Preston

• Managed and delivered a wide variety of training programs to internal and external clients across multiple organizational levels, while providing world-class customer support with 100% resolution rates
• Served as principal client support analyst and Subject Matter Expert (SME) for global indirect Purchasing, Materials Management / Supply Chain and general Finance process and application issues
• Developed and executed User Acceptance Testing (UAT) and Organizational Change Management (OCM) activities
• Managed full project lifecycles of minor software enhancements, ensuring milestones and delivery dates were met on time, while safeguarding business requirements and scope
• Maintained communication channels between stakeholders to manage project scope and resolve all customer support issues with 100% response rates within project timelines

· Planned, managed and delivered both application and operations training at company facilities nationwide for various stakeholder groups across multiple organizational levels

· Managed resources and milestones to ensure satisfactory and on-time project completion

· Organized and managed post-rollout customer support teams, maintaining the highest quality support and aftercare services to ensure effective and uninterrupted business operations

· Designed and created relevant training materials

· Reported on key performance metrics via training attendance rates, post-training assessments, customer feedback, ticket resolution times (etc.) to gain insight and shape continuous improvement

• Designed, directed, managed and delivered training programs for a wide variety of software applications, business processes and professional development (soft skills) via instructor-led sessions, workshops, seminars and one-on-one coaching
• Created and managed training documentation to enhance individual and team effectiveness
• Implemented and managed service desks and customer support teams to enhance the customer experience and provide the highest quality aftercare services and post-rollout support
• Supervised team members, providing training, coaching and overall professional development support
• Managed Organizational Change Management tasks and activities, including developing and publishing various corporate communications on multiple project-related topics
• Served as training liaison between project management and project stakeholders across all organizational levels