Customer Service Training

Imani Dove

**** ******** **** 404-***-****

Decatur, GA30034 404-***-****

*********@*****.*** **********@****.*****.***

Philosophy and Attributes

Highly motivated and dedicated teaching/training professional, particularly in the area of adult

education with a passion toward professional/career development, mobilization and growth. I

possess an energetic, enthusiastic and creative style which serves to encourage, inspire and

challenge one to think outside of the box and galvanize them into action.

Highlights of Qualifications

• Credential EPIC Trainer

• Two master’s degrees with concentrations in educational and pedagogical leadership and

methodology and theology.

• Sixteen plus years of demonstrated experience in training and development(sales,

customer service/support, technical support, operations), e-learning, analysis, quality

assurance

• Twelve plus years of proven excellent supervisory and managerial skills

• Outstanding public speaking/public relations, interpersonal skills, negotiation skills

• Excellent writing skills; proficient use of Microsoft Office Suite; PeopleSoft, EPIC

software 2009

• Excellent organizational and time management skills

• Proven leadership ability; work well autonomously and with a team

Education

Master of Theology, CandlerSchool of Theology at EmoryUniversity, May

2007 (3.9 GPA)

Integrated Research Paper: Ethics and Education: The Moral Dilemma Of A Classroom

In Transition.

Master of Divinity and Certification in: Religious Education, CandlerSchool of

Theology at EmoryUniversity, May 2006 (3.7 GPA)

Thesis: The Deliberate Use Of Experience As A Pedagogical Method: Creating The Text

From Life Experiences.

Bachelor of Science, Communication, FloridaStateUniversity

Experience

Grady Health System, Atlanta, GA 07/2009-

present

EPIC EMR Trainer (Credentialed)

• EPIC subject matter expert in the following areas: CPOE (computerized physician order

entry), Ambulatory (physician/nurse), ClinDoc, and I have trained Stork and Cadence.

Imani Dove page 2

• Instrumental from inception through implementation of two Grady Health System Epic

implementations(hospital and eight clinics) inclusive of pre-go live training and

curriculum review and development of training material for over 6000 employees’

(largest EPIC implementation in the Southeastern US).

• Delivered EPIC software application end-user training to physicians (attending/resident),

nurses, clinicians and other hospital personnel in classrooms and work site settings; lead

trainer for CPOE modules. Administered assessment(s) for training evaluation.

• Assisted in testing complex testing scenarios; acted as lead liaison between multiple end-

user departments, IT and build team to ensure implementation of relevant EPIC projects

fully met end-user requirements.

• Provide go-live support, coaching, and remedial training to physicians’ and/or groups as

needed inclusive of Tier II VNC help desk support.

• Built and managed data merge system and course load for LMS.

• Conduct Train the Trainer sessions on an as needed basis.

With Instructions (Training/Consulting Firm) 07/2003 – 10/2010

Founder/CEO

• Develop, initiate, and facilitate quality employee training and leadership programs to

increase effectiveness of employees; engage and mobilize leadership team and lower

level reports.

• Develop cost effective learning options to meet specific business needs of the

organization which results in a high performance workforce.

• Work closely with client to formulate standardize training and development policies,

procedures and improvement plans based on identified organizational needs, change in

culture, products, services, etc.

• Create and design curriculum, print material used for training; tracks and provides

feedback of training plan and participants, evaluate business impact of training.

• Ensure quality of training through effective needs assessment, design, evaluation,

resource materials and reinforcement strategies.

• Subject Matter Expert on different learning styles particularly in the area of adult learning

principles.

• Provide leadership too and management of four employees (instructors).

• Notable Client List: Sprint/Nextel, Emory University, Westwood College, DeKalb

County School System, J. Stinson & Associates and others.

ComCast Communication (formerly AT&T Broadband) 02/1998-07/2003

Lead Instructor

• Trained and managed five instructors in the area of sales/service.

• Trained and managed new hire employees in all phases of sales, technical support and

customer service (six week new hire training).

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• Planned/coordinated schedule for all new hire classes.

• Provided recurrent quality assurance training for management staff.

• Performed needs analysis via observations and evaluations to determine new and

recurrent training for hourly and salaried employees.

• Assisted with the design and development of curriculum used for new hire training.

• Design and implement e-learning strategies and programs.

• Employee of the Year for three consecutive years.

• STAR award recipient.

Other Relevant Experience

EmoryUniversity Summer 2005

Teaching Assistant to Associate Professor of New Testament

• Provide classroom instruction in the absence of instructor.

• Administered and graded quizzes daily.

• Provided assistance/advisement to students individually and collectively when needed.

• Responsible for the maintenance of the e-Learning portal system (Blackboard) for the

New Testament class.

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