CRMpeople.com

Presents

Resume 826.

Enjoyed high levels of success as a Training Solutions Consultant and Lead Instructor for: Call Center Analysts, Professional Services Consultants, Filed Engineers, Support Desk Agents, Sales Professionals, IT Managers, Network Administrators, Accountants, Hotel Managers and Hotel Staff on various CRM, SFA, ERP and Property Management applications. Have successfully coordinated training project plans, developed curriculum and authored end-user documentation for various CRM and ERP application rollouts and for the release of an upgrade for a major CRM application.

Applications and Operating Systems:

Siebel 98, Siebel 2000, Clarify 7.5-10.0, Saratoga Systems, and Pivotal Relationship CRM applications.

PeopleSoft 8.0 – 8.3 HRMS, Supply Chain Management and Financials. PeopleSoft 7.5 HRMS, Business Objects and Budgets Explorer.

LotusNotes, Lotus 1-2-3. Microsoft: Excel, Word, Access, Outlook, Project, PowerPoint

Various Proprietary UNIX, DOS and Windows Hotel Property Management, CRM, Supply Chain Management and Financial applications.

Windows 3.1, 95, 98, 2000, NT, UNIX, DOS.

Oracle SQLPlus and Microsoft SQLServer.

January 2002 – Present, Independent Training Consultant and Lead Instructor, Sebastopol, CA

• Acted as lead instructor and provided customized training solutions which reflected the business processes and practices of the following clients utilizing the following applications:

• Responsible for maintenance of training databases

April 2000 – January 2002, Custom Training Solutions Instructor, Knowledge Impact, San Mateo, CA

• Designed and authored course materials including all exercises and demonstrations for employees of various skill levels on various SFA, CRM and ERP applications for the following corporations:

• Coordinated the project plan, designed course material, authored documentation, and trained Professional Services Consultants on the latest release of a major CRM application (Clarify version 10.0).
• As a lead trainer, successfully carried out project plans, performed software testing, keystroked documentation, acted as liaison between management and instructors, updated training schedules and compiled evaluation, attendance, and billing summaries.
• Trained internal employees on the functionality of CRM and ERP applications.
• Gave presentations at formal sales meetings and performed direct marketing duties.

January 1999 – March 2000, Implementation and Training Analyst, Cyntergy Corporation; Choice Hotels International

• Installed various software applications, and a Property Management System. Interfaced, installed and networked all hardware for Comfort, Quality and Clarion Hotels across the USA
• Trained all employees and management, balanced all books on the new system and supported the staff after conversion on their new system, and configured the database for each individual hotel
• Database Builds
• Acted as a Training Mentor for newer Choice Trainers

November 1998 –January 1999, Project Lead, Cyntergy Corporation; Siebel Project / CompUSA / NCR

• Coordinated training schedule for 250+ end-users. Acted as liaison between IS Department and Development
• Created curriculum, training materials and user manual. Acted as Instructional Designer. Trained employees, and worked with Development to customize the application to meet the client’s needs for the Siebel application

March 1998 – November 1998, Level 2 Support Analyst, Cyntergy Corporation; CompUSA / NCR, Dallas, TX

• Provided second level support to end-users for Order Entry application
• Created Support Team Manual and Quick Reference Guides
• Created and maintained FAQ database on Lotus Notes
• Trained new Level 2 Support Analysts and provided training and support to Level 1 Call Center Analysts

1998, Implementation and Training Analyst, Cyntergy Corporation; DCC-OE / CompUSA / NCR

• Trained end-users on UNIX-based Order Entry System
• Provided on-site support after implementation

1996 – 1998, Night Auditor, Aladdin Hotel and Casino, Las Vegas, NV

• Responsible for all Night Auditing duties on LMS Hospitality Management System; including running queries, reporting, data manipulation, and settled and balanced guest and F&B folios for the entire hotel

1995 – 1996, Front Desk Supervisor, Omni International Hotel, Cleveland, OH

• Responsible for all Front Desk duties on Fidelio Hospitality Management System

• Trained all new employees on the HMS system and the highest customer service standards

1994 – 1995, English Teacher, The Boland School, Brno, Czech Republic

• Developed curriculum and exercises, and taught English as a Second Language to adult participants
• Taught Business English courses on-site and at a manufacturing company, and established new clients for start-up Private Language School

1993 – 1994, over a year’s internship experience in Sales and Marketing in the industrial business to business and service industries

1990 – 1994, University of Dayton BS in Business Administration Major: Marketing

Clarify ClearQuality course Certificate San Jose Ed. Center

Clarify ClearLogistics course Certificate San Jose Ed. Center

Clarify ClearFundamentals course Certificate San Jose Ed. Center

Clarify ClearCustomize course Certificate San Jose Ed. Center

Clarify ClearDataModeling course Certificate San Jose Ed. Center

Intermediate VB Certificate CompUSA Boston

Various "Train the Trainer" courses Knowledge Impact

Available on request.