Work History

Work History
Apr 2010 - Present

Adjunct Instructor

Lincoln College of Technology

Lincoln College of Technology, Indianapolis, IN (2010)April - Present

Adjunct Facility.I teach English, Critical Thinking, Computers, Business Essentials and Personal Management and Supervision. My classes consist of anywhere from 6 to 30 students.Classes run for 2 weeks 60 hours a class.I am responsible for facilitating student learning, following company policies, preparation of daily assignments, and weekly exams.I am also responsible for following company syllabus requirements for each class I teach.I use Pearson related online/computer software programs to stimulate learning and track progress.

Sep 1997 - Dec 2008

Specialists Workforce Development

Verizon Communications
Sep 2000 - Dec 2008

Specialists Workforce Development

Support Inbound Demand Channel and Sales Support Teams organizing vendor-related training approving software ID’s, passwords, Single Point of Contact for incoming training within company training center; Updated & generated monthly training reports to management.

  • Key Accomplishments  . Prepared job aids in MS Office products (Word, Excel PowerPoint) for efficient and effective training presentations to various departments throughout company. . Tracked and documented trends on training initiatives consistently showing employee performance improvement throughout company. . Developed and customized database to house team job aids, document communications to other trainer, training calendars, and product/service documentation for company training classes. . Trained Customer Service Representatives on “how to” properly record appropriate customer billing adjustments which resulted in annual adjustment decrease of $8k under company stated objective.  . Created weekly newsletter called “Karen’s Korner” as communicate and information training tool to better assist in disseminating training-related information more accurately and timely within company training community.
  •  Leadership Contributions . Trained & coached Customer Service Representatives individually on Third Party Verification (TPV) and Exception Codes in effort improve net promoter scores. . Initiated leadership responsibility for Data Product High Speed Internet & Fiber Optic Service area during leadership role transitioning within department. 
Oct 2000 - Sep 2004

Customer Support Specialists

Verizon Communications
Wrote sales orders for High Capacity Services ensuring quality standards consistently met; Reviewed accuracy and completeness of sales orders and ensured customer billing errors were corrected in a timely fashion while protecting company revenue.
Sep 1997 - Sep 2000

Customer Collections Representative

Verizon Communications

Protected company revenue by collecting on delinquent accounts.  Lead person to support supervisor for customer issues to resolve. Member of department leadership team called[LEAD team (Leadership, Excellence and Diligence). 

Education

Education
May 2009 - Present

Web Design Certificate

IUPUI of Indianapolis

I have a Ceritificate in Basic Web Design from IUPUI, Indianapolis.  Classes I have taken are Intro to Web Design, Dreamweaver, Flash,and HTML

Jun 2003 - May 2006

Masters of Organizational Management

GPA 3.82 out of 4.0

1982 - 1987

Bachelor General Studies

Indiana University-Southeast

Received a Bachelor of General Studies and a Associates in Business.

GPA 3.25 out of 4.0

Skills

Skills

Training

Highly motivated, dependable, Training Professional who believes an educated workforce is a corporation’s primary competitive advantage.  Creative leader and “take-charge” self-starter with strong organizational, trouble-shooting and problem-solving abilities. Experienced in platform delivery, web-based training, motivating people, researching material and implementing courseware using diversified delivery channels. Strong interpersonal, written and verbal communication skills, excellent presentation and project management skills, coupled with effective leadership and training development training experience.

Summary

Highly motivated, dependable, Training Professional who believes an educated workforce is a corporation’s primary competitive advantage. Creative leader and “take-charge” self-starter with strong organizational, trouble-shooting and problem-solving abilities. Experienced in platform delivery, web-based training, motivating people, researching material and implementing courseware using diversified delivery channels. Strong interpersonal, written and verbal communication skills, excellent presentation and project management skills, coupled with effective leadership and training development training experience.

Objective

I will never stop working for you.I am not an ordinary telecom facilitator.I am a highly motivated, dependable; professional who believes an educated workforce is a corporation’s primary competitive advantage.I specialize in Platform Delivery, Web Based Training, and researching, and implementing course work. I facilitate effective leadership, by utilizing project management skills, and effective developmental trainingI empower employees bygiving them tools they need to reach their highest potential. These tools spell success in the workplace.