Customer Service Training
Resume:
RONNIE R COX
**********@*****.***
Career Profile
> Over 10 years of highly successful, professional experience in
training, coordinating, customer service, consulting and development.
> Extensive knowledge of adult education principles and methods for
curriculum design and training.(A.D.D.I.E)
> Proven success working resolutions for opportunities that may arise
> Perform technical and non-technical implementations and training
> Coordinate and manage human resources. (Track project progress,
coordinate necessary resources.
> Provide timely and accurate communication with the project team.
Display a fair, cooperative and effective communication style toward
all levels of management, staff and clients.
Consulting
Grady Health System 07/10 - 11/10
Trainer - Epic EMR System (ClinDoc)
. Training ClinDoc Application
. Assist in integrated testing
. Credentialed EPIC Trainer/ ClinDoc
. Provide technical training and support for Clinical users as part of the
system-wide EPIC Software implementation for Grady Health Systems,
Georgia.
. Integrated testing/Unit Testing across several
modules(Ambulatory,ClinDoc,CPOE)
. Provide on-site support during "go-live" as part of the EPIC
Implementation team.
. Responsible for assisting in the development and implementation of a
training program for ClinDoc/CPOE)
Independent Consultant 01/07 - Present
Training and Development
. Senior Trainer with proven techniques in adult education
. Assist in developing and analyzing project scope, objectives,
deliverables, risks
. Create, edit and finalize the training materials based on testing results
. Conduct information sessions with subject matter experts(SME)
. Conduct Training, coaching, facilitation and development of
resources(Best Practices and Quality Assurance)
. Training, Testing of software and material base on business need
. Successful change agent
. eLearning development
. Customer service, sales and soft skill training
. Training of various software and systems
Techno Train 07/07 - 09/07
Technical Trainer - Contract Work
. Delivered Training and Onsite coaching (Blended Learning)
. Developed and created documentation, assessments and evaluations
. Liaison between management and client
. Coordinated project timelines with client
Training Associates 6/06 - Present
Training and Development Specialist - Contract Work(As Needed)
. Deliver training and implementation of technical and non-technical
projects
. Conduct Online, formal classroom training, facilitation and coaching of
various products
. Create, edit and evaluate training material
. Assisted in defining the scope of the project and deliverables needed
. Train Soft Skills, Call Centers, Customer Service, Sales Techniques and
various accounting software's
Computer Generated Solutions, New York, NY 10/04 -
11/04
Training Specialist - Contract Work
. Delivered and designed training for the acquisition between Cingular and
AT&T Wireless.
. Conducted blended learning classes daily for AT&T Wireless employees and
agents
. Created and facilitated change management techniques as needed
. Staying within the scope of the project, monitoring the progress and
timelines.
Sarcom, Pittsburgh, PA 9/98 - 05/99
Training and Implementation, SunTrust Bank - Contract Work
. Facilitated training on Microsoft Suite, accounting and custom banking
software
. Design, develop and create documentation and job aids as needed
. Coordinated training schedules, maintained Learning Management System
. Monthly travel to client sites for implementation, training, coaching-
80% Travel
. Monitor Client progress and timelines
Career Development
NCO Financial Systems 06/05 - 05/06
Training and Development
Delivered and developed formal classroom, blended and Webinar training
. Training of various products(Telecom, Hospitals, Utilities)
. Design and development of training curriculum, in compliance with client,
business needs
. Developed best practices
. Created interactive training and assessments online for employees
. Ensured clear lines of communication exist between Management, Employees
and Client
. Assisted, coordinated and analyzed project scope, objectives,
deliverables, risks
LAN International/Clear Channel Communication, Aliso Viejo, CA 09/99
- 08/04
Training/ Account Receivable Conversion Specialist
. Training and implementation of proprietary traffic and billing system
including online training
. 50% travel - traveled monthly to client site for onsite conversions,
training and support
. Conducted and designed Webinar training sessions for staff and clients
. Provide timely and accurate communication with management, maintained
project plan, i.e., scheduling, tracked and recorded project progress
Columbus Regional Healthcare Services - Columbus, GA 03/95 -
08/96
Junior Accountant/Physician Services
. Assist Accounting Manager in Physician Services
. Managed Cash Management, Billing and Account Analysis
. Created departmental spreadsheets, reports and bank reconciliation
CDI INC - IBM Corporation - Bethesda, MD 03/92 -
05/94
Lead Accounts Receivable Customer Support Administrator - Contract
. Supervised monthly billing and forecasting cash flow
. Facilitated custom training projects in the areas of customer service,
tracking of information
. Follow GSA guidelines
Education and Professional Development
B.S., Business Administration A.A., Accounting
M.A., Human Resource Management Essex County College
Troy State University, Troy, AL Newark, New Jersey
Instructional Design Certificate
University of Georgia Athens, GA
Proficiencies:
Microsoft Suite - Word, Excel, PowerPoint, PeopleSoft, Access, Webinar,
Adobe Products, E- Learning/Captivate, Camtasia, Database Management,
Proprietary Accounting Software - General Ledger, Receivables, Crystal
Reports, Word processing, Spreadsheets, Presentation Software, Great Plains
Experience- In the following industries: retail, sales, customer service,
healthcare, telecommunications, soft skills and call centers
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