We provide IT Staff Augmentation Services!

Instructor & Facilitator, Course & Documentation Developer Resume

SUMMARY

  • An innovative, versatile, customer - centric team player with experience on projects (lengths from 2 months to nearly 3 years), in industries and sectors of retail (brick & mortar and eCommerce) B2B and B2C, financial, business process outsourcing, and government (local, state, and federal)
  • Consultant and contractor roles include project and program manager, product owner, business relationship lead, business analyst, and trainer
  • Project areas include improving the customer and employee experience, driving operational effectiveness, mitigating waste and risk, fostering business expansion, and sales growth

PROFESSIONAL EXPERIENCE

Instructor & Facilitator, Course & Documentation Developer

Confidential

Responsibilities:

  • Create specialty documents, including operational guides (including customer service), process maps/flow charts, and job aids
  • Develop and instruct courses/workshops on topics including project management, process improvement, customer service, and software applications
  • Perform services as a freelance resource when not on a full-time engagement

Product Owner & Business Analyst

Confidential

Responsibilities:

  • Served as the liaison between the franchisees and internal teams (including executive leadership)marketing, creative, and information technology
  • Led the user interface/user experience (UI/UX), training documentation creation, and website development and maintenance of 2 eCommerce portals used for franchisee purchases, training, and POS (point of sale) and consumer website content management
  • Projects included implementing analytics tools, website navigation enhancements, digital customer reach-out campaigns, and customer relationship programs

Project Manager & Product Owner

Confidential

Responsibilities:

  • Projects included the migration of legacy application data and report content, employee onboarding compliance and standards, and the development of a human resources management web portal
  • Served as a consultant on a PricewaterhouseCoopers (PwC) project, managing 3 workstreams, in an agile/scrum development environment, for various financial operations initiatives
  • Led user (UX/UI) and database front/back-end development teams, approximately 25 employees and contractors in the US, Canada, Ukraine, and India

Business Analyst

Confidential

Responsibilities:

  • SaaS/Cloud ERP (NetSuite/Oracle), financial (payroll, RTR, OTC, and expense), human resources (Ultimate/UltiPro) integration, and data migration/retention/purge project
  • Created business cases, defined key success factors, and developed system navigation and business process user guides
  • Served as a liaison between vendors (including Ernst & Young) and staff and executives of various business units to evaluate and communicate the recommended process and system improvement

Business Process Consultant

Confidential

Responsibilities:

  • For this financial systems replacement and operations discovery project, developed an inventory of the systems and processes within each state agency
  • Conducted interviews with agency management and staff to solicit and validate information of the system functionality, and the requirements in relation to federal and state laws, rules, and policies
  • Member of a team which developed the business case for the selection of an ERP (enterprise resource planning) and financial operations system

Program Manager

Confidential

Responsibilities:

  • A long-term contract (reporting to the vice president of operations & merchandising of eCommerce) managing the company’s multi-million-dollar Amazon marketplace
  • Oversaw the sales, customer relations, supply chain, and loss prevention operations
  • Established KPIs (sales, P&L, and customer satisfaction), and created customer service training guides
  • Collaborated with customer service, merchandising, marketing, supply chain, transportation, IT, financial operations and vendors for optimizing price points, inventory control, and customer experience
  • Responsible for improving customer satisfaction ratings by approximately 40% within the first 6 months, and increasing year-over-year sales up to 20%

Hire Now