Customer Service Sales

Gloria Butler 972-***-**** Cell ***.******@*******.***

OBJECTIVE: An opportunity to demonstrate my leadership, decision-making, technical, and human relations

skills in the field of Training and Development, Instructional Design, or Performance Improvement

SUMMARY OF QUALIFICATIONS: Master of Arts in Human Relations & Supervision, Instructional Design,

Learning and Development, Technical Training and Development, Knowledge Management and Research

Full Time Student (MOOC) Infinite Skills Corp. Adobe Creative Suite 6 products 3/13-8/14

Gained thorough knowledge of and hands on experience with both ILT and WBT courseware development software: (Adobe

Creative Suite 6, Dreamweaver, Adobe Captivate, Illustrator, InDesign, Adobe Premier, Adobe Encore, SnagIt, Camtasia, Flash)

Dallas ISD Technology Applications Instructor 8/02-3/13

Accomplishments

Received certification in Technology Education for grades elementary through high school

Excellence in Instruction led to students exceeding state of TX projected goals for Reading and Math on Texas Academic

Assessment Skills (TAAS) exams and ITBS (Iowa Test of Basic Skills) Exam

Received “Employee of the Month” Award for outstanding extracurricular effort and contribution to Multicultural Heritage

Month activities

Collaborated with subject matter experts to integrate technology into subject content activities, e.g.

Analyzed instructional/training needs, set learning objectives, developed instructional materials and appropriate media to

achieve the learning objectives

Provided applications training on the use of current instructional technologies including computer-based training, word

processing, graphic design, desktop publishing, spreadsheet, database, multimedia, web based training

Recommended appropriate instructional strategies to meet learning objectives and managed the implementation of new

offerings based upon defined educational and technology needs

Applied knowledge of adult learning theory to identify appropriate training media and methodologies based on audience

learning styles and course content

Developed, organized, implemented, and instructed technology lessons in the four curricular domains: language arts (reading,

writing, spelling, and language), math, science and social studies

Developed and delivered applications training: Microsoft Office Suite including Microsoft Publisher,

Microsoft Access, Oracle systems training, Windows operating systems

Provided technical assistance and troubleshooting to help resolve instructional software and hardware issues; provided

escalation support to TAC when needed

Answered end-user level questions on a daily basis relating to system use and correct procedure.

Created and administered training evaluations. Acquired feedback from training participants, analyzed results, and implemented

recommendations for training improvements

Ericsson Inc. Business Systems Analyst II 6/98-4/00

Accomplishments

Monitored monthly costs in 10 cost centers in Data Services/Business Applications. Identified cost

savings of over $150,000 that was misappropriated either to wrong employee, cost center, or project

Completed coursework and tutorials in Wireless Data Communications

Provided maintenance and supervision of cost accounting and analysis of cost centers in Network Operators Group, IT Support.

Performed monthly analysis of EUS/D Billing Data Warehouse (BDW) in the following billing

areas: telephone charges, repetitive charges, leasing and purchases of equipment, CIMS, odds & ends, rate

based and time entry charges of contractors.

Acted as a liaison, established and maintained a collaborative relationship between IT, Finance/Accounting, internal and

external management and customers in order to understand specific business goals, objectives and priorities.

Gloria Butler 972-***-**** Cell ***.******@*******.***

Performed project management responsibilities; Generated and managed projects, maintained detailed project plans, identified,

tracked, documented and followed-up on billing issues and activities and provided a timely status to department heads,

management and other internal customers.

Facilitated effective problem solving through root cause analysis; Troubleshoot errors or encountered problems through to

resolution.

Provided continual end user support by responding to requests for information or system utilization (how to acquire, extract and

use information most effectively)

Business & Industry Relations Administrator

Accomplishments

Legal and competitor profile research indirectly led to Ericsson’s purchase of CDMA infrastructure division of Qualcomm, Inc.

Researched, tracked, and reported relevant industry information to Business and Industry Relations internal and remote working

groups

Disseminated relevant information dealing with standards, regulatory and health/safety information to parties that need to know

Researched, identified, and analyzed legal documents relating to Telecommunications Industry Standards and Regulatory

Activities; presented and distributed to corporate legal team

Collaborated with Director of Business and Industry Relations to develop, implement, and track BIR operating processes &

policies to maximize BIR unit productivity

Assisted with cost center budget planning, analysis & tracking of expenses

Managed and supported an office of four remote Standards & Regulatory Compliance Engineers

Software Spectrum Sales Operations Trainer & Coordinator 9/97-3/98

Accomplishments

Assessed, monitored, and evaluated metrics to measure the ongoing quality and effectiveness of the training process for the

Outside Sales Force

Developed and managed a knowledge database of FAQs (Frequently Asked Questions) for Sales Operations employees and

Account Executives

Conducted new hire, refresher and on-going training sessions for Sales Operations employees

Conducted new products, client, system and customer service refresher training

Conducted systems training on Lotus Notes, Windows 2007, Windows XP and on internal policies and procedures for Outside

Sales Account Executives and NAMA Reps.

Developed, revised, evaluated and implemented sales training documentation for technical instruction

Adapted training content using the ADDIE method of Instructional design

Recommended instructional methods, such as individual or group instruction, self-study, lectures, demonstrations, exercises,

and role-playing, appropriate for content and adult learning styles

Assessed, monitored, and evaluated metrics to measure the ongoing quality and effectiveness of the training process for the

Outside Sales Force

Answered end-user level questions on a daily basis relating to system use and correct procedure.

Scheduled and coordinated travel arrangements, training schedules, logistics and instructor/presenter schedules for Account

Executives, Account Managers, and Regional Managers

Ensured that (SMEs) had appropriate tools (teaching aids, materials, handouts, and equipment).

Provided database management and access rights of customer account information for Outside Sales Account

Executives

Gloria Butler 972-***-**** Cell ***.******@*******.***

IBM BESTeam Marketing Support Representative 8/9-8/97

Accomplishments

IBM (International Business Machines) - Received Manager’s Award for outstanding customer service

and exceeding projected goals

Received business partners) letters of commendation regarding outstanding customer service

Identified and recommended areas of training to correct problems impeding organizational progress and performance regarding

recruitment and retention of employees

Selected by IBM Executive Software Program Management to provide mentoring, coaching and guidance to new hire

employees on BESTeam

Advised prospective business partners (value-added resellers) of requirements and benefits of the BESTeam program

Provided business partners with product and pricing information on IBM software products

Maintained a detailed daily log of all inbound calls regarding business partner concerns or problems and method of resolution

Provided business partners with knowledge awareness of IBM products and service, continuing education and training

information to obtain a specialty or professional certification along IBM’s software product line

Acted as a liaison between business partners and other areas of support (technical, marketing, voice type, education and

training, hardware, pre-sales, sales leads, and publications)

Managed, maintained, and edited monthly BESTeam newsletter for software business partners

Provided competitive and market intelligence insights on software competitors in the computer and/software industry

Provided inside sales and customer service assistance and support to Business Development Mgrs., Technical Development

Mgrs., and BESTeam Account Reps.

Compiled sales lead information and submitted information to Sales & Marketing Division for future business development

Education and Training

MA, Human Relations & Supervision - Louisiana Tech University-Shreveport, LA

BA, Elementary/Special Education - Louisiana Tech University-Ruston, LA

Special Knowledge and Skills

Certification in Technology Education

Completed coursework and tutorials in Wireless Data Communications

Microsoft Windows and Macintosh proficient

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