Yyyyyy x. yyyyyy

Mount Herman, XXXXXX xxxxxx ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Accomplished, Details-Focused Leader Committed to Meeting and / or Exceeding Global Business Objectives

Solutions-Centric Leader with Master s Certifixxxxxxte in Project Management who makes sound decisions to reflect positively on multi-site global business operations in alignment with a company s vision, value, and goals. Top Performer who rises above project / program challenges to improve productivity and achieve winning outcomes, including quickly adapting to evolving scenarios, as well as independently resolving in-depth issues to boost success. Excellent Communixxxxxxtor who develops synergistic relationships with cross-geographixxxxxxl C-level executives; business / administrative teams; and clients / customers, and who leads by example and with integrity.

Global Customer Xxxxxxre Training Manager (2014 Present)

Xxxxxxpitalize on the opportunity to manage a global team of 9 instructional designers, graphic designers, technixxxxxxl trainers, and technixxxxxxl writers. Develop and implement a tiered competency program encompassing technixxxxxxl, systems (i.e. Salesforce, Oracle, and internal tools), customer service, and process / procedure skills.

  Successfully managed the global knowledge base.

  Led the development of key materials for a globalized new hire training program.

  Managed the creation of 80+ eLearning and ILT courses to support a tiered competency program.

Technixxxxxxl Assistance Center Supervisor (2012 2014)

Strategixxxxxxlly steered recruitment, training, coaching, mentoring, and management of a top-performing team of 18 technixxxxxxl support representatives encompassing phone, email, chat, and social media communixxxxxxtions, as well as 3 technixxxxxxl writers in meeting or exceeding objectives. Promptly resolved esxxxxxxlated xxxxxxlls with tact and diplomacy.

  Designed, developed, and implemented training courses on products, tools, and processes.

  Exceeded KPIs for customer satisfaction, internal quality monitoring, and schedule adherence.

Knowledge Base Administrator (2010 2012)

Utilized broad scope of industry knowledge toward leading a globally based team in updating knowledge base in 12 languages on a Plantronics.com site. Led team in translating English knowledge base into 4 European languages and 4 Asian languages. Implemented translation engines integrated into Salesforce article management.

  Reduced article translation time from months to only minutes.

  Increased knowledge base usage in first quarter of 2011 by 34%.

Administrative Support (2010)

ACTION Council of Monterey

Optimized administrative operations efficiency by performing wide-ranging general clerixxxxxxl and project-specific work.

  Developed results-generating fundraising materials to boost council s success.

  Ensured seamless processes by creating spreadsheets, databases, and mail merges.

Test Evaluator (2010)

CTB / McGraw Hill

Spearheaded evaluation of elementary-level special eduxxxxxxtion student responses to non-multiple-choice questions.

  Objectively assigned scores per established standards in reading, math, and science.

Yyyyyy x. yyyyyy ￨ Page Two ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Interim Site Manager (2008 2010)

National Labor Relations Board

Led targeted project management support for contract, including leading development and distribution of key operational and financial reporting. Effectively monitored and reported Help Desk SLAs, team hours, and expenses. Coordinated accounts payable / receivables in alignment with internal standards and regulations.

  Expertly assessed and promoted critixxxxxxl training / development for Help Desk staff.

  Interfaced among key vendors to guarantee prompt and accurate services and invoices.

Technixxxxxxl Writer (2000 2008)

National Labor Relations Board

Contributed sharp analytixxxxxxl abilities toward developing and maintaining end user and quick reference documentation and Windows-based online help for diverse software applixxxxxxtions and hardware. Created solutions-driven training documentation, computer-based training modules, and PowerPoint presentations for various software and hardware. Served as the go-to webmaster to efficiently maintain the internet.

  Served as SME to assist Help Desk with Microsoft Office and Adobe Acrobat.

  Supported desktop publishing efforts to produce reports for Congress and OMB.

Technixxxxxxl Writer (2005)

National Institutes of Health

Expertly developed and maintained detailed end user documentation for multiple online grant applixxxxxxtions.

  Created highly beneficial release notes for applixxxxxxtion upgrades.

Technixxxxxxl Group

Played a vital role in providing technixxxxxxl writing, editing, and training services for public and private industries, including creating user manuals, system documentation, and API reference guides. Edited and formatted policies.

  Delivered comprehensive on-site software training / development to meet client needs.

  Liaised among high-profile Aether Systems, XxxxxxrdSystems, NIH, Manugistics, and others.

Bachelor of Arts in History University of Maryland University College

Knowledge Centered Support (KCS) Practices v5

Software Salesforce.com ￨ SuccessFactors ￨ Jive

Adobe Acrobat ￨ Adobe Xxxxxxptivate ￨ Adobe Dreamweaver

Articulate ￨ Xxxxxxmtasia ￨ Documentum ￨ HEAT Trouble Ticket System

Adobe Flash ￨ Adobe InDesign ￨ Adobe LiveCycle ￨ Adobe Photoshop

Microsoft Office ￨ Microsoft Project ￨ Microsoft Visio ￨ Oracle RightNow Web

Computer Languages HTML ￨ XHTML ￨ XML ￨ CSS ￨ Visual Basic for Applixxxxxxtions

Excellent Professional References Provided Upon Request