Customer Service Technical Trainer

Debra A. Francis, MBA., MS.

813-***-**** - *****.********@*****.***

http://www.linkedin.com/in/debra-francis-3462944/

Experienced technical trainer with a Certification in E-learning. Passion for excellent customer service, exceptional adult learning trainer. Consistent high CSAT ratings. Employ expert communications skills. Experience in employee motivation.

PROFESSIONAL EXPERIENCE

Kodiak

IFS/MWO Trainer 06/2025 - Present

Training Delivery: Conduct instructor led, and virtual training sessions to train service and operations department.

Stakeholder Engagement: Communicate with technical writers and instructional designers on business goals.

Kaseya

Technical Trainer 07/2024- 12/2024

Training Delivery: Conduct training for franchise clients, on multiple cyber security software and virtual & Instructor-led training sessions. Prepare learners to pass certification exam.

Content Development: Collaborate with instructional designers to develop technical accuracy and engaging training material.

Customer Empowerment: Develop a deep understanding of customer use cases to create relevant, impactful training experiences. Support learners to acquire knowledge and skills.

Eversource, Inc.,

SAP End User/Technical Training Consultant 08/2023-06/2024

Eversource SAP system implementation for oil, gas, and energy industries

Deliver SAP S/4 HANA, SAP C4C vILT classes.

Train Customer Service front office application and Technical/Billing the back-office application.

Team Lead for post enterprise-wide launch bridge line to assist colleagues.

S/4 HANA project experience with various modules of SAP.

Experience with major ERP systems

Assist in developing and update training materials, modules, and curricula.

Knowledge of Instructional Design Theory and Adult Learning Principles

Dominion Energy, Inc.,

SAP End User/Technical Training Consultant 09/2022-06/2023

Dominion Energy SAP system implementation for oil, gas, and energy industries

Deliver SAP S/4 HANA, SAP C4C vILT classes.

Train Customer Service front office application, Technical and Billing the back-office application.

Team Lead for post enterprise-wide launch bridge line to assist colleagues.

S/4 HANA project experience

Experience with major ERP systems

UPC/FIELDPRO 10/2022 – 12/2022

Independent Claim Adjuster

Authorizes payments to routine property/casualty claims.

Correspond with policyholders, contractors, field adjusters, and property managers to gather important information to support contested insurance claims.

Prepare reports on investigation findings.

Review field inspections report to document damage or loss.

Small Business Administration 05/2020 – 6/2022

Loan Specialist

Process COVID business loans and disaster loans.

Apply accepted financial procedures to analyze the applicant’s financial resources.

Review all pertinent facts needed to make eligibility determinations.

Collaborating with FEMA to minimize fraud.

Ensure loan files contain all pertinent documentation, recommendations and decisions.

Alternate (Team Lead) Reviewer for fellow Loan Officers.

Train new hire loan officers in loan processing and best practices.

Baldwin & Associates (ADR Consultants) 01/2015 - 05/2020 Conflict Resolution Consultant

Identifying and analyzing areas of conflict within an organization or between individuals.

Designing and implementing conflict resolution processes and strategies.

Facilitating open and effective communication between parties in conflict.

Mediating negotiations and discussions to resolve disputes.

Offering advice and guidance on conflict management techniques.

Training and mentoring staff in conflict resolution strategies,

Listen to, understand and synthesize a variety of different perspectives.

Decisive confidence to make effective strategic decisions, and act on change.

Critically read, comprehend and analyze a situation.

Anthem (Clarity Consultants) 10/2018 - 01/2020 Health Member Representative System Trainer Specialist

Training Customer Service Representative of Major Health Small Business AdministrationManagement Company on a new membership management platform.

Train new hires on 7 legacy systems.

Assist with syllabus development to monitor training schedules for multiple systems.

Recorded micro-training videos to upload to the Knowledge Library.

Collaborates with subject matter experts (SMEs) to ensure compliance requirements.

Facilitate learning for associates, management, sales, clinical, technical and operations.

Train with learning and cultural differences domestically and globally.

Experience with Ingenio-Rx Systems, PSL or CPCC

City of Dallas (Sierra Infosys) 10/2018 - 11/2018 311 Non-Emergency/Salesforce Technical Trainers

Train City Employees on a 311 Non-emergency application on Salesforce platform.

Outstanding communication skills and comfortable managing classrooms ranging up to 100.

Excellent organizational and time-management abilities to train Call Center employees.

Quickly learned the 311 technology to train 700 City employees

Presented confidently with clear communication skills with strong classroom ILT.

SPRINT (The Training Associates) 06/2018 - 09/2018

Enhanced New Hire Trainer

Train new hires to work more efficiently using workforce development systems for monitoring.

Curriculum covered HR policies, benefits, employee expectations, sales process, troubleshooting, network reliability, and customer experience, and customer service

Positive training experience using gamification, role-playing, and team building.

Collaborated, partnered with process owners and managers to assess the training needs.

Analyze new hire test results for certification and corporate workforce expectations.

