Quality Assurance Customer Service
Resume:
Charlotte Coyle
***************@*****.***
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A customer-focused team player skilled at building and implementing practical, cost-effective learning solutions.
Experienced in learning technology implementation, instructional design, training delivery, learning administration
and customer support.
Learning Technology/LMS
• Implemented Learning Management System (Oracle iLearning) for 65,000 internal and external employees
to support enterprise learning initiatives and meet government and regulatory training requirements.
• Integrated internal HRMS database with Oracle iLearning System through Webmethods technology
enabling real-time access for all employees.
• Partnered with third-party vendor to host existing LMS database saving the company $100K annually and
enabling new system capabilities.
Training and Development
• Designed two-week training program for new IT employees supporting 50 technical products for 90,000+
internal customers across the globe. Training included a quality assurance program, procedural database,
and coaching program that resulted in meeting client’s Service Level Agreement of 90% first-time fix rate.
• Developed sales and service curriculum for a 150-seat call center including instructor-led training,
simulation exercises, and mentoring program.
Customer Support
• Created ongoing surveys to develop improvements based on customer feedback resulting in quarterly
average of 97% satisfaction upon changes implemented.
• Outsourced level 1 and 2 end-user support tickets to reduce turnaround time from 4 days to 1 day. Increased
the participation rate for mandatory compliance training from 85% to 98.5% for 36,000 employees world-
wide.
EXPERIENCE
Enterprise LMS Manager for Ingersoll Rand University, Davidson, NC
Ingersoll Rand 2004–2010
• Implemented LMS and eLearning guidelines in 50 countries for 65,000 employees, partners, and
distributors.
• Deployed Seertech Solutions Learning Management Toolkit resulting in $150K annual savings in labor by
providing automated nomination process, email notifications, and reporting.
• Managed annual projects, budget, and needs of the business to effectively plan and execute work plans,
communications, risk analysis, stake holder management, cross-functional collaboration, and resource
allocation.
• Implemented Learning Technology governance including content delivery guidelines and administration
regulations across all lines of business globally.
• Managed vendor relationships, controlled budget, and developed business cases.
• Functioned as the subject matter expert and liaison between the eLearning vendors and internal business
units to better leverage the company’s investment.
• Managed international IT department relationships to deploy technical requirements, system updates, and
formal testing to ensure the end-user population successfully accessed eLearning software.
• Developed and implemented eLearning programs for the business units.
• Represented Ingersoll Rand at Oracle conferences to present leading edge solutions and influence direction
of future Oracle iLearning releases.
Project Analyst, Charlotte/NC
Hewitt Associates Inc. /Exult, Inc. 2003–2004
• Coordinated and transitioned legacy Accounts Payable functions from existing system to Oracle AP.
• Communicated project status and delivered training to all levels of the organization. Provided daily metrics
to enable the Accounts Payable organization to manage productivity.
• Researched and developed process guides to support new application.
• Crossed-referenced current system applications to identify functional requirements for the Accounts
Payable database conversion.
• Led the User Acceptance Testing (UAT) for new software implementation.
Trainer/Instructional Designer, Charlotte/NC
IBM Corporation 1997–2003
• Mentored 75 employees over a 4-year period by providing coaching and feedback to maintain quality
assurance standards: script adherence, call-handling time, and accuracy of information.
• Performed Quality Assurance testing to ensure all software applications met customer specifications.
• Led transition to new policy and procedures for business acquisitions.
• Facilitated weekly meeting with clients to gather requirements and propose solutions for the training
department.
• Managed the documentation of all in-house communication for the support center including alert bulletins,
online curriculum, workshop trainings, and quick reference cards
• Worked with project team to improve customer service by developing, testing, and maintaining technology
and procedure documentation.
Team Lead
IBM Corporation
• Managed a team of 24 helpdesk representatives for the IBM internal technical support center for over 50+
products including Operating System, Network Support, and Lotus Notes.
• Coached and counseled employees using individual statistical reports improving utilization rate to a 90%
first-time fix rate.
• Developed technical documentation for the employee procedural database, allowing employees to handle
customer problems more effectively and efficiently resulting in a less than five-minute turnaround time.
• Supported customers with escalation issues and documented results in a tracking database.
• Worked with third-party vendors to ensure accuracy of product support and develop strategies for
improving customer quality. Established classroom training as needed.
EDUCATION
Bachelor of Arts Education, University of North Carolina at Charlotte
Six Sigma Green Belt Certification
Additional Coursework:
• Project Management Fundamentals
• Problem Recognition and Solving Skills
• Project Management in a Team
• Interpersonal Leadership
Environment
• Team Leadership
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