Customer Service Training

Deborah W. Rose, B.M.Ed., M.S. ABS

**** ****** **** ****

(Primary) 443-***-**** / (Secondary) 410-***-****; aceron@r.postjobfree.com

PROFESSIONAL PROFILE

*Experienced Trainer, Instructional Designer, Business Analyst, Technical

Writer, and Organizational Development Professional with more than 20 years

of diverse background as a K-12 Teacher, Adult Learning Trainer, and

Consultant *Resourceful problem-solver with proven ability to conceptualize

solutions to challenging situations, and implement practical, cost

effective results. Provides training, advice, guidance, recommendations,

and support to a variety of audiences at all levels within an organization

including Corporate Executives, Managers, and Staffs while administering

the design and full implementation of educational programs, training,

organizational development activities, and individual employee development

plans *High degree of initiative, with a hunger for learning new skills and

acquiring new knowledge. *Demonstrated skill in facilitating individual,

group, and organizational learning and change. * Articulate and humorous

communicator, skilled in motivating employees to achieve maximum

performance and results, while resolving conflicts and building lasting

relationships with subordinates, vendors, customers, and strategic business

partners. *Designs, develops, and integrates higher technology such as

computer-assisted instruction and video into the curriculum and oversees

the design of these projects; Participates in briefings and meetings to

provide learning advice and assistance; Utilizes principals and techniques

of Adult Learning Theories using ADDIE Model and Kirkpatrick Levels of

Evaluation, Accelerated Learning, Appreciative Inquiry methods, Human

Factors, and Instructional Systems Design to meet desired learning

objectives and proficiency requirements. *Extensive experience developing

End User system wide training material with demonstrated experience with

organizing material and completing writing assignments according to set

style standards regarding order, clarity, conciseness, style, and

terminology. *Proven ability to develop technical artifacts including use

cases, detailed functional requirements, design specifications, test plans,

user guides, technical training guides, end user training manuals and job

aids, online help modules, etc. *Team player with excellent interpersonal

and communication skills. *Visionary Leader offering progressive management

success and dynamic achievements in operations; customer service/ sales,

and relationship management; call center management; telecommunications;

government contracts; information systems technology; healthcare; retail;

sales and marketing; and business process development.

EDUCATION

Master of Science-Applied Behavioral Science (M.S.ABS), Johns Hopkins

University, Baltimore, MD, 1996

Double Major: Human Resources-Training; Human Resources-Organizational

Development

Graduate Fellows-Leadership Development Program, Johns Hopkins University,

Baltimore, MD, 1995

Associate of Arts (A.A.), Catonsville Community College, Catonsville, MD,

1993; Major: Marketing Management

Associate of Applied Science (A.A.S.); Catonsville Community College,

Catonsville, MD, 1993; Major: Marketing

Bachelor of Music Education (B.M.Ed), Shenandoah University and

Conservatory of Music, Winchester, VA, 1981 Major: Music Education-

Flute/Piccolo/Piano

DAU Level I Certification in Life Cycle Logistics-US Army Logistics and

Readiness Center

CAREER SKILLS / KNOWLEDGE

Training/Curriculum Development; Training Seminar / Workshop Development;

Train-the-Trainer Instruction; ADDIE Model/ Kirkpatrick Evaluation

Methods/SOLO Taxonomy/Bloom's Taxonomy; Training Department Management;

Training Needs Analysis/ Surveys; Platform Skills / Public Speaking;

Training Evaluation/ Measurement; Instructional Design/ Development; e-

learning development; Technical Writing and Editing; Performance

Consulting; Call Center Management; System Development Life Cycle (SDLC);

Software User Training / Curriculum Development; Group Facilitation;

Change Management; Organizational Development; Myers Briggs Type Inventory;

