Customer Service Training

Lisa E Perry

** ********** ***** #***

Goffstown, NH 03045

603-***-**** (Residential) 603-***-**** (Cellular)

SUMMARY:

Highly talented, senior level administrative support professional with many years experience in

diverse business environments; Extensive computer skills; Adept at managing deadlines and

working in a fast paced environment; Skilled in process improvement; Customer service and

database management

ACCOMPLISHMENTS:

• Converted Database III 30,000 Client Base to MS Access

• Designed and created MS Access queries, data reports, and forms for the Contractor

Database

• Developed Software Procedures for training co-workers

• Designed and created all technical service bulletins and training certificates utilizing tools such

as PageMaker and Visio

• Created a process for Training Evaluations to collect course metrics for BAE Systems utilizing

Metrics that Matter (MTM) and servicing over 8,500 clients

• Streamlined the Training Administrative position, i.e., evaluations manually being entered into

an Excel spreadsheet to a online system (MTM), tuition assistance forms and process, and

being on the administrative team for the development of the on-line learning management

system resulting in increased efficiency and productivity

• Created a new design for capital equipment instruction manuals and training guides utilizing

MS Word’s advanced features allowing the user to view the manual electronically and

increased ability to quickly navigate through the manual

• Managed and trained administrative assistants in a small office environment

• Promoted twice at BAE Systems in eight years from an HR Asst 1 to an HR Asst 3

• Outstanding Achievement and Appreciation Awards for supporting the Safety, Health, and

Environmental Group and Supporting the Business Conduct Auditing Process

PROFESSIONAL EXPERIENCE:

BAE SYSTEMS, NASHUA, NH 2002-PRESENT

BAE

HR Administrator III - Learning & Organizational Solutions Group

Super Administrator for L&D Net Online Learning Tool:

- Perform all administrative functions of the learning management system (LMS), i.e., build

and maintain all courses/classes, coordination of rosters, and update employee records

- Provide LMS Reports on training data

- Assign required training to employees for the Legal, Security and Safety Groups

- Collaborated with the Media Site Team on the LMS guides for users and managers

- Customer Service – training and resolving all issues within LMS

- Team Member of the LMS Principal Administrator Working Group- meet on a weekly

basis to discuss problems, solutions, enhancements, reporting, etc

-

PeopleSoft Training Administrator:

- Write and run PeopleSoft training queries for all levels of management

- Compare and analyze data (LMS and PeopleSoft)

- Develop reports utilizing Excel Pivot tables and Access

- PeopleSoft Tuition Assistance Reimbursement Program – Review documentation

provided by employees, reimburse employees for personal money spent on tuition if they

have met all the criteria for repayment

Metrics that Matter Survey Tool Administrator:

- Class evaluations, reporting, instructor-class comparisons, and roll-up reports

Access Contractor Database Administrator:

- Designed and maintain Access database for all contractors at BAE Systems

- Input of all contractor data

- Design and run reports for all levels of management

Other Duties:

- Various Visio projects, PowerPoint presentations, and Word forms

- SharePoint L&OS Site-responsible for creating and uploading reports to the site

- Maintain Outlook conference room schedules for our training rooms, set up VTCs, etc.

- Order and prepare materials for in-house classes

Severn Trent Services, Goffstown NH 1992-2002

Documentation and Database Specialist

- Responsible for the desktop publishing of equipment manuals and training guides

- Preparation of manuals, manufacturers’ materials, technical drawings, and shipment

- Maintain the documentation and the client MS Access database

- Research and maintain manufactures PDF files via the Intranets

Senior Administrative Assistant

- Extensive word processing of bids, specifications and quotations

- Maintain sales reports for upper management

Dunkin’ Donuts Inc., Randolph, MA 1985-1990

Executive Secretary, Senior Vice President, International Group

Provide executive level support to Senior Vice President with demonstrated ability to meet

demanding deadlines and interface with executives

- Daily handling of upper level management confidential information

- Extensive word processing

- Various communications with foreign embassy/consulate to obtain Visas for personnel

- Acquire and distribute promotional materials

- Travel arrangements/itineraries and Executive Visitation scheduling

- Meeting Preparation/Presentations

EDUCATION & SKILLS:

- Holbrook High School, Holbrook, MA-Graduate June 1979, Business

- New Horizons, Nashua, NH-MS Office 2007-Word, Excel, PowerPoint, Access, Excel

VBA, Visio, PageMaker, and Photoshop

- PeopleSoft Enterprise (Oracle)

- Learning Management System (SumTotal Systems)

References: Furnished upon request

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