ABDON CARDONA JR.

**** ******** ******, *******, ** 48228

Cell: 248-***-****

Email: aczcra@r.postjobfree.com

http://www.linkedin.com/pub/don-cardona/30/b60/779 SUMMARY

I am a progressive leader with a strong skill set derived from professional environments that include Corporate Training/Instructional Design and Development, ERP Software Implementation, Consulting, Project Management, System Administration, Marketing, Business Development, Business Intelligence and Customer Service. Demonstrated ability to manage multiple projects within budget. Results driven. Welcome fast-paced, dynamic environments. Able to resolve challenges while considering both upstream and downstream impacts. Experienced in business process improvement using Six Sigma methodologies. Served as both a mentor and a coach. SAP R/3 functional business software consultant. LMS Oracle MLC. Salesforce.com. Bilingual: English/Spanish.

PROFESSIONAL EXPERIENCE

North American Bancard, Troy, MI 6/2015 - Present

Technical Support Specialist

The primary focus of the Technical Support Associate is to provide assistance with terminal setup and deployment. The Technical Support Associate will answer incoming and make outgoing calls from/to NAB Global Merchants, who need assistance with their equipment (terminals) and other technical issues associated with customer accounts. Responsibilities include:

Guiding merchants through software downloads to enable credit card processing.

Assisting Merchant’s with validating processed transactions and provided all necessary information to ensure the transactions are included at settlement.

Assist merchant with trouble shooting the terminals to ensure they are processing transactions.

Keep up with terminal model updates and educate merchant as needed. Aditya Birla Minacs, Farmington Hill, MI 04/2013 – 05/2015 Netflix, Customer Service

Lead, coach, and develop a team of Customer Service Representatives responsible for providing service and resolution to our customer’s concerns including, questions of eligibility, selling agreements, and act as a sole resource in explaining and assisting with technical troubleshooting. While providing customers with the Netflix experience.

Compuware Corporation, Royal Oak, MI 9/2011 to 4/2012 Business Intelligence Specialist

Salesforce.com Administrator is responsible for the implementation and maintenance of the corporate CRM system. This includes designing and implementing new reports to support business goals. Primary Roles/Responsibilities:

Administration

Manage Compuware Corporation’s Salesforce.com instance for the global Sales Organization and supporting departments.

Perform basic User Record administration including License provisioning, maintenance, and deactivation.

Manage ongoing support requests and administrative needs of users including assistance with Salesforce for Outlook, and Connect for Outlook.

Develop reports, dashboards, and processes to continuously monitor data quality and integrity.

Provide direction for an internal Profile clean-up focused on applying consistency and standards across all users on a global scale.

Training and Documentation

Assist with the development training plans, materials, and documentation for database users, keep materials up-to-date, coordinate new user and ongoing training sessions worldwide Process Discovery and Management

Work with development team to maintain, track and enhance solutions to external teams delivered through salesforce.com acting as a portal.

Work with management to identify new and creative opportunities to leverage the database to support additional business processes or functions.

Other responsibilities as defined.

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MASTERCARD ADVISORS, Purchase, NY 7/2005 to 7/2007 Associate Managing Consultant – Customer Programs 7-2006 – 7-2007 Assist with the creation and management of IPS communications plans in support new product releases and enhancements including training initiatives, Sales Presentations and Collateral:

Responsible for developing Marketing Collateral, Web-site management, Communications, and Training content for both internal and external audiences.

Develop a new product rollout plan consisting of all necessary pieces needed to effectively launch within MasterCard environments.

Participate in product calendar development, support strategic planning efforts with IPS teams and implement 2007 Customer Listening Program.

Design and develop the PayPass product Webinar for Global Sales. Facilitate PayPass webinar presentations for all Global Sales representatives.

Key player in the implementation of the PortfolioAnalytics infoPack Report role out to all member banks.

Independently designed and developed the infoPack Breeze e-learning presentation which supported 10,000 new customers to PortfolioAnalytics at no cost to the organization. MASTERCARD ADVISORS, Purchase, NY 7/2005 to 7/2007 Associate Managing Consultant – Business Development 7/2005 – 7/2006 Responsible for supporting the sales and business development efforts of MasterCard Advisors’ PortfolioAnalytics(PA), a state of the art portal to business intelligence for MasterCard Customers:

Client Management Support Lead for Business Development/Sales of PA, LAC region.

Managed the relationship with Excessive Chargeback & Compliance Program department. Provided training on PA to internal and 10+ external customers. Assisted with all PortfolioAnalytics client support as needed.

Managed the relationship with the Remote Payment & Presentment Service department focused on business development.

Deep analysis of all data elements and how they resulted in reporting in order to identify and implement critical fixes.

Served as the Business Development Training Support Lead. AMERICAN EXPRESS BUSINESS FINANCE, Houston,

TX

2/2002 – 04/2005

Training Manager 3/2003 –04/2005

Responsible for the direction, management, and development of comprehensive training programs for all Operational job roles within American Express Business Finance (AEBF):

Awarded valuable team member from SVP. Managed our LMS instance, including course offerings, content management, and participant registrations/course tracking.

