Training Management

Tiffinye Y. Lee

PMB ***, **** Powder Springs Road, Marietta, GA 30064 800-***-****, ext. 504 ****@*****.***

Senior Learning Consultant, Organizational Development, Change Management, Instructional Designer .

Professional experience encompasses soft skills and systems training development and delivery, and business requirements

analysis.

Multi talented consultant with over 13 years’ experience in training development and delivery. Over 4 years as a Project

Management Consultant and 7 years working in Organizational Change Management.

Provide training development and delivery on various ERP/CRM applications, including Siebel, Salesforce Automation

(SFA), Salesforce.com, SAP, PeopleSoft, Oracle, Dendrite’s Mobile Intelligence, JD Edwards, Visual Elk/StayinFront’s

CRM, and proprietary systems

Identify key stakeholders and risk factors, and analysis findings as it relates to current scope. Manage Info Mapping and

Role Mapping to identify training design and development strategies. Perform readiness assessments, coaching plans for

upper level management and Executives. Develop and implement change management and communications plans to

minimize resistance and maximize engagement and user acceptance. Identify, obtain, and organize the resources to

accomplish projects. Utilize ADKAR methodology, Change Agent Network and Executive communications to identify and

communicate business impacts, change awareness, and acceptance

Develop training materials including quick reference guides, style guides, eLearning for LMS, PowerPoint presentations,

participant and facilitator guides for various clients throughout the U.S., Europe, and Asia. Understand and communicate

the dependencies between systems development and human performance work. Oversee medium large scale projects,

including sub contractors, internal Super Users, third party vendors, and IT personnel. Manage and design training

solution efforts including training approach, needs and audience analysis, template and standards development, and

deliverable planning for instructor led, train the trainer sessions, and e learning courses

Develop Train the Trainer facilitator guides, programs including needs analysis, participant guides, Job Aids, and BPPs

using UPK OnDemand, WebEx, Goto Meeting, Centra, Articulate, Microsoft PowerPoint, uPerform, Saba, Infopak,

Captivate (RoboDemo), Camtasia, SnagIT, SimPro, and Oracle Tutor.

Follow ITIL, ADDIE, ASAP, ITSM, and DMAIC methodologies. Familiar with Bloom’s Taxonomy, Kirkpatrick’s Levels

of Evaluation, SCORM, AICC, and 508 compliance

Work with a variety of clients in Retail Banking and Finance, Modern Energy, Federal and State government agencies,

Pharmaceuticals, Beverage Manufacturing and Distribution, Information Technology, Healthcare, Manufacturing,

Consulting, Utilities, Retail, Automotive, Telecommunications, Business Support Services and Higher Education

Technical Skills

RWD Infopak/uPerform, Captivate (RoboDemo), Goto Meeting, UPK OnDemand, Articulate, Snagit v9, Clarity

software, Banner, Salesforce.com (SFdc), Saba, Lectora, Lotus Notes, SAP ECC 4.5/6.0 (CRM 2007, PM, CS (MI, MTS,

MAM), Planning, BOBJ XI, SCM, PP, CATS, HRMS, MM, MASTER DATA MANAGEMENT (MDM), SOLUTION

MANAGER, R/3, BW, FICO, and SD), Vistex, PeopleSoft 8.X/9.0 (SRM, Financials, Campus Solutions, HCM,

eProcurement, Supplier Contracts Management, and CRM), Salesforce.com, JD Edwards (OneWorld, EnterprisesOne),

StayinFront CRM, Salesforce Automation (SFA), MS Project, Visio, Word, Excel, PowerPoint, Articulate, Crystal

Reports, Siebel (CRM, PRM, Analytics, Sales, Self Service, Marketing, eBilling), STOLI, WebEx, Centra, proprietary

retail banking systems; Oracle (Procurement, HRM, Financials and Tutor), Eclipsys SCM v4/v5, Epic Ambulatory,

Cerner (PowerChart, Ambulatory EMR, FirstNet, PowerNotes, Message Center, PharmNet, ePrescribing), Dendrite’s

Mobile Intelligence, Testuff (Defect Management Tool), Lighthouse(Issue Management Tool)

Tiffinye Y. Lee

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Tiffinye Y. Lee

Email: ****@*****.***

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Professional Experience

Consulting – By Application

Oracle 11i/R12 various modules (AR, P2P, OBIEE Reporting, Order Management, Benefits and Performance

