Amy Binette

Odenton, MD 301-***-**** ad08m3@r.postjobfree.com linkedin.com/in/amy-binette-6948a4126

PROJECT AND TRAINING COORDINATOR

Senior Analyst with considerable experience providing clients solutions in the telecommunications industry. Skilled in high volume initiatives, critical thinking, and problem-solving. Known for successfully managing multiple concurrent projects and delivering on time. Proven record of administering effective training programs, while possessing a deep understanding of compliance, completions, processes, and procedures. Areas of expertise include:

Training Support Program & Project Analysis Organization and Delivery Management Strategic Planning Executing Training Plans Business Analysis Critical Thinking Problem-Solving Organizational Skills Workday LMS Microsoft & Google Suite Support Staff Customer Relationship Management

PROFESSIONAL HISTORY

Verizon, Silver Spring MD 2004 - 2023

Sr Analyst – Learning & Development

Planned, scheduled, and executed strategic training plans for global Verizon Learning and Development while managing budgets, instructor and training space resources, and time constraints.

Managed an instructor resource pool of internal instructors and vendor supplied instructors utilizing Statements of Work (SOWs) when necessary to successfully deliver against training requirements leading to 100% staffing for Verizon’s New Hire Training programs.

Utilized databases to pull system reporting while creating ad-hoc reporting utilizing Excel and Google Sheets. In depth experience with VLOOKUPs and various other formulas to aid in timely and efficient program statuses to share with all levels of management. Provided analysis of reporting to capture and resolve issues.

Administered and maintained Verizon’s Learning Management Systems while providing support and guidance to stakeholders, students, instructors, and support staff to ensure consistency and compliance with established policies and procedures. Responsible for 2000+ training activities with upwards of 30,000 participant completions per year.

Coordinated logistics by ensuring the successful delivery of key materials and personnel, securing training space and equipment, and creating training plans to accommodate participants across time zones spanning the US, Europe, and Asia.

Executed transformational change by managing the deployment of web-based training platforms such as Webex, Adobe Connect, and Blue Jeans to train while effectively and efficiently reducing travel costs up to $500K per year.

Performed UAT testing for conversions of new systems (Peoplesoft to Workday) by testing systems, creating job aids, and providing recommendations for usage.

Operated in an environment of high volumes, competing initiatives, and large detailed multi-organizational training projects such as Verizon’s Pre Leader-Academy. Created and maintained reporting utilizing in depth spreadsheets, designed and distributed communications, served as the point of contact for participants, and achieved a 99% completion rate for 1200 participants.

Utilized SAP and ERP software as well as corporate cards for purchasing training supplies and materials and processing invoices.

ADDITIONAL RELEVANT EXPERIENCE

Verizon, Silver Spring MD

Team Leader/Instructor

Managed and led 10 – 15 union employees performing customer service orders and billing inquiries in a call center environment for Verizon large business accounts.

Served as a point of contact for escalations from customers and resolved billing, order, and service issues, focusing on customer service.

Facilitated training classes for 300+ students for a new ordering and billing system, reducing inquiries by 42%.

EDUCATION

Bachelor of Science, BS in Business Management

Salisbury University, Salisbury, MD

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