Customer Service Training
Resume:
Earl A. Harris
ace0aw@r.postjobfree.com
DUNWOODY, GA 30338
Executive Summary:
Trainer / Technical Writer with over 10 years' experience training,
technical writing documentation for end user personnel and Business
Continuity. SAP functionality user guides. ERP, CRM, uPerform content
management ILT and VLT training content development, sales and marketing,
social media applications, customer service, and corporate policy and
procedure. Dedicated and focused on prioritizing all document training
directives and exceeding client and end user expectations. Excels in all
documentation developed training situations, including startup, continuing
education, or conversion. Develops and grows positive relationships with
client and colleagues at all organizational levels.
SAP HCM Trainer / Technical Writer CCSI / SAGE
02/14 - 03/14
Documented, edited, and maintained end user training manuals for SAP HCM
functional and technical simulation tools and Captivate content management
system. 75% Travel.
> Created online help systems and reference manuals. Worked with graphic
artists, programmers and testers to develop end user documentation, end
user software and hardware manuals.
> Gathered business requirements and documented them in a language
understood by both IT and business teams via Captivate content management
tool.
> Documented process flows, business rules, tasking and notifications.
Proof read reports and application guides.
> Researched, wrote, and revised material in assigned subject areas. Wrote
content for all SAP HCM business processes MSS, ESS, Organizational
Management, Payroll, HR Master Data, Time and Position Management, and
Reporting user guides.
Training Content Developer (uPerform), GP Strategies / NAPA Auto Parts
10/13-11/13
Documented corporate policy and procedure manuals for NAPA Auto Parts RPM
division.
> Designed and developed support utilizing the uPerform authoring and
content management tool for the RPM (Real-time Parts Management) system
that the company was deploying. Supporting system functionality included
mostly front counter (point-of-sale, order management, etc.) and back
office (inventory management, invoicing, etc.) that would be used for a
retail / parts management system.
> Supervised technical writing project team members, subject matter
experts, and training for OCM leadership to assess current state of the
system against the training that had been developed to date, update
existing documentation, and develop additional functional and technical
content to support the system deployment. 25% Travel.
Trainer / Technical Writer SAP HR (Energy), National Grid, US, Cities
12/12 - 09/13
Post Go-Live Support for SAP Human Resources Implementation. Union Payroll
and Benefits Analyst for National Grid Electric and Natural Gas Company.
100% Travel.
> Conducted one on one meeting with employees for advanced analysis of SAP
Payroll functionality, master data and transaction flow onsite at several
locations in the Northeast.
> Documented, trained and assisted end user SAP payroll policy and
procedures. Resolved a severe back log of over 14,000 entries and policy
and procedure documentation with uPerform content management tool.
> Wrote and produced technical and functional user guide modules with IT
and end-user professionals, supervised SAP subject matter experts in the
area of Payroll to review and update the training documentation . Created
efficient processes for SAP payroll resolution.
> Facilitated one on one training with new hire Analysts on corporate
resolution protocol, SAP User Interface, Microsoft Access, and Web Wage
Tool.
> Worked with the technical support teams to provide input and coordination
of activities related to defect resolution. Managed QA special projects
for New England Electric division.
> Project Lead for multiple northeast locations for hardware conversion.
> Site Lead for SAP HR Payroll Field clinic, managing 12 resolver
resources. Provided strong analytical abilities, communication and
interpersonal skills
> Delivered activity matrix which detailed daily appointments, payroll
trending anomalies, and outstanding defect issues.
05/12 - 08/12
> Trainer/ Technical Writer and Branch Lead/Core (Financial), Morgan
Stanley Smith Barney Conversion, Process writer and trainer and Morgan
Stanley Smith Barney. Responsible for all technical and functional
aspects of desktop training documentation for branch users; all
applications, systems and tools agnostic of the product, service or
generic aspect the application supports (3DCore & iWin). 100% Travel
> Wrote and produced technical and functional user guide manuals.
Communicated with subject matter experts and client management regarding
documentation results.
> Prepared and conducted 100% of the support and coaching sessions outlined
for each user.
