Customer Service Project Manager

Jamie C. Brinegar *** NW ** Ave

305-***-**** abnke3@r.postjobfree.com Deerfield Beach, FL 33442

PROJECT MANAGER – TRAINING & DEVELOPMENT PROFESSIONAL

Core Competencies

Project Management Curriculum Development Training Needs Analysis Gap Analysis Strategic Business Goals

Alignment Training Program Implementation Training Program Evaluatio n Strong Presentation Skills Project

Leader of cross-functional/cross-divisional teams

Professional Experience

09/2008 – Present

CAMPUS MANAGEMENT CORPORATION, Boca Raton, Florida

ERP solutions provider for 1,100+ higher education campuses worldwide. Microsoft 2003 Global ERP Developer of

the Year

LEARNING CENTER - CURRICULUM DEVELOPER

Utilize PMBOK methodology to drive all training program initiatives from writing project charter, developing

budget, getting projects approved, developing training progr ams, rollout training programs, and utilize EVM to

track and report project status and cost.

Apply PMBOK project management methodology to manage all phases of the ADDIE (Analysis, Design,

Development, Implementation, Evaluation) ISD (Instructional Systems Design) Model. Success determined

via Project Scorecard (cost, delivery, effort, scope, team satisfaction).

Manage delivery and execution of training for new software rollouts, new product launches, customer

service/experience programs, sales training certification, higher education certification programs, train-the-

trainer programs, on-the-job training programs, new-hire orientation and on-boarding, and various technical

job skills programs.

Part of a revenue generating learning center responsible for curriculum innovation, planning, and research as

well as managing and directing the development and maintenance of high quality courses and curriculum

programs for internal and external customers.

Collaborate in the ongoing development of the implementation process and other client services; participate in

business requirements review and implementation process at clients’ sites to make recommendations for

improving our business practices and improve training of new Implementation Consultants.

Work with Learning Technologist to ensure appropriate systems infrastructure is implemented to support all

training initiatives. Systems include selection and implementation of LMS, Content/Document

Knowledgebase, and authorizing/development tools.

Conduct performance gap analysis, training needs analysis, learner analysis, and task analysis to formulate

instructional design plans, training strategies, and ultimately develop training programs for both internal and

external customers.

Collaborate with management to determine performance drivers and solutions and performance metrics; use

this data to measure ROI and earned value of training programs.

Work with Account Managers, Solutions Architects, Implementation Consultants, Data Conversion and

Integration, and other subject matter experts (SMEs) to develop billable ERP solutions product training for

external customers.

06/2004 – 08/ 2008

VITAS INNOVATIVE HOSPICE CARE, Miami, Florida

Nation’s leading provider of hospice services to terminally ill patients and their fami lies.

Hired to develop and implement training programs for the clinical systems of fast-growing healthcare company with

10,000+ employees. Over 40 hospice programs nationwide with more than 60,000 patients benefited from the training

programs.

JAMIE C. BRINEGAR Page 2

CLINICAL SYSTEMS IMPLEMENTATION – TRAINER / PROJECT LEAD

Led development and implementation of EMR training projects that involved complex business processes and

systems; results of training projects supported healthcare professionals on post-implementation of new multi-

million dollar EMR (Electronic Medical Records) software roll out. This year-and-a half long project was

branded as CPI NEO, a highly visible company-wide initiative (700,000 budget).

Assisted in managing all project-related processes including planning, gathering requirements, identifying

deliverables, maintaining timelines, monitoring budget, identifying resources and materials, ensuring quality

assurance, change request documentation, and final product support and enhancements for implementation of

EMR systems.

Streamlined Business Process Analysis (BPA) for accurate configuration and implementation of EMR systems.

Performed general practice, workflow, and staffing assessments of prospective client sites.

Organized and led classroom training sessions and e-Learning training sessions.

Provided on site support during the “go live” period.

Assisted client in building the necessary infrastructure (policies/procedures, Chart Transition Plans, Workflow

changes, etc.) to ensure successful system transition.

