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%