Management,, ESS/MSS, Saba Enterprise LMS, Adapt I3 (Supervisor and Customer Interaction Center (CIC) and Quality

Management (Call Recording)), SnagIT v.11, Brainshark, Taleo UPK 11.1, Sharepoint Workspace 2010

Total Duration: 8 months

Training Content Development Lead

Allscripts Healthcare Solutions, Inc. Dunwoody, GA July 2012 – Present

• Manage the content development of a training team of 10 consultants

• Develop and administer training requirements and standards and guidelines

• Identify training needs and requirements based on BPR development and interaction with Functional Leads,

Business Leads, and the Project team

• Develop training materials for delivery via LMS, ILT, and blended solutions. Utilize UPK 11.1 to develop test

scripts support of Train the Trainer and go live delivery

• Integrate training solutions, including Brainshark, PowerPoint, Saba, UPK 11.1, Captivate, SnagIt, and Taleo to

develop comprehensive and eye catching e learning course materials and quick reference guides with voiceover

narration

• Provide post training support for various projects according to Change Board guidelines

• Work closely with Change Management and Communications to identify key stakeholders, strategize target

communications and key messaging, and identify and highlight business impacts and procedural changes to be

integrated through communications, change management and training

• Interact daily with business leads, SMEs, and functional consultants to identify and promote measurable training

standards throughout each project

• Create and administer training evaluations. Report progress upward through Training Manager and PMO

• Work with training team to create key concept slides and instructor led training standards in keeping client needs

and best practices

• Deliver web based training sessions over WebEx. Train business leads and new hires on test script creation in

UPK and applying standards and template

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Professional Experience (cont’d)

Salesforce.com, SAP HR and CRM with Single Sign On integration, uPerform, Captivate 6, SnagIT v.11, Promax Trade

Marketing Tool

Total Duration: 3 months

Sr. Training Consultant/e Learning Developer

Clorox Company Oakland, CA May 2012 – August 2012

• Identified training needs and requirements based on delivery in Chile and Argentina

• Developed Trade Marketing (Promax) tool training materials in support of Train the Trainer and go live delivery.

Worked with the salesforce in Chile and Argentina; Lead client/SME discussions to identify

• Worked with outside vendors to determine 508 and AICC compliance and compatibility with the client LMS and

translation company requirements

• Identified and developed best practices to include in training course deliverables for instructor led and e

learning course delivery in Chile and Argentina

• Recorded simulations using Captivate 6, Snag IT, and uPerform tools to delivery content

• Prepared content to be translated and loaded into Brainshark with voice over Navigation and Overview courses

• Created relevant course structure and relevant exercises for the Promax (TM) tool and Brainshark LMS

SAP ECC 6.0 Modules: FICO, PM, CS (MAM), SCM, Logistics, SD, CATS, HR, TIME MANAGEMENT, PAYROLL, MM,

MASTER DATA MANAGEMENT (MDM), BOBJ XI, SOLUTION MANAGER, CRM, VISTEX with FI and SD functionality

Total Duration: 8 years

Organizational Change Management and Training Consultant

Coca Cola Refreshments Smyrna, GA January 2012 – May 2012

• Identified training needs and requirements based on business needs. Partnered with leadership to understand

learning gaps and train to best practices. Designed and developed interactive training sessions, presentation

materials, and blended solutions

• Acted as a project lead and mentor other team members in finding solutions to complex learning needs. Worked

with SAP Asset Management for CCR Fleet services team to develop learning materials and improved business

processes for SAP PM module, including Preventive Maintenance, Maintenance Processing, and Management

of Technical Objects

• Designed measurement plans based on business outcomes and learning objectives. Created measurement

instruments, implement, analyze results and make recommendations. Developed training to facilitate efforts

around the Procurement, Work Order creation, Warranty support, Inventory Maintenance, Analytics, and

Mechanics User Interface for mobile handheld devices

• Utilized UPK to develop learning materials for end users and train the trainer

• Provided change management and training management in support of SAP Business Objects XI (BOBJ) BI tools

for reporting enhancements in the financial shared services group. Worked with project leadership to identify

target audience, key stakeholders, and change management impacts

• Worked with SAP Business Intelligence Suite, including Enterprise Performance Management (Dashboard

design/Xcelsius), Crystal Reports, BOBJ Analysis for Excel, Analytics

Tiffinye Y. Lee

Email: ****@*****.***

P a g e 5

Professional Experience (cont’d)