D*I*S*C Developmental Training; Thomas Kilman's Conflict Resolution

Assessment, Firo-B; Vendor Management and Negotiation; Technical Training

Instruction; Diversity / Sexual Harassment; Career Development/ Resume

Writing Services; Process Documentation/Performance Monitoring; Customer

Service / Relationship Building; Employee Relations; Performance Appraisal

; Labor Relations; Staff Supervision; Executive/Management/Staff

Development; Staff Recruitment / Development; Talent Management/ Succession

Planning; Capital and Expense Budget Management; Strategic Planning

Meetings/ Workshops; Sales/ Marketing/ Customer Service; Retail Management

and Sales; Project Management; Business Process Improvement; Business Start-

Up/ Independent Consulting; Proposal/Contract Development; Business

Analysis/ Systems Testing / Implementation; LMS/Enterprise Content

Management Technologies; Multiple Computer Applications

PROFESSIONAL EXPERIENCE / CAREER ACCOMPLISHMENTS

Cigna Health Insurance, Columbia, MD

03/2014 -

03/2014

GP Strategies - (Contractor)

Redwood Global Partners - (Sub Contractor)

Consultant / Contractor: Instructional Designer

Called in for an emergency situation to perform high quality work on time

and with minimum supervision on a project with a very narrow timeline to

complete the Facilitator and Participant Guides and supporting Job Aids for

a 4-week Go-Live deadline for a process release and training

implementation project for a major Insurance company in preparation of new

requirements pertaining to the Healthcare Affordable Care Act. Required to

work with client team members and subject matter experts in varying

positions of authority, including leadership roles to produce Instructional

Systems Designed activity/scenario-driven, facilitator-led materials using

MS word and PowerPoint.

CareFirst Blue Cross/Blue Shield, Owings Mills, MD

06/13- 06/13

Zolon Tech/Contractors

Consultant / Contractor: Business Analyst/Trainer

Training

Analysis/Evaluation/ Design/Development and Implementation. Create SOPs,

Worked closely with internal clients to identify scope, objectives, and

approach of project. Used adult learning principles and accelerated

learning principles into course design. Develop and maintain process flows

and procedures where appropriate. Developed templates and forms to support

process flows and procedures for the preparation of the HealthCare Reform

and Affordable Care Act.

Department: Department of the Army, Aberdeen, MD

01/11 - 01/12

Sub Agency: Department of Defense (DOD)-C4ISR

Agency: U.S. Army

Contracting Command

AMSEL-LCP-PEP/CECOM-LCMC-Logistics & Readiness

Center; Power & Environmental Directorate

Logistics Data Management Specialist- Provisioning

Enhance logistics readiness, property

accountability and support effectiveness. Resolve complex logistics

problems. Perform the full range of planning, liaison, contract monitoring,

equipment, and organizational interface, control of other government

elements supporting the effort, and logistics phases of property accounting

operations. Ensure compliance with property accounting policies. Evaluate

plans and implement corrective actions/changes reflecting new requirements,

and updating graphic design of equipment technologies, and safety concerns

using PowerPoint, RoboHelp, Snag-It, and PhotoShop. Analyze and properly

safeguard information and data in order to assemble required resources,

formulate briefings, and present briefings to provide situational awareness

and enable decision resolution.

Constellation Energy/Baltimore Gas and Electric (BGE)/

08/10 - 10/10

Sogeti, USA LLC (Contractors), Baltimore, MD

Consultant / Contractor: Training Specialist/ End User Training

Developer

Created and managed project change management communications

and acted as training resource to develop Customer Care & Billing training

or other customer information system training.

