Sarahnell Linda Bady-Jenkins

***** ******** **.

Richton Park, IL 60471

708-***-**** and 708-***-****

ads5ej@r.postjobfree.com

SUMMARY

Dynamic teacher, trainer and manager, highly skilled in diverse industries, program development, after implementation support, business operations, conflict management and implementing safety and product use methods. Background includes writing process manual, reducing cost of production raw materials, increasing productivity, change management, call center, training/educating clients/colleagues(various processes) and selling products. Recognized for communicating, customer service/support, instructional design and training end users in telecommunication, medical, retail and manufacturing.

Curriculum Development

Project Management

Manager, Team Lead, Senior Support

Trainer (SAP, CRM, SCM, Dynamic)

Telecommunication (Sprint, AT&T, T-Mobile)

Webex

Healthcare (NextGen, Allscript, Epic, Cerner)

Livemeeting, Zoom, Google Meet

Pharmaceutical

Medical/Clinical

Microsoft Office

Siebel (7.4 to 7.8)

PeopleSoft (7.0-7.8)

QA Tester

Customer Service/Support

PROFESSIONAL EXPERIENCE

EXCEL ACADEMY OF SOUTH SHORE, Chicago, IL

Math Teacher, Oct. 2019 to Present. Teaches Algebra, Algebra 2, Trigonometry and Geometry. Responsible for developing curriculum for each subject and making sure it adheres to the standards and common cores set by the Illinois Department of Education. Also responsible for developing school wide programs for all students that encompass reading and mathematics concepts.

CCA ACADEMY, Chicago, IL

Math Teacher, Aug. 2017 to Aug. 2018. Taught Algebra I, Algebra II, Geometry, Trigonometry, and Consumer Math. I also mentored senior students on attending college

after graduation. Practiced creative justice for all disciplinarian issues.

VARIOUS COMPANIES (CSI, PTP, Select Group, HCI, HTC, Leidos, Meditec, Optum)

Training Consultant, July 2009 to June 2017. Trained doctors, nurses, and non clinical personnel on Epic, Cerner, NextGen, and Allscripts applications. Required to modify training materials due to each hospitals or clinics workflow requirements. Participated in initial startup of application for hospitals, clinics, and physicians. Pariticipated in many go-lives which averaged two weeks in supporting all hospitals' and clinics' personel. Trained help desk personel for supporting hospitals and clinics personel after go-live event.

KELLY SERVICES, Chicago, IL

Customer Service, Dec. 2007 to Dec. 2008. Working for various companies (AllState and McGraw Hill) performing customer service functions for inbound and outbound calls.

McGraw Hill

Provide support to sales representatives for potential orders from external customers and update data base in proprietary application. Also, explained product usage and sent samples to potential customers. Informed department chairpersons of the sales representative for their district and supplied information when the sales representative will be visiting their school with more samples for viewing.

AllState

Customer Service-Worked several months for an insurance company assisting internal personnel with claims over the phone in an inbound/outbound call center. Used proprietary application (CRM/ERP) for updating customers’ data and checking information for claim status.

AMERICALL GROUP, Merriville, IN

Help Desk Support Trainer and Curriculum Developer, August 2006 to Dec. 2007. Contracting company that handles calls for Time Warner in the Midwestern and Southwest regions of the United States. Updated and developed training materials for training new hired help desk representatives (Tier 1). Also, listened to representatives’ calls to make sure they were adhering to the methodology taught the previous four weeks before handling calls in the call center. Responsible for training, planning, developing and evaluating new hire agents. Worked overtime with customers over the phone supporting internet services for Time Warner Cable in the southwest region. Handled calls dealing with VPN, email, outlook, internet connection (operating systems related), and hardware of laptops and desktop computers.

COMPUTER GENERATED SOLUTIONS/IBM, New York, NY

Highly recognized consulting company that has projects with well known companies that hire contract consultants throughout the United States.

