Customer Service Training

Arnold B. Sirull, M.S.

*** ******* ****** **** *****, PA 19087

610-***-**** acrrs9@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Experienced, dynamic professional with a business background that includes expertise in data requirements gathering, systems analysis, programming, staff management, project management, training, and instructional design. Proven track record in all phases of the System Development Life Cycle (SDLC) for small and large-sized projects. Graduate-level educated in Health Informatics with four years of life science data experience.

Outstanding oral and written communication skills. Works effectively with both technical and non-technical staff. Adept at working either independently, or as part of a team. Inquisitive nature with good analytical aptitude and strong attention to detail.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Temple University, Philadelphia, PA

M.S. in Health Informatics (GPA 3.85), 2013

- Thesis Project: A Study of Providers’ Perceptions of Electronic Health Record Systems

Kennesaw State University, Kennesaw, GA

B.B.A. Degree, Marketing, 1983

DeKalb Technical College, Atlanta, GA

Certificate in Computer Programming, 1979

TECHNICAL SKILLS

Databases

MySQL, MS Access, ADABAS

Applications

COGNOS, WebEx, SharePoint, Microsoft Office Professional, Visio, MS Project

Languages

SQL, HL7, SAS, Natural, Easytrieve, COBOL

Operating Systems

Windows (all generations)

PROFESSIONAL EXPERIENCE

PENN MUTUAL, Horsham, PA 2015

Learning Specialist Consultant

Developed curriculum and training materials for a major system implementation, including learning assessments, PowerPoint presentations and workbooks.

Delivered training for the newly implemented nbAccelerator® underwriting system, providing documentation generation, and ensuring proper workstation configurations.

INDEPENDENCE BLUE CROSS, Philadelphia, PA 2013 – 2014

Learning Specialist Consultant

Trained and supported key staff on a multitude of custom systems for the Quality Assurance, Customer Service and CHIP business units.

Provided training needs analysis, instructional design, instructor-led training, creation of post-training learner assessments, and facilitation of WebEx webinar sessions.

Delivered SharePoint training to the majority of learners.

MERCK & Co., Inc. West Point, PA 2012 - 2013

Learning Coordinator Consultant

Successfully coordinated the onboarding of 95+ new hires into the Virus Vaccine Manufacturing business unit over a 12-month period.

Provided additional good management practices (GMP) training support for a multitude of vaccine manufacturing business units including the weekly facilitation of standard operating procedure (SOP) updates and maintenance of training curriculum for operations staff.

STAPLES, Inc., Wayne, PA 2010 – 2012

Technology Solutions Advisor (Part-time)

Provided needs assessments and selection guidance to retail customers for computer hardware and software technology purchases.

MERCK & Co., Inc. West Point, PA 2008 – 2010

Learning Specialist Consultant

Delivered and coordinated training in a contractual capacity for Merck’s VARIVAX® manufacturing facility in West Point, PA. Duties included the weekly facilitation of SOP update communications and maintaining training curriculum for vaccine manufacturing operations staff.

Other responsibilities included the development of training schedules for new hires and subsequent facilitation of related on boarding activities such as GMP training. Generated training status reports using COGNOS.

VERIS ASSOCIATES, West Point, PA 2007 – 2008

Instructional Designer/ Trainer Consultant

Developed instructor-led soft skill courses for a training/consulting firm. Course topics included Time Management and Situational Leadership.

COMCAST UNIVERSITY, Philadelphia, PA 2006 – 2007

Instructional Designer Consultant

Developed instructional materials for customer service employees. Created multiple e-Learning modules for the sales and retention department.

Created instructor-led training that included leader guides, participant guides, PowerPoint presentations, job aids and assessments.

METROPOLITAN CAREER CENTER, Philadelphia, PA - 2006 – 2006

Adjunct Instructor

Taught courses in Advanced Word, Advanced Excel (e.g. formulas, vlookup and pivot tables) and Technical Math for a non-profit community college.

Administered quizzes and tests, and assigned class projects.

CHESTER COUNTY INTERMEDIATE UNIT, Exton, PA 2003 – 2005

Substitute Teacher

Supervised and taught both mainstream and special education K-12 students. Approximately one-third of all assignments were special education classes including those for physically and mentally challenged students.

EDS, Inc., Coatesville, PA 1999 - 2003

Information Analyst

Employed as an Information Analyst at the Bethlehem-Lukens Plate facility in Coatesville, PA.

Assisted the client in developing new systems as well as supporting existing applications. For most applications, Natural/ADABAS (SQL) was used as the primary programming language. Position required extensive interaction with various levels of client staff. Performed on-call support for mission critical systems. Wrote technical specifications and end-user documentation. Wrote technical specifications for medium to large-scale projects.

Mentored new employees and provided technical leadership for projects requiring two or more staff. Led a project that generated an annual reduction of $50,000 in processing costs for the Bethlehem Steel Corporation.

Facilitated the acquisition and retention of ISO9000 rating for Bethlehem Steel.

For personal edification, designed and distributed a customer satisfaction survey to client staff.

Participated actively in the EDS Project Manager development program.

KEANE, Inc., Blue Bell, PA 1997 - 1999

Senior Consultant

General responsibilities as a Senior Consultant included significant user interaction, extensive problem analysis, coding, program testing, and the development of system documentation.

For systems written in Natural/ADABAS (SQL) and COBOL, performed Y2K code remediation for the Bethlehem Steel Corporation and Albert Einstein Medical Center

At Bethlehem Steel, created technical specifications and developed system software for subsequent non-Y2K projects.

Provided Y2K remediation on Windows® 3.1 and 95 operating systems for the Temple University Hospital System.

COMPUTER LEARNING CENTERS, Plymouth Meeting, PA 1996 - 1997

Lead Instructor

Instructed client/server technology classes for a large national technical school.

Assisted the Director of Education in the interviewing and selection of new instructors; Supervised and facilitated the technical and instructional development of all client/server instructors.

Reviewed curriculum on an ongoing basis and provided input for revisions and updates as needed; Provided input for course offerings relative to general market conditions and needs within the technology industry.

Taught courses in COBOL programming

Successfully taught a new course in client/server architecture with minimal previous subject matter knowledge.

(Worked in other positions in the IT field from 1979 through 1995)

VOLUNTEER EXPERIENCE

COMMUNITY VOLUNTEERS IN MEDICINE, West Chester, PA 2011 – 2012

Provided information technology solutions and, data entry support of patient health records for a non-profit healthcare facility. Projects included the creation of an MS ACESS database for patients who are enrolled in the CVIM smoking cessation program, and subsequent training and documentation of the application.

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