Utilized Sharepoint as a repository for version maintained deliverables. Managed communication and training

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assessment and planning, business transformation development for assessments and implementation. Liaise

with IT project teams and business to coordinate initiatives

Developed Organizational Change Management and Training strategy planning. Performed gap analysis and

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needs assessments to understand change leadership needs associated with IT initiatives and develop good

change leadership plan (e.g. stakeholder assessment/management, communications and training)

Designed corresponding change management and communication project plans to mirror current project

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timeline and scope

SAP Consultant (Instructional Designer SAP HR and Payroll modules) for SAP America

Turner Construction (RWD America) Woodcliff Lakes, NJ November 2011 – January 2012

• Worked with HR and Payroll Business Leads and Subject Matter Experts to align training needs with roles and

to identify necessary content and materials needing preparation for go live

• Developed course conceptual material, relevant scenarios, and exercises to be integrated in SAP Help for

Organizational Management, HCM processes and forms, Payroll Reporting, Employee Administration, Time

and Attendance, Analytics, and Benefits Management

• Recorded and edited relevant uPerform work instructions, BPPs, and quick reference guides and simulations.

Utilized MS Office products to create standalone job aids, participant and instructor guides

• Developed Train the trainer (T3) materials, job aids, and quick reference guides for PowerUsers

North American Training Coordinator/Change Management Consultant

UCB Pharmaceuticals Smyrna, GA April 2011 – October 2011

• Provided change management and training management support for several sites located throughout the U.S.,

Canada, and Mexico. Worked directly with the PMO and key project sponsors based in Belgium to ensure

guidelines are met and to promote project transparency through key change management activities

• Worked with PMO and key stakeholders at each location to identify gaps and business impacts and develop key

communications and organizational development where necessary

• Utilized MS Project 2007 to manage training development and delivery timelines and Microsoft Office products

and RWD uPerform to create training materials for the Train the trainer, quick reference guides Analyze

systems and client business needs to make recommendations for requirements designs and overall solutions.

Supported training efforts throughout North America migrating three Legacy 4.7 systems to SAP ECC 6.0 for

13 domains, including Plant Maintenance, Warehouse Management/Inventory Mgmt, Purchasing, FICO,

Planning, Treasury, Packaging and Manufacturing, MDM, and SubToll.

• Administered needs and readiness assessments mirroring project timeline to ensure proper awareness and user

acceptance

• Developed, revised and implemented custom and standard training packages including presentations, handouts,

manuals, exercises, and other resource materials

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Professional Experience (cont’d)

Project Manager (Global Implementation) / Change Management / UAT Manager

Lenovo International RTP, NC August 2010 – March 2011

• Provided Project Management and Organizational Change Management for a multi phased, global

implementation. Managed the global project team in Japan, Australia/New Zealand, Western Europe,

Brazil/LA S, United States, and Canada for a multi million dollar implementation. Monitored and promoted

phase closure, conduct management cadence reviews, and manage the User Acceptance Testing process for end

users, partners, and internal personnel

• Managed third party vendor delivery and documentation for the global implementation of SAP CRM and SFdc

system integration into Relayware. Worked with the Service Product and Sales Teams to develop training to be

posted on Lenovo University to train and certify Lenovo service providers

• Reviewed and developed requirements based on deployment and resources in keeping with current functionality

and system enhancements for Sfdc’s Marketing and Leads and Account and Contacts functionality

• Worked with business and geography leads to develop business requirements. Re engineered current business

processes to utilize Salesforce.com’s Sales Tools, including Contract and Order Management, Lead Passing as

well as Marketing Automation tools for salespeople

• Reviewed scope and budget constraints in determining go live readiness, move to production, deployment and

cutover activities to support PRM system integration efforts. Directed solutions, testing, and training teams to

ensure that solutions have been examined and implemented with a holistic approach, as well as to ensure all

scenarios are being covered and accurate work & system processes are captured

• Interacted with Executive stakeholders and committee members to ensure that global messaging have been

scoped and properly communicated throughout the organization

• Provided guidance through all project phases and readiness assessments and scorecard results. Articulated the

business requirements and process gaps very clearly and in structured way and take ownership to move them to

closure.