Commonwealth of Pennsylvania_Dept. of Child Welfare/

05/2010 - 7/2010

Deloitte Touche/ eTeam, Camp Hill, PA

Consultant / Contractor: Instructional Designer/ Training Specialist

Worked with the Business, Development, Application Support and appropriate

management teams to plan, develop, update and construct training material

for the Commonwealth's PELICAN_ Childcare and Information Management System

policy and processes to allow input into the system and the inspection

client software for inspections and to issue individual home care and

business facility certifications and/or sanctions. I developed and updated

Adobe Captivate software simulations and Microsoft PowerPoint presentations

using RoboHelp and Snag-It, and utilized an internal Learning Management

System (LMS) to post training modules. I developed asynchronous training

modules and resources to document and demonstrate processes and procedures

for training Directors, Supervisors, Certification Reps, and Clerical Staff

in the Dept. of Public Welfare and Office of Child Development and Early

Learning. I provided support resources to develop communications and

prepare presentations for all stakeholder groups and acted as Technical

Writer adhering to style guide, guidelines and delivery standards. I

recommended corrections, revisions and improvements to existing training

documents and processes which included revamping the presentation of

Captivate Simulations and PowerPoint presentations to incorporate audio and

end user hands-on applications and practice to accommodate and address all

three styles and preferences of the visual, auditory, and kinesthetic adult

learner.

The National Archives and Records

04/2008 - 10/2008

Administration (NARA) / OPTIMOS, Inc. (Contractors)

SHIVA Information Technology Services, Inc. (Sub-Contractors), College

Park, MD

Consultant / Contractor: Training Specialist/ Business Analyst

As Training Specialist I performed a needs/gap analysis and the

design/development of the ARCIS Training Program including training

material and manuals, with participant evaluations. I developed and

facilitated train-the-trainer sessions. I developed

curriculum/course/design of the ARCIS Application Software User Guide, and

developed training modules for new process development and implementation.

I performed program wide technical and writing activities including

proposal writing, technical and executive status/ progress reports,

technical documentation, white papers, position papers etc. I designed and

developed audience focused communications and technical documentation.

Wrote, rewrote, and/ or edited technical documents such as technical

procedure manuals, user manuals, programming manuals, service manuals,

operational specifications, and related technical publications to

communicate clearly and effectively technical specifications and

instructions.

As Business Analyst I acted as liaison between NARA and OPTMOS, Inc., the

providers of the ARCIS application to define, document, and collaborate

with all functional business units within NARA to achieve strategic,

tactical and project goals. Supports and performs requirements analysis

activities to develop use cases, detailed functional requirements, and

functional specifications for the ARCIS system using a System Development

Life Cycle (SDLC) framework. I prepared program wide status reports and

presentations. Attended client meetings and requirements gathering sessions

to document and transcribe accurate meeting minutes, also responsible to

review/draft task deliverables. I created and maintained project schedules

by developing project plans and specifications, estimating time

requirements, establishing deadlines, monitoring milestone completion,

tracking all phases of the project product/service lifecycle, and providing

timely reporting of issues that impact project progress, coordinating

actions, and resolving conflicts. I developed system test strategies and

plans, performed system testing and created/ executed automated test

scripts in support of application maintenance tasks and projects. I wrote

test plans and test cases of the business process system application and

performed system testing procedures.

Premier Elections (Maryland)/

11/2007 - 4/2008

PDS Technical Services (Contractors), Annapolis, MD

Consultant / Contractor: MD State Voting Judge Trainer

I lead training classes of up to 50 individuals using PowerPoint

presentations to guide training class and answer questions or use

strategies to ensure questions were answered. I trained poll workers,

election officials, and peers in the use of voting machines and optical

scan machines in a classroom environment. I assisted during hands-on

portion of training class responsible for the set up of training room prior

to each class, resetting all election training equipment, and ensuring all

election training equipment was functional for hands-on learning or

demonstrations. I was responsible for ensuring all official forms were

distributed before class, completed and returned after class. I had

responsibility to teach, guide, test, and evaluate all "Check-in", "Unit",

and "Chief" Voting Judges' understanding and performance of the DIEBOLD

Voting Unit Set-up, Maintenance, and Break-down, as well as training the

United

States Federal, and Maryland State Voting Policy and Procedure for the

upcoming 2008 Primary and Federal Presidential elections.

