Customer Service Sales

Kathy Simpson

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

Grand Rapids MI 49534

email: *******.***@*****.*** mobile phone 231-***-****

ACCOMPLISHMENTS

Delivered high level presentations and demonstrated new and unreleased software products to individuals, groups, and trade

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shows resulting in $8 million in sales.

Professional CTT+ Certified Technical Trainer with 15 years experience in dealer management software, Unix based

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programs, web based programs, and mainstream software applications.

Supervised and led 21 trainers thru the implementation of a new product release.

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Experienced in facilitating customer on-site visits, installing software products, managing conversions from one system to

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another with minimal interruptions and consult using best business practices.

COMMUNICATION AND CUSTOMER SERVICE

• Effectively communicate technical information to non-technical audience improvising curricula and style to meet diverse

audience needs.

• Facilitate meetings and act as a liaison between clients and technical support staff to identify user requirements,

resolve client’s issues and implement long and short term action plans.

• Establish an effective professional realtionship that ensures customer satisfaction, provide ongoing support, and follow up

TRAINING AND INSTRUCTIONAL DESIGN SKILLS

• Ability to provide training to end users in a multitude environments including instructor led, classroom training, one on one

training and using remote Webinars.

• Develop training strategy, deliver, and adapted training curriculum to suit specific end users and including step by step

instructions including adding value to training.

• Cross Train, mentor, and contribute to Best Practices of knowledge for new hire employees on internal and external

operations.

• Test software through development, maintenance, and execution of test cases, verify test results and documents, document

problems identified, and coordinate problem resolution for pilot readiness.

TECHNICAL SKILLS

Operating Systems: UNIX base Platform Software, Client Server Applications, Windows Vista, XP, and Windows 2000.

Applications: Microsoft Office, Citrix Webinars, Go To Meeting, Report Query Builder, Report Generator

Automotive Software Specific- Reynolds & Reynolds -ERA, ERAxt, CRM, Desking Solutions. ADP- Web suite

W ORK EXPERIENCE

Install Specialist Princeton Information contracted to Dealertrack Inc., Lake Success NY 2008-09

Software Trainer Jaewood Associates contracted to Harley Davidson, Cleveland OH 2007-08

Software Trainer PEQ contracted to Reynolds & Reynolds and ADP, Miamisburg OH 2006-07

Automotive Consultant Self Employed 2006-09

Sales Specialist/Software Trainer/Tester Reynolds & Reynolds, Kettering OH 1997-06

Call Center Training Coordinator Carlson Marketing, Troy MI 1995-97

Call Center Customer Service Analyst Kelly Services contracted to Ford Motor Company, Detroit MI 1993-95

EDUCATION AND CERTIFICATION

• Bachelor of Science Marketing Sales/Associate in Applied Science Retail Fashion Merchandising Ferris State University

• CTT+ Certified Technical Trainer CTTCompTIA Certification, Chauncey Group International

• Proprietary Software Reynolds & Reynolds ERA, ADP Finance and Sales Software Training

Power Messaging by Corporate Visions, Value Based Selling Certification, Effective Sales Presentation

• FISH Philosophy

• FORD Motor Company Advanced training in Anger Diffusion, Stress Management, Time Management

PERSONAL PROFILE

• Over 20 years experience as an organized, energetic, quick learner, strong analytical thinker, and client focused professional

with balance of technical and marketing skills.

• Self Starter, Strong leadership skills, ability to Multi-task and meet time deadlines.

• Comfortable working independently or as part of a team atmosphere with constantly changing environment.

• Experienced business traveler.

Contact this candidate