Customer Service Training

Summary

. Proven ability to solve problems and meet difficult goals..

. Strong background in multimedia and web communication.

. An individual that thrives in a technically challenging

environment.

. Adapts well and learns new processes quickly.

. Task oriented and excels at organizing information

Education

Graduated May, 2003 Bachelor of Arts - Communication Design:

Information and Communication Systems Option

California State University, Chico (CSUC)

Experience

Verizon, contract via Sapphire Technologies October 2007 - June 2010

Computer Based Learning Developer

. Developed web based training (WBT) for VSO (Verizon Services

Operations) Corporate Financial System, and Human Resource

Management System (PeopleSoft 8.4), North Central Remittance

Group.

. Created Verizon specific application simulations for Human

Resources, Purchasing, Accounts Payable, Expense, Asset

Management, and Project Costing using Adobe Captivate 3.0.

. Met with subject matter experts to analyze content, design, and

develop context of each lesson.

. Designed and developed web sites where users would access the

training modules.

. Maintained training and information web sites for projects.

. Created a Style and Transition Guide, so client would be able to

maintain training after the end of the project.

. Created a tracking and reporting method for module leads to

determine course completion by end users.

. Created Quick Reference Guides as an alternative or refresher

for specific training subjects.

Result:

. 600+ interactive lessons over the span of multiple projects.

. Verizon has used the WBTs to train 10,000+ users within VSO and

Verizon Wireless.

. The implemented training allows Verizon substantial cost

reduction of training, travel, and resources.

Munroe Systems, contracted by OIS - Ophthalmic Imaging Systems,

January 2007 - March 2007

Computer Based Learning Developer

. Developed computer based training (CBT) for OIS using Adobe

Captivate.

. The training output is CD-Rom based and is used by OIS to train

Ophthalmologists.

. The training relies on user interaction to demonstrate how to

use OIS Capture and Display stations with Agfa's IMPAX software

and hardware.

. The training facilitates patient image and information

management in an office or hospital setting.

. The training included voice and section review capabilities.

Result:

. Training included 10 interactive and voice optional lessons.

. OIS has saved approximately $50,000 per installation (estimated

cost of a full time trainer + travel/resource cost).

CDMS Crop Data Management Systems, Marysville, CA September 2003 -

July 2007

Business Analyst / Technical Communications Coordinator

Created internal and external communications for various

departments within CDMS.

Duties included:

. Business Analyst - worked with developers and executives to

transform internal/external requests (cases) into projects.

Created detailed design documents used for development for the

following CDMS products; ChemCheck, LabelSearch, and FoodCheck.

. Graphic Design - created graphics for web pages, documents,

publications, presentations, and trade shows for

Sales/Marketing, System Engineering, and Support.

. Technical Writing - created and maintaining application manuals.

. Instructional Design - designed custom training guides and CD-

Rom based Presentations.

. Technical Training - delivered training to various clients with

a wide range of computer experience.

. Web Design - designed web graphics and HTML templates - see

http://www.cdms.net.

. Communications - sent notifications to internal and external

users about program changes.

. AgLabel.com - responsible for production of AgLabel.com DVDs and

maintenance of all related artwork.

CSU, Chico, Technology Learning Program, Chico, CA January 2002 - June

2003

Web Designer/Support Specialist

Responsible for:

. Consulting faculty about available academic technologies.

. Creating web sites using, Dreamweaver, Flash for use in training

guides.

. Computer Lab maintenance (Mac & PC) in the Technology Learning

Program and Multimedia labs.

. Maintaining the faculty/staff equipment check-out database.

. Making equipment reservations and recommendations based on

faculty need.

. Troubleshooting equipment issues and assisting faculty with

various computer issues (Mac and PC).

. Telephone support for WebCT related issues.

. Creating job-aids for computer software.

. Working closely with faculty to develop technically advanced

educational solutions.

Wal Mart, Photo Center, Chico and Orville, CA June 1998 - January 2002

Photo Center Manager

Responsible for:

. Hiring of photo center employees.

. Scheduling and payroll budgeting of photo center employees.

. Monthly budget tracking including P & L analysis.

. Day to day operations of a 1 hour photo center.

. Coordinated available computer based training for all employees.

. Hands on training of all photo center employees including the

following items:

< Inventory tracking and ordering of photo center supplies,

paper, chemicals, cleaning items, parts for photo processing

machines.

< Inventory tracking and customer service for Fuji external

photo processing service.

< Inventory tracking and ordering of retail items: film &

digital cameras, camcorders and accessories.

< Maintaining security of retail items, cameras, camcorders and

other accessories.

< Routine maintenance of photo center processing equipment.

< Product knowledge of film and film cameras, digital cameras,

camcorders, and accessories.

< Customer service, point of sale issues, cash handling, and

general register training.

Contact this candidate