Customer Service Sales, Training and Development

LAVERNE S. LIPSCOMB, MBA

Frisco, Texas Home: *** -777-3130

Cell: 678-***-**** *********@*******.***

www.linkedin.com/in/lavernelipscomb/

Order Manager

Experienced and highly-ambitious ERP trainer and learning consultant. Greatest strengths in execution of

training strategies, creative problem solving, presentation, customer service, billing analyst, and facilitation skills.

• Leverage experience in organizational diagnosis to develop an effective training curriculum for large-scaled

SAP software implementation projects.

• Champion for embracing challenge and continuously seeking additional tasks beyond assigned scope.

• Ambitious, disciplined, dependable, open to continuously transform, and make use of high-analytical

problem-solving skills to produce quality-driven training deliverables.

• Energetic team member, mentor, and trainer, promotes positive work environment and professional growth

for all to succeed.

• Adopt readiness for change concepts, coupled with change assessment and change impact on

organizational ERP implementation projects.

Training Change Management Billing Analyst Curriculum Development Knowledge Transfer

Customer Care Facilitator/Manager SAP (Accounts Receivables & Orders Management) Billing &

Collections Escalations

TECHNICAL SKILLS

SW Applications: SAP Sales & Distribution (FI / AR), limited (logistics and manufacturing),

SuccessFactors (3-day training course)

eAuthoring Tools: Articulate, uPerform,

Databases & Tools: Prosci® Change Management Tools (ADKAR methodology), Intermediate Excel &

PowerPoint, Advanced Word, Microsoft Project (proficient)

SharePoint, FileNet, Solution Manager

PROFESSIONAL EXPERIENCE

IBM, Dallas, Texas March 2012 – March 2014

Learning / Training Consultant (Technology Training)

Provided L&D training material development services for large scale pharmaceutical ERP implementation

project. Participated in realization, final preparation, go-live, and sustain phase of the project life-cycle.

Supported retail and pharmaceutical projects designed for end-user training by ensuring materials developed

were in compliance with IBM / client standards.

• Developed / facilitated sales and order management training; instructional designer for various sales,

logistics, and order management courses.

• Collaborated with test lead to complete regression testing to identify configuration and testing issues.

Managed testing for operations and business process outsource deliverables to ensure data developed

were free of errors. Developed business process and procedures training materials using uPerform.

• Led knowledge transfer for uPerform recording of business process and procedures which reduced

deliverables time frame; coordinated data development requirements to support testing environment.

• Conducted final analysis of incomplete data sheets that required additional configuration from process team

which improved relationship with client.

Collaborated with senior functional consultant to align and support client business requirements to develop

appropriate training strategy. Monitored and updated instructor-led and web-based training documents to

ensure consistency with business process and procedure changes.

LAVERNE S. LIPSCOMB

Cell: 678-***-**** *********@*******.*** Page 2

IBM (Continued)

• Partnered with Senior Learning Consultant, Change Management Lead, and Training Lead to research and

develop a schedule-to-produce course that was omitted from the original scope of work.

• Led global team in developing quick reference guides and data sheets for complex master data course.

o Improved training deliverable efficiency through document tracking and consistent WebEx meetings.

• Simplified and condensed an order-to-cash overview course from instructor-led to web-based training.

o Reduced end-user course delivery time from 4 hours to 2 hours

o Team member for developing effective Train-the-Trainer PowerPoint ILT course

• Facilitated sales, order, and collection representatives training courses to improve efficiency during

customer contact.

• Facilitated a master data management course to pharmaceutical order management specialists.

AVAYA, INC. (Formerly Lucent Technologies)

Senior Federal Customer Care Specialist, Oklahoma City, Oklahoma 2008–2012

Atlanta, GA 2000-2008

Cash Management Specialist, 1998–2000

• Resolved complex Government Classified & Unclassified project accounts using internal SAP Sales &

Distribution module, EDA (federal), ARIBA, and DFAS for account resolution. Analyzed and produced

weekly reports in order to present accurate quantitative and qualitative information to the management team

on account updates for organizational goals.

• Facilitated SAP Sales & Distribution course to incoming Collections and Maintenance Contracts Specialists

• Assessed risk for outstanding invoices and option-year contracts due for renewal. Resolved complex billing

issues using SAP FI/AR system. Process internal transfers, write-off adjustments, credits, and debits.

• Performed a needs analysis of account management weaknesses for future employee employment.

Applied comprehensive knowledge of processing federal contracts in internal system.

• Built business partner and stakeholder relationship which contributed to the overall success of the business

unit. Managed meetings with client and business partner to resolve and report complex issues that

warranted further leadership guidance.

Started career at AT&T, Atlanta, Georgia, progressing through Training and Development roles.

• Facilitated residential training classes for new hires using AT&T products and services.

• Quality Analyst for customer calls etiquette, integrity, and consumer compliance.

• Performed needs analysis for associates that required additional training.

• Participated in onsite train-the-trainer courses to ensure effective training methodology were achieved.

• SME for post-training and managerial training improvement processes.

EDUCATION

Prosci® and the Change Management Learning Center, June 2014 (Houston, TX)

Change Management Certification in Prosci® methodologies and tools: ADKAR

MBA (2004), DeVry University, Atlanta, Georgia

BBA, Management (2002), Brenau University, Atlanta, Georgia

Pursuing CAPM certification, completed Ultimate CAPM Exam preparation at True Solutions, Inc. (Dallas, TX

August 2014)

PROFESSIONAL AFFILIATIONS

Society of Human Resources Management and DallasHR / PMI

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