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Customer Service Training

Boston, Massachusetts, United States
August 23, 2018

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** ****** **. *** #*, Brockton, MA 02301

857-***-**** CELL


Professional with twenty years corporate experience including training, data analytics, financial, and human resources. Demonstrated skills in problem solving, delivering various in-person trainings, verbal and written communications, and excellent customer service support. Thrives in dynamic situations managing multiple tasks and personalities.


2013 – Present

Compliance Training Specialist Biogen Cambridge, MA

Responsible for onboarding and managing the Outsourced Service Suppliers and Contractors for the North American Facilities Management group within Biogen. I worked closely with HR and Hiring Managers to ensure this process run seamlessly and background screenings are completed within time restraints and all other paperwork and requested item services are administered. In addition, I assigned and track training curriculums based on job function of contractor to ensure we remain compliant to adhere to our company policies

Possess subject matter expertise in ISOTrain, Success Factors, and Field Glass including running reports, assigning training requirements, CBT/Flex Curricula program, and processing various training records from customers.

Developed and implemented training metric tool for managers to quickly identify overall percentage of mandatory completed training requirements for their team resulting in an increase from 85 to almost 100% mandatory training compliance.

Serve as training liaison between Operations Technology & Innovation (OTI) team, Global Facilities Management team (GFM) and Global Quality Training to ensure timely responses to training inquiries and ensure that customers are kept up-to-date on critical changes related to the CBT Training Program.

Work with key customers to identify pain points related to contractor on-boarding including partnering with all process owners to mitigate areas of redundancy and waste that can be eliminated thereby reducing the time spent on onboarding.

Lead weekly cross-site training coordinator meeting to share best practices, communicate changes and updates to the CBT program, and answer questions from other training coordinators to ensure alignment when responding to customer inquiries

Maintain Data Entry in BU (Biogen University System) and Track HR Connect Intake Forms to create new Curriculum(s) and update, add, or delete changes to existing Curriculum(s) for area management across sites. Run quarterly reports for managers to quickly identify overall percentage of completed training requirements for their team.

Present training metric updates to Senior Staff as needed.

Consult with the managers and supervisors in to assess training needs and assist in developing programs to match these needs. Continually evaluate procedures to monitor and analyze course effectiveness and update curriculum as needed.

1998 – 2012 Dunkin’ Brands, Inc., Canton, MA

Fleet Administration – US, Canada, UK (2006 – 2012)

Developed/updated company car policies and procedures to ensure that all fleet drivers were in compliance at all times.

Managed transportation budget including monthly metric spreadsheets to ensure fleet was operating efficiently and within budget.

Negotiated contracts with external suppliers to build yearly vehicle selectors by category and approved all vehicles in system.

Provided cost savings by creating a vehicle rotation program to manage cost and maintain budget.

Audited and processed fleet monthly invoices; audited monthly reports (fuel, accidents, and maintenance) to ensure driver compliance.

Implemented a personal use charge policy of $100 monthly per fleet drivers which resulted in a $500,000 annual savings in the operation of the company car program.

Managed and provided excellent customer service to 500+ fleet drivers; communicated regularly with leasing company to resolve issues on a timely basis.

Benefits Analyst (2006 -2012)

Delivered new hire benefits training for all new hires.

Partnered with on-boarding recruiter to assist hiring managers and new hires achieve seamless and successful on-boarding experience which included the coordination and drafting of new hire checklists; ensuring updated content in new hire packages as well as updating new hire portal.

Responsible for communicating with hiring managers to ensure they understand and complete their benefits on-boarding tasks; served as point of contact with hiring manager or new hire to ensure resources, access, and information was received in a timely manner.

Partnered with Corporate Communications to ensure critical updates related to benefit plans were communicated in a timely fashion.

Audited monthly benefits enrollment reports from Oracle against vendor invoices/reports. Investigated and resolved discrepancies as needed.

Managed customer service helpdesk which provided support around benefits and compensation resulting in maintaining a consistent 24 hour SLA.

Staff Accountant / Accounts Payable (1998 -2005)

Reviewed, batched and entered invoices into Oracle system on time to maintain vendor payment schedule.

Coded invoices to appropriate General Ledger accounts.

Prepare month end accrual.

Managed employee inquiries related to accounts payable.

Prepare weekly check payment run including matching checks with supporting documentation, obtaining signatures and mailing checks.

Reconciled month end A/P accounts against general ledger for discrepancies and prepared and entered journal entry adjustments in system.


Associates Degree, Business Management – Newbury College, Boston, MA

Company-sponsored courses: Basics of Employee Health and Welfare Plans (2011); Business Writing (2011); The Conference for Women – Skill Path Seminar (2006); Positive Power and Influence (2002); Dale Carnegie Course (1999)


President / Founder of F.I.R.2.E (Females In Route 2 Empower) established in 2012 – is an organization dedicated and devoted to women that celebrates health, and nutrition using a holistic approach for optimal balance and well-being.

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