Customer Service Management
Resume:
Brian Kennard
Fort Worth, Texas 76118
********@*****.***
Areas of Expertise
An intuitive, innately collaborative professional seeking to leverage diverse technical skills, a strong ability to
manage multiple projects and teach on many platforms, expertise in adult learning, successful hands-on
experience in operations management, planning, workflow organization, space utilization, research analysis, and
investigations. Have the ability to teach adult learners producing company objectives. Desire challenging
position as corporate trainer using organizational development learning theories ten years of teaching experience.
• •
ADDIE Teamwork & Communications
• Adobe Captivate
• •
Adult Learning Methodologies Authoring Tool Software
• •
Training Development Lifecycle Strategy Development
• •
MS Office Organizational Communication
• •
Multitasking Collaboration Relationship Skills
• •
Program Management Bloom’s Taxonomy
• •
Software MS Office, Visio, SAP MM, PP, Organizational Development
•
SCM Sales Channels
• Onboarding
Selected Competencies and Accomplishments
Sales management
Resource management - Possess proven problem solving and resource allocation skills needed to meet goals.
Maintain a well-organized team, cross training team members to be more efficient. Cultivate awareness and self-
actualization of personnel, building increase investment in operations by all staff
Process Implementation – Ability to anticipate unique requirements or potential roadblocks in all situations.
Promote an environment of continuous improvement and learning to deliver exceptional results Streamline
communication and implementation channels to quickly effectively meet customer and organizational needs
Teamwork & Communications – Highly experienced in building a unified team environment, through
leadership, employee empowerment and continuous learning. Acted as liaison/change agent between
stakeholders, senior management and government bodies
Customer Training - Recognized for ability to educate, train, lead, evaluate, and motivate personnel at all levels
Time management - Excellent time management skills; capable of liaises and manages and manage business
relationships
Presentation Skills
Ability to use software and hardware to pitch presentations to executive decision makers
Excellent communication orally and in writing with strong presentation skills
Ability to communicate scientific knowledge to one’s level of understanding
Statistical Analysis and Market Research
Use financial reports, budgetary planning, and cost control strengths; incorporated statistical analysis RPT,
Monte Carlo
Developed reports to utilize in marketing, forecasting, trending and results analysis
Strategy Development
Fulfilled customer segmentation and analysis requests in deadline driven environment
Analyzed marketing requirements and translated them into technical specifications\
Uncovered opportunities to acquire market share from major competitors by analyzing consumer sentiment data
and competitor sales data
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Education
2011 Keller Graduate - M.S. Project Management Honors 3.90
2009 Devry University - B.S. Technical Management Honors 3.50 Tele/Data Communications
2004 Community College of the Air Force - Assoc. Thermodynamics
Employment History
Rush Enterprises Inc. (Contractor) 12/ 2013 – Present
Corporate Trainer / Business Systems SAP
•Technical writer
•Trained SAP Supply Chain Logistics
•SAP corporate trainer (Logistics SAP)
•Cycle Implementations
•Worked closely with the warehouse training team/distribution warehouse
•Trained in SAP by Corner Stone LMS
•Studied for full certification of SAP SCM
•Knowledge of adult learning teaching methodologies and instructional design mechanics (O.D.)
•Delivered SAP training to end users
•Performed management training to managers
•Excellent interpersonal, written and verbal communication skills
•Proven ability to build, manage and foster a team-oriented environment
•Develop and review functional design, development and testing documents and ensure uniform design,
cross-module integration, best practices, and that compliance requirements are met
•Assisted with event logistics and planning
•Strong project management, communication and influencing skills
•Ability lecture students in a classroom environment
•Experienced with E-Learning
•Provided training content to Users/Create simulated training environment
•Facilitator of individual training, group instruction
•Analyzed scope of training development and coordinated schedules
•Assisted in delivering end-user training following end user development guidelines
Kennard & Kennard LLC
12/2008 – 12/2013
Consultant
• Clients were cold storage, warehouse, distribution, action warehouses, using R.F.I.D., and SAP POS
Label system.
• Trained in the use of Adobe Captivate for E-Learning purposes
• Clients revenues were in the millions of dollars.
• Recruited team members used project management and M.B.O. management styles
• Performed training in H.R. Onboarding.
• Create process and policy manual for clients
• Created blueprints, sketches, engineering drawings and notes, manual, Quick Reference Guide, How to,
FAQ, Procedure Manual, Policy Guide, Admin Manual, Process Demo, Online Help, Technical
documentation.
• Worked with teams to ensure they understood business processes/change management.