> Scheduled and conducted daily ILT classes. These sessions included one on
one, classroom, and small group training sessions.
> Held Q and A sessions for the use of 3D platform within the scope of the
support and coaching throughout the scheduled assignment.
> Responsible for any assigned duties before, during and after training
(e.g. daily pulse, branch metrics, etc, and other items as assigned.)
> Provided ongoing updates of support and coaching for functional
efficiency.
> Worked remotely on assigned topics including attending virtual training,
Knowledge Link and other special projects as assigned.
> Utilized SharePoint site for MSSB communications and functions.
> Provided feedback to ensure that the training team is following
established operational guidelines via Daily Pulse and Weekly Metrics.
03/12 to 05/12
Trainer / Technical Writer (Financial), Morgan Stanley Smith Barney
Conversion, US, Cities Technical Writer/ Trainer (Integrated Windows) and
Branch Lead for a Short Term Conversion Project with Morgan Stanley for
their new platform3D. Cut 3 . 100% Travel
> Conducted ILT classes on the iWin Platform as an introduction prior to
weekend conversion.
> Initiated Q&A sessions on use of the iWin platform within the scope of
the support/coaching in each branch.
> Conducted ILT classes on Microsoft 2012 Office, Word, Power point, and
Excel.
> Customized all user interfaces for iWin Desktop to ensure the Brokers and
CSA can obtain a seamless transition post conversion.
> Delivered onsite desk side support and training for the MSSB Wealth
Management Group.
> Led the data migration process for non-migrated fines.
> Implemented Utilized SharePoint site for many MSSB communications and
functions.
> Provided feedback to ensure that the trainer team is following
established operational guidelines via Daily Pulse and Weekly Metrics
Customer Service Trainer
06/10-11/10
Ryla Teleservices, Kennesaw, Georgia
> Resolved wireless voice and data systems issues for AT&T small business
customers. Handled helpdesk requests and billing queue. Promoted to
proprietary Training Manager for new hires and supervisors within six
months of coming aboard. Had the ability to learn any product very
quickly, prepare a curriculum, and then train any employee. 50% Travel
> Provided a blended training approach to AT&T associates.
> Responsible for training 300 associates on database management.
> Facilitated group training and one-on-one sessions for sales agents,
customer service agents, and managers.
> Coordinated and delivered basic and intermediate end-user training and
workshops using a variety of training delivery methods and tools;
including stand up facilitation, web-based, audio-visual, etc.
> Communicated with all departments in order to maintain an understanding
of changes in processes, procedures and programs that will impact
existing training areas and the development of new training topics.
> Facilitated, measured, and identified methods for ensuring that Customer
Service Excellence remains a competitive advantage for the organization.
SAP HCM Trainer / Document Developer
03/06 - 05/08
Cablevision, Newark, New Jersey
> Wrote and produced technical and functional user guide training manuals
via uPerform. Communicated with subject matter experts and client
management regarding documentation results Trained SAP HR subject matter
and facilitated QA and system anomaly metrics and up-selling all cable
services. 75% Travel
> Utilized and trained on several proprietary software programs that were
designed for the finance department. Handled incoming phone calls,
billing, and payments, troubleshooting cable equipment, setting
appointments for cable technicians
> Attended company sponsored schools and trained company personnel on
system programs as an Applications-Certified Trainer. Instituted, "Lunch-
N-Learn," a program for employees to enhance product knowledge
> Developed and implemented SAP HR Payroll for ESS functionality and
training material that was used for all new recruits and existing
personnel.
Education: 1982 Essex County College Newark, New Jersey
Skills: Word, Excel, Visio, and other Microsoft Office Suite products
Extensive experience using Microsoft SharePoint
Experience with HTML and HTML editors
Experience with Acrobat PDF Writer, PC/LAN
SAP / HR Payroll Analyst Microsoft Windows XP & Window 7
Microsoft Office, uPerform, Captivate.
Awards:
Resorts USA-Hospitality Award 2000
References:
Denise Holland @ 443-***-****
Steve Arata @ 845-***-****
Lou Mosher @ 585-***-****
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