Training Customer Service

Peggy Goodell

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

440-***-**** (c)

***** ****** **.

Wellington, OH 44090

SUMMARY OF QUALIFICATIONS

Learning and development professional with facilitation experience in one-

on-one, small groups, large groups, teleconference, and webconference.

Known for taking complex technical business requirements and developing

creative training solutions for multiple audiences. Works well with all

levels of an organization from entry level to executive. Areas of

expertise:

Facilitation eLearning

Instructional design Communication

User guide and job aid development Employee development

PROFESSIONAL EXPERIENCE

Intralot (through NESCO Resource), Middleburg Heights, OH

May 2009 - November 2009

Trainer

. Trained Ohio lottery retailers on new lottery system (hardware, online

games, instant games, reporting, etc.)

. Trained Ohio lottery retailers on new WinStation (instant ticket

vending machine) and MP (online games machine)

PrideRock Holdings (a First Advantage Company), Norcross, GA September

2008 - March 2009

Director - Training, Documentation, and UAT

. Worked with implementation and technology departments to design

training and documentation for clients and service center operators on

software, policies, procedures, and FBI regulations

. Developed compliance program for service center operators based upon

FBI regulations and requirements for the industry

. Facilitated training in person and via web

ChoicePoint June 1999 -

August 2008

Manager - Training, Documentation, Communication/ Sr. Business Analyst

July 2005 - August 2008

. Standardized training, documentation, and communication practices for

1300 business unit associates

. Mentored five (5) field trainers in new hire training, documentation,

and associate development

. Worked with developers and business analysts to design training and

document needed to support back end processing applications

. Developed and facilitated week long new hire product training program

for new sales associates (successfully graduated 125 associates);

developed monthly product training program to run in conjunction with

this program (raised participant learning hours by 15%)

. Designed, planned, and implemented operations training programs,

policies, procedures, and metrics for field offices

. Designed and maintained user guides, job aids, training documentation

up to date

. Facilitated training in a variety of settings (classroom, small

groups, teleconference, web conference)

. Developed competency inventory for customer service associates to

identify training needs

. Developed and maintained business unit intranet in MS SharePoint

(business unit administrator)

. Trained associates on system enhancements (back end processing,

account setup system, etc.)

. Documented monthly enhancements to systems and determine proper

dissemination of information

. Business unit administrator for LMS (SumTotal Systems)

Trainer

June 2002 - July 2005

. Trained new hires in a variety of settings (classroom, small groups,

teleconference, web conference)

. Evaluated current training offerings and suggest improvements to

maximize learning

. Maintained user guides up to date

Processor to Supervisor

June 1999 - June 2002

. Verified employment, education, licensure, and references

. Supervised 12-15 processors

. Trained new hire associates

EDUCATION AND TRAINING

M.Ed. Corporate Training and Knowledge Management

Jones International University

B.A. Business Administration

Bluffton University

Additional

. Instructional Design Certificate - Langevin Learning Services

. Training Needs Analysis - Langevin Learning Services

. Managing Organizational Knowledge - ASTD

. Essentials of Authoring Tools - ASTD

SOFTWARE APPLICATIONS

. Microsoft Word

. Microsoft PowerPoint

. Microsoft Excel

. Microsoft Outlook

. Microsoft Visio

. Microsoft Publisher

. Microsoft SharePoint

. Adobe Captivate

. SumTotal Systems (Learning Management System)

. Salesforce.com

. WebEx

. GoToMeeting

. Zoomerang

AFFILIATIONS / MEMBERSHIPS

. Member of American Society for Training and Development (ASTD)

. Member of e-Learning Guild

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