The National Archives and Records

11/2006 - 6/2007

Administration (NARA) / ALON, Inc. (Contractors), College Park, MD

Consultant / Contractor: Senior Organizational Development Specialist III

Acted as liaison between Training/Change Management/Communications

departments, where I identified and used methodologies and tools to assess

user acceptance issues and requirements relative to the transformational

SAP Electronic Records Archives (ERA) system. I lead the establishment of

comprehensive communications plans that identified stake holder's messages,

communications vehicles, and resources needed to build a guiding coalition

of leaders at all levels and drive NARA change management efforts

throughout stakeholder communities to explain business process changes with

the new ERA implementation.

St. Joseph Medical Center, Towson, MD.

04/06 07/06

Consultant / Contractor: Training and Organizational Development Specialist

I coordinated, planned, documented, administrated, facilitated, and

evaluated the weekly 3-day Hospital-wide New Employee Orientation for

staff, management, and executive - level employees in a 366-bed facility

staffed by 2600 employees, with 98% compliance for attendance, and achieved

99% satisfaction on post-training participant evaluation. Coordinated with

Executive staff and all hospital department heads to collaborate and

schedule training material and presentations. I coordinated with various

departments clinical managers to develop new, and refine existing training

and developmental learning tasks and concerns.

Johns Hopkins Home Care Group, Dundalk, MD.

06/05 - 04/06

Consultant / Contractor: Training and Organizational Development

Coordinator

I established the direction, methodology, and managed the delivery of

organizational training projects in multiple formats including classroom,

web-cast, multimedia, and distance-based self study. I worked closely with

the Vice-President/ Director of Quality Management to ensure that Staff

Development activities resulted in measurable improvements in performance,

and prepared executives, managers and staff employees to accomplish job

results. I worked closely with the Standards Department and other Advisory

committees to gather information to meet educational objectives and Joint

Commission on Accreditation of Healthcare Organizations (JCAHO) regulations

and requirements. I delivered Myers Briggs Inventory to all staff from

Executive Team to all other on and off site personnel. I developed and co-

facilitated a company-wide Customer Satisfaction (SPARKLE) program. I

coordinated management and general employee orientation, as well as the

annual employee competency event (Spring Fling). I coordinated, developed

and facilitated on-line vendor DMETrain e-Learning Training. I developed

the 2006 company-wide Joint Commission on Accreditation of Healthcare

Organizations (JCAHO) preparation and Periodic Performance Review (PPR)

oversight and training program for Regulatory Agency Accreditation. I

designed and developed the on-line employee Mandatory Education

Presentation and Test. Other responsibilities included the coordination of

clinical and patient education activities, and committee leadership.

Legg Mason Wood Walker, Inc. Corporate Headquarters, Baltimore, MD

04/05 - 04/05

Consultant / Contractor: Training and Organizational Development Specialist

I designed, developed, and delivered a 1-day Organizational Change

Management (OCM) workshop intervention on "Managing Change" for 1800

management and staff financial advisors, focusing on the people side of

change including changes to business processes, systems and technology, job

roles, and organizational structures, to drive faster adaptation and

utilization of changes impacting employees, and adapting to changes in the

process of documenting new Mutual Fund distribution and Wealth Management

Markets.

C&P Telephone Co. / Bell Atlantic / Verizon Global Networks, Inc.

08/81 - 04/03

Greenbelt, MD.; Hunt Valley, MD; Philadelphia, PA; Arlington, VA.;

