Professional Documents
Culture Documents
PROFESSIONAL EXPERIENCE
STAY-AT-HOME-MOM 1997-2010
*Raised two children who are now in school full-time.
IDEX MUTUAL FUNDS, Largo, FL 1994-1997
Training Manager/DST Liaison
Played a key role in the implementation of DST's Automated Work Distributor (AWD
), an imaging and workflow system. Provided expertise in business analysis, part
nered with DST support staff and internal departments to develop and implement w
orkflows and set up system, beta testing and deploying the production platform.
*Managed the training and development of all existing and new employees on the u
se of all DST systems. Designed and introduced training curriculum, facilitated
training workshops, developed and updated manuals and job aids using Informatio
n Mapping, as well as researched, identified and implemented on-line manuals and
computer based training modules.
*Created and implemented a Lotus Notes database to track system problems.
*Participated in a telecommuting pilot.
Technical Applications Utilized:
Gained extensive knowledge in the integration, administrative, functionality and
technical aspects of DST systems and applications including:
*TA2000: Mutual Fund mainframe system.
*Automated Work Distributor (AWD): Imaging and workflow system.
*Intelligent Work Station (IWS): A graphical interface used for processing mutu
al fund transactions.
*Customer Service Workstation (CSW): A graphical interface used by Customer Serv
ice Representatives to facilitate shareholder inquiries and transactions by tele
phone.
AMERICAN CENTURY INVESTMENTS, Kansas City, MO 1991-1994
Advanced rapidly through progressively responsible positions for demonstrating s
trong leadership, developing high-impact training solutions, and consistently cr
eating processes that improved customer service year after year.
Account Services Manager (1993-1994)
Managed a team of 12 Account Services Representatives including designed and imp
lemented the overall strategy and direction of the team, developed process and p
rocedures, assigned team responsibility, and oversaw tasks and timelines.
*Individually improved team's efficiency by 35% and quality improved by 25%.
*Managed all human resource functions including interviewing and recruiting tale
nt, evaluating employee performance and writing employee performance appraisals,
providing feedback and coaching, coordinating training and development plans, a
nd conducting and documenting disciplinary discussions and terminations.
Account Services Manager (1993-1994)
*Coordinated projects and engaged as member of multiple tasks force committees t
o complete department and company goals and support corporate strategies.
*Reduced initial Account Services training from two months to one week as a key
member of a task force by using Easel (a graphical user interface) to develop an
d introduce a specialized application.
*Saved company significant time and money by developing a high-level application
process as key member of a task force which enabled 80% of shareholder telephon
e transactions to process automatically.
*Improved relationship between Operational Training and Account Services departm
ents by developing strong cross-departmental relationships as liaison and conduc
ting bi-weekly forum meetings.
EDUCATION
REGIS UNIVERSITY, Pursuing Masters in Software Engineering, Denver, CO
UNIVERSITY OF MISSOURI, Bachelor of Arts in Health and Physical Education, Kansa
s City, MO
SEMINARS & WORKSHOPS