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Sap Mosaic Trainer Resume

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Atlanta, GA

SUMMARY

  • 12+ years experience working as an Instructor Led Trainer/Instructional Designer and Enterprise Resource Programs Implementation for both Technical, Systems and Sales.
  • 10+ years’ experience policy development, writing, & advocacy.
  • 8+ years Telecom Industry OSS, RFP,SLA & Change Management negotiations, development and systems implementation.
  • 6+ years Network Administration, Help Desk Support, Software Implementation.
  • Targeted and built new VoIP market of 2000 clients in 12 months utilizing Salesforce.com by combing printed marketing campaigns wif digital channels email, mobile, social, and internet through conversion and upselling.
  • 3+ years’ experience training and implementing Automotive ADP Software; Eligibility System for Medicaid/Medicare.

TECHNICAL SKILLS

  • Implementation of SAP/SAS Mosaic. SAP ERP, SAP HCM, Workday HCM, Dayforce HCM, Training Deployment Strategy, Material Development.
  • Planning & Scheduling, Change Management, Information and Role Mapping, Data & Analytics, VAN Administration, SQL, GIS Mapping.
  • Captivate 6/7/8, Articulate S09, Storyline, Flash 11, Addie, ELearning, Web CBT, Blackboard LMS, DocuTools, Oracle UPK.
  • Video, Storyboarding, Reynolds & Reynolds CRM, ADP Automotive CRM, Sales Force.com, Dreamweaver, HTML5, Camtasia.
  • Synchronous & Asynchronous Educational Tools. Data & Analytic VAN Administration. SQL and GIS Mapping.

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

SAP Mosaic Trainer

Responsibilities:

  • Train End User groups on SAP Mosaic systems and department specific functionality.
  • Assist wif development of requirements wif business team.
  • Develop strategy, training materials.
  • Plan and schedule training for Super and End User groups.

Confidential

Instructor Led Training

Responsibilities:

  • Deliver Customer Service Excellence training to customer facing staff in 60 airports in U.S.
  • Deliver Leadership Training & Development Courses
  • Director of Online Training and Development: Conduct ILT, CBT and WebCT learning management system training

Confidential

Responsibilities:

  • Instructor Led Training for CSR in U.S. customer service centers on telecom, retail, and healthcare Integrated Eligibility System for Medicaid/Medicare.
  • Instructional Design Create learning objectives and storyboards for learning objects for Benefeds Healthcare Annual Open Enrollment US Governmental Health Benefits program
  • Provide training and documentation to both sales and staff for new technology such as Healthcare Enrollment Call Center Certification
  • Develop technical training for trainers, assistants, SME’s and Quality Assurance, Instructional Designer:

Confidential, Kennesaw, GA

Senior Instructional Designer / T - 3 Trainer

Responsibilities:

  • Developed and delivered computer based training followed by face-to-face training materials for call center Trainers, Training Assistants, Quality Assurance, and Subject Matter Experts using teh flipped classroom model
  • Training Topics included technical application such as quality evaluations and customer relationship management tools, customer service process training, product training, and management skills

Confidential:, Kennesaw, GA

Call Center Supervisor/CSR Product Update Training

Responsibilities:

  • Responsible for teh supervision of a 20-33 agent team to include workload distributions and recommendations for advancement to management. Manager on Duty in absence of Operations Manager
  • Administer Performance Management Process QA Key Performance Indicators. Coach and counsel direct reports team/agent performance
  • Trained on Sales/Billing inside and retail Vision (AMDOCS) and CSG.

Confidential, Kennesaw, GA

Call Center Supervisor

Responsibilities:

  • Train teh Trainer for 35 Trainers
  • Programmed database for 2400 agent training classes utilizing SAP Mosaic.
  • Responsible for teh supervision of a 20-33 agent team to include workload distributions and recommendations for advancement to management

Confidential, Atlanta, GA

Project Manager / Instructional Designer

Responsibilities:

  • Instructional Design customization and voice over utilizing Articulate Storyline, for teh Solution Delivery Life Cycle (SDLC) process integration into teh Global IT organization. This includes but not limited to documentation of process definition, communication, roadmap and building a CBT/vILT and D2L e-Learning SCORM/AICC compliant blended training for teh global enterprise

Confidential, Canada

Instructional Designer

Responsibilities:

  • Develop and design Articulate sales way product training for Motorola RFID PSION XT15Freezer Model radio frequency controlled rugged harsh cold chain hand held scanner technology for SCORM/AICC LMS System
  • Collaborate wif SME teams from marketing, sales, product and technical development to design and deploy eLearning modules for internal & field sales force’s and external sales partners

Confidential, Atlanta, GA

BDC Automotive Sales/Service Advisor

Responsibilities:

  • Database Update Management of Chevy, GMC, Buick Service/Maintenance for ADP Software Conversion
  • BDC Service Call Center Instructional Re-Design & Training of new Automotive Service Advisor
  • Entered and assigned new leads Reynolds & Reynolds CRM system
  • Worked closely wif clients to identify their needs and challenges and provide solutions-oriented campaign themes
  • Generated service order estimations and quotes for customers
  • Scheduled appointments, and maintaining an organized schedule
  • Conducted post-repair follow up. Resolved customer complaints

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