Data Entry It Systems
Resume:
Michael R. Mills
Upper Marlboro, MD *****
***************@*****.***
Job Target: IT Systems Implementation Specialist / IT Systems Trainer / Corporate Trainer / Facilitator / Training Consultant
Knowledge / Capabilities / Skills / Experiences
Highly experienced Corporate, Conversion IT Systems and System Implementations Project Manager/Technical Trainer working with major corporations in the Finance, Banking, Mortgage, Retail, Telecommunications, Federal/ State/ DC & Military Governments and Healthcare industries.
Senior Lead Trainer on multiple corporate mergers specializing in training employees converting from Legacy systems to New Platforms in Telecom, Healthcare, Banking systems.
Project/Program Manager for Verizon implementing New/Upgrade installations of Telecom systems, Phones, Data Networks and Billing/Service Order Systems.
Extensive training experience in Customer Call Centers, Collection Centers, Banks, and Financial Branches within the domestic USA and internationally.
Trained and Coached New Hire classes for Banking/Financial Institutions, Call Centers, Corporate Mergers and Acquisitions/Conversion training for Call Centers, Retail Stores, Telecommunications Corporations, Government and Health Care Facilities.
Delivered various methods of training such as Classroom/ILT, Virtual Training via WebEx, Live Meeting, Adobe Connect, Zoom, MS Teams, Webcam, Train-the-Trainer, In-Branch/On Site training and one-on-one Coaching /Training.
Provided Technical Training/Help Desk support on proprietary software implementations to major Financial, Healthcare and Telecommunications companies.
Trained Finance/Wealth Advisors, Branch Managers, Asst. Branch Managers, Licensed/Non-Licensed Financial Sales Consultants, and Business Financial Sales Consultants, Tellers, Platform, Call Center Managers, Coaches, Call Center/Collection Representatives, on Policy and Procedures, proprietary systems, and Job Specific functions.
Trained Bank of America Mortgage Loan Processors, Customer Relation Managers, Team Leads, Proficiency Coaches and Underwriters on Home Loan Modifications, Foreclosures, Bankruptcy, Loan Servicing, Salesforce, and Customer Service skills remotely via Live Meeting, WebEx, Zoom, MS Teams, Adobe Connect and Instructor Led Training in classrooms and one-on-one coaching and call monitoring/observations.
Provided Coaching, Training and Development, Project Management, Leadership, Diversity, Management, Conversion Support, Sales, and Product training,
Proprietary Software Application Implementations, Help Desk, Staff, Technical Support training services and various Soft Skills, Learning Management Systems and E-Learning.
Lead Trainer on Major conversion of Paper Records and flowsheets to Electronic Medical Records for DaVita Dialysis Centers throughout the United States.
Conduct needs assessments for Call Centers and Learning Centers in Verizon footprint to determine training requirements to design training programs, facilitate the process, and evaluate outcomes and customize training materials, procedures and documentation to clients’ needs and requirements and provide one-on-one coaching as needed.
Strong leadership, consultative and communication skills, with the ability to effectively lead groups of individuals and facilitate the delivery of training interventions to adults at various organizational levels.
Ability to work tactfully with diverse groups of people and to learn new processes, tasks, and techniques and to master new concepts, ideas, and practices in a very short time.
Work Experiences
Financial Institutions / Banks / Wealth Management
•Conducted New Hire Training for Tellers, Platform, Management and Sales and coaching to Citizens Bank, PNC Bank, Regions, AM South and National City Bank employees for Traditional and In-Store Branches in the Retail markets for Consumers and Commercial Businesses.
•Provided Pre/Post Conversion Training and Coaching to Regions Bank, AmSouth Bank and Fulton Bank employees, Branch Managers, Platform and Tellers on the newly converted systems and new policy and procedures. Courses included Teller, Platform, Consumer/Commercial Loans, Branch management and Bank administration.
•Responsible for 18 Branches in NE Arkansas Region providing daily training, coaching, technical support, and executive support to Regional Vice Presidents.
•Completed training/conversion schedules for NE Region with 100% completion rate consistently ahead of scheduled timeframes. Maintained a #1 status in the Arkansas region for completing Pre/Post Conversion training.
•Classroom, Virtual, Web Based and one-on-one Coaching to bank employees. Primary point of contact for all training/coaching activities for regional branches.
•Developed job aids and tools for bank employees to use during conversion process.
•Integrated with Bank of America’s Global Learning Organization and assisted with the delivery of "new to role" or "new hire" training that prepared Associates for the new CRM role using a new Salesforce platform.
