Training Project Manager

CRYSTAL BELL, PMP

Ellenwood, Georgia Mobile:

(**8) 362 - 5836

E-mail:

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

Project Management / Trainer / Web Design / Instructional Design

SUMMARY

Results-oriented Certified Project Manager with proven leadership abilities

in directing multiple complex training projects, while meeting established

timelines, milestones, and working with cross-functional teams. Solutions

driven Instructional Developer with four years of strong commitment to

design and development of ILT, WBT, and CBT. Energetic Corporate Trainer

with over eight years experience in delivering new hire certification

training and customer facing technical training for sales, medical, soft

skills, call center, and video-on-demand audiences.

TECHNICAL SKILLS

Programming / Scripting Languages: HTML, XHTML, DHTML, CSS Stylesheets,

JavaScript

Software Applications: Centra, Dynamic Web Template, InfoMapping, Adobe

Photoshop 3,

Captivate 4, Dream Weaver 3; Snag It, Microsoft Office Suite, Microsoft

Project 2003, Visio, OpenStream, SABA, Camtasia, Publisher, Fireworks, In

Design

CONTRACT PROFESSIONAL HISTORY

Event/Web Consultant December 2009 -

Present

CRYSTAL CLEAR TRAINING & CONSULTING, Ellenwood, GA

Instructional Designer September 2009 -

December 2009

ROBERT HALF MANAGEMENT, Atlanta, GA (The Southern Company)

Technical Trainer

July 2008 - September 2008

PROEDIT, Cumming, GA (Tandberg Television)

Instructional Designer May 2008 -

June 2008

TRUEBRIDGE RESOURCES, Atlanta, GA (McKesson)

Lead Instructional Designer January

2008 - March 2008

AMERICAN SYSTEMS CORPORATION, Alpharetta, GA

Lead Instructional Designer June 2007 -

November 2007

THE CARA GROUP, Oakbrook, IL (Georgia Pacific)

PERMANENT PROFESSIONAL HISTORY

TANDBERG TELEVISION, Duluth, GA

October 2008 - July 2009

Technical Trainer

SPRINT NEXTEL, Atlanta, GA

February 1997 - April 2007

HR Program Manager II June 2005 - April 2007

Instructional Designer II May 2003 - May 2005

Supervisor / Trainer III September 1999 - April 2003

Lead Technical CSR II February 1997 - August 1999

SELECTED PROFESSIONAL ACCOMPLISHMENTS

Program Manager

. Promoted within Sprint to lead 14 executive-level training projects for

Network Services and IT organizations, within a matrix organization.

Managed stakeholder expectations, participant experiences, and hardware

and software upgrades for Data, IP, and voice networks. Led cross-

functional teams of 6-15 employees in providing ongoing developmental

training for 15,000 domestic and international employees.

CRYSTAL BELL, PMP

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SELECTED PROFESSIONAL ACCOMPLISHMENTS (con't)

Program Manager (con't)

. Successfully salvaged an off schedule/out-of-process project that had no

project plan and a delivery requirement for training 6,000 U.S. and

international Sprint employees project, into a project that met remaining

scheduled milestones and budget parameters. Accomplished by identifying

resources, allocating tasks, setting an aggressive training schedule, and

creating an issues log to identify problems, risks, and solutions.

. Orchestrated gap and post training analysis to determine training and

development needs that would close performance gaps. Leveraged project

management Sprint Communities of Practice to increase industry skills and

build knowledge by archiving and reviewing templates and closed project

documents.

. Scheduled training classes nation-wide, which consisted of reserving

classrooms, conference rooms, or meeting halls, scheduling trainers and

executive leadership to conduct instructor-led or facilitator web-based

training, and sending email and voicemail confirmations for scheduled

classes to participants, instructors, and facilitators that included the

date of training, location, time, and other requirements.

SUPERVISOR / TECHNICAL TRAINER

. Promoted to schedule training classes and supervise Sprint Nextel call

center new hires across the U.S. Trained and certified each new hire in

customer service skills, system applications, ticket management, first

level troubleshooting techniques for complex LAN and WAN networks, such

as TCP/IP, OC-3, ATM, VPN, Frame Relay, and Private Line networks.

. Facilitated an average of 110 call center new hires per year in Sprint

processes and procedures, which resulted in quality end-to-end ticket

management, graduation rate of 98 percent, and average test scores of 95

percent. Administered written status reports on each Sprint new hire,

regarding performance, attendance, strengths, weaknesses, and attitude,

which was used to develop a comprehensive employee action plan for skill

and career advancement.

. Delivered leader-led video-on-demand applications training for Tandberg

Television customers, across the U.S. to cable and satellite vendors to

maximize their ability to leverage on-demand program content, which

increased their revenue generating potential by 35 percent.

Instructional Designer

. Captured 50 different simulation training exercises for various job

functions using Captivate 4, that were uploaded to Southern Company's

LMS. As a result, instructor-led classes used the simulations to

demonstrate work tasks, as well as allow class participants to perform

self-paced exercises in their actual job responsibilities.

. Documented McKesson's SAP Customer Relationship Management (CRM)

processes, resulting in 14 storyboards used for computer-based training

(CBT) development. Drafted call handling, ticket management, and

escalation procedures based from SME input, achieving in approved job

aides for McKesson's 50 people Interaction Center helpdesk located in CA

and GA.

. Developed computer-based training simulations for American Systems

Corporation using Captivate 3 and Camtasia, which included system

demonstrations, practices, and Level 2 and Level 3 assessments, as well

as uploaded supporting graphics, job aids, narration, knowledge checks,

and activities. As a result hands-on, task-oriented, systems training

courses were developed and utilized by medical professionals' world-wide.

. Designed computer-based training, using storyboards, Captivate, and a

standard design document to map out training content, objectives, timing,

knowledge checks, and graphics for each training module to be used by

Georgia Pacific cash receivable/collection personnel in four countries.

. Promoted at Sprint Nextel and within four months, developed and presented

a facilitated, web-based systems training course for cash collectors to

initiate and manage tickets, using PowerPoint, Fireworks, Publisher, and

Centra, resulting in a way for an organization to track, document, and

escalate cash collection from employee initiated calls.

CRYSTAL BELL, PMP

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EDUCATION

Bachelor of Arts, Business Administration and Economics

Clark Atlanta University, Atlanta, Georgia

CERTIFICATIONS

Web Design

Clayton State University, Jonesboro, Georgia

Project Management Profession (PMP )

PMTI, Atlanta, Georgia

Triple "C"

Sprint University, Atlanta, Georgia

SIGNIFICANT AWARDS AND RECOGNITIONS

Completed Sprint Leadership and Development Program

Received many Sprint Values Excellence Awards for outstanding customer

service and performance

Sprint Nextel training organization recognized for two consecutive years by

Training magazine (Training Top 100) for stellar employee development

programs

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