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Skills

  • Application support
  • Content delivery through multimedia (video, podcast)
  • First Aid/CPR
  • Data-driven assessment improvement (47%)
  • MS Office
  • Data entry
  • Client success through personalized coaching
  • Curriculum development for technical teams
  • Building engaging learning environments
  • E-learning platform implementation (QuickBooks)

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Completed the initiative within the past year.
  • Achieved a 84% reduction in learner technical frustrations.
  • Described standard solutions to customers to aid in problem resolution.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Coached 12 technical teams on Asana features.
  • Achieved results in quarterly surveys for 2021.
  • Increased company revenue by 3% beyond several months targets by upselling products and services.
  • Collaborated with leadership.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.

Summaries

  • Promotes workflow optimization and vendor management skills that are dynamic.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved 37% higher certification pass rates.
  • Excellent Senior Software Trainer with 9 years of experience providing exceptional support to users at all levels.
  • Applied data-driven methodologies.
  • Boosted software engagement by 45%.
  • Specializes in program and procedure product troubleshooting.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Strengths in performance reporting and quality assurance backed up by Human Resources training.
  • Competent Senior Software Trainer with experience assisting metric users with a wide range of computer, mobile device, and peripheral equipment issues.

Accomplishments

  • Collaborated with other departments to incorporate real-world use cases into training, improving relevance and leading to a 85% reduction in post-training issues.
  • Developed and delivered customized training modules for Power BI, resulting in a 73% increase in successful implementation across 17 global offices.
  • Led an initiative to incorporate real-time analytics into training programs, delivering a 72% reduction in troubleshooting time for users post-training.
  • Spearheaded a role-specific certification program in collaboration with HR, achieving PMP recognition and improving learner assessment scores by 61%.
  • Collaborated with team of 9 in the development of framework.
  • Optimized training workflows, reducing client training time from 10 hours to 3 hours, while maintaining a 16% satisfaction rate.
  • Developed and standardized a scalable training platform that reduced onboarding time for new hires by 12 days across 4 global offices.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented online training programs for SAP, reducing classroom training costs by 73% and enhancing learner participation rates by 57%.
  • Streamlined the onboarding process for software implementation by designing an efficient training plan that reduced setup time by 8 hours per client.

Affiliations

  • Association for Supply Chain Management (APICS)
  • SHRM Certified Professional (SHRM-CP), Beacon Labs
  • International Council of Nurses
  • Society of Human Resource Management
  • International Board of Standards for Training, Performance, and Instruction (IBSTPI)
  • Professional Association for Computer Training (PACT)
  • International Professional Trainers Association (IPTA)
  • Cloud Certified Professional (CCP), Summit Group
  • Learning Technologies Awards
  • American Medical Informatics Association

Certifications

  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • Professional in Learning and Performance (PLP), Association for Talent Development
  • Project Management Professional (PMP)
  • Certified in Change Management (CCMP), Prosci
  • CompTIA Network+
  • Certified Software Trainer Program (Power BI, Vantage)
  • ISTQB Certified Tester Foundation Level (CTFL)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • IC Agile Certified Professional in Team Facilitation (2017)

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