Customer Service Training
Resume:
APRIL J. SMITH
Bacliff, TX *7518
**.*********@*****.*** 281-***-**** Cell
OBJECTIVE____________________________________________________________________
Seeking a challenging and rewarding position within organizational management; that will utilize my instructional design, course development and multimedia skills, and allow for both personal and professional growth.
EDUCATION & SKILLS__________________________________________________________
• Ashford University, BA in Organizational Management, currently enrolled
• La Porte High School - Honors Graduate
• Job-related Skills Training – Adobe Certified Associate, Visual Communication; Adobe CS3 and CS4; Blackboard LMS, BeeLine LMS for Dignity University, PeopleSoft (SABA) LMS, Moodle LMS; WebCT, WimbaCreate; various other development tools
PROFESSIONAL EXPERIENCE_____________________________________________________
University of Texas Medical Branch 2009-Current
Senior IS Training Specialist/Web and Graphic Designer/Developer – Project Based
• Curriculum design and development for all phases of UTMB student life-cycle during iSTAR SIS implementation
• Develop and conduct needs assessments to target employee and departmental training needs
• Meet with Subject Matter Experts to better understand current processes and the impact of iSTAR implementation
• Conduct ILT, CBT, WBT and mobile training courses in order to maximize audience participation
• Design, development and maintenance of project and training website: www.intranet.utmb/istar/index.html
• Training design and development in the following software: Adobe Photoshop, Captivate, Audition, MS PowerPoint, Oracle UPK, WebCT, SecondLife, and Blackboard LMS
• Web design and development in the following software: Adobe Photoshop, Dreamweaver, Captivate, Flash; using CSS, HTML, XHTML, PHP, XSLT, XML and JavaScript
• Principal designer for all project logo design and branding, to include PeopleSoft Student Portal and MyStar single point sign-on and expire pages
Service Corporation International 2008 - 2009
Instructional Designer/Course Developer
• Design and develop web-based training and supporting materials for all sales, technical, corporate and soft skills training initiatives
• Incorporate theories of adult learning, course interactivity, and end-user assessment and exercises that balance the training needs of the intended audience with the resource needs of the project owners
• Interact with other departments to develop and maintain knowledge of systems, products and procedures
• Prioritize changing project deliverables, timelines and business needs to support the Organizational Development team
• Optimize instructional design tools including Captivate, Camtasia, ToolBook, Dreamweaver, and Adobe eLS; as well as multimedia tools including Photoshop, Audition, Dreamweaver and Flash
University of Texas System 2002 – 2008
Training Specialist II – UTMB Galveston
• Curriculum development for various courses offered to all clinical staff
• Conduct formal classroom training as well as targeted one-on-one training
• Manage special programs on an on-going and as-needed basis
• Develop and conduct needs assessments to target employee and departmental training needs
• Development and maintenance of all training materials via Adobe InDesign
• Maintenance of Clinics Education and Training’s training database (LMS) and website via Dreamweaver
• Facilitator for the following classes: Clinics Orientation, Outpatient Registration Training (OSA Training,) IDX RAD Radiology Scheduling, Cash Handling, Systems Survivor, Mainframe Invision Displays and Prints, C.A.R.E. Customer Service Training, Telephone Professionalism, and RMCHP training
Performance Improvement Administrator – M.D. Anderson
• Provide support to Director and Assistant Director of Performance Improvement Division
• Manage all departmental Human Resource functions for 42 employees
• Maintenance of departmental budget, A/R, A/P and procurement services
• Oversee Institutional Education Center and scheduling
• Organize and plan departmental orientations, staff meetings, weekly schedules and daily assignments
• Serves as Catalogue Administrator for all on-line course offerings, LMS maintenance
Diagnostic Imaging Supervisor - M.D. Anderson
• Supervise a multidisciplinary department of 31 employees
• Oversee daily operations within the Ambulatory Clinical Building, Department of Patient Services
• Attract, select and retain a diverse staff of Patient Service Coordinators
• Organize and plan departmental orientations, staff meetings, weekly schedules and daily assignments
• Establish employee performance objectives and delivery of annual evaluations/coaching sessions
• Participative management with co-supervisors and manager to develop staff and improve departmental efficiency
Diagnostic Imaging Training Services Coordinator - M.D. Anderson
• Provide professional training to PSC staff who begin employment within Diagnostic Imaging
• Maintenance of a DI PSC Training Manual and a streamline training program
• Act as team lead/facilitator in all PRS Focus Groups
• Serve as a mentor and liaison for tenured PSC staff.
Diagnostic Imaging Patient Services Coordinator - M.D. Anderson
• Served in a 5 month pilot role as departmental Trainer, leading to a full time position
• Scheduling and arriving patients for diagnostic imaging procedures
• Routing patient administrative issues and providing excellent customer service
Radiology Management Inc., Texas Children’s Hospital 2002 – 2002
Patient Accounts Specialist/Medicaid Representative (Temporary Position)
• Created and edited new patient accounts with Singleton Radiology INC.
• Verified insurance and Medicaid eligibility
• Posted radiology charges to accounts; worked with account guarantors to receive payment
• Acted as liaison to International Department charges; negotiated cash rates and temporary Visas
Texas Trans Eastern 2000 – 2002
Project Coordinator
• Screened new drivers and conducted criminal and DMV background checks
• Scheduled orientations, physicals, and road testing
• Facilitated various safety training, to include: DOT Standards, OSHA, HazMat, Slips, Trips and Falls, Back Safety and Annuals
• Maintained a financial spreadsheet for all quarterly employment advertising costs
• Monitored petroleum levels for over 100 stores using an internet-based spreadsheet
Tomball Chiropractic 1995 - 2000
Office Manager
• Directed and scheduled an office staff of four, including a medical coder and a reimbursement specialist
• Assessed effectiveness of workflow and facilitated change as necessary
• Supervised overall patient care coordination and tracked the progress of each case
• Negotiated patient payment schedules, managed patient records, and all patient correspondence
• Responsible for recruitment and training of all staff, both full and part-time status
ADDITIONAL RELEVANT EXPERIENCE__________________________________________
• 1 year – Freelance web design and development for Breast Cancer awareness campaign, Alpha Montessori and BACES charter school
• 1 year – Chairman, Community Education Outreach Board – American Diabetes Association (Tour de Cure, Houston)
• 2 years – Peer to Peer Focus Group Facilitation and Training; MD Anderson
• 2 years – Training and Facilitation for various Train-the-Trainer Workshops; Hearst Digital News, SCI, Gateway Community, and Community Health Awareness Project
• 4 years – Mentor for Houston-area poverty stricken children; www.generationone.net
ORGANIZATIONS/ACHIEVEMENTS______________________________________________
• (2009 -current) UTMB Educational Technology Forum –projects include “Podcasting in Education”
• (2009 -current) Professional Member of HEUG www.heug.org
• (2008 -current) eLearning DevCon member www.elearningdevcon.com (2008 Conference Speaker – Captivate 3)
• (2008 -current) Professional Member of AECT www.aect.org
• (2008-current) Professional Member of ISTE www.iste.org
• (2008 -current) Professional Member of HRM Roundtable www.hrmroundtable.com
• (2005-current) Professional Member of ASTD www.astd.org
• (2003-2007) MDACC - Performance Improvement Celebrate Solutions
• (2002-2007) MDACC - JCAHO Preparedness Team
References Available Upon Request
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