Customer Service Manager

JEANMARI E GARDNER

*** *. ***** ****** *************, PA 17011

Phone: 717-***-**** Email: **********@****.***

Professional

Profile:

Experienced tech-savvy professional with more than 30+ years within various levels of government and private industry, exceeding performance standards in an ever-changing technical environment. UAT testing, Policy review, Training Development in support of governance and regulation. Specific skills include:

IBM ClearQuest Client/RMT-

knowledgeable

PerformanceSupport Authoring tools:

ANCILE uPerform®, Camtasia,

Articulate

Microsoft Office Suite Proficiency:

includes Visio for process analysis

Policy and Regulation Analysis and

Application: local, state, and federal

government within Transporation and

Unemployment Compensation

Project Coordination and

Management

Oversee / develop mass training initiatives;

long-term maintenance programs

Proficient in learning new software Excellent communication skills: written and verbal

Professional

Accomplishments:

Staff Development and Training Management

Incorporated practical and theoretical knowledge of UC Law (and its application), along with an innate ability to developed complex, multi-tiered training packages for state-wide dissemination (up to 1500 personnel) on a monthly schedule

Skillfully employed Adult Learning Theory and regularly trained subordinate training unit staff

Participated in NASWA-driven training improvement program driven to ensure success meeting USDOL performance standards

Created multiple training manuals in excess of 200 pages for the modernization project, as well classification-specific segments for Adjudication and Benefits

Initiated and developed a video library for use by employees in Benefits and Adjudication available on demand through the intranet within L&I using various software application

Researched and acquired various software licenses never used before at L&I such as TechSmith Camtasia and ANCILE uPerform®

Spearheaded the use of Visio for project planning and training aids, as well as heavy use of MS Excel for use in tracking of metrics and training

First to establish, implement and maintain a comprehensive Standard Operating Procedures for all training within the Benefits bureau for training managers across Pennsylvania

Created on-going training for assigned state-wide training standards for training managers, to include writing standards when creating materials

Primary state-wide training lead for Benefits and Policy staff (approximately 1500) responsible for compiling, delivering, and tracking Modernization (Release 1), as well as establishing all logistics for training sessions. This package included PowerPoints, an Instructor manual, hands-on packets and an End-User Manual Technical Testing Lead – Project Coordinator

During a 2-year assignment to the Unemployment Compensation Modernization project, served as a team lead for writing scripts and UAT testing Jeanmarie Gardner 7/24/2017

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Prior to assignment reviewed and analyzed supporting Use Cases and existing documentation against current policies and regulations to ascertain potential changes to tests scripts

Quickly learned how to use and trained other L&I modernization staff the required testing software: IBM RMT/Clearquest

As team lead, directed, monitored and reviewed scripts to be entered into RMT and then did same during UAT testing phase

Participated in management-level meetings with dual roles as a SME for scripts and testing, as well as Head of Training

Integrally worked with third-party in developing approximately 200 courses regarding Release 3 End User Training

Travelled across state to field offices to conduct multiple, multi-day training sessions for R3

Resource Manager

Personnel Management – over 30 have overseen staff from 5 to 120

Logistics Management – have effectively overseen world-wide movements of personnel, real (durable goods), as well as coordination of large group presentations and trainings

Fiscal Management – managed budgets in excess of $2 million (as Transporation Manager – Military)

Project Management – overseen multiple projects, tracking progress, establishing milestones

Work Experience: OUCB Staff Development Head (Program Analyst 3): Pennsylvania Department of Labor & Industry, Office of Unemployment Compensation, Harrisburg, PA; 4/2011 – 10/2015

Staff Development Specialist (Program Analyst 2): Pennsylvania Department of Labor & Industry, Office of Unemployment Compensation, Harrisburg, PA; 12/2009 – 4/2011

Intake Interviewer (Call Center): Pennsylvania Department of Labor & Industry, Office of Unemployment Compensation, Harrisburg, PA; 3/2009 – 12/2009

1995 – 2009:

Virtual Call Center Customer Service and Help Desk Representative for Apple, Sears Holdings, Interval International

Customer Service: Williams-Sonoma Call Center

Independent Contractor for Web-based services

Educational Development Manager for Non-Profit Education Agency

Transportation Manager: Fresenius Dialysis Distribution Company Military: US Army (active) – 1982 to 1989; Reserves 1990 to 1992 (Desert Storm 1990-1991)

Education: SUNY@Stony Brook: BA (PSYCH-Early Childhood Development; Minor - English)

Military: Officer Basic/Advanced Courses; various mid-management and senior management courses

Languages: French Linguist; Fluent non-technical German

Continuing Education: Medical Coding Certification (currently enrolled); Spanish; TEFL certification

References: Available upon Request

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