Customer Service Training

DAWNMARIE B. CONBOY

** **** **** **** *** Fairfield, CT 06812 203-***-**** ****.**********@*****.***

Summary of Qualifications

Extensive project management, vendor management and process improvement experience

Professional experience in corporate training and operation environments

Customer service focused

Six Sigma trained and Green Belt project certified

PMP Project Management trained – certification candidate - 2017

Professional Experience

Senior Private Event Training Project Coordinator

Oracle Corporation - Stamford, CT 2007 - 2016

Managed the customer relationships and delivery coordination for high volume corporate training organization. The liaison between Oracle University sales, logistics, operations teams and the customer to insure high quality instructor led and virtual training.

Collaborated with cross functional internal teams to successfully coordinate and deliver 350+ technical and soft skills training classes each year.

Developed and implemented an orientation/mentor session for new Sales Representative to acclimate and coach them through the private event training request process; which reduced errors and cycle time for processing new requests by 30%.

Created and maintained process flow procedure guides for the event coordination team with step by step guidelines, including frequently asked questions to create consistency within the process.

Partnered with line of business Practice Managers and Directors to provide real-time forecasting and analysis reporting for budgetary purposes.

Senior Training Event Specialist

Hyperion Solutions Corporation –Stamford, CT 2004 – 2007

Championed customer training for profitable enterprise performance management software company. Primary focus was to schedule instructors, work closely with PC rental vendor, manage class LMS data administration, source materials, orient new instructors on process and finalize payments for various instructor led classes.

Coordinated ~361 onsite training classes with revenue of ~$4.1M. This included record-breaking months of onsite revenue during a time when the new version of training courses was being rolled out.

Reduced the use of external instructors by $100K by seeking out new internal instructors to teach Hyperion classes.

Converted the usage of in-house portable classroom equipment to a fully outsourced model with external supplier. Developed standard operating procedure guidelines and metrics as guidelines for success.

Initiated “work out” sessions to identify improvement areas within the onsite training process to reduce costs and non-value-added steps. This resulted in the creation and implementation of new onsite forms, cancellation policy, rush fee charges, and tailoring fees.

Manager, Learning Operations

GE Capital – Corp. HR - Learning Services, Stamford, CT 2001 – 2003

Managed the global delivery of over 600 training sessions per year to 12,000 learners worldwide. Led the process and improvement efforts for learner registration, billing, reporting, vendor management, contract negotiation and in-house training center operations.

Successfully led an outsourcing effort to India, which included setting up an infrastructure to migrate back-office processes. Established service levels with metrics and measures of success resulting in a resource reduction of 20%.

Participated on a project team to research, evaluate and select a new Learning Management System to provide global access to 300K learners. Assessed the needs, established design and functionality requirements, and conducted testing workshops to evaluate each of the systems. Presented a proposal to leadership team with a recommendation.

Proactively completed a Six Sigma improvement project to increase the use of internal training space by 20% or $256K through year-end. Potential savings of $1M in liquidations each year.

Recruited, managed and coached a staff of 7 Program Coordinators (2 international).

Facilities Manager

GE Capital Corp. HR - Center For Learning, Stamford, CT 1994 – 2001

Managed the facilities and training operations for high volume corporate headquarters training department. Responsibilities included office management, equipment deployment, space planning, structural renovations and cost saving improvement projects.

Human Resources contact for department of up to 50 employees; including interviewing, conducting new hire orientation, developing and communicating policies/procedures and maintaining systems.

Directed a $4M renovation project to expand training space into a state of the art 35,000 square foot, full service corporate conference facility servicing 20K customers per year. Upgraded technology capabilities and worked closely with architects, builders and food service companies to service the facility throughout the renovation process.

Automated meeting coordination process by implementing an event management system, which reduced month-end reporting and billing processing time by 50%.

Hired, trained and coached a coordination & administrative staff of 12; Included salary planning, goal-setting and annual reviews. Managed, on-site food service/conference staff.

Co-managed a customization global rollout of an on-line e-business awareness course in 4 languages to over 40,000 users company wide. Worked closely with translation and course developer vendor to insure consistency throughout the roll out process. Maintained mandatory compliance tracking for training managers around the globe for consistent reporting metrics.

Education & Training

B.S. Food Service Management – Johnson & Wales University – Providence, RI

A.O.S. Culinary Arts – Johnson & Wales University – Providence, RI

Six Sigma Quality Training/Green Belt Project Certification - GE Capital

Rewards and Recognitions

Customer Service Pacesetter Award - awarded two times - Oracle Corporation

Pinnacle “Trip to Asia” Award for Outstanding Performance – GE Capital

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