•Training delivered live in a classroom or live virtually (via Windows Live meeting and WebEx)
•One-on-One Coaching, floor support, ILT and Virtual Training via WebEx to Morgan Stanley Smith Barney Financial/Wealth Advisors on new products and systems for Pre/Post conversion.
Training & Development Projects – Verizon/ GTE / PTE International Corporation
•Designed and implemented a training curriculum for a New Learning Institute in Addis Ababa, Ethiopia, teaching Leadership, Business skills, Customer Service and Call Center skills to Ethiopian Telecommunication Corporation (ETC) employees, managers, and staff.
•Implemented and delivered a New Blended learning curriculum and LMS system.
•Project Conversion Lead for conversion of GTE and Verizon Communication companies on their financial, sales, billing, provisioning systems and provided one-on-one coaching.
•Trained Call Center’s new hires initial training classes and post-training coaching to former GTE employees on Verizon’s Financial, Sales, Billing and Provisioning systems, and new Long Distance and Broadband Data products.
•Trained and coached Verizon FIOS Retention Center New Hires and FIOS Provisioning Center representatives on new FIOS products, services, systems, policies, and procedures.
•Developer for Verizon’s Workforce Development Staff where I developed, updated, and modified training material for the Large Business New Hire curriculum. Tested and QA’d courseware on various system applications.
Trainer / Developer – NOVATIONS VMS / PROVANT VMS / MOHR Learning
•Trained and coached employees from the Clerical staff level to Executive Vice Presidents of major corporations on various courses in Customer Service, Change Management, Finances, Management Skills, Leadership Development, Computer Applications, Sales, Voice and Data Products, Billing and Order Provisioning and Technical courses.
•Lead Trainer/Developer for Train-the-Trainer (T3) Workshops for all Verizon’s Long-Distance courses for the Small to Large Business Service Centers. Project Leader for a team of Instructors providing technical and floor support in Customer Service Centers.
•Trained and facilitated Diversity Management and Leadership training to Lowe’s Corporation’s Executive Levels (VP) down to the Store Managers throughout the USA.
•Developed and Trained courses in Verizon’s High Speed Solution Centers and provided Technical, Floor and Staff support. Provided one on one coaching as needed.
•Trained New Hire classes to Account Executives, Sales Agents and Sales Engineers on High End Data Products for Verizon Long Distance Data centers and Verizon’s Collection Centers and Verizon’s FIOS Centers.
Chronological Work History
MRM Enterprises LLC
1997 – Present
Contractor - IT Systems Trainer / Corporate Trainer / Project Mgr. / Training Consultant / Implementation & Conversion Specialist / Training Manager/ Business Consultant / Training Developer
•Train employees of major corporations on various courses in Diversity, Change Management, Finances, Customer Service, Management Skills, Leadership Development, Computer Applications, Sales, Voice and Data Products, Billing and Order Provisioning, Policies and Procedures and various technical courses.
•Business Consultant for small business owners and young entrepreneurs.
Lights and Wonder, Inc./ HCL Technology/Raas InfoTech/First Assist Technologies
Apr 23 –Sep 23
IT Systems Implementation Trainer
•Conducted requirement gathering sessions. Lead team meetings
•Prepared, updated, and maintain existing learning material based on the requirements, such as training agendas, course curriculum, learning guides, quick reference guides, PowerPoint presentations, class training materials and all other learning related materials for training classes.
•Delivered instructor-led classroom training for both in-person and remote customer participants using TEAMS.
•Facilitated and supported Super User Training (SUT), End User Training (EUT), and User Acceptance Testing (UAT) with limited supervision.
•Remains informed of new software features, training services, and implementation practices. Collaborates with cross-functional teams of technical and non-technical stakeholders across multiple business units.
•Provide input to product team based on the feedback of end user.
•Lead Technical Trainer on New System Implementation for Lights & Wonder, Inc. Casino employees domestically and internationally.
•Conducted team meetings, Client Requirement meetings to gather Client-specific data requirements, and User Acceptance Testing on Slot Machines and Table Games in Casinos to ensure Client requirements were met.
•Trained Management teams and Super Users and Game Attendants on new systems applications and procedures.
•Provided Go Live Support and Help Desk Support to all employees during and after implementation of new systems.
MRM Enterprises LLC
Jan 20 –Mar 23
Training Consultant - Small Business Owners and Sole Proprietors
•Provide Business consulting for New Entrepreneurs on starting new businesses and Business consulting to small business owners.
