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Customer Service Training

Atlanta, GA
March 06, 2018

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**** ****** *****,

Decatur, GA

(H) 404-***-**** (C) 678.777.55220

Steven C. Denison


To obtain a position in a challenging and forward-thinking organization that will utilize my expansive training portfolio and experience.


Curriculum development and assessment

Create and maintain instructional materials including facilitator guides, program documents, workbooks, job aids and other learning resources.

•Instructional and curriculum design (ID) and development for both eLearning and instructor-led courses. Give feedback to assist in measurement and evaluation of training effectiveness, content, and participant satisfaction.

Client Support

•Support succession planning program – assist with management and tracking of program data and documentation including maintenance in the CornerStone Learning Management System (LMS).

•Built a healthy and collaborative relationship with key stakeholders, clients, and internal associates while working to bring teams to consensus, alignment, and actions to enhance the training session.

•Recommend appropriate applications/processes to improve the learning outcome and drive innovation.


• Highly proficient in Microsoft Office, MS LiveMeeting, MS SameTime, MS Lync, Cisco WebEx, Siebel, PeopleSoft (ADP), Kronos Timekeeping, Virtual Machine Ware (VM Ware), Virtual Network Computing (VNC) Viewer, Classroom Management Software (Lenovo) called LanSchool virtual desktop, Concur, CornerStone on Demand (LMS), CXone (NICE in Contact) Call Monitoring Software, and PeopleSoft (PS) - (All Payroll Platforms from ADP are PeopleSoft based.)

Knowledge Level

• 10+ Years of software training in Customer Service, HealthCare, Benefits, HR and Payroll platforms.


•Developed training manuals which were employed for the solution center to use for the temp to hire employees to better understand the ADP payroll end to end processing as well as the ADP PeopleSoft (PS) Enterprise eTime application

•Help more than 1300 participants reach their educational goals from Jan through Jun 2015. Each year maintained an average of 4.85 on my metrics score (5 pt. scale).

oObtained full certification on three separate ADP Benefit platforms (ADP Benefits, Benefits Set-up) and Benefits Management training)

oSelected as the primary trainer for a beta Enterprise V4 Virtual training (wasn't offered at the time) for a National Accounts client. Based on success was asked to conduct it twice a week for over a year. In addition, created a new course for the client -transitioned them to V5, and continued to support the client with virtual training saving approx. $20k in 1 year of expenses for the client.

oDue to an increase in end users, and rapid deployment I certified and trained our CS on the NICE in Contact call monitoring platform within two weeks to enabled faster proficiency for core users and managers on the new platform.

oSelected for upscale temporary associates training for Annual Enrollment project for four years in a row. Associates were trained on Benefits, Call Monitoring, Soft skills, Enterprise or PayForce payroll, Seibel, End-to-End Payroll processing, numerous benefits training databases and federal benefits websites for reference.

oPerfoms Administrator duties for SharePoint and Learning Management Systems.


SOUTHERN COMPANY GAS – Trainer, Gas Control (Aug 2015 – Current)

•Developed and maintain training materials for Operator Qualifications (OQ) and Control Room Management (CRM) plans.

•Managed Circadian Fatigue Mitigation program requirements and maintained records per the Dept. of Transportation (DOT) requirements.

•Worked with Manager, Gas Control, Supervisors, and Director, Gas Control to design and deliver all training to Gas Controllers related to the Supervisory Control and Data Acquisition (SCADA) system.

•Developed, managed and executed training, metrics for measuring training effectiveness, document and address any deficiencies for all controller training.

•Used role-playing, simulations, team exercises, group discussions, videos and lecture to instruct participants using blended learning.

•Created an MS Access database to track all training received by Gas Controllers to meet DOT reporting requirements.

•Developed and documented policies and procedures across seven Local Distributions Companies (LDC) regarding education and standardization within the department.

•Learning Management System (LMS), SharePoint and MadCap Flare (Course Dev.) administrator for Gas Control department.

AUTOMATIC DATA PROCESSING L.LC. (ADP) – Learning Specialist II – (Mar 2006 – Jul 2015)

•Responsible for delivering Instructor-Led (ILT) and Virtual (vILT) courses on technical and functional aspects of ADP's PeopleSoft based payroll products.

•Provide input to the instructional design team for enhancements and updates to existing curriculum and participated in the content development process to update, test, and edit training materials.

•Delivered functional and technical training to National Account Services (NAS) associates including new hire orientation, organizational overview training, system releases, job aids, process improvements and job-specific training.

•Applied adult learning theory to adapt learning styles of participants, applied facilitation skills to manage the group or individual dynamics to maintain an appropriate learning environment and ensure the objectives of the training are exceeded.

•Responded to participant questions and elaborate on training content using knowledge of products, business processes and roles and responsibilities.

•Confer with IDs on curricula effectiveness, made recommendations on changes to existing classes, development of new courses, identified opportunities to integrate curriculum among products as well as opportunities to blend curriculum to enhance scalability and operational effectiveness.

•Coached and mentored team members and certified other instructors on course curriculums.

United HealthCare (UHC) – Corporate Senior Trainer – (Apr 1999 – Mar 2006)

Delivered and facilitated New Hire Orientation and Communication training to all Customer Service Staff.

Performed as a local System Matter Expert (SME) during functional training.

Served as a primary trainer in classes where administrative supervision is needed with participants attending live and virtual learning.

Delivered coaching feedback to learners regarding corporate processes. Escalated cases to leadership and HR as needed.

Served as project lead for business-wide initiatives within training team to assist with new training roll out.

Maintained reports and analytics regarding training effectiveness for the training group.

Developed course and job aids as needed to enhance the learning of courses.

Conducted soft skills training to all satellite offices.

Created a job aid for the Comprehensive Online Software for Management and Operational Support (COSMOS) claims system

United HealthCare (UHC) – Southeast Customer Service Trainer – (Feb 1997 – Apr 1999)

Honorable Discharge Active Duty United States Air Force (SSgt)


•ADP Corporate Platform Skills Training Program 2006

•ADP Human Capital Management Certification 2014

Achieving Extraordinary Customer Relations (AECR), Coaching Extraordinary Customer Relations (CECR), Mentoring Customer Relations (MECR)

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