Baltimore, MD.; Richmond, VA

TSPS "0" Long Distance Operator/ Customer Service Representative/ Change

Agent/ Project Manager/ Instructional Designer and Developer/ System

Designer/ Team Leader/ Supervisor Inside Operations Provisioning/

Performance Manager/ Process Engineer/ Organizational Development and

Quality Assurance Specialist

>>22 year work history with progressive levels of responsibility in a multi-

billion dollar a year telecommunications company<<

As Performance Manager/Process Engineer/Organizational Development and QA

Specialist (Bell Atlantic/Verizon 2002-2003): I had responsibility to

coach, train, and prepare newly promoted 2nd-Level managers to define and

accomplish company, organizational, and job results, by developing and

facilitating Organizational Development and Change Management workshops

and interventions in order to team-build and coach the original managers on

working together in a team environment, and supervising lower level first

line managers, which included documentation and training managers and

supervisors on the processes of conducting performance appraisals,

performance reviews, and the development of an organizational reward

system; I identified knowledge and skill gaps within the operations

organization via the utilization of focus groups, subject matter expert

interviews, front-line sit-ins, and on-the-job observations performing

organization wide execution of the full instructional systems development

(ISD) methods of SWAT Analysis, ADDIE Model, and Kirkpatrick's 4 Levels of

Evaluation. I monitored the diverse culture, ethics, and ISO compliance and

follow-up as well as the participation and retention of employees in the

managed training curricula, and made necessary changes. I developed and

delivered over 30 courses in soft skills management training consisting of

skill development in Organizational Change Management (OCM),Conflict

Management, Team-Building, Time Management, Conducting Effective Meetings,

Developing Listening Skills, Giving Effective Feedback, Communication

Essentials, Consensus Building, and others for 1st line managers, and a 12

member 2nd line Manager and Director team. I collaborated one-on-one with

the organization's Executive Director to formulate and document her vision,

mission, organizational goals, milestones and expectations for the newly

established company; I was responsible for the Delegation of Authority

Policy and Organizational Structure including position management and team

development processes. I advised on the building of the organization, and

developed, maintained and documented all procedures, records, team

communications, forms, files, correspondence, and the delegation of team

tasks. I developed and maintained the $2-$6 Million Capital and Expense

Budget; and the scheduling, documenting, and maintenance of all travel and

training budget administration and expenditures for the Management and

Executive employees. I established methodology, metrics and measurements

that were implemented by twelve management teams consisting of 108

employees with job descriptions, systems tasks, methods, and procedures,

with training recommendations for forty-seven job titles to support the

newly established 2700 employee organization.

As Team Leader/Supervisor (Bell Atlantic 2001-2002): I overcame strong

resistance and negativism to successfully supervise 18 reports consisting

of 2 Special Clerks and 16 Switch Translations Central Office Technicians

in a call center operations environment whose duties included

Centrex/AIN/ISDN input and Routing and Charging Switch Translations in

1AESS, DMS, and 5ESS switches to ensure network integrity, with 0% labor

employee grievances. Responsible for the advanced installation, operation,

and maintenance of switching, data communications, and peripheral

equipment. Coordinated installation, testing, and troubleshooting of

transmission facilities (OC48, T3, T1, and DSO); troubleshooting,

upgrading, and administering multiple vendor systems; maintaining system

applications; ensuring quality customer service; and providing support to a

varied user community; updating daily logs with site-specific information;

and composing clear and concise reports for system documentation. I was

responsible for special clerk administration of Code Points; Orders Issued

Yesterday (OIYs) reports; (NOCILs) distribution; (ASRs); and (MTS) packet

activity, as well as the maintenance of normal administrative duties and

responsibilities. I coordinated special projects with NTOC engineers,

company vendors, CLECs, RCMAC, Marketing, and various other internal and

external Bell Atlantic clients for final Central Office Technician

administration and switch implementation. I project managed over 20 special

projects with internal and external customers and engineers, company

vendors, and marketing representatives. I conceived and successfully

implemented new Central Office Technician work flow processes and

procedures, and reduced overtime use and expenditures from 67% to 3% in a 3

month time period resulting in an annual organizational savings of $64,000.

