Customer Service Training

Denise Brown-Fletcher

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

River Forest, IL 60305

708-***-**** fax

708-***-**** hm

Summary Of Experience

Over Ten years of experience learning various software applications;

corporate trainer and support specialist. Microsoft Certified Trainer,

Master Instructor and Office Specialist. Experienced Microsoft Access

database developer and Crystal Reports writer. Excellent in building

customer service relations.

Experience

Application Specialist - Morrisey Associates, Inc.

Chicago, IL February 2007 - December 31, 2009

. Conduct on/off-site web-based application training and support to

customers throughout the U.S. (Microsoft Access Web-based program)

. Provide Go Live Training and Technical Support to off-site customers:

. Trouble shoot and resolve application issues during software

installation

. Created security rights to software settings for each system

user

. Provided phone supports to customers after training to insure a

smooth transition

. Crystal Reports training on/off-site:

. Developed curriculum using Crystal Reports interface and

Microsoft Access

. Train customers on the basic and advanced levels of Crystal

Reports to include subreports

. Evaluate skill level of each customer for future training

. Updated curriculum for training using Snagit Software

. Developed recorded training webinars and provided phone support

to customer after completing Crystal Reports class.

. Microsoft Office 2003/2007:

. Exporting data from Microsoft Access web-base application

. Import of data to Microsoft Excel for advanced filtering and

pivot table

. Import of data to Microsoft Word for large group labeling

. Provided in-house Microsoft Office training to staff

. Conducted staff training on Webinars using Inter-Tel web-conferencing.

Recorded and developed webinars for customer distribution.

. Maintained Reporting (hourly cost) on help desk support for each

facility and customer.

. Traveled over 60% within the U.S.

Corporate Trainer/Customer Service Consultant - MicroTrain Technology

Lombard, IL May 2004 - January 2007

. Develop and update application curriculum as it relates to the latest

in technology

. Wrote class material outlines for company website on courses offered

. On-Call training to sale team on Microsoft Office Applications

. Create classroom outlines for sales staff on special training projects

. Assist sale department in phone conferencing to potential out-of-state

clients (assessing training needs)

. Provide various applications training to better the client's career

and/or job opportunities, including E-Learning training. Travel 50%.

. Train on-site clients on Microsoft Applications: Access, Excel, Word,

PowerPoint and Outlook, beginning to advanced levels (MS Office 2000,

XP, 2003)

. Soft Skill Trainer for personal development (Business Etiquette &

Ethics)

. Develop Microsoft Access databases within MicroTrain and for outside

clients

. Serve as Help Desk Representative to all branch locations, providing a

working solution to advanced Microsoft Office Applications (Branch

locations are Chicago, Lombard & Deerfield)

Applications Training Soft Skills Curriculum Development

Training

Microsoft Office 97, 2000, Business Writing Microsoft Office

XP & 2003 Applications

Peachtree (Accounting Business Etiquette Website Outlines of courses

software) offered

QuickBooks (Accounting Business Ethics Introduction to Microsoft

software) Office Suite

Adjunct Instructor - Triton College (Part-Time Seasonal)

River Grove, IL October 2003 - December 2004

. Trained College students on Microsoft application in a real time

related environment

. Developed homework assignment and required students to make

presentations on subject matter

. Lecture on the importance of application use as it relates to business

practices

. Homework assignments were mandatory via email with attachments

. Provide crash-course seminar training for advance user of Microsoft

Office 2002 and XP to include Excel, Access, Word and PowerPoint

Training Consultant - Bank of America Mortgage Division (Part-Time

Consultant)

Northbrook, IL October 2003 - March 2004

. Trained new mortgage division to display marketing goals and

objectives with the use of Microsoft Office applications

. Created a (51 slides) PowerPoint presentation for the V.P. of the

Mortgage Division to include the following: photographs of new office

location to include staff employees with bios, and color coded

statistical data of target market for staffed Account Executives

. Trained one-on-one and in group setting successful use of Microsoft

Outlook, Word, Excel and Access

Project Manager/Trainer/Curriculum Developer - Electronic System, Inc

Virginia Beach, VA June 1997 - July 2003

Duties included but not limited to:

. Management a remote training site, Norfolk Navel Shipyard, involving

planning and scheduling of over 5,000 employees on a rotation, to

introduce the Microsoft Office Applications. Traveled 40% within VA

. Maintained curriculum to be readily available to all instructors when

on-site as well as maintaining close contact with the customer to

ensure all expectations are met and exceeded

. Responsible for upgrading, maintaining and troubleshooting hardware

and associated peripherals

. Develop specialized curriculum for training to meet customers'

specific corporate needs

. Trained clients on Microsoft Offices applications and their advantages

including methods to manage documents more efficiently

. Instructed smaller groups of business professionals on the best use of

products to utilize company email programs (sending messages, setting-

up appointments, planning meeting, etc.)

. Correlated curriculum to meet specific user criteria

. Responsible for weekly classroom set-ups using various office

products, ghost imaging and configuration protocols

. Lead Instructor assigned to on-site projects training to meet specific

client needs

. Provided rotational help-desk services to clientele on the Microsoft

Office Application Suite

SKILLS/TRAIN: Microsoft Office 97, 2000, XP, 2003 & 2007 Applications:

Word, Excel, PowerPoint, Access, and Outlook; GroupWise Email, Lotus Notes

7, WordPerfect & FrontPage, Adobe Professional, develop curriculum for

various software for training. Experience with the Principles of Adult

Learning. QuickBooks for Windows. Crystal Reports Writer version X & X1.

Inter-Tel Webinars development trainer, eLearning material and SAP online

courses.

ACHIEVEMENTS: Microsoft Certified Train the Trainer, Master Instructor &

Office Specialist. Tech Award: 2001 & 2003 for Outstanding Customer

Service at "Electronic Systems" Virginia Beach, VA

EDUCATIONAL VOLUNTEER: Members of "Parents Who Care" Oak Park/River Forest

High School, Oak Park, IL. Teach Microsoft Office to parents, helping them

improve their chances of employment.

EDUCATION: B.S. Management 1990- Roosevelt University, Chicago, IL

Microsoft Application Training - Electronic Systems Inc., 1996-97 Virginia

Beach, VA

Microsoft Application Training - MicroTrain Technology 2004 - 2010 Chicago,

IL

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