Credentialed Trainer
Resume:
JENNIFER MILLS
Stockbridge, GA 30281
********.*****@*****.***
CAREER SUMMARY
Talented, results-driven project leader with a commitment to providing dynamic leadership and
development to ensure a competitive advantage in the global marketplace. Self-motivated individual who
offers excellent communication skills, computer proficiency and an understanding of organizational
strategies to help meet corporate objectives. Key skills:
* Problem Identification & Resolution * Team Building
* Systems Implementation * Leadership Mentoring
* Communications * Large and Small Group Facilitation
* Motivation / Coaching * Organizational Improvement
* Process Improvement * Customer Service
* Operations Management * File Management and Dialer Strategy
WORK EXPERIENCE
WellStar Health System – Presently Employed
Epic Willow Credentialed Trainer
Prepare end users to switch, with minimum disruption, to EPIC Willow Documentation and Orders
• Facilitate training for pharmacists and Pharmacy Technicians in Epic Willow software and inpatient
order entry
• Training conducted in large and small group settings for all classes
• Deliver group instruction and one-on-one support at go-live
Center for Business Solutions Domestic and International 2008 to July 2013
Helps clients build and sustain major improvements in call center performance, morale and profits,
quickly bringing our expertise and experience in Best Practices to 15 Fortune 500 companies in 16
countries.
Project Leader – 2008 to July 2013
* Mentor operations management in call centers collecting bankcard, mortgages, car and equity loans
* Provide performance assessment and training to collection call centers
* Manage evaluators during site visits
* Act as a liaison between client site operations leadership and CBS leadership
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JENNIFER MILLS Page
OSI Collection Services Duluth, GA 2002 to 2008
Nation’s leading provider of business process outsourcing services designed to boost client profitability
through strategic receivables management with 65 offices in 25 states.
Senior Operations Specialist-Rapid Deployment Trainer – 2002 to 2008
* Managed 20 plus account representatives in call centers collecting government, bankcard and telecom
* Assumed and handled escalated calls in call centers collecting government, bankcard and telecom
accounts
* Managed collection queues and collected on delinquent accounts
* Coached and developed operations leadership and account representatives in call model skills
* Implemented employee training programs and testing for FDCPA compliance and collection skills.
* Conducted training and certified management team in collection skills and coaching & development.
* Traveled extensively for company roll out of management training and development systems
* Traveled extensively training operations leadership in performance reports and process improvement.
* Traveled extensively training operations leadership and representatives in
* Trained staff in Client (Bankcard, telecom and government) proprietary, WIN and Microsoft systems.
* Provided representatives and management team training for requesting and interpreting reports
* Designed, developed and implemented training aids and manuals for operations
ACTION LINK, Duluth, GA 2004 to 2005
National provider of technical support, sales and marketing.
Networking Specialist
* Provided customer service and technical support for project.
* Trained new hires in sales and technical support.
* Partnered with local operations and national sales manager to develop strategies to increase sales.
* Set up wireless networks.
* Provided troubleshooting for wireless networks.
INTERACTIVE COLLEGE OF TECHNOLOGY, Gainesville, GA 2003 to 2004
Private college offering associates degree in several emerging professional and technical occupations.
Instructor
* Taught students to speak English as a second language.
* Taught students to use Microsoft Office, and complete programming in Visual Basic, Java, C++,
HTML.
* Provided instruction for communications and personal development skills.
* Provided instruction in Microsoft Office
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JENNIFER MILLS Page
SEARS CREDIT, Tucker, GA 1999 to 2002
Credit services group for Sears retail credit card.
Account Representative
* Used excellent customer service skills to assist clients in making payments or payment arrangements
and ensuring business objectives were met.
* Completed skip tracing to locate customers and verify assets.
* Assisted team manager in requesting and interpreting reports on roll rates, team and individual
performance.
* Assumed and handled escalated calls from difficult customers.
MILITARY 1989 to 1992
Communications Specialist
324th Signal Battalion, Army Reserves, Athens, GA
* Performed administrative assistant duties.
* Set up communications networks.
* Trained soldiers on perimeter defense.
EDUCATION
BS, Computer Information Systems, DeVry University, 2003
TECHNICAL SKILLS
Software Applications
Microsoft Word, Excel, Access, Visio, Publisher, Power Point, Project Manager
Hardware Experience
IBM PC Maintenance
Installation and configuring wired and wireless networks
Programming Languages
COBOL, C++, JAVA, MFC, SQL, PL/SQL
Databases
Access, Oracle 8i
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