instructor: PowerPoint, Excel, Word, and

Outlook 2010 & 2003

2006 Langevin Learning Services "Instructional Techniques for New

Instructors"

Corporate Training completed 2005-2006: Focus Time Management, Effective

Meetings, Write ON! Communicating the write way, The Art of Facilitation,

Print Boot Camp

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