Nothoma Carney

****-*** **** ******** *****, Orlando, FL 32812 407-***-**** acqhll@r.postjobfree.com

SUMMARY

Seasoned Professional adept at managing multiple projects, providing dedicated customer support, and streamlining office

operations for marked productivity gains. Skilled in creating and optimizing presentations. Able to apply technical

proficiencies spanning Microsoft products, SAP, Salesforce, SharePoint and Learning Development Programs.

PROFESSIONAL HIGHLIGHTS

Instructional Design using Adult Learning Theories

Distance Learning

Instructor Lead Training

Train and support business process outsourcer

Blended Learning Environments

Audio and Webinar Conferencing

Create Continuous Learning Environment

Staff Development and Support

Curriculum Development and Assessment

Business Analysis and Project Management Experience

Technical and Instructional Document Development

Salesforce.com and SFDC Service Cloud trainer

Business Process Gap Analysis

SKILLS

Microsoft Office Knowledge Database

SAP Calabrio

Esker DeliveryWare Brainshark

SalesForce Quia

Service Cloud Adobe Captivate

SharePoint Designer

EMPLOYMENT

January 2009-June 2015

QA & Development Specialist

Houghton Mifflin Harcourt, Orlando, Florida

Offered specific training programs to help employees maintain and improve job skills.

Evaluated training materials prepared by other instructors and facilitated peer training sessions.

Train and supports Business Partner Outsource in Manila, Philippines and Chennai, India.

Developed training program for specific, assigned job tasks, including new systems and system changes,

process improvement and performance development.

Lead learning enhancement classes focused on improving academic and people skills needed for success in

the workforce.

Conducted small group and individual activities based on differentiated learning needs.

Documented process flows and developed requirements for functional improvements and enhancements.

Team Lead November 2004-January 2009

Harcourt, Inc., Orlando, Florida

Successfully managed the activities of Team members in multiple locations.

Managed and mentored an average of 40 temporary customer service representatives per year.

Monitored the daily activities of a customer support team.

Improved service quality and increased sales by developing a strong knowledge of company's products

and services.

Provided a high level of product and leadership support to representatives and clients.

Developed, implemented and monitored programs to maximize customer satisfaction.

Clinical Data Abstractor May 2001-October 2004

Nemours Children’s Clinic, Orlando, Florida

Abstraction of medical and diagnostic reports into an EMR Program

Lead Instruction of medical personnel on use of new medical record program.

Benefit Claims Specialist February 1997-February 2001

Aetna Healthcare, Jacksonville, Florida

Translated and processed for payment international claim documents submitted by health care insurance

clients for reimbursement.

Handled escalated client and provider complaints concerning benefit, claim and eligibility issues.

Account Manager for Medical and Dental Claims for large volume clients.

MILITARY SERVICE

United States Army: Military Police

Honorable Discharge, K-9 Officer, Special Response Team and Decorated Veteran

EDUCATION

Liberty University, Lynchburg, Virginia

Psychology and Medieval History Majors

ACCOMPLISHMENTS

Created training processes for multiple departments.

Facilitated training classes with up to 50 attendees.

Successfully created,implemented and supported training for BPO Partners at

Domestic and International locations.

Performed GAP analysis for SAP and SFDC.

Created UAT Testing Scenarios and supervised UAT Tiger Team for system enhancements.

Drafted more than 4,000 job aides and resources for multiple departments.

Created and maintained extensive knowledge database.

Created training materials and facilitated training sessions to support a corporate merger between

Harcourt Inc. and Houghton Mifflin.

Business Analysis Certification

Technical Writing Certification

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