Customer Service Training

Adrienne Thomas

Charlotte, NC

**********@*****.*** – 678-***-****

OBJECTIVE: Obtain a position in training and development where I can help the company and individuals grow to their fullest potential.

WORK EXPERIENCE

Senior Analyst/Facilitator/Instructional Designer, Payroll Training

Compass Group – Corporate

Charlotte, NC

January 2018 - present

•Develop and facilitate new hire curriculum using ADDIE process through authoring tools – Articulate Storyline, PowerPoint and Word

•Merged five e-learnings into one e-learning with branches using Articulate Storyline

•Facilitate new hire training & software webinars

•Develop animated video, hand-on activities and scenarios, facilitator and participant guides and job aids

•Facilitate ice breakers, soft skills training for Active Listening, Written Communication and Email Etiquette

•Produce monthly department newsletter

Payroll Tax Analyst

Ingersoll Rand

Davidson, NC

October 2017-January 2018

•Review, research, and resolve tax jurisdiction inquiries.

Training Facilitator

Walmart - Global Business Services

Charlotte, NC

May 2017 to September 2017

•Facilitated change management curriculum

•Updated curriculum PowerPoint slides, interactive participant and facilitator guides from Spanish translation to American colloquiums

Payroll Tax Manager

TriNet

Fort Mill, SC

January 2014 to March 2017

•Manual calculation of Group Term Life Insurance imputed income for W2 statements.

•Manual balance of W2 to check calculations.

•Used Salesforce CRM

Learning Specialist

ADP

Alpharetta, GA

April 2010 to July 2013

•Delivered payroll customer service and ADP software instructor-led training to 100+ new nonpayroll contract employees (70% became permanent employees) using role-playing simulations, team exercises, group discussions, video, and lectures.

•Delivered soft skills virtual training via WebEx and Live Meeting for topics such as Customer Service, Crucial Conversations, and Net Promoter System, etc., using breakout rooms, real-time polls, remote technical assistance, quizzes, and attention monitoring tools.

•Developed pre-work, facilitator and participant guides, learning games, job aids, and assessments for participants to ensure training was interactive and effective.

•Trained payroll subject matter experts on policies, procedures, and complex payroll items to reduce payroll errors, and ensure employee pay was as accurate as possible.

•Administered complete training curriculum using Learning Management System tools including Cornerstone, Learning Edge, and QuestionMark. Enrolled associates in training, verified curriculum completion, and assessed participant evaluations.

•Managed classroom environment for the diverse population of ages, education levels, and work experience of 2-18 associates for their first 90 days of employment to ensure new employees understood the company culture and technical skills they needed to perform their jobs.

•Provided training metrics for attendance, participation, assessment scores and job readiness to Learning Management team and Service Team Management.

•Received evaluation scores for overall trainer instructor-led and virtual instructor-led evaluation scores of 95% and overall course evaluations of 91%.

Payroll Consultant

ADP

Alpharetta, GA

February 2006 to April 2010

•Trained payroll staff and call center employees on customer services skills such as how to ask probing questions to better obtain the root cause when resolving tax and other payroll related issues

•Developed root cause analysis to improve efficiency for payroll and year-end processes

•Participated in process improvements to enhance the performance and efficiency of the payroll department

•Assisted in the development, testing, and implementation of new or modified system changes to meet shifting requirements.

EDUCATION

BS in Marketing Management/Speech Communications

University of North Carolina at Greensboro

Greensboro, NC

SKILLS

Facilitator (10+ years), Microsoft Office (10+ years), Adobe Photoshop (1 year), Adobe Illustrator (1 year), Facilitator (10+ years), Articulate Storyline 360 (8 months), Captivate 9 (6 months), Salesforce (3 years) Project management (3 years)

LINKS

http://www.linkedin.com/in/adwthomas

https://adwthomas.wixsite.com/learninganddesign

CERTIFICATIONS/LICENSES

Instructional Design Certificate

Association of Talent Development

Currently pursuing online study

Toastmasters Advanced Communicator Bronze/Advanced Leader Bronze

April 2010 to Present

Demonstrates superior leadership and speaking skills

GROUPS

Toastmasters

July 2007 to April 2010

VP Education, President

World Class Leaders Chapter

July 2018 – June 2019

VP Public Relations

Compass Speaks Out Chapter

July 2018-June 2019

District 37, Area 31 Director

Association for Talent Development – Charlotte Chapter

May 2017 – present

VP of Professional Development

January 2020 – December 2020

Co-VP of Programs

ADDITIONAL EDUCATION

Pursuing Instructional Design Certificate – Association of Talent Development

Instructional Design: Agile Instructional Design

Instructional Design: Creating Video Training

Instructional Design: Working with SME's

Instructional Design: Adult Learners

Instructional Design: Models of ID

Instructional Design: Needs Analysis

Instructional Design: Storyboarding

Instructional Design: The Neuroscience of Learning

Graphic Design for Business for Professionals

Photoshop Basics

Gimp Essential

Inkscape Essential

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