Responsible for the direction, management, and development of comprehensive training programs for all Operational job roles within American Express Business Finance (AEBF).

Improved business performance through the establishment of a learning strategy, training programs, and reference resources resulting in consistency of performance amongst 11 operational job roles, ultimately benefiting Employees, Customers, and Share Holders.

Partnered with AEBF Leaders and all necessary departments such as IT, Project Management, and Sales Segments advocating the importance of engaging Training and it’s criticality to the success of the organization.

LMS Administrator - Managed our LMS instance, including course offerings, content management, and participant registrations/course tracking.

Actively engaged with internal partners to determine best practices in effort to identify and implement process improvements across the organization in accordance with policies and procedures.

Mentor, coach, and develop the performance and skills of the AEBF Training Specialists.

Provided subject matter expertise to the design and development of a comprehensive technical program that supports the established learning strategy.

Assured a confidential work ethic regarding all company policies, procedures, and any pertinent information.

Training Professional

Manage the development of a comprehensive training program for the various units within the AEBF Operations D throughout AEBF. Assigned to special projects as needed. Account Executive

Serviced customers interested in the Business Capital Loan Product offered under the Open Small Business Network. Ensured all calls were handled with 100% resolution with a 10MM close rate. PAGE 2 ABDON CARDONA JR

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PRICEWATERHOUSECOOPERS (PWC), Arlington, VA 2/1998 - 10/2000 Consultant and Trainer - Center for Performance Improvement Established learning environments providing knowledge transfer, and organizational performance improvements through training and implementation of SAP R/3 business software modules for major clients.

Developed and trained materials for all 8 steps primarily in the Sales and Distribution module at 8 major client sites including module customization, configuration, integration, and master data creation and management. Requires an in depth understanding of the sales process and its corresponding data elements.

Gained exposure to Materials Management, Warehouse Management, and Inventory Management modules.

Restructured Train the Trainer course reducing class time by 50%. Trained, monitored and provided feedback to 24+ staff members at 3 major client sites.

Appointed Boot Camp Functional Training Lead for SAP’s Sales and Distribution module. Trained course materials at 5 major client sites.

MCI CORPORATION, Chicago, IL 4/1994 - 2/1998

Training Manager/ Program Manager - Cellular Business Markets 1997-1998 Responsible directing and managing all training initiatives for the newly established MCI's Wireless call center:

Promoted from supervisor to Manager. Hired a Training Supervisor, Trainer, and a Training Development Specialist all hired to help manage the newly established call centers projects.

Hand selected amongst my peers to receive a promotion as the Program Manager for the new MCI Wireless Call Center. Additional responsibilities with respect to special projects and disseminating detail to those impacted.

Received Executive Club Honors where I was recognized as one of the top 13 % of performers in the company. Training Supervisor - Cellular Business Markets

1996-1997

Responsible directing and managing all training initiatives for the newly established MCI's Wireless call center:

Develop the customer service new hire course curriculum consisting of Policy, Systems, Skills and procedures for providing customer service to MCI Wireless Customers. Also developed product content and all materials pertaining to the MCI Wireless product offerings.

Help with the setting up of our sister call center in Denver, CO.

Hired a New Hire trainer.

Trainer – Mass Markets (Chicago and Houston)

1995-1996

Responsible for all New Hire Training for the newly opened MCI Mass Markets call center, Houston, TX:

Relocated to Houston, TX from Chicago, IL

Newly promoted to the role of Training Assistant and promoted again a month later to Trainer and offered to relocate to Houston, TX.

Named the New Hire Lead Trainer for the Mass Markets Call Center. Trained additional courses as needed.

Trained 5+ New Hire classes back to back of 25 up to 150 participants. The 5 week Course covered Policies, Systems, Skills, and procedures for newly hired Mass Markets Customer Service representatives. Customer Service Professional

1994-1995

Provide superior customer service to MCI's Small Business customers for 9 months after which I was promoted to Enterprise Customer Service as a result of my performance.

Recognized as a top 13% performer twice consecutively and awarded Executive Club honors. First in my first quarter on the floor as a Small Business Representative. And once again as an Enterprise Customer Service Representative.

EDUCATION

Bachelor of Arts, Business Management, Judson College, Elgin IL 1990-1994

Southwestern High School, Detroit, MI 1984-1988

PROFESSIONAL DEVELOPMENT

Managing Siebel eBusiness Applications

SAP Boot Camp, Sales and Distribution

PortfolioAnalytics

STAR Trainer

Snag-It/Camtasia

Salesforce.com Administrator

Certification (in progress)

SAP R/3 4.0 Certification Training, Sales and

Distribution

Intermediate Word 2002

Photoshop 6 & 7

Actuate

Contribute 3 & 4

LMS Administrator

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