Training Sales

OBJECTIVE:

A position as a software trainer and/or documentation writer.

Train and support customers through implementation and go-live.

Experienced in writing training documentation and developing

training courses.

EXPERIENCE:

01/10-04/10 Trainer / Floor Lead (Contract) JPMorgan / Kelly Services

Conducted safeguard security training for employees in a lockbox

environment. Provided training on mail extraction and batching

procedures for customer sensitive documents. Prepared training

materials and facility prior to training. Provided ongoing

support to employees.

01/09-09/09 Pharmacy Software Trainer (Contract) IBM / Kroger Pharmacy

Supported the implementation of the EasyFill pharmacy system to

Kroger Pharmacy's throughout the United States. Kroger has over

1900 pharmacies and is the 5th largest in the country.

Conducted customized pre-live training to meet the needs of the

Pharmacist and Techs. Provided go-live training and support in

a client server environment. This included troubleshooting and

researching all hardware and software issues. Rotated users to

the different workstations to assure a well rounded learning

experience. Reviewed and coached the staff on the use of

several types of documentation available to them. This

included: EasyLearns for Central Filling and

Purchasing/Receiving Orders, Job Aides, Quick Reference Guides

and Sandbox Workbook. The implementations were all on schedule,

costs were in line with budget, users worked more efficiently,

and customer feedback was very positive. HIPPA Certified.

10/07-08/08 Trainer / Training Coordinator (Contract) Meadowbrook Insurance

Group, Southfield, MI

Organized and coordinated the internal classroom training of the

CS STARS Claim System software, for over 150 employees in 10

states. This included: Product Testing Training, User

Acceptance Training, Train-the-Trainer Training, End User

Training, and Provider Entry Training. Coordinated and

conducted the View-Internal Training for over 150 view-only

users, via Web-Ex. Developed training materials which included:

Power Point presentations, Training Guides, User Activities and

Job Aids. Created a Trainer Guide which included examples for

the Trainers to demonstrate during training. This assured all

users were trained consistently. Updated all training materials

as the CS STARS Claims System software enhancements and

customizations were received. Reviewed Functional

Specifications, Workflows and consulted with the SME for

additional information. Setup and maintained the training

databases which were used during all training sessions.

Researched and coordinated the assembly, printing and shipping

of all the training materials. Created and maintained the CS

STARS Training Plan and delivered monthly global project status

emails to middle and upper management, key users/trainers and

the IS personnel.

09/00-05/07 Training Specialist / Training Supervisor - Dynatek Inc,

Livonia, MI 48153

Conducted training on proprietary mortgage loan origination

software for Banks, Credit Unions and Mortgage companies

throughout the United States. This included: administrative

functions, loan origination, processing, underwriting, and

closing loans. In addition, conducted advanced training on

Forms Generator, Macros (VBA), Plug-Ins and Crystal Reports.

Provided on-site implementation services to new customers, to

assist them with implementation of the mortgage software.

Provided consulting and utilization services to existing

customers to enhance system usage and efficiency. Assisted

Sales staff with demos and training via Web-Ex. Assisted with

evaluating and updating changes to training agendas, outlines,

and guides. Developed and provided new training courses and

training documentation for new trainers, sales and support

staff. This reduced the time taken for new staff to learn the

mortgage software, increased customer satisfaction and ratings

on training evaluations, and better prepared the customer during

implementation period. Documentation included: agendas,

outlines, guides, job aids, assessment tests, and documentation

related to the specific job positions. Researched and created

documentation for the on-line Help files, as software updates

and new functionality were added. Assisted with Quality

Assurance (QA) testing prior to updates being released. Worked

with several departments to coordinate and plan the training

sessions that were conducted during the Annual User Conferences.

This included: setup of the off-site facility, development

and marketing of the training sessions, and preparation of the

necessary training materials.

In April 2006 was promoted to Training Supervisor. Supervised

and reviewed the work of Training Specialists. Mentored Training

Specialists in areas as needed. Implemented various training

policies and procedures. Coordinated training assignments with

the Professional Services Coordinator. Created training

marketing ads and coordinated a customer calling campaign, which

generated revenue for customer training. Evaluated and developed

methods to measure success of training and Training Specialists.

Analyzed monthly training reports, training needs, and current

courses in order to maintain effective training. Developed new

courses and provided training as needed.

7/98-7/00 Documentation Specialist / Trainer - BeneSys Inc, Troy, MI

Designed and created training manuals, client information books,

client Summary Plan Descriptions (SPD) and plan documents,

pension application packets, scripts for pension videos, and

various other documentation projects. Conducted training for

new employees. Assisted with the design of the company

Intranet. Provided internal and customer support. Proficient

with: Microsoft Windows 98, Word, Excel, Publisher, MS Outlook

and Corel WordPerfect, Power Point, Access and FrontPage.

1/91-6/98 Account Manager - Medic Computer Systems, Northville, MI

Coordinated and implemented proprietary medical software

applications for various sized medical practices throughout the

Midwest. This included: appointment scheduling, posting

procedures/diagnosis/fees, insurance claim/patient billing and

posting of insurance/patient payments. Provided on-site

training, go-live support and consulting. Reviewed and

organized conversion data from various systems. Developed

customer training documentation and prepared extensive follow-up

documentation. Provided on-going customer support, performed

system upgrades and analyzed financial reports. Assisted with

customer user groups and sales demonstrations and was Regional

Trainer of the MCBA Accounting and Payroll applications.

Proficient with Microsoft Windows 95, Word 7.0, Excel, Schedule

+, Exchange and MS Works. Equipment: IBM, Hewlett Packard,

Texas Instrument, Dell, Oki Data, Hewlett Packard. Operating

System: AIX, UNIX.

3/80-1/91 Application Specialist - Reynolds & Reynolds Information

Systems, Southfield, MI

Coordinated and implemented software applications for all

departments in automotive dealerships. Topics trained on:

Accounting, A/P, A/R. Financial Statements, Payroll, Parts

Inventory, Service Scheduling and Merchandising, Body Shop

Scheduling, and New/Used Vehicle Inventory Control and

Merchandising. Analyzed financial reports, provided on-site

consults, assisted with regional service center phone support

and performed on-site data conversions from various systems.

Assisted sales and marketing groups with product shows and

demonstrations. In the first two years, also installed and

repaired various types of computer hardware. Familiar with the

operations of mainframes, personal computers and some networks.

Related equipment: IBM, PC, NCR Towers, Bell & Howell EPC and

Texas Instrument.

RELATED ACTIVITIES:

2009 HIPPA Certified

2005 & 2007 Dynatek Employee of the Month Awards

Book/DVD: Now, Discover Your Strengths (company-wide participation)

Book/DVD: The 17 Essential Qualities of a Team Player (company-wide

participation)

CompUSA: Word, Excel, Access, Power Point, Publisher, FrontPage,

Outlook, Windows 98 and Internet & Online Services.

Career Track Seminars: Communication and Customer Satisfactions Skills

Nightingale-Conant Seminars: Communication Skills

Reynolds & Reynolds Performance Achievement Award

EDUCATION:

Oakland Community College, Farmington, MI: Government

Kalamazoo Community College, Kalamazoo, MI: Accounting

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