Heather Nelson Silverman

**** ****** **** ****** 585-***-**** Penfield, New York 14526 ac2lij@r.postjobfree.com

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

Contact this candidate