Customer Service Training Consultant
Resume:
Sheri L. Drake
Indianapolis, IN 46237
**********@*****.***
EDUCATION: Bachelor of Arts, Glenville State College Major: Education Emphasis: Business
WORK EXPERIENCE:
Fiserv – Implementation Specialist May 2021 - Present
Executed critical business operational tasks that are required to deliver against project objectives
Executed business, operational and technical tasks in accordance with defined process and procedures
Developed expertise across a broad spectrum of solution deliverables
Coordinated and orchestrating with other team members to achieve goals, remove roadblocks and deliver results
Communicated and reported project status, issues and risks to key stakeholders and leadership
Contributed to continual improvement initiatives to drive automation, efficiencies, quality, and consistency in operation
March 2019 – April 2019 Semi-Retired
Cook Medical, Bloomington, IN - Contract Training Specialist – July 2018 to March 2019
Responsible for assisting with document control, assisting subject matter experts in developing training content, maintained training records, assisted with creation and updating of Manufacturing Instructions.
MacLaren Group – Contract Trainer for Projects, August 2016 – Present
Delivered POS (Point of Sale) software training to end-users in the U.S. on Glory Global cash recycling machines.
Conducted troubleshooting of all hardware and software post installation and the delivery of associate and management training content.
Batesville Casket Company, Batesville, IN – Implementation & Training Specialist – July 2014 to April 2016
Monitored clients' website implementation life cycle
Maintained customer accounts in Sales Force
Trained and coached customers on self-service web based tools
Assisted with updating software training program documentation
The Training Associates, Westborough, MA, Contract Training Consultant – January 2011 to February 2014
Trained proprietary software for Morgan Stanley Smith Barney during merger integration
Traveled 100%
Responsible for scheduling and coordinating propriety system training for assigned U.S. Branch Offices
Coordinating with Branch Managers to understand the business functions supported by the complex
Facilitating Instructor Led Training and one-on-one training with Financial Advisors and CSAs.
Reporting daily metrics, feedback and unanswered questions as directed
Trained and supported financial advisors and customer service associates in two different call centers
Provided excellent customer service to all advisors and associates by building relationships and trust
JPMorgan Chase, NA, Columbus, OH - Training Specialist, Receivables Operations –March 2006 – August 2009
Trained and supported associates in multiple call centers within the Chase environment
Utilized Rapid eLearning to develop and deliver training materials.
Created/developed job aids to support process/functional communication and learning.
Partnered with the Business Resiliency Unit to ensure successful implementation of Business Resiliency/Disaster Recovery plans in WV, KS, and MI.
Leveraged technical skills/competencies and expertise in MS applications to support development, testing and implementation.
Served as supervisor for WV child support site during a 3 month extended leave of absence of regular supervisor
Responsible for maintaining a procedure database and training materials for specific job functions throughout Home Equity Loan Servicing.
Developed instructional materials by working with Subject Matter Experts to understand aspects of policies, procedures, systems, or skills requiring instruction.
Demonstrated excellent verbal and written communication skills.
Revised Chase templates with new letterhead and implemented new design for each department within Research, resulting in significant cost savings.
Integration Services Group, formerly Productivity Point International,
Senior Training Consultant/Independent Contractor, Charleston, WV/Indianapolis, IN 1998 – 2003
Mentored junior training consultants to ensure that they fit the PPI model for instructors.
Maintained accurate database records as related to class attendance and evaluations for all classes.
Provided continuing education certification to clients as needed.
Delivered application training to various clients in public and private class settings.
Trained West Virginia secondary teachers statewide on Microsoft Office, Corel and Lotus Suites for the West Virginia Department of Education SUCCESS Project.
Trained and provided desk-side support for client’s customer service/sales representatives on proprietary software used for order entry/order management.
Provided training and support for the Adelphia Communications call center in Plymouth, MA for a period of one year
Responsible for creating and updating Adelphia Communications training documentation and job aids for customer support representatives.
Trained proprietary funeral planning and cash reporting software for client’s employees in West Virginia, Virginia, Kentucky, Ohio Pennsylvania, Florida and Louisiana.
Provided excellent customer service to all clients
Traveled 100% for proprietary projects.
Jostens Learning Corporation, Charleston, WV, Educational Consultant 1991 – 1997
Responsible for implementation of proprietary integrated curriculum software designed to increase state test scores.
Responsible for training up to 15 classroom teachers on curriculum software.
Provided ongoing staff development and ongoing desk-side support to classroom teachers throughout West Virginia.
Responsible for creating monthly schedule and managing hours visited at each site according to contractual obligations.
Responsible for accurate records to provide proper billing information.
Responsible for maintaining communication with school administrators.
Provided excellent customer service to educators by building relationships, returning calls, answering questions in a timely manner.
Traveled 100% throughout West Virginia.
Spencer High School, Spencer, WV, 9-12 Business Instructor 1986 - 1991
Instructed students in business education including computer literacy, accounting and keyboarding.
Managed up to 30 students in classroom settings.
Maintained accurate record keeping of class attendance and student grades.
Demonstrated order and proper classroom management.
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