• Maintained and reviewed test team selections and conduct training on issue/defect management tools and Sev

1/Sev 2 fixes for test exit criteria

Change Management Lead for Communications and Business Transformation for SAP America

Commonwealth of KY (Personnel Cabinet) Frankfort, KY February 2010 – August 2010

• Provided Organizational Change Management for SAP. Worked directly with the Communications and Business

Transformation work streams to provide proper change management by reviewing and defining OD requirements,

team building, implementing and managing the Change Agent Network (150+ employees), standardizing project

communications and examining the organization for key messaging and intent. Performed gap analysis and

transitional requirements

• Developed change management and communications plans highlighting individual work streams, key deliverables.

Utilized a Communication Matrix to track key messaging and global communications as a result of Business

Transformation tools, needs assessments, coaching plan feedback, sponsor roadmap, and audience analysis

• Identified and enabled reinforcement mechanisms for desired behaviors based on predefined change parameters

Tiffinye Y. Lee

Email: ****@*****.***

P a g e 7

Professional Experience (cont’d)

• Worked closely with Subject Matter Experts and Functional team to review end to end processes in various SAP

HR and Payroll modules, including Time Management, Org Management, Personnel Administration, and Benefits

Accounting and Administration. Utilized RWD’s uPerform to create and house BPPs, DTPs, and Test scripts for

the Training team. Organized and facilitate townhalls, focus groups, and roadshows to determine business

impacts, as is vs. to be, FAQs, and areas of resistance

• Conducted and communicated Developed and reviewed poster layouts for company wide communications.

Provided knowledge transfer to the Business Transformation and Communications Leads in support of a multi

phased rollout. Conducted Key Stakeholder interviews, utilize stakeholder mapping document to identify the

needs and scope of training requirements, collect project feedback through the use an agency scorecard, and

identify and communicate Lessons Learned to the project team as well as PMO/BPO for various meetings

throughout the organization

Change Management Lead/Senior Training Consultant

PSS World Medical Jacksonville, FL May 2008 – July 2009

• Provided Change Management Leadership in data migration efforts from Legacy systems to SAP. Developed

training materials and requirements. Assisted in Data Migration and Data Scrubbing efforts using SAP ECC 5.0

and 6.0 source data

• Utilized my functional expertise to make configuration recommendations within SAP modules tangential to Vistex

functionality. Identified stakeholders in the targeted affiliates, their critical level and priority. Managed medium

large scale projects, including sub contractors, internal Super Users, third party vendors, and IT personnel.

• Managed the technical direction of projects through initiation, execution, and closing in accordance with project

objectives Utilized Captivate 3 to develop e learning training materials. Collaborated with technical,

stakeholders, and design teams to develop Web and e mail campaigns and solutions.

• Utilized Vistex in conjunction with SAP FI and SD modules in support of the Billback process. Identified and

developed e learning materials to demonstrate the Order to Cash process and new system functionality for New

Hires and refresher training. Developed and delivered training on price protection processing and supplier

rebate processing guidelines

and functionality in keeping with their current business model

• Created PowerPoint presentations, flow charts and business guides emphasizing the requisition to check process

and how it affects each department. Defined system strategies and requirements. Defined training plan designs

and develop and implement test plans and change communications.

PeopleSoft 8.X/9.0 (SRM, Financial Management, Campus Solutions, HCM, and CRM modules), JD EdwardsOneWorld,

EnterpriseOne

Total Duration: 6 years

PeopleSoft Training Consultant

Radiant Systems Alpharetta, GA March 2009 – December 2009

• Developed training on PeopleSoft v9.0. Interacted with stakeholders in Manufacturing, Parts. and Tools

Departments to determine scope of changes and utilize real world scenarios in the preparation of ILT and CBT

courses

• Created job aids, BPPs, and work instructions using UPK OnDemand to accompany ILT, CBT training

delivery, and PeopleSoft Help integration. Developed and implemented client templates and style guide

Professional Experience (cont’d)

• Developed role based upgrade training for end users, subject matter experts, and management. Implemented

ADDIE methodology and Bloom’s Taxonomy in creating training materials. Posted deliverables to Sharepoint for

versioning

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• Identified slocs and virtual location procedures to address training needs based on end user duties and

locations

• Met with stakeholders to identify KanBan and Item Putaway/Picking procedures and IBUT/RMA processing

for Field Services vs. the Tools Department. Updated the process flows to identify PeopleSoft’s role and High

