Heather Williams Email and Phone Number

• Developed and executed comprehensive program or project communication plans to ensure all stakeholders are informed and engaged throughout the project lifecycle.• Collaborated with SMEs and stakeholders to develop program or project training plans, identifying training scope, objectives and prioritize content creation, ensuring alignment with business goals.• Fostered strong relationships with cross-functional teams to ensure seamless knowledge transfer of current and future processes to develop relevant content for deliverables.• Designed and delivered engaging training materials, including user guides and video tutorials to facilitate effective understanding of process changes and Salesforce features and functionalities.• Tailored training content utilizing real-world scenarios to enhance participants’ practical skills and meet the specific needs of different departments and roles within the organization, maximizing relevance and engagement.• Proficient in analyzing technical content from developers to transform it