KSHAMA S. SHAH

**** ********* ***** ****, ** ****8 919-***-**** j3t69z@r.postjobfree.com

Business Analyst Project Manager Instructional Design Technical Writer

Strategic Business Operations Brand Development

Project Management Product Development

Relationship Consultative Sales Key Client Relationship Management

EMPLOYMENT EXPERIENCE

IT Works, Inc., April 2010 present

Implementation Specialist

Manages individual client software installation and training

Establishes relationships with our customers to establish priorities, capture new requirements, troubleshoot

issues or answer questions that may arise.

Analyzes and maps client data to load into our software.

Validates accuracy of data when interfacing our products to existing client systems.

Conducts web / teleconference based training sessions for new clients.

Provides consulting services to clients looking for guidance or recommendations on the optimal way to

configure and utilize our software.

Develops and updates User Guides, Quick Reference Guides, and other instructional or presentation

materials.

Coordinates and tracks communications for escalated customer or system related issues.

CAVU Corporation, March 2008 – August 2009

Business Analyst/Trainer

Consult with clients to determine current business needs, requirements, and best options; translate the

information to developers to customize products, while working with training team to service and train clients on

product.

Provide instructor led administrative and end user trainings.

Work with project manager in completing implementation tasks and enhancement testing.

Xerox Global Services, 2007 2008

Account Manager/Documentation Specialist

Designed and implemented training department, working virtually.

Created standardized training guide templates, training process map to integrate current account management

process flow, and executed project work plans, revising to meet needs and requirements of organization.

Designed and delivered customized interactive tutorials and training documentation.

Coordinated and participated in collection, interpretation, writing and dissemination of technical documentation.

Wrote and revised procedural manuals for users, creating and maintaining on line tutorials and documentation.

Recognized for problem solving skills, establishing plans and critical paths to achieve incremental goals and

deliver projects on time and below budget.

Designed and implemented training of end users based on JAD session results and user interviews

Sage Software, 2000 – 2006

Promoted 3 times during tenure

Technical Web Managing Editor, 2005 – 2006

Responsible for editorial material and content for website.

Collaborated with support and partner site directors, managers, knowledge based owners, and service groups to

define and implement process and policies.

Conducted “lessons learned” surveys for Web projects, utilizing information for recommendations and process

improvement opportunities.

Consistently searched out and located relevant editorial material to update site content.

Customer Support Supervisor, 2004 – 2005

Maintained highest level of trained personnel, hiring, training, mentoring, and motivating to deliver quality

information quickly to meet customer needs.

Developed and implemented call center personnel training programs, which improved Customer Satisfaction

scores by 85%.

Lead supervisor directing activities of ACT! customer support group.

Trainer, 2002 2004

Created, developed and implemented training and coaching programs focused on call technique, overall customer

service, and sales skills; providing one on one coaching and mentoring sessions.

Consistently reviewed programs, identifying areas to improve to deliver highest level of customer service to

clients.

Provided training on all service products, support tools, and advanced products to educate representatives in

meeting customer needs.

Customer Support Representative II, 2000 2002

Received customer satisfaction score of 100% quarterly.

Assisted small businesses in troubleshooting technical problems with the accounting software; and

conversions and upgrades from other accounting packages.

Areas of expertise include: installations, networks, general ledger, reports, customizing reports, payroll, accounts

receivable/payable, financial statement, year end procedures, and inventory.

EDUCATION

Mercer University, Bachelor in Business Administration

CERTIFICATION

Certified Langevin E Learning Specialist

Certified Usability Analyst

Expertise in SAP

Six Sigma Yellow Belt Certification

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