AXIOM Learning Solutions - Blue Cross/Blue Shield
Jan 22 - Feb 22
IT Technical Trainer
•Delivered Virtual Webex Salesforce Training to Super Users, Sales/Claims Agents, Supervisors, Managers and Staff on implementing new proprietary systems.
•Integrate change management activities into project plans.
WMATA / Metro Access / MV Transportation Inc
Sep 17 - Dec 19
Division Training Manager - Call Center
•Training Manager for Division 108 Call Center, providing training to all New Hires and existing Call Center employees.
•Develop and implement new training courses and update existing courses and retrain existing staff.
•Work closely with key business leaders to understand change management implications across multiple business units.
•Develop and deliver comprehensive training programs for new and existing contact center employees.
•Create training materials, including presentations, manuals, and job aids, that effectively convey key concepts and skills.
•Facilitate training sessions using a variety of instructional techniques, such as lectures, group discussions, role-playing, and simulations.
•Evaluate training effectiveness through assessments, feedback, and performance metrics, and make adjustments as needed.
•Collaborate with contact center managers and supervisors to identify training needs and develop targeted solutions.
•Stay current on industry trends and best practices in contact center operations and training methods.
•Provide ongoing coaching and support to contact center employees to reinforce training concepts and improve performance.
•Coordinate with internal departments to ensure alignment between training initiatives and organizational goals.
RBS Citizens Financial Group – Citizens
Jun 15 – Aug 17
IT Trainer - Customer Service/Sales Training
•Trained and facilitated new hire classes and Sales training on the new BIC Teller System to New Universal Bankers, Branch Managers, Licensed Bankers, Asst. Branch Managers and Tellers.
•Responsible for Training in the Citizens Bank Footprint locations and branches on Sales, Products, Teller and Sales Systems, and Customer Service Experience training.
Advantage Sales & Marketing- DirecTV / Alorica / SP Data Call Centers
Sep 14 – May 15
Sr. Customer Experience Training Specialist
•Trained and Coached Team Managers, Operational & Site Managers, and Customer Sales Agents on the “BEST” customer service experiences programs to improve Sales performances and provide “Outstanding” Customer Services for DirecTV Call Centers across the USA.
•Implemented a New Customer Experience platform with new policy and procedures for inbound/outbound sales techniques.
•Conducted Side-by-Sides and 1-on-1 Coaching, Call Monitoring, Assessments and QA to evaluate the effectiveness of the training and provide coaching opportunities for improvement.
Training Folks/Training Associates/Kairos Inc./Bank of America Home Loans/ Fulton Bank/ Morgan Stanley Smith Barney/ PNC Bank
Jan 11 – Aug 14
IT Systems Trainer / Facilitator / Coach
•Trained and coached Call Center Managers, Coaches, Call Center/Collection Representatives, Tellers, Platform, Branch Managers, Asst. Branch Managers, Licensed/Non-Licensed Financial Sales Consultants, and Business Financial Sales Consultants on Policy and Procedures, Salesforce, CRM, Proprietary Systems and Job Specific skills and functions.
•Trained Bank of America Mortgage Loan Processors, Customer Relation Managers, Team Leads, Proficiency Coaches and Underwriters on Home Loan Modifications, Foreclosures, Bankruptcy, Salesforce, Loan Servicing (Consumer/Commercial) and Customer Service skills virtually via Live Meeting, WebEx, Adobe Connect and Instructor Led Training in classrooms and one-on-one coaching.
•One-on-One Coaching, floor support, ILT and Virtual Training (WebEx) to Morgan Stanley Smith Barney Financial/Wealth Advisors on new products and systems for Pre/Post conversion.
Eileen Claman Inc - PNC Bank and National City Bank Merger- Greater Washington/MD/VA, Midwest, OH, PA markets / Regions and AM South Bank Merger
Jul 09 – Dec 10
Implementation Specialist / IT Systems Trainer
•Conducted New Hire Training for PNC Bank and National City Bank employees for Traditional and In-Store Branches in the Retail markets for Consumers and Commercial Businesses.
•Trained Tellers, Platform, Branch Managers, Asst. Branch Managers, Licensed/Non-Licensed Financial Sales Consultants, and Business Financial Sales Consultants on courses for Teller, Platform, Consumer/Commercial Loans and System Integration training for conversions from National City Bank to PNC Bank’s systems, products, policies, and procedures.