Led the design and development of software user guides, installation and configuration guides, instructor -led

materials, and specific end-user computer-based activities and experiential-learning activities customized to

different end-user groups.

Leveraged excellent communication skills, communicated with employees and stakeholders at all levels (end -

users, subject matter experts, and senior management team members) to gather information, update stakeholders

on project plans, lead meetings, and provide feedb ack.

Due to successful blended-learning training model for CPI NEO, was rewarded with additional responsibilities

in recognition of performance. Appointed Project Lead for developing training programs for sales force, new

employee orientation, new manager orientation program, and change management communications.

Received Employee Recognition Award (nominated and voted on by colleagues).

Contract position: 10/2003 – 06/2004

ZELLWEGER ANALYTICS (Honeywell Analytics), Sunrise, Florida

Appointed to consulting position to assist with retention of CSRs for a leading manufacturer of toxic and flammable gas

and fire detection systems. Also appointed to train staff on SAP and Seibel ERP systems.

CUSTOMER SERVICE / LEARNING & DEVELOPMENT CONSULTANT

Worked closely with Site Director and Manager of Customer Service to identify process gaps and

improvement areas for call center activities.

Conducted training needs analysis and worked with SAP and Seibel Consultants to implement new training

program for CSRs in ERP solutions.

Developed and implemented soft skills training programs for CSRs.

Developed training manuals and Job Aids for SAP and Seibel ERP systems.

Serve as Customer Service Supervisor in absence of Customer Service Manager.

Partnered with HR to write new job descriptions based on Call Center needs.

Developed telephone scripts for CSRs and trained new CSRs on SAP and Seibel systems.

03/2001 – 07/2003

NEW HORIZONS COMPUTER LEARNING CENTER, Miami, Florida

Trained and supervised new instructors and conducted product training sessions for sales associates as well as conduct

training for clients of the world’s leading independent IT training company .

JAMIE C. BRINEGAR Page 3

SENIOR TECHNICAL INSTRUCTOR

Designed and developed training curriculum for instructor -led classroom and eLearning solutions to all

corporate clients. Taught computer repair certification (CompTIA A+) courses as well as classes in MS

Project, Visio, Word, Excel, PowerPoint, Access, FrontPage, Outlook, Publisher, and Photoshop.

Prepared survey materials and questionnaires. Analyzed survey data to determine areas requiring Train-the-

Trainer focus to increase quality of training to clients.

Monitored product knowledge and performance of Level I trainers; prepared and conducted trainer annual

evaluations. Managed up to 15 direct reports.

Delivered “New Features Application” workshops for Account Executives to increase sales.

10/2001 – 10/2002

SAVING GRACE INTERNATIONAL, INC., Miami, Florida

Former co-owner of firm that helps organizations develop resources and harness te chnology.

VICE PRESIDENT / PROJECT MANAGER

In a one-year term serving as VP / Project Manager, solely responsible for managing scope, cost, resources, and

timeliness of projects, leading teams of technology professionals for not -for-profit organizations. Projects included

securing public and private funding through grant writing, program development, website development services,

membership and donor relations database development, human capital development services, and opening a free clinic

for indigent populations in West Miami-Dade County. (Please visit http://www.sgiinc.biz/knowus.htm#engagements for

a sample of consulting engagements). Managed up to 20 development professionals.

07/1998 – 03/2001

CITY OF MIAMI, Miami, Florida

As part of the IT Department, created the IT liaisons team comprised of 70+ liaisons representing 35 city departments.

These IT liaisons provided level 1technical support to their respective business unit to relieve extremely high call

volume to IT Helpdesk Call Center. Managed 70+ indirect reports.

COMPUTER TRAINING SPECIALIST (Three promotions)

Selected Accomplishments as COMPUTER TRAINING SPECIALIST:

As part of the IT Department, created the IT Liaisons team comprised of 70+ liaisons representing 35 city

departments. The IT Liaisons provided tier 1 technical support to their respective business unit to relieve

extremely high call volume to IT Helpdesk Call Center. The success of this project increased attrition of help

desk representatives by 30% within one year.

