Training Customer Service

Ramona A. Webster

**** ******** ***** **** ******** e-mail: *******@***.***

Lansing, Michigan 48906-3559 Cell: 517-***-****

STRENGTHS

• •

** ***** ** *** ********* environment. Documenting processes.

• •

26 years of training experience. Providing voice-over recording for web

• based training materials.

26 years of customer service.

• Custom course design and delivery.

• Managing large projects.

• Desktop publishing.

• Managing teams of employees.

• Producing materials for multiple release

• 8 years of technical writing experience.

projects.

• Software skills - Access, Adobe Acrobat Reader, Captivate, Excel, Internet Explorer, Leader

Guide Pro, Lotus Notes, Outlook, Photoshop, PowerPoint, Project, Publisher, RoboHelp,

SharePoint, SnagIt, Visio, Word.

EXPERIENCE

March 2010 VISION IT (DELOITTE)

– CONTRACT TECHNICAL TRAINER/WRITER

September 2011 Acted as a professional Trainer, Tester, Designer and Audio Recorder for

Pennsylvania, Allegheny County, Key Information Demographics System

(KIDS) and Master Provider Enterprise Repository (MPER) projects.

• Acted as Subject Matter Expert for various training subjects, including

accounting and court procedures.

• Documented concept and procedure changes in manuals, help

documentation and procedure guides by meeting and working with the end

users, legal department, Human Resources, Information Technology and

subject matter experts.

• Maintained a spreadsheet of all process changes from inception to

implementation.

• Provided the voice for web based training materials.

• Conducted training for the KIDS portion of all new Caseworker training.

• Provided training for MPER sessions with outside vendors.

• Conducted training for various modules of KIDS project releases.

• Tested new installations of the software for accuracy and integrity.

• Maintained class room materials.

• Maintained student records from enrollment through post course evaluation.

• Acted as Subject Matter Expert for the Help Desk, regarding KIDS

questions.

Ramona A. Webster Page 2

May 2008 VISION IT (DELOITTE)

– CONTRACT TECHNICAL TRAINER/WRITER

December 2009 Acted as a professional Trainer, Tester and Designer for the State of Michigan,

DHS Bridges Program.

• Produced classroom materials as needed.

• Produced webinar training materials as needed.

• Conducted Live Meeting web based training sessions.

• Conducted all modules for Administrative Support staff, 2 day course.

• Conducted all modules for DHS Specialist 5 day course.

• Tested new installations of the software for accuracy and integrity.

• Maintained class room materials and paperwork.

May 2007 MATTIE’S DINER

– OWNER OPERATOR

May 2008 Owned and operated a 58 seat diner, serving 80 to 175 meals daily.

Responsible for managing full daily duties. Strengths included running an

effective business that increased revenues by 40% during the operation

period.

• Scheduled a staff of 12 employees.

• Ordered all food and working supplies.

• Managed food safety.

• Conducted and supervised sales promotions.

• Trained new wait staff on restaurant functions.

• Provided bookkeeping with ingoing and outgoing expenses.

• Calculated payroll.

Ramona A. Webster Page 3

December 2001 ABN AMRO – LASALLE BANK CORPORATION

– COURSE MANAGER/TRAINING CONSULTANT

October 2006 Performed all duties of an instructional designer. Consulted with subject

matter experts and departmental groups to produce training courses for the

various departments. Strengths include desktop publishing of training and end

user materials resulting in effective training programs.

• Developed self study, interactive training programs, resulting in more

effective training at a savings to the corporation.

• Documented concept and procedure changes in manuals and

procedure guides by meeting and working with the end users, legal

department, Human Resources, Information Technology and subject

matter experts.

• Managed course trainers for all programs under my supervision.

• Created multiple manuals for four training course as part of a 3,500

person core retraining project.

• Acted as content subject expert and maintained all course materials for

core retraining project.

• Created and maintained the Disaster Recovery and Business

Continuity plans for the Corporate Training Department.

• Tested new development in project programs for end user use.

• Set the new corporate standard for learning materials. Produce stand

up training programs for the Midwest regions of ABN AMRO

Corporation.

• Maintained multiple projects, including the teller-training program. The

teller-training program is the largest of all projects and stands as the

foundation for Retail programs.

• Previewed and provide a recommendation for all new design software.

• Booked and schedule all managed courses for the year.

• Trained the trainers on all new or updated projects.

December 1998 MICHIGAN NATIONAL CORPORATION

– INSTRUCTIONAL DESIGN SPECIALIST

November 2001 Consulted with business units inside the corporation in order to provide an

appropriate training regimen.

• Wrote, designed, and produced interactive training programs.

• Documented processes by working with all departments involved from

inception to implementation.

• Negotiated contracts with outside vendors to provide various training

programs for the corporation.

• Provided testing assistance to program designers.

• Provided one to one training for the corporations Senior Executives.

• Maintained and adapted training programs to meet different learning

styles.

• Managed staff of seven in the absence of department director.

December 1995 SENIOR TRAINING SPECIALIST

– Assisted Training Specialists I - III. Consulted with smaller business units to

November 1998 produce basic training programs.

• Facilitated Achieve Global Leadership programs.

• Maintained Teller Training course materials.

Ramona A. Webster Page 2

December 1992 TRAINING SPECIALIST III

– Provided Training for Michigan National team members. Increased and

November 1995 maintained branch staff skills through training and updating of employees.

• Provided assistance to under staffed branches.

• Provided support for Teller Cash Dispense units to branches, technical

and help desk areas.

February 1989 TELLER I / TELLER TRAINER

– Provided in branch training support for new hire tellers. Provided World Class

November 1992 Customer Service to bank customers.

• Processed various customer transactions.

• Cross-sold bank products.

• Supervised branch teller staff of eight.

• Demonstrated cross selling techniques of bank products and services.

June 1986 SNEEKER’S RESTAURANT

– MANAGER /WAIT STAFF TRAINER

February 1989 Managed staff of twenty employees.

• Conducted and supervised sales promotions.

• Trained new wait staff on restaurant functions.

EDUCATION / AFFILIATIONS

MICHIGAN STATE UNIVERSITY, East Lansing, Michigan

BACHELOR OF SCIENCE, ENGLISH - TELECOMMUNICATIONS (dual major)

ACHIEVE GLOBAL

INSTRUCTOR CERTIFICATION

CAPITAL AREA LITERACY COALITION

CERTIFIED TUTOR – English as a Second Language

SEXTON ALUMNI ASSOCIATION

SECRETARY OF THE BOARD – 2012

ADDITIONAL

References and additional information are available on request.

Contact this candidate