• Taught ISO 9001:2008
• Used blended learning programs /E –Learning
• Worked with Corner Stone on Demand
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• Created exercise that simulated the knowledge that was need to train trainees for related job
• Audited Sap training material factual and accuracy of the training materials.
• Performed technical writing creating new updated training material
• Used Addie, Blooms, and adult learning styles to increase learning among trainees.
• Lead classes that trained the trainer so that trainers were up to date on instruction
• Worked in teams to facilitate the review.
• Process Documentation (Technical) - How-to-articles, admin/user guides, troubleshooting guides training
manuals, use cases.
• Overview of Uperform.
• Oversaw the design, creation and implementation of documentation including on-line help pages, user/
reference manuals, e-mail support responses, and technical training documentation.
• Worked with warehouse personnel concerning SAP training.
• Managed the development, update and rollout technical and customer support articles
• Conferred and collaborated with Project Management, Product Management,
• Worked with Product Marketing in creating and reviewing post-acquisition customer communications
such as emails, newsletters, and announcements
• Worked with other CRM personnel to summarize CRM requirements (including electronic support, phone
support & registration, fulfillment, etc) for new products and services, and present high-level
documentation to business teams.
• Defined scope of work; estimate and monitor schedule; report progress against plans on a weekly basis.
• Regularly audited the support site and recommend and implement changes that enhance CRM’s ability to
provide responsive, reliable, and high quality customer support in a cost effective manner.
Worked Part time
United States Air Force 02/2001 – 11/2006
• Trained in Supply Chain and Logistics
• Supported logistics & Supply to national security readiness.
• Received training for distribution and manufacturing to maintain readiness of operations.
• Received training in 9001:2008
• Trained in SAP to insure compliance of all material supply functions.
• Trained in Addie.
• Trained in teams to support special forces work as a team move as a team.
• Strong organizational skills, great communication skills verbal and written.
• Strong attention to detail able to operate independently as mission calls without minimum supervision.
• Training officer, knowledge of adult learning teaching methodologies and instructional design
mechanics.
• Ability to communicate to all stake holders of the process of the projects.
MARY KAY COSMETICS, Dallas, Texas 06/2006 – 02/2008
Technical Analysis
•Provided business analysis skills focusing on diverse hardware, software, and Internet problems.
•Diagnosed, interpreted, and resolved tier I, II, and III technical problems.
•Excellent communications skills.
•Skills Handled follow up calls and entered detailed documentation into proprietary software system.
•Performed troubleshooting, installations, and testing of software for operations team to resolve issues.
•Assisted the sales force on product information prior to purchasing new computer systems.
•Led and implemented special project that created e-mail templates in Microsoft Word.
•Selected to train new hires on proprietary software system, customer service, and company policies.
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•Researched technical resolutions for meetings with senior-level management team
•Present presentations to management on all levels of computer software and hardware solutions
•Worked on special project to upgrade the warehouse operations from COBOL to more modern software.
•Trained the warehouse associates how to run SAP.
•Technical writer / Corporate Trainer
•Prepared all documents to send to senior management concerning progress of the project.
ICEE USA, Dallas, Texas 01/2005 – 11/2006
Customer Service / Maintenance Technician
• Traveled assigned territory to ensure repair, scheduled, and preventive maintenance of ICEE equipment
meeting clients SLA’s
• Built customer rapport, over seen customers inventory of product ordered replacement stock for customer
through PDA system
• Assisted with special projects, expanded market share in established territory, assisted in field surveys
• Planned and implemented travel schedule for assigned territory 100% travel
MICHAELS ARTS AND CRAFTS, Dallas, Texas 08/2001 –07/2004
Accounting / Procurement
• Following GAAP performed day to accounting functions in assigned territory of 200 stores nationwide,
using PeopleSoft
• Reconciled individual store accounts to the general ledger
• Reviewed and reconciled quarterly and annual inventories from stores
• Trained store level book keepers in managerial accounting and audit procedures
• Created reports that tracked and monitored loss prevention that led to a saving of $50.000 in quarter
• Collaborated with multiple vendors to resolved invoice discrepancies accounted for saving of $500,000 in
giving fiscal year
• Provided leadership to 20 staff handling special projects for the department
Other Relative Experience
Orkin Pest Control - Territory Business Development
AT&T Tele Community Center - Technology Development Trainer
United States Navy - Training Officer
Awards
EPA Level III Licenses
Navy Accommodations and Letters of Appreciation
Air Force Outstanding Unit Award
Air Force Meritorious Service Medal with 1 Oak Leaf Cluster
Global War on Terrorism Service Medal
National Defense Medal 2 Oak Leaf Clusters
Cold War Service Medal
Humanitarian Service Medal.
Dean’s List
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