Instructional Designer
Resume:
Heather Nelson Silverman
**** ****** **** ****** 585-***-**** Penfield, New York 14526 ************@*****.***
SUMMARY
I am seeking a position that will utilize my strong training, management, and customer service background. I have over 20 years of oversight experience, excellent communication skills, and a strong work ethic. I have experience running an efficient office while supervising others. I am a dedicated, motivated, and well-organized professional who will do whatever it takes to get the job done. I am open to travel and look forward to the excitement of learning about different cultures. I have a wide range of technical skills with a variety of software applications, including QuickBooks, Quicken, MS Office Suite, SalesForce, Adobe Connect, Adobe Captivate 9, and Adobe Storyline 2.0.
AREAS OF EXPERTISE
Training and Instructional Design
Traveled to multiple sites, both domestically and internationally, to deliver training curricula, from New Hire to Sales Development.
Facilitated numerous New Hire classes for Intuit QuickBooks, Intuit Web Advisors, ADP, and Quicken Work at Home.
Redesigned Intuit Web Advisors New Hire, ADP New Hire, and CloudSource Cablevision curricula.
Assisted in updating training curricula and media for Advanced Questioning techniques.
Designed and rolled out revamped New Hire curriculum for CloudSource Training on multiple client programs.
Created and supported executive-level virtual training environments in Adobe Connect.
Management
Contributed to Launch and Learn program for QuickBooks 2010 Advantage Plan.
Recruited, hired, and trained many quality employees in a staff of up to 40.
Assisted developing, training, and implementing a new physical inventory counting system.
Fielded administrative questions for other managers.
Increased sales to 15 percent over previous year’s sales.
Customer Service
Built and delivered curricula to improve Customer Satisfaction Scores in Philippine sites for AT&T Home Solutions.
Skilled at identifying customer needs and providing complete service.
Recognized by management for the highest 4th Quarter Customer Satisfaction Scores 2011.
Primary contact with vendors regarding outside repairs and special orders.
Fielded customer concerns regarding billing and service issues.
WORK EXPERIENCE
Training Specialist/Designer Sutherland Global Services Rochester, New York June 2012 – July 2017
Facilitated Sale Training sessions to Philippine agents and fellow Trainers using proven sales methods.
Facilitated New Hire classes for ADP Emerging Businesses Program and Quicken Work at Home.
Revised ADP New Hire curriculum.
Coordinated scheduling for current New Hire classes and Booster Trainings.
Assisted to revised Quality Assurance evaluation system.
Responsible for scoring Quality Assurance on sales and customer service conversations.
Senior Consultant Sutherland Global Services Rochester, New York February 2012 – June 2012
Contributed to Launch and Learn program for QuickBooks 2010 Advantage Plan.
Oversaw customer interaction and sales.
Responsible for continued development training for Intuit Web Advisors’ Build updates.
Training/Coach Intern Sutherland Global Services Rochester, New York July 2011 – February 2012
Became New Hire Sales Mentor to assist in training of new staff members.
Oversaw customer interaction and sales.
Facilitated several New Hire classes for Intuit QuickBooks, Intuit Web Advisors.
Responsible for continued development training for Intuit Web Advisors’ Build updates.
Redesigned Intuit Web Advisors New Hire curriculum.
Assisted in updating training curricula and media for Advanced Questioning techniques.
Intuit QuickBooks Agent Sutherland Global Services Rochester, New York November 2009 – July 2011
Front Desk Administrator Cornell's Jewelers Rochester, New York June 2004 – April 2009
Assistant Store Manager Build-A-Bear Workshop Victor, New York May 2002 – May 2004
Store General Manager World of Science Rochester, New York May 1997 – November 2000
EDUCATION
ViLT Master Level Sutherland Global Services Rochester, New York April 2016
LEAD 100 Graduate Sutherland Global Services Rochester, New York October 2014
Bachelor of Science Cornell University Ithaca, New York January 1995
PERFORMANCE HONORS
Leader of the Month Sutherland Global Services Demonstrating Core Value - People September 2013
Leader of the Month Sutherland Global Services Demonstrating Core Value - Leadership May 2013
Employee of the Month Sutherland Global Services Demonstrating Core Value - Integrity December 2011
REFERENCES AVAILABLE UPON REQUEST
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