Manager Customer Service

Karen V. Rosenthal

*** ***** ***, ******* *****, NJ 07920

Phone # 908-***-****

***************@*****.***

Objective To obtain a challenging position in a Technical Training Specialist,Corporate

Training, or Training Coordinator role, where I can utilize my expertise in

training and adult learning theories and practices, as well as my excellent

analytical, project management, organizational, written and verbal

communication, and customer service skills.

IT Skills Applications

Concur Expense System, SAP Expense and Job Management System, Donovan Data

media systems, Datatech, Infopak; Working knowledge of MS-Office suite

including SharePoint & MS Project, as well as Word, Powerpoint, Publisher and

Excel; Functional knowledge of Captivate; Adobe Acrobat Professional; Adobe

InCopy, Adobe InDesign; Workforce Management tool, (Kronos) and Webex.

Education Bachelor of Science - Business Administration. Concentration: Advertising

Rider University, Lawrenceville, NJ, May 1996.

Curriculum included Business Administration core with a concentration in

Advertising.

Employment Enslow Publishers, Inc, Berkeley Heights, NJ. February 2010 to present

Current Position - Assistant to the Editor in Chief

Editorial responsibility includes but not limited to: Liaison between Enlsow

and production vendors in India; copy writing and editing; researching vendor

rates; managing Adobe InCopy to update status on series; collaborating with

both Editorial Manager and Editor in Chief to maintain target dates of series

publications.

Acts as single point of contact for two India based vendors

Responsible for management of FTP sites controlling downloading and uploading

of documentation

Copy editor for interiors and covers of series using Adobe Acrobat

Professional

Responsible for writing and editing new series proposal names and book titles

for republications

Lead cost reduction efforts of ePub and ePDF outputs by strategic negotiations

of vendor rates

Responsible for cost efficiencies on republications by working with free / low

cost sites

Interpublic Group of Companies, New York, NY. March 2004 to June 2007

Position: Technical Training Manager/ Instructional Designer

Responsibilities included: System planning, support and training for Concur,

Datatech and SAP; Evaluating the Concur travel and expense cycle to determine

key performance indicators to ensure adherence to company policies; Analyzing

standard operating procedures for effective quality control; Troubleshooting

training and development issues with end users; Managing the consulting team

from Infopak who collaborated with the IPG training team.

Responsible for system planning, support and on site training on Concur & SAP

to various IPG clients including high level executives

Collaborated and acted as single point of contact/liaison with the SME's,

Managers, PMO and application owners for ongoing project implementations

Worked in conjunction with the leadership team to outline training guidelines,

needs assessments and gap analysis for Concur, Datatech media systems or SAP

Implementation

Designed training and delivered documentation on Concur Expense Management

Systems and SAP

Developed and Managed Business Process Procedures (workflows) for Concur,

Datatech, and SAP

Used Adult Learning Methods, Theories and Practices, ADDIE Model

Independently managed, motivated and supported the consulting team

Provided assessments to PMO and Learning and Development team Manager on

Consultants progress and work on Concur and SAP implementations

Reviewed and created evaluation reports with Learning and Development Leads

Donovan Data Systems, New York, NY. October 1998 to May 2003

Position: Account Supervisor/Trainer

Responsible for system training and support to clients supported by Donovan

Data Media systems. Managed, prioritized and represented client project

implementations as well as instruct trainings

Installation and project management of new products and trainings with clients

Designed, developed and delivered training to clients on Spotpak, (local

broadcast/radio) Netpak, (national broadcast/radio) and Printpak (Magazine,

Newspaper, Trade, Supplement, Internet) media systems

Incorporated Adult Learning Methods, Theories and Practices, ADDIE Model

References Will be furnished upon request

Contact this candidate