Jump system in the putaway matrix and Bin identification within the PeopleSoft system

SAP ECC 6.0 Modules: FICO, PM, CS (MAM), SCM, Logistics, SD, CATS, HR, TIME MANAGEMENT, PAYROLL, MM,

MASTER DATA MANAGEMENT (MDM), BOBJ XI, SOLUTION MANAGER, CRM, VISTEX with FI and SD functionality

Total Duration: 8 years

Organizational Change Management and Training Consultant for SAP DK and RWD DK

Vestas WindSystems, A/S Aarhus, Denmark/Western Europe July 2007 – March 2008

• Assisted in developing BPPs using InfoPak/uPerform for SAP Solution Manager, CATS, MM, HR, SD, MDM, CS

(MI MAM), and SCM (Logistics) modules. Created PowerPoint presentations, flow charts and business guides

emphasizing the requisition to check and procure to pay processes, approval workflow, and its interaction with

each department. Met with stakeholders to develop role specific training materials and scenarios to facilitate

training on the production planning and execution process

• Developed training and conducted role mapping discussions with Stakeholders in the manufacturing/logistics area

in Denmark and locations in the U.S. Utilized Microsoft Office products and RWD’s Infopak tool to develop job

aids, e learning, and quick reference guides

• Provided training on the correct issuance of purchase orders and notification handling of rejected bidders.

Created business process documents, gap analysis, new solution development, functional specifications, test data

creation and testing, test conversion programs and validate conversion loads

• Provided localization information for international training delivery. Coordinated and conducted Train the

Trainer classes for SMEs and Developers to deliver training throughout the US, Canada, Mexico, EMEA and

Asia Pacific

• Assisted with defining support procedures and providing Infopak simulation development, training and go live

support on the Mobile Infrastructure (MI) platform for Mobile Asset Management (MAM) and Mobile Time

Sheet (MTS) for Resource and Lead Technicians as well as Logistics and Supply Chain Management modules

for various business units within the Tools Department

• Communicated the dependencies between systems development and human performance work.

PeopleSoft Training Consultant

Georgia State Accounting Office/DOAS Atlanta, GA July 2008 – March 2009

• Developed and delivered training on various modules within the PeopleSoft Financials 9.0 system. Developed

training simulations using UPK (User Productivity Kit) and voice over training with Captivate 3

• Provided training and support for eProcurement, Purchasing, eSupplier, Strategic Sourcing, and Supplier

Contracts Management and Inquiry and Approval (Contract Library Management)

Tiffinye Y. Lee

Email: ****@*****.***

P a g e 9

Professional Experience (cont’d)

• Worked with state personnel, business analysts, change personnel, and upper management to document effective

business cases and procedures for UAT and training efforts. Utilized UPK authoring tool to develop e learning

and link Work Instructions and BPPs to the PeopleSoft Help menu

• Developed modularized training materials using PowerPoint, Job Aids, and simulations for end users, subject

matter experts, and agency Super Users. Developed materials for Train the trainer (T3) to ramp up agency Super

Users for just in time training.

• Provided training on system functionality as it relates to business processes, including voucher entry and

approval, Requisition entry and approvals, PO entry and adjustment, Req to Check process, General Leader,

Basic Inquiry, and Commitment Control

Training Consultant

Intrepid LS Seattle, WA December 2005 – March 2006

Attended Salesforce.com developer workshop to facilitate their client questions

Used Macromedia Captivate to develop SFdc training materials for use with client training delivery efforts

Reviewed process flows and scenarios to promote individualized training sessions

Training Specialist

Solvay Pharmaceuticals Metro Atlanta, GA March 2006 – June 2006

Trained and supported managers and field representatives on Livelink, Salesforce.com, and SFA tools

Identified Global Best Practices for Change Management Team. Utilized APEX, SFA system, to analyze

business trends, record calls, record samples, record time off territory

Worked with key stakeholders to audit process flows for business requirements and scenario development

OCM/TrainingProject Manager

Acterna Germantown, MD February 2005 – March 2006

• Developed and delivered PeopleSoft Financials, A/R, Expense Purchasing, CIC and billing courses and

curriculum using the User Productivity Kit (UPK) tool. Delivered material, job aids, quick reference sheets and

CBT tutorials and process flow documentation. Provided training and user support following go live on JD

Edwards EnterpriseOne and OneWorld systems

• Created UPKs using real world scenarios for companywide LMS and training labs. Integrated Work Instructions

and BPPs to the PeopleSoft Help menu using the UPK tool

• Facilitated training efforts locally and abroad to ensure proper localization training efforts are administered.

