Customer Service Training

Alison Riggin

**** ****** *****

Finksburg, Md. *1048

h. 410-***-**** c. 410-***-**** ******@**********.***

Objective: A Senior Instructional Design or eLearning position that

utilizes my instructional technology, graphic, business analyst, IT

technical and training background.

Areas of Expertise Storyboards and screen design

Technical writing and documentation Production and deployment coordination

Business Development Experience with web editing tools such as

Customer Relationship Management Dreamweaver, CourseBuilder, PhotoShop,

Facilitation and Training Mockup Screens, Microsoft Office (including

Word, Excel, Visio, and PowerPoint)

Professional Background

Mind Over Machines, Owings Mills, MD.

Senior Business Analyst/Help Desk Manager

2006 - present

Proactively communicate and collaborate with both external and internal customers

to analyze information needs, and evaluate the information gathered. Reconcile

conflicts, deconstruct high-level information into details, and distinguish user

requests from the underlying true needs in order to discover potential gaps,

risks and to achieve user agreement. Investigate business systems, analyze

business processes, identify bottlenecks, and suggest solutions for improvement

and modifications of the customer's business processes.

Responsible for creating and implementing a new documentation process which

allows for a more consistent, streamlined look and feel to all organizational

documentation. Collaborating with wider business analyst team and managers,

designed 12 document templates to address every documentation need.

Provide Business Development assistance, write marketing materials, present to

potential customers, composed and coordinated the creation of formal business

proposals for garnering new business which resulted in 12+ new projects over a

two year period.

Facilitate information gathering for requirement documentation via on site

visits, customer interviews, and user experience focus groups. Design storyboards

and mock-ups to document workflow, proposed screen design, perform as internal

QA, and facilitate user acceptance meetings prior to the development of final

requirements. Identify, communicate, and manage risks associated with the project

to ensure that both the customer and development team have a shared understanding

of the desired outcome.

Manage Help Desk support activities and a staff of four developers including the

coordination issues from the initial call to the issue's resolution. Within a 6

month period resolved all user support and reported system issues and reduced the

number of outstanding issues overall by 90%. Act as the primary customer facing

contact for all customer applications, oversee call initiated workflow through

the IT department, log, assign, escalate, and track all issues through the defect

and issue management process.

T. Rowe Price, Owings Mills, MD

Business Systems Analyst (Information Technology)

2005 - 2006

Determined, documented and developed use case scenarios for the Avenue (Customer

Management System) application which is used by GIS and ISCS. Administered

regression testing, and recorded, recreated and substantiated any errors that

occurred. Produced project documentation including formal proposals, feasibility

studies, schedules, requirement documentation, design documents, and testing

plans according to SDM guidelines. Worked as a team member on corporate wide

initiatives.

Performed investigation, analysis and evaluation to determine project

feasibility, project benefit estimates to establish project worth, and developed

alternative recommendations for current systems enhancements.

Supported business user's goals and opportunities by defining initiatives and

requirements, performing research, and recommending or implementing solutions for

the business. Provided customer service by observing and documenting how business

users utilize the application and used the research results to help drive

business related decisions.

T. Rowe Price, Owings Mills, MD

Senior Performance Support Specialist

1997 - 2005

Created training plans utilizing a multi-platform (computer-based, web-based, and

instructor-led) course structure. Developed project related flowcharts and

storyboards; including content, topics, original graphics and user interactions.

Coordinated meetings with Subject Matter Experts (SMEs) to review materials,

perform research, develop training, and gather other information. Managed cross

functional project teams to ensure the timely completion of project deliverables.

Performed a complete range of services from program design, development, user

testing, implementation, delivery of products, and evaluation. Integrated

multiple applications in order to successfully meet content owners and users

needs in the most usable format. Analyzed, designed, developed, implemented, and

evaluated online Procedures, web based training, intranet reference material, and

context-sensitive help systems.

Participated in multi-discipline teams to assess and analyze the scope of

proposed programs that addressed client's business problems, performed job needs

and task analysis. Resolved project issues/obstacles, supported the client's

business strategy, responsible for all course updates, feedback analysis, and

maintenance.

Random House, Inc., Westminster, MD

Training Developer

1991-1997

Planned, designed, developed, and coordinated in-house training programs in the

Maryland and New Jersey distribution centers. Created training materials;

developed course content; determined delivery strategies; generated training

aids, and developed criteria for evaluating effectiveness of training activities.

Delivered training in a variety of technical and soft skills, i.e.; Family &

Medical Leave Act, Diversity, Sexual Harassment, Negotiation Skills, Supervisory

Skill Development, Performance Management, Succession Planning, Cross Training,

WordPerfect, Lotus Notes, and Developing Macros. Planned, developed, and

administered yearly training needs assessments.

Advertised programs being offered, enrolled students, administered participant

records, and performed all budget management for the training department

Education & Certification

University of Maryland UMBC, Baltimore, MD

Certificate in Instructional Technology - 2002

University of Maryland College Park, College Park, MD

M.Ed in Training, Technological and Occupational Education - 1983

James Madison University, Harrisonburg, VA

Bachelors of Fine Arts - 1980

Certificates/Coursework:

University of Maryland UMBC

Certificate in Instructional Technology - 2002

Stevenson University

Certificate in Basic HTML

Certificate in Advanced HTML

Certificate in Style Sheets

University of Maryland

Beginning FLASH

Carroll Community College

Computer Based Video Production

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