As Systems Designer (Bell Atlantic 2000-2001)): I successfully researched,

designed, developed, implemented and documented test cases for each

expressTRAK Network software system requirement through, Conversion;

Integration; Regression; and Frozen Code testing Cycles with a 100% success

rate using a System Development Life Cycle (SDLC) framework; provided

technical support and problem resolution to computer operations department

for environmental hardware and software problems. I designed and

facilitated team building activities and management training sessions for

network staff meetings for 15 people; manager's staff meetings for 9 people

and network regional staff meetings for 90 people that included: mini-

workshops, exercises, and team-building sessions. I formally documented new

testing processes and task procedures for Regional Customer Service (RSC)

representatives and Design engineers, and interacted with downstream staffs

to test each release & resolve system issues. I provided technical support

and problem resolution to computer operations for environmental hardware

and software problems. I had to determine problem and flow-through

resolution for the expressTRAK application program with related and

downstream systems.

As Project Manager/Instructional Designer-Developer (Bell Atlantic 1998-

2000): I designed, developed, and facilitated instructional material for

end-user/stakeholder training courses to support soft skills and technical

development. I developed and utilized appropriate and effective

needs/task/job/process/gap analysis, project management, course

development, and evaluation skills to develop entry and advanced level

courses for both internal and external audiences. I established and

maintained relationships with vendors to facilitate timely completion of

projects. I conducted research to ensure training content was thorough,

relevant, accurate and current through interviews, facilitation of focus

groups, and the creation of process maps used to collect and analyze data.

I successfully managed the development, design, and production of training

media, such as guide books, job aids, and other collateral offerings. I

identified, recruited, and managed trainers, and facilitated the delivery

of soft skills, technical, and telecom training projects, services, train

the trainer sessions, and workshops. I responsibly handled vendor

management, and was required to negotiate with, and direct the work of all

outsourced vendor trainers and contractors. I was required to research,

solicit, develop, draft, evaluate, and respond to Request for Proposals

(RFPs), and Statement of Work (SOW) documents, to negotiate proposals and

contracts for outsourced training vendor selection, and interviewed and

evaluated such proposals and contracts from AT&T, Lucent Technologies, and

various other software application vendors, as well as "off the shelf" soft

skills training vendors and contractors.

As Change-Agent for the Maryland Regional Culture Change Committee(C&P/Bell

Atlantic 1996-1998)): I supervised, coached, and mentored over 200 call

center employees on the newly mandated culture change policy, procedures,

and adherence of "Bell Atlantic Way" initiatives. I was responsible for the

development, training, implementation, and evaluation of integrated

corporation-wide Organizational Change Management (OCM) plans and

leadership strategies to facilitate the successful transition of 57,000

stakeholders to "Bell Atlantic Way" behaviors. I successfully handled

consumer implementation, changes or billing requests of products/services

for residential customers in the MD. Regional Area.

As "0" Operator/ Customer Service Representative (C&P 1981-1996): I

successfully handled consumer implementation, changes or billing requests

of products/services for residential customers in the Maryland Regional

Area Call Center where I competently processed long distance calls for

incoming business and residential consumers. I also served as the office

Subject Matter Expert (SME) and Training Instructor.

Richmond Public Schools, Richmond, VA.

08/81 - 08/83

Certified (K - 12) Public School Teacher

Responsibilities included teaching various subject units and classes for

Richmond Public School students in grades K-12.

CAREER RELATED CERTIFICATES, LICENSES, HONORS, AFFILIATIONS

DAU Level I Certification in Life Cycle Logistics-US Army Logistics and

Readiness Center

Collegiate Professional License (K-12), Virginia State Board of Education-

Division of Teacher Education and Licensure (1981)

Langevin Learning Center - Master Trainer Certification (In Progress)

Langevin Learning Center - Instructional Designer/Developer Certification

(August 19, 2000)

Langevin Learning Center - e-Learning Specialist Certification (October 30,

2008)

BenchFolks - SAP/ABAP Training (In Progress)

iConlogic - Essentials of Adobe Captivate 3 (February 2008); iConlogic -

Essentials of Adobe Captivate 4 (April 2010)

Otto Kroeger/ Type Resources - "Myers-Briggs" Administrator Certification

(March 2, 2000)