Created and conducted train the trainers (T3) sessions as Lead ISD/Training Lead to promote uniformity in

delivery and increase in delivery standards

• Worked with Subject Matter Experts and Super Users to identify salient information to provide accurate real

world training and scenarios

• Developed training materials for employees local and abroad for HCM and CRM modules, including Time and

Labor, Sales and Service, and Work Scheduling

• Supported the transition to One World/Enterprise One Systems. Provided current assessment to recommend

improvements to the ERP system and system implementation. Configured and setup of JDE One World. Identified

and documented system/user issues

• Worked with the Logistics team to identify and re engineer current processes to ensure proper use and support

and migration from JD Edwards to the PeopleSoft system

Professional Experience (cont’d)

Tiffinye Y. Lee

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• Collaborated with the Change Management team members to coordinate the training and ISD methodology

necessary to facilitate migration from legacy systems, InfoFlo and ManMan to PeopleSoft

Training Consultant

Altana Pharmaceuticals Coronado, CA February 2004 –January 2005

• Trained and supported various level users to use PeopleSoft Time & Labor Reporting for travel reimbursement

• Revised training materials and scenarios to provide training on Salesforce Automation tools to facilitate

Campaign Management, Marketing Enablement and Pricing Management

• Provided user training on Pharmaceutical guidelines and PDMA requirements for New Hires and refresher

training via Webex sessions, ILT, and blended environments

Learning Consultant (Lead Trainer)

Burnham Financial Services College Park, GA December 2001 – March 2003

• Developed and delivered systems training on Oracle Financials and JD Edwards homegrown system for recently

acquired companies

• Assisted with Change Management activities, including change release communications

• Trained clients on changes to the PO and Requisitioning process

• Provided training on the requisition/procurement process and systems changes being affected

Senior Training Consultant

Cingular Wireless Tamarac, FL January 2001 December 2003

• Created role based and scenario based training in keeping with Bloom’s Taxonomy and ADDIE methodology

for the Siebel CRM application

• Utilized LMS systems to facilitate and gather knowledge transfer and ROI through various phases of

Kirkpatrick’s Evaluation Model

• Delivered training in the areas of New Hire, Operational, Procedural, Product, and Process Reinforcement in a

call center environment

Training Consultant

The Business Center NY and NJ May 1999 – August 2001

Clients: Organon Pharmaceuticals, Akzo Nobel, Eli Lilly, Sepracor Pharmaceuticals, Dendrite, Stay in Front

• Developed custom training packages for specific financial institution audiences, including training setup guide,

instructor/student manuals, exercises, and assessments on LMS and intranet learning sites.

• Provided training on Dendrite Mobile Intelligence and Stay in Front’s CRM

• Created CBT training using On Demand, RWD (Infopak), Articulate, and RoboDemo simulation tools

• Assist in the revision and support of the teller sponsorship program

• Conduct various organizational development initiatives.

• Develop, maintain and deliver different stages of the lifecycle for Siebel projects through 7.7. Managed

Siebel/SFA system configuration, data scrubbing and migration through data loader apps.

Tiffinye Y. Lee

Email: ****@*****.***

P a g e 11

Professional Experience (cont’d)

Senior Learning Consultant

The Business Center Kansas City, KS/Columbia, SC March 2005 – December 2006

Clients: Pearson Education and Government Solutions, Medicare.gov/1 800 Medicare Call Center Initiative Training,

CMS

• Worked with the Change Management team to coordinate the training for external partners and third party

vendors

• Used RoboDemo and Saba to develop, maintain, and deliver training materials for CRM applications and

subsequent processes

• Designed and implemented lesson plans, including the research and creation of original training manuals for

employees encompassing a myriad of departmental objectives and management directives

January 2004 – March 2005 Clients:

The Business Center Atlanta, GA, Charlotte, NC

Regions Bank, Suntrust Bank, NetBank

• Trained consumers in a call center environment with credit card processing, business operations, sales, banking

and financial operations. Handled transaction training in a call center/sales environment

• Developed training materials using Oracle applications for backend operational processes

• Assist in training users on ATM and

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