Contract Consultant-Cingular/AT&T/BellSouth Sept. 2004 to April 2006

Trained 1,120 Customer Care Specialists in AT&T call center (Dartmouth, Nova Scotia) on products and plans of Cingular Wireless. Developed and modified lesson plans as they changed in the Cingular environment. All processes taught by way of PowerPoint, in a classroom environment. Many changes had to be made at last minute to make sure specialists are receiving correct information concerning new wireless company's procedures. Also, presented presentation to Managers and Supervisors of the new wireless company plans and how it would affect their individual departments. Delivered the curriculum according to the design to ensure standardized and consistent delivery of material. Provided subject matter expertise in certain areas for effective course management and delivery.

Delivered training to sales representatives in the retail market for the purpose of selling wireless data to consumer and business customers. Taught representatives about data technology and informed them of the type of data products that can be performed on different devices from cell phones to palm devices. Taught sales staff on new software and sales techniques.

Delivered training of proprietary application (Siebel 7.7 and CTI) to Troubleshooting Agents in the BellSouth Call Centers. Presentations were done with PowerPoint support and hands-on activity for the agents and assessments given for the purpose of monitoring the learning process. Responsibility included making necessary changes to the curriculum, modifying the PowerPoint presentation, ensuring agents understood the correct process to follow, and changing teaching techniques to meet the agents' need.

SPRINT, Bolingbrook, IL 2000-2004

A leading telecommunication provider serving more than 26 million customers in 100 countries with $26 billion in annual revenue.

Specialist Tier III (Customer Support)3 GCC-Bolingbrook, IL (2002-2004)/Call Center Trainer

Increased customer services in the areas of selling of data and voice products. Strong presentation and facilitation skills with resolution ability in a timely manner concerning sales of data and voice problems related to the 3G Network Architecture. SAP CRM, SCM and FI application for training Help Desk Representatives and Finance Representatives (in corporate office). Also trained representatives on internal sales software in retail stores (POS).

Change Management

Supported and participated in major projects for the change of hardware and software in the help desk and sales ordering departments. Maintained Change Management documentation to support business needs in the help desk and sales ordering departments. Advised and trained Managers and Supervisors of the new technologies that were being installed for the call center and presented to them the changes coming in the future for individual departments.

Process/Curriculum Development

Wrote curriculum (training manuals) after careful viewing of new applications for the purpose of teaching the new software to other trainers and help desk personnel. Coordinated pilot and test activities. Presented reports of activities to management. Trained representatives on new applications for internet support and continued training for selling data and voice products. Trained retail personnel on the proprietary software (Point of Sales). Trained representatives how to use new application to input information, set up accounts initially, set up billing, order products, troubleshoot, and activate cell phones. Trained human resource personnel on the financial module of proprietary software and taught representatives in the call center the importance of handling customer's credit card information and securing customer's account.

Trained new hire (help desk representatives) on activation, managing customer accounts, phone number management, billing management and equipment ordering (Siebel: Front end-users-7.4). Acted as new hire first Team Lead and monitored their calls, maintained schedule adherence, coached representatives on call management/adherence and scheduled prepared representatives to permanent Team Leads after training period.

Project Management

Played an important role developing help desk into Sprint call center with a 5.5 million dollar budget. Responsibility of training regular customer service representatives on troubleshooting skills and new applications, developed training materials and helped in the implementation of new telephony CTI system for help desk department.

Enhanced classroom skills and credibility by performing job duties of the representatives, in which, working on the phones receiving inbound calls for assisting customers on their bill, service plan, account maintenance, and troubleshooting phone errors (help desk using an application called Remedy). Created and prepared weekly reports to 15 Team Leads, dealing with the errors occurring on the 3G data network and the resolutions for these errors.

Customer Service Specialist, Business (2000-2002)

Successfully managed business customers’ accounts by identifying plans to suit their needs and educating them on their bill. Application used in call center (CRM ERP).

Mentored team members on plan changes and new training procedures. Rectified credit checks to meet the customers' need.

EDUCATION

B.A. degree in Biology, with minor in Mathematics and Chemistry. Augustana College, Rock Island, IL.

B.S. degree in Mathematics. Governor State University. University Park, IL.

Masters of Education. Phoenix University, with emphasis in Curriculum and Instructions with concentration in Mathematics Education.

REFERENCES GRANTED UPON REQUEST

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