Carlson Learning - "DiSC" Administrator Certification (May 18, 1996)

Nominated candidate for Malcolm Baldridge Award in Community Service; Who's

Who of American Professional Women; Metropolitan Who's Who; BILTMORE Who's

Who Among Executives and Professional Women; Cambridge Who's Who of Female

Executives; Canterbury Who's Who among Executives, Professionals &

Entrepreneurs; American Society for Training and Development (ASTD);

National Association of Female Executives (NAFE); National Black MBA

Association (NBMBAA); National Education Association (NEA); Member of Board

of Directors- Secretary/ Treasurer- Wagners Farm Home Owners Association

PROFESSIONAL PUBLICATIONS

"I Too Am American", A Far Off Place-A National Anthology, The National

Library of Poetry, 1994.

"A Diversity Awareness Intervention"- Pfeiffer and Company Trade Manual,

1997.

COMPUTER APPLICATIONS

CECOM_Logistics Management System (LMS); Windows NT; 2000; XP; Vista; 2007;

TrainerSoft e-Learning Training Development Software; Microsoft Works;

Microsoft Project; Lotus 123; Lotus Notes; AB: QM; Microsoft Office Suite

(Word, Excel. PowerPoint, Access); Microsoft Outlook; Visio; SharePoint;

GroupWise; Meditech; DMETrain; LEARN; SAP; Photoshop; HTML; Camtasia

Studio; Adobe Captivate; Articulate Storyline; RoboHelp; Snagit;

PeopleSoft; Seibel/ARCIS; LMS Systems/Enterprise Content Management

Technologies; Blackboard; Telecom Systems: AVOM; IDCM; Xpercom; Bell

Atlantic TEDS System; SSNS; Service Express; WFA-C;WFA DI;WFA-DO; XEA; MTS;

APRIL; NSDB; SOM; LFACS; TIRKS; ARCH;VSAM;SOACS;BOSS;COSMOS

LIVEWIRE;FOMS;LMOS;SWITCH; ACCESS;PREMIS.

REFERENCE COMMENTS

Deborah was originally hired to design and develop the Seibel based

ARCIS Software Curriculum, Application Manual, User Guides, and conduct

Train the Trainer Sessions. However, she quickly adapted and jumped right

in when she was asked to also perform multiple cycles of systems

application testing and documentation of procedures which were a crucial

part of the project lifecycle, but not originally part of her stated

objectives and responsibilities. Deborah performed as an excellent and

adaptable people oriented team player. She consistently projected a

relentless approach to being involved and getting to know essential

elements happening within the project. She quickly learned the software and

how to do things better. She demonstrated an incredible attention to detail

during the testing process. Ajay Avasthi, Vice-President SHIVA Information

Technology Services, Inc.

Very willing to listen and then evaluate the process, seeing the big

picture and then evaluating the needs/ corrections needed to best

accommodate the defined need. She is easy to work with, and extremely

helpful whether discussing possible changes or needed improvements. She

continuously demonstrates leadership, enthusiasm, and strives for

excellence and compassionate care. I see Deb's strengths as her desire to

satisfy her customer, her approach to team work (she is definitely a team

player), her good attitude and sense of humor, and her thoughtfulness as

she interacts with our department." Bonnie Thompson, Clinical Education

Coordinator, St. Joseph Medical Center.

Mrs. Rose is a very strong oral communicator. She has the ability to

make a point, and then convey it clearly and concisely regardless of the

audience. The highly technical nature of the work functions of my

organization challenged Mrs. Rose's ability to learn and adapt to new

things, nevertheless she spent an enormous amount of time and energy to

become proficient. Mrs. Rose from our initial meeting through her last day

on my team always looked for ways to better herself by asking, "What more

can I do?" and "What can I do Better?" Joseph L. Edmonds, Director -Mid

Atlantic Network Control Center, Verizon Communications.

Contact this candidate