Sheri L. Drake

**** **** **** #***

Indianapolis, IN 46237

463-***-****

adsya4@r.postjobfree.com

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.

Contact this candidate