Customer Service Training
Resume:
Gregory W. Gibson
Fishers, IN 46038
************@*****.***
Summary of Qualifications
A self-motivated professional with strong training, educational,
interpersonal, and communication skills and a strong advocate for continued
learning, exemplified by obtaining BS and MS degrees within 4.5 years as a
non-traditional student. Possess ability to acquire conceptual and/or
technical information, in a timely manner, including the conveying of
information to diverse participants. The application of multiple methods of
training have long been a strength. Desire to make a difference to others,
at the individual and organizational level.
Experience
Training Specialist
01/06 - 02/11
Nuance Communications, Inc (Nuance Healthcare Solutions division); Fishers,
IN
Training and supporting of the configuring, implementing, and management of
Voice Recognition Systems, PowerScribe and RadWhere. Road Warrior via
international travel.
. Configure and testing of voice recognition systems interfaced with
RIS/HIS and PACS systems.
. Utilize diverse teaching methods and environments, based on clients' need
(e.g. Physician training, Admin training, Remote Training via WebEx,
Train the Trainer, daily/monthly tasking, and/or support training).
. Sale features/benefits to staff resistant to change and overall
application of Voice Recognition System. Pursue signing of Go-Live
Letter by clients, acknowledging the implementation.
. Healthcare staff trained: PACS, RIS, and IT staff, Radiologists,
Cardiologists, Residents, Fellows, and Editors, and various other medical
staff pertaining to voice recognition utilization.
. Troubleshoot system's application malfunctions, performing on-site
technical service, when applicable, avoiding Service Calls. This includes
servers, properties, parameter settings, microphone, Boolean logic, and
others.
. Self-reliant via responsible for own travel arrangements, updating
training schedules, planning of client training methods, pre-train
confirmations, field training recordkeeping, travel expenses, hours
accounting, and various administrative duties.
. 100% national/international travel with 100% autonomy, working out of
personal home office.
Training Coordinator
07/04 - 01/06
AT Systems Technologies, Inc; Indianapolis, IN
Managed quality/testing/training curriculum for cash logistics organization
at manufacturing facility.
. Testing of product software via strict evaluative measures, reporting
results to Engineering, Operations, Service and Sales Staff.
(Training Coordinator cont.)
. Educated clients and quality control department to fulfill operational
and reporting needs.
. Support clients with software and system configuration needs by
identifying, recommending, and implementing configurations, pre-sale and
post-sale.
. Orientated and trained new Account Executives, Project Managers, Branch
Managers, and Department Trainers, ensuring consistent corporate-wide
training and advancing of material retention. Methods include classroom
lecture, role play, JIT, and case studies.
. Responsible for departmental budgets and excessive communication with
engineering, quality control, and executive administration.
Adjunct Faculty Member (P/T)
2003
Norwood University, Vincennes (Ivy Tech) University, and Society of Human
Resourses Management
. Developed and utilized syllabus and course materials for General and
Industrial / Organizational Psychology courses.
Classes ranged in size from 12-25 students and consisted of ages ranging
18-45 yrs of various professional levels.
. Fulfilled all administrative duties in compliance per University policies
and procedures.
Trainer
07/00-05/03
Eastman Kodak Company; Atlanta, GA (Worked out of Home, Fishers, IN)
Developed and Delivered on-site training, in groups of 5 - 22, on digital
processing software knowledge, sales, customer service, and technical
(hardware) processes, requiring 50-60% nationwide travel, working
independently.
. Consulted management teams in identifying client training needs, methods,
resources required, and performance evaluation of trainees on digital
processing software and technical training to enhance quality production,
consistent customer service, and improve client's employee retention.
. Conducted sales calls for Account Executives on Open Days in various
territories when needed.
. Facilitated technical training on handling of processing chemicals,
breakdown of equipment components, preventative maintenance, and overall
operations.
. Completed detailed weekly, monthly, and annual reporting (e.g. travel
expenses, based on budget compliance, client training updates, tracking
of trainee development, dispersing certificates).
. Worked out of home office, responsible for company car maintenance, and
daily reporting.
EDUCATION: Full-time Non-Traditional Student
01/96-05/00
Ball State University (01/96-07/98) and University of Tennessee at
Chattanooga(08/98-05/00)
Obtained Bachelor of Science in Psychological Sciences, with Minors in
Interpersonal Relations and Applied Communications; Master of Science in
Industrial/Organizational Psychology
. BSU GPA 3.7/4.0 and UTC GPA 3.6/4.0
. Graduated BSU Cum Laude with Departmental Honors
. Received Non-Traditional Student Association's Koch Award for Outstanding
Achievement
Transcripts and References Available upon Request
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