Training Customer Service

SELENA L. BOYER

****. Sheaffer Road

Elizabethtown, PA. 17022

Home Number: 717-***-****

Cell Number: 717-***-****

Email Address: abip77@r.postjobfree.com

SUMMARY

Certified Professional in Learning and Performance. Highly versatile

Training Manager / Technical Supervisor / Customer Support Analyst with

twenty (20) years experience as a strong leader. Recognized as a

supervisor with demonstrated leadership skills including the development of

effective teams. Customer acknowledgement statements include: "You create

an environment of infectious enthusiasm"; "Thank you for your

responsiveness and commitment and for being part of the solution"; "We

couldn't have done it without you".

Multiple skill sets include:

( Soft Skills (Technical Training ( Instructional Design (

Curricula Design

( Personnel Development ( Database Proficiency ( Validation

Experience

( Laboratory Testing ( Test Development / Implementation (

Scheduling

( Customer Service Training (Sales Training ( Team / Leadership

Training

.

EXPERIENCE

LANCASTER GENERAL HOSPITAL, LANCASTER, PA 2007 - PRESENT

IS Application Trainer / EMR Trainer

Certified Ambulatory EMR Principal Trainer. Provide comprehensive IT-

related customer support and training to end users in multiple modules of

the EPIC system. Completes delivery of training, end user support, design

of curriculum and training evaluations. Lead trainer for Epic Ambulatory

implementation.

DENTSPLY INTERNATIONAL, YORK, PA 2003-2007

Corporate Compliance & Regulatory Affairs Training Manager

Developed Corporate Compliance training matrix. Identified Regulatory

Compliance training needs on a corporate and divisional level. Worked with

outside and internal trainers to develop original training programs and

identifying existing programs. Designed and implemented corporate training

programs, at worldwide locations. Developed and implemented blended

learning in the Corporation. Managed multiple projects for the

corporation.

WYETH LABORATORIES, MARIETTA, PA 1986-2003

Training Supervisor 1999-2003

Supervisor of the Training Department, which serviced 1700 employees.

Managed a staff of 9 Training Coordinators. Supplied individual customer

service to an additional 10 departments; designed and maintained curricula

for each department. Implemented innovative training strategies; which

demonstrated a commitment to quality. Interacted with Senior Management

and their staff.

. Developed and Implemented Quality Overview of diverse complex systems;

presented to the Managing Director's Staff.

. Team Leader for the Best Practice Training Team; selected members based

on skill and knowledge.

Selena L. Boyer Page Two

. Key member of the Contamination Control Team which created a positive

effect on environmental quality, investigation rate and facility

structure. Increased success rate for qown-qualifications, 80%

improvement in the sites' contamination levels.

. Established the standards for the Investigation Team and served as an

Advisor. AWARD: Wyeth Best Practice Team Award.

. Instituted the addition of visual and interactive activities to classroom

training, insuring a more productive cycle time. Reputation for creative

lesson plans, passionate instructions and excellent classroom management

skills.

. Upgraded and maintained the training database (ISOtrain). Designed and

implemented plant-wide Trainer Qualification Program.

. Technical Writing and Review of 2000 Standard Operating Procedures.

Maintained Training compliance to FDA and Corporate Guidelines. Designed

and implemented appropriate training responses to Consent Decree

commitments.

. Well versed in soft skill training through design and implementation of

programs such as Leadership and Responsible Communication.

. Completed all staffing needs through interviews, performance appraisals,

and professional development programs. Introduced employee recognition

incentives for the Training Department.

Virus Testing and Isolate Development Supervisor 1989-1999

Supervisor of the testing area for virus production. Managed a staff of 20

Biological Manufacturing Technicians. Designed and validated a new GMP

building for Influenza production. Participated in the successful FDA

qualification and audit of the Influenza Process.

Manufacturing Technician 1986-1989

EDUCATION / PROFESSIONAL DEVELOPMENT

Currently Enrolled in Graduate School

Expected Degree: Masters in Learning Technology

Expected Graduation Date: 2012

Certified Professional Learning and Performance, ASTD 2006

Degree of Bachelor of Arts, Mansfield University

Major: Biology

Minor: Mathematics and Speech

Qualified Zenger/Miller and Development Dimensions International (DDI)

Trainer

Certified in Bottom-Line Management Training

AWARDS / PROFESSIONAL MEMBER

American Registry of Outstanding Professionals

Best Practice Team Awards

American Society for Training & Development (ASTD)

Regulatory Affairs Professional Society (RAPS)

International Association for Pharmaceutical Science and Technology (PDA)

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