ASI Insurance/Progressive Insurance (Fieldpro) 09/2017-03/2018

Independent Claim Adjuster

Denies, settles, or authorizes payments to routine property/casualty claims based on coverage, appraisal, and verifiable damage.

Correspond with policyholders, contractors, field adjusters, and property managers to gather important information to support contested insurance claims.

Make recommendations for settlement of routine property/casualty claims based on coverage, appraisal, and verifiable damage.

Prepare reports of investigation findings.

Review field inspections report to document damage or loss.

Successfully negotiated with property owners & firm to resolve conflict, agree to a mutual decision.

SPRINT (The Training Associates) 03/2017-09/2017

Enhanced New Hire Trainer

Train new hires in HR policies, marketing, employee expectations, sales process, troubleshooting, network reliability, and customer experience.

Positive interactive training using gamification, role-playing, team building, and competition.

Work with management to design guidelines and instructions for long-term success.

Coordinates training activities; identifies knowledge/skill gaps and planning training strategies; and, as needed, coordinates HR training requirements.

Analyze new hire test results for certification and corporate workforce expectations.

Walmart (GTS Inc.) 01/2017-04/2017

Customer Experience Trainer & Coach

Coach and train managers and sale associates to improve the customer experience in the self-checkout area. Train the managers on self-checkout troubleshoot.

Train and coach the associates on how to engage with the customers, assist the customers, invite customers to use the self-checkout area, and maintain a clean and efficient self-checkout area.

Troubleshoot when necessary and monitor the cash management.

Johnson Controls (The Training Associates) 10/2016-12/2016

EIR Mobility Trainer

Electronic Inspection Reporting trainer. Trained technical inspectors on EIR Application integration.

Instructor-led training using consistent real-world examples to ensure students feel confident with the work task.

Frontier ISP (Convergenz) 06/2016-09/2016

IHD New Hire Technical Trainer

Technical trainer for Frontier Internet Service provider.

Train new hire in a call center to conduct technical support to Frontier customers using Knowledge Management Portal, CRM Portal and other diagnostics and troubleshooting system.

Sally Beauty (Clarity Consultants) 04/2016-06/2016

POS/IPAD Trainer

Train district leaders and store leaders on how to use IPADs in a retail environment.

Facilitated high level of network security using critical thinking methodology for trouble shooting.

Trained in customer usage and education to best serve the customers. Interacted with, monitored, and managed group.

SPRINT (The Training Associates) 03/2015-01/2016

Trainer & Facilitator

Train new hires of sales consultants and managers on SPRINT’s Retail Management System POS system.

Demonstrated the use of interactive applications to assist customers with their device selections.

Managed classroom environment and co-facilitated virtual classes on SABA training platform.

Used critical thinking methodology for trouble shooting and customer service deescalating skills.

Interacted, monitored, and managed group dynamics in establishing a successful and rewarding learning experience.

EarthLink (The Training Associates) 07/2013-08/2014

Technology Trainer

Trained EarthLink clients on how to use the VOIP phone system integration. Conducted training at the customer’s site during hours of operation.

Facilitated training on online software access.

Trained the administrators on the management and administration of the phone systems.

Morgan Stanley Smith Barney (The Training Associates) 03/2012-08/2012

Team Leader, Lead Trainer Consulting Group

Enterprise-wide (Salesforce) systems conversion to deliver training to Financial Advisors, and Investment Managers.

Team leader supervised a team of 3 facilitators operated in compliance with the regional team leaders’ directives.

Manage the daily training activities, scheduling, troubleshooting, and training documentation.

Deliver personal coaching, scheduled daily classroom curriculum.

Prepare performance appraisals and progress to present to the firm’s leadership.

Schedule, deliver, and evaluate certification-required courses top producing branches.

Bank of America (Training Folks) 01/2011-01/2012

Mortgage Processing Trainer

Trained mortgage associates on mortgage processes, enterprise-wide systems (Salesforce).

Conducted daily assessments and knowledge test.

Trained customer service managers on OCC mandates and customer service skills.

Trained correct process support managers to properly process accounts through government homeowners’ programs.

Create daily reports to update management on associates’ attendance, progress, and curriculum recommendations.

EDUCATION

College University - University of Maryland Global Campus College Park, MD

Master in Business Administration 06/2007

College University - University of Maryland Global Campus College Park, MD

Master of Science Technology, E-Commerce 12/2005

College University - University of West Florida Pensacola, FL

Bachelor of Science, Business Administration/Marketing 06/1991

PROFESSIONAL DEVELOPMENT/CREDENTIALS

Captivate - Articulate - Xactimate - Dreamweaver, Flash, Html, PHP, SEO

CRM- Customer Relationship Management – Salesforce – SAP

INDUSTRY TRAINING EXPERIENCE:

- Instructor-led – Virtual – Coaching- Blended learning

WEB & VIRTUAL TRAINING EXPERTISE:

WebEx – ZOOM - WebTycho/Cyber Community - MS Live Meeting - Adobe Connect - Saba Goto Meeting

Contact this candidate