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Judy Smith
1234 Lane
Anywhere, Anystate 12345
H: 123-456-7890 W: 234-567-8910
E-Mail: jsmith@jsmith.com

Objective

To obtain a training position that utilizes my experience as a software applications trainer as well as my experience with instructional design.

Professional Summary

Experience developing and conducting customer training for a suite of software applications, consistently achieving a quarterly customer evaluation score of 3.4 or higher on a 1-4 scale.  Skilled in designing instructional workbook materials, conducting classroom and web-based training for customers, using software applications such as Web Ex and Astound Presentation to develop and conduct training, and providing training to customer staff with differing needs including System Administrators, Managers, Team Leads, and Trainers.  Proven ability to serve as the sole trainer on key customer accounts, to act as the senior trainer supporting new trainees, to conduct Train-the Trainer courses, and to provide product sales training for internal salespeople and dealers. 

 Experience

Education and Development Specialist
ABC System, Anycity, Any State, 1/00 – Present.
Provides hardware and software used for digital recording in contact centers including software applications enabling clients to create agent evaluation forms, score evaluations, and generate reports.

• Design and conduct classroom and web-based training for the company’s application suite of 7 products consistently meeting bonus objectives by achieving a quarterly customer evaluation score of 3.4 or higher on a 1-4 scale.

•  Serve as the sole designated trainer for one of the company’s largest accounts, XYZ, a $6 million-dollar account.

• Provide customer training lasting from 2 to 5 days to Systems Administrators, Managers, Supervisors, Team Leads, and Trainers in all areas of the organization utilizing the software application suite.

• Act as the senior trainer responsible for providing support to new trainees through mentoring, observation, and feedback.

• Conduct Train-the-Trainer courses and Product Sales Training for internal salespeople as well as dealer representatives.        

• Demonstrate products to potential customers when company is selected as a final competitor in addition to conducting product demonstrations at trade shows.

• Design instructional workbook materials used in training including hands-on experiences, worksheets, review games, course objectives, and course agendas.

• Create all step-by-step training documentation for Web Applications by using Interwise and Web Ex with Microsoft PPT, working on a web server, and using Snag It to capture screen shots.

• Provide Web Applications training to all 9 internal trainers as well as at customer sites.

• Develop training documentation for the Web Reporter application, a web-based application that uses the Crystal Report’s search engine to extract data from a SQL database to generate reports based on scored evaluations.

• Create documentation for new versions of products and new products, report bugs to R&D, develop a “wish list” of product enhancements, and report back to R&D on problem areas for users.

Project Manager
XYZ Inc, Anycity, Anystate, 4/98 – 12/99.
A service bureau providing inbound and outbound calling services for clients such as ABC and A11.

• Created training documentation and trained internal staff of Agents and Supervisors working on various campaigns including a 10-person team of specialized customer service representatives.  
  

Judy Smith                                                    Page 2

• Provided training covering the project background, objectives, and navigation through the scripts to all project team members as well as conducting training for new hires and refresher training.

• Assumed overall project responsibility managing up to 20 Agents directly or through a group of Team Leads.

• Ensured challenging deadlines were met while meeting client’s budget guidelines by overseeing all day-to-day program activity including report generation, quality control, and compiling and downloading data files.

Client Services Account Manager
123, Inc, Anycity, Anystate, 4/95 – 11/99.
A service bureau providing inbound and outbound calling services for clients such as ABC.

• Conducted initial and refresher project training for operations staff.

• Earned top honor in President’s Club for after-market sales.

• Acted as the liaison between clients and internal programming, operations, and accounting departments.

Computer Skills

CLS 4.35, Universe 4.2, 8.1, 8.5, 8.7, 8.8 Contact Center Recording Equipment and Software
Web Ex, Interwise, Astound Presentation, KnowledgeAgent  Extensive experience with MS Office including MS Word, Excel, PowerPoint, and Outlook
 SQL and Access Database Applications, HTML, Java, Visual Basic, MS Windows
Familiar with Crystal Reports
Knowledgeable of Call Center Equipment including Lucent and Nortel ACD, Predictive Dialers

Training

Instructional Design for New Instructors
PowerPoint Level I
Crystal Reports Level I  

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• We consult with you prior to developing your resume.  Our number one strength that separates us from most other resume writing services is the personalized approach we take to developing your resume.  Most other resume writing services have you complete a form about your background, type up the information you provided, and send you your completed resume.  Through this entire process, they have no direct contact with you.  To create the most effective resume for you, we consult with you via e-mail to ask questions about your background prior to writing your resume.  We feel this personalized approach results in a more effective resume than could be produced without having direct contact with you.

• We publish our pricing on our web site and we are competitively priced for the consultation-based resume writing service we provide.

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• We provide sample resume examples on our site so you know what to expect from us.

• We present our capabilities in a professional manner that reflects our approach to how we will present your capabilities.

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