Manager Marketing, Trainer, Customer Service, Computer, Product Mgr
Resume:
SUSAN MILLER
****************@*****.***
**** * ****** **. ********, Co. 80227
Solid background in management, curriculum development and training in the USA and
overseas. Masters level education in Group Development and Change, Organization Behavior
and Training and Development. Experienced in developing curriculum for universities and
businesses in soft skills, information technology (IT), information systems, leadership,
software and hardware. Experienced training in e-learning, classroom and blended
environments.
EXPERIENCE BCS Incorporated, Arvada, CO 2015-2016
Business Analyst/ Corporate Trainer
The Business Analyst / Trainer role requires regular interaction and coordination with
clients, software development staff, and the IT team to ensure requirements are
properly documented, translated, and interpreted. The Analyst/Trainer develops testing
plans and user cases for the testing phase of the software, and facilitate the delivery of
the final solution by developing user manuals and providing training.
● Understand client business processes and guide the implementation or
streamlining of business processes.
● Provide training to users and other trainers on software products.
● Elicit requirements and scope using client interviews, workshops, shadowing,
document review, surveys and other techniques.
Urban Lending Solutions, Broomfield, CO 2010-2015
Assistant Manager of Training/Trainer II/Corporate Trainer/Letter Writer/Advocate -
Executive Complaint Resolution for the Office of the CEO and President of Bank of
America in the Home Loans and Mortgage Division: Facilitate new hire readiness
courses and consult with business partners to design new training modules. Also
facilitate Green Tree initiatives and facilitate Urban University courses.
● Facilitation for Microsoft Outlook, Excel, Word, PowerPoint, Access, and SQL, 7
layers of OSI, Sales Force and CRM tool.
● Developed, trained and oversight of 300 employees for a start-up call center,
included quality component and reporting. Established processes to meet 95%
or higher quality standards.
● Champion all new software, develop training programs and deliver training
through various methods such as: in person, online, blended
● Facilitate train the trainer sessions for new projects.
● Conduct needs analysis, design and evaluate training programs and modules
using the ADDIE model.
● Designed LMS system for reporting and metrics
● Report current trends to senior leaders and mentor trainers.
● Experienced developing curriculum with Camtasia, Articulate, PowerPoint, etc.
● Superior communication skills: Experienced in leading training sessions,
managing multiple projects and delivering presentations to groups of up to 150
attendees.
Various Overseas Universities and Businesses
Russia, China, Japan, Turkey, Thailand
University and Business Instructor/Manager –
● Managed remote Computer Assisted Language Learning (CALL) operations
centers.
● Developed and managed training function for universities and business partners.
Including developing scripting and editing material for training purposes.
● Responsible for teaching IT, IS, Management, Computer courses, Business,
Marketing, and GMAT preparation at universities across the world.
Level 3 Communications and Time Warner Telecom
Broomfield and Centennial Colorado
Marketing and Staff Assessment/Senior Product Manager/Database Manager –
● Development of staff development reports for corporate clients nationwide.
Analyzed and compiled assessment results used to create customized reports.
● Coordinated the activities of cross-functional, geographically dispersed project
teams (both internal business division and external vendors) to create and
deploy courses.
● Analyzed data and gave recommended solutions to identified processes.
● Developed and managed call center for all data and transport products to
high-end clients. Trained call center associates and created processes for
interacting with internal departments to solve customer inquiries.
● Developed and facilitated training on Data, Transport and VOIP products using
the ADDIE process.
● Managed marketing communications for domestic and international projects.
US West Communications and AT&T,
Denver, CO – Phoenix, AZ – Albuquerque, NM
Trainer / Information Technology Project Manager/ Lead New Product Developer/
Marketing Training Manager/ Lead Product Manager/ Senior Project Manager/
Business Analyst/ Information Systems Manager
Developed and facilitated customer service training for all sales associates in the
14 state US West region. (approximately 2000 associates)
● IT new release project manager for over 20 different databases.
● Worked within a team environment to carry out a full range of marketing
functions including vendor selection.
● Created a process documentation guide that led to improvement in quality and
time savings.
● Led successful Web site promotions.
● Developed creative print and online marketing collateral. Provided direct support
to senior management.
● Managed IBM mainframe and Univac systems including programming and
maintenance of data for all systems.
● Legal Division training for quality control, created templates and processes for
improving quality.
SKILLS Supervisory and Management experience, Process
Improvement Identification, Coaching and Excellent Computer
Skills (Microsoft Suite) – Conflict Resolution - Instructional
Design – Experienced University Instructor – Classroom
Management – Information Technology and Systems –
Excellent Oral and Written Communications –– E-Learning
Experience – Quality Control
EDUCATION Webster University
Master’s Degree - Computer Resources and Information Management – 2003
University of Phoenix
Bachelor of Science Business Administration Degree - 1991
Marketing Certificate - 1991
Project Management Certificate – 1998
ITTT – Phuket, Thailand
Teaching English as a Foreign Language Certificate - 2004
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