Sales Project Manager
Resume:
ROSE M. WALLACE
North Las Vegas, NV 89031
************@*******.***
OBJECTIVE
To support the Sales Team by providing excellence in TRAINING, so that the
Sales Team is able to meet or exceed sales targets and are successful on
the job.
QUALIFICATIONS SUMMARY
Customer Care and Sales Trainer: Facilitate sales training, management
training, and technical training (retention, sales, billing, and technical
support). Conducted soft skills and technical training.
Ability to work effectively with a cross-functional team. Proficiency with
Microsoft Office programs (Word, Excel, PowerPoint).
Project Management experience includes global data transmission projects,
portal and application development, technical writing and support of ERP
implementations.
Instructional experience includes ILT, OLT, and blended classes in post-
secondary education and in corporate settings; developed curricula,
including lesson plans, exercises, role plays, simulations, training books,
instructional guides, and evaluations.
PARTIAL LIST OF CLASSES AND PROGRAMS TAUGHT
Amazing Customer Experience
SellMore Retail, Sales, and Retention
Business Communications
HTML, scripting, and Web development
Microsoft Office (Beginning, Intermediate, Advanced)
English Composition I and II
Economics
Group Dynamics
Employment Law
Business Law
Accounting I and II
Financial Accounting
Tax Accounting
Diversity Training
Leadership Training
New Hire Customer Care
New Hire Retail and Inbound Sales
New Product Introduction
QuickBooks
MS Project
Program Evaluation Research
PROFESSIONAL EXPERIENCE
Cox Communications, Las Vegas, NV
Customer Care and Sales Trainer
Conducted new hire and employee classes for Customer Care; including
systems applications, work order entry and account maintenance, customer
service, sales techniques, work procedures, and regulatory requirements,
such as CPNI.
Developed and refined existing curriculum for instructor lead; identified
training gaps through focus groups, surveys, interview, observation, and
analysis of metrics.
Worked cross-functionally with Operations, Marketing, Care Center Team
Leads, and Supervisors s throughout the organization.
Mentored Associate Trainers.
Software Applications/Scripting used: SharePoint, ICOMS, MS Office
American Express, Phoenix, AZ
4/08 - 1/30/09
Service Delivery Manager (Contract Position)
Ensured services in a multi-site, global environment. Resolved post-
implementation delivery issues; documented resolution and outcome; tracked
progress of development, testing, and production work effort. Resolved
client inquiries and handle escalations.
As liaison between the business and development team, wrote business and
process specifications for product enhancements, obtained sizings, and
tracked progress.
Prioritized and tracked multiple initiatives simultaneously and within
deadlines.
Software Applications/Scripting used: Mercury Quality Center, MS Office,
Visio, Project, Tumbleweed
Wolters Kluwer, Phoenix, AZ
4/07 - 4/08
Technical Writer (Contract Position)
Created technical and management documents, including functional
specifications, data mappings, user guides, status reports, user interface
requirements, test cases, use cases, and management reports for Web
application development project.
Worked with Marketing to create product profiles that included value
proposition statements and features.
Software Applications/Scripting used: DOORS, Mercury Quality Center, MS
Office, Visio, Project, MicroStrategies
ITT Technical Institute, Tempe, AZ
2004 - 2007
Business Instructor (Full Time)
OpenText, Irvine, CA
2000 - 2003
Project Manager/Technical Training Manager
facilitating sales training, management training, and or technical training
Implemented content management portal proof of concepts and supervised
implementation of enterprise workflow, document management, and content
management solutions.
Provided pre-sales engineering support and product development support.
Conducted systems integration with various database servers, application
servers, and Web servers.
Worked on Global Marketing Team and R&D in product development. Documented
functional specifications, wrote proposals, and created technical
documents. Managed full cycle of project implementations; delivered on time
and within budget.
Software Applications/Scripting used: Oracle, Apache, IIS, J2EE/JDK, SQL,
HTML, CSS, MS Office, Visio, Project, Remedy, JSP and ASP custom
applications, Perl
EDUCATION
MBA, California State University, Long Beach, CA
MS, Illinois Institute of Technology, Chicago, IL
BA, Northeastern Illinois University, Chicago, IL
TRAINING
Project Management Certificate (In Progress, Keller Graduate School)
CompTIA CTT+ Certificate
SQL Beginning and Advanced
SDLC Document Repository Training
Content Owner Basics Workshop
Project Baselines in EPIC Training
Java Programming Classes (2)
Network Systems Engineering
SOFTWARE APPLICATIONS / SCRIPTING
SharePoint, ICOMS, Intuit, Oracle, Adobe, Apache, IIS, J2EE/JDK, DOORS,
Mercury Quality Center, ICOMS, Flash, Captivate, SQL, HTML, CSS, MS Office,
Visio, Project, Remedy, RoboHelp, MicroStrategy, Tumbleweed, SAS, SPSS
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