Evaluated IT department’s future training needs and contributed to develop ment of annual training budget.

Worked with IT Assistant Director in securing funding, from City Commissioners, for training program and

administered IT training budget of $750K.

Oversaw IT staff development, including achievement of industry certifications.

Spearheaded training needs analysis, program development, and implementation of classroom and eLearning

training programs for 3,500 city employees and directors.

Selected Accomplishments as SKILLS COACH MANAGER:

Project Lead in collaboration with Community Development Directors and vendors to build 3 computer

training labs for Welfare-to-Work recipients.

Conducted soft skills training for individuals entering the workforce; reported progress to Social Workers;

worked with Job Placement Specialists to ensure participants received appropriate training for participants

desired job placement.

Developed a database to track attendance of participants for compliance reporting purposes.

Collaborated with Associate Director of Office of Workforce to develop and implement a summer technology

and employment program for 250+ disadvantaged teenagers.

Awarded Letter of Recognition from the Office of Workforce Development.

Awarded Letter of Commendation from the City Manager’s Office.

JAMIE C. BRINEGAR Page 4

04/1997 – 07/1998

SHARED TECHNOLOGIES FAIRCHILD TELECOMMUNICATIONS, Inc., Miami, Florida

Office Manager

Under direction of Site Director, o rganized office operations and procedures, as well as supervised, hired, and released

administrative support workers (such as office clerks and secretaries). Managed up to 4 direct reports. Responsibilities

included coordinating administrative support activities (office equipment maintenance, ordering supplies, and

forecasting office supplies needs). Managed all AR/AP and submitted reconciled reports to Site Director for approvals.

10/1996 – 04/1997

PRECISION RESPONSE CORP., Miami, Florida

Call Center – Quality Assurance Associate

Worked with Site Director to establish measurement metrics and quality standards.

Provided and updated daily, weekly and monthly Quality Reports.

Sample tested/screened inbound and outbound calls to ensure proper processes and procedure utilized by

CSRs.

Ensured customer service techniques used by all CSRs.

Monitored and counseled CSRs on proper phone etiquette as needed.

Assisted Team Managers during employee annual reviews; served as Team Manager when needed.

05/1995 – 10/1996

TIGERDIRECT, INC. (TigerDirect/CompUSA)

Call Center – Customer Service/Technical Support

Provided assistance to customers by investigating and resolving software and hardware product problems.

Generated revenue through suggestive selling on every technical support incoming call.

Assisted with training new reps on hardware and software features as needed.

Education and Certifications

MBA – Operations Management Concentration, September 2007

AMERICAN INTERCONTINENTAL UNIVERSITY, Weston, Florida (GPA 4.0)

Bachelor’s Degree in Music & Education, May 1995

UNIVERSITY OF MIAMI, Coral Gables, Florida

Certifications

Florida Atlantic University – Executive Project Management Certification (2009)

CompTIA A+ Certification (since 2001)

Microsoft Certified Professional (since 2001) ; Microsoft Office Specialist certifications (since 2001)

Professional Memberships & Affiliations

Project Management Institute (PMI) – National Member & South Florida Chapter

National Hospice and Palliative Care Organization (NHPCO)

American Society for Training & Development (ASTD) – National Member

Human Capital Institute (HCI)

Computer Skills

Expert-level : VITAS Healthcare medical systems, Microsoft Project, Visio, PowerPoint, Word, Excel, Outlook,

FrontPage, Publisher, LiveMeeting, WebEx, MeetingPlace, iLinc Suite, Photoshop, FullShot, SnagIt, Game Show

Presenter Plus, Global Knowledge OnDemand Developer (Oracle UPK), Learning Management Systems - LMS

(various), nGenera Knowledgebase, Lectora, Adobe Captivate

Working knowledge: Articulate Presenter/QuizMaker/Engage, PeopleSoft, SAP, Seibel, Salesforce.com, Microsoft

Dynamics CRM, SharePoint (MOSS), Primavera, and CampusVue.

U.S. Citizenship – no work restrictions within the USA; willing to relocate.

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