•Provided Pre/Post Conversion System Training and Coaching to Regions and AmSouth Bank employees, Branch Managers, Platform and Tellers on new processes and procedures on the newly converted systems and new policy and procedures. Courses included Teller, Platform and Consumer/Commercial Loans for Branch management and Sales personnel.
•Responsible for 18 Branches in NE Arkansas Region providing daily training, 1-on-1 coaching, technical support and executive support to Regional Vice Presidents.
•Completed training/conversion schedules for NE Region with 100% completion rate consistently ahead of scheduled timeframes. Maintained a #1 status in Arkansas region for completing Pre/Post Conversion training.
•Classroom and one-on-one Coaching to bank employees. Primary point of contact for all training/coaching activities for regional branches. Developed job aids and tools for bank employees to use during conversion process.
•Conducted Quality Assurance Assessments to evaluate effectiveness of training.
Ethiopian Telecom-PTE International, Inc. / Verizon / American Cyber Systems Inc.
Dec 04 – Dec 08
Corporate Trainer / Developer / Facilitator / Training Consultant
•Designed and developed a Telecommunication training curriculum for a New Business Learning Institute in Addis Ababa, Ethiopia, teaching Leadership, Change Management, Business skills, Customer Service and Call Center skills to Ethiopian Telecommunication Corporation (ETC) employees, managers, and staff.
•Implemented a New Blended learning curriculum, E-Learning platforms and LMS systems.
•Implemented and set up New Call Centers in Ethiopia and trained Managers and Sales Agents.
•Recruited, interviewed, and hired local Ethiopian Trainers to staff the Learning Institute and conducted Train-the-Trainer workshops for new trainers.
•Project Conversion Lead for conversion of GTE and Verizon Communication companies on their financial, sales, billing, and provisioning systems.
•Trained new hire onboarding training classes and former GTE employees on Verizon’s Financial, Sales, Billing and Provisioning systems, Long Distance products.
•Trained and coached Verizon FIOS Retention Center New Hires and FIOS Provisioning Center representatives on new FIOS products, services, systems, policies, and procedures.
•Verizon’s Workforce Development Staff - Developed training material for Large Business New Hire curriculum. Tested and QA’d courseware on various system applications.
Novations VMS / Provant VMS / MOHR Learning
Jan 2001 – Nov 2004
Corporate Trainer / Developer / Facilitator
•Trained employees from the Clerical staff level to Executive Vice Presidents of major corporations on various courses in Diversity & Inclusion, Change Management, Finances, Customer Service, Management Skills, Leadership Development, Computer Applications, Sales, Voice and Data Products, Billing and Order Provisioning and Technical courses.
•Lead Trainer/Developer for Train-the-Trainer (T3) Workshops for all Verizon’s Long-Distance courses for the Small to Large Business Service Centers.
•Trained the Trainers (T3) and Project Leader for a team of Instructors providing technical and floor support in Regional Customer Service Centers.
•Trained and facilitated Diversity Management and Leadership training to Lowe’s Corporation’s Executive Levels (VP) down to the Store Managers throughout the USA.
•Developed and Trained courses in Verizon’s High Speed Solution Centers and provided Technical, Floor and Staff support.
KC Resources Inc. / Verizon (formerly Bell Atlantic)
Jul 1997 – Dec 2000
Senior IT Systems Trainer/Developer / Telecommunications Consultant
•Lead Trainer to implement and train on Verizon’s New Billing and Provisioning systems to call centers throughout the Mid-Atlantic region.
•Developed and facilitated financial workshops to increase the awareness of the computer applications and mechanized tools developed for Verizon’s Regional Customer Service Centers (CSC) management teams, to manage Business Office functions more efficiently.
•Provided documentation, instructional material, consultation and staff training to Regional CSCs’ Directors and their management teams to improve their productivity measurements, budget planning and personal computer skills and techniques.
•Developed and conducted training to all Customer Service Centers on the implementation of the new financial and budgeting systems, policies, and procedures.
•Conducted operational audits on Regional Customer Service Centers and provided Budget Support to Corporate Executives, Directors, and Regional Managers.
Education
•Central High School, High School Diploma
•Project Management Certification Program (PMP) from George Washington University
•Bell Core/Verizon Training - Completed Numerous Technical, Soft Skills, All Microsoft applications, Change Management, Diversity and Inclusion, and Leadership Management courses.
•Langevin Learning Institute - Advanced Instructional Design Techniques Certification
•Keesler AFB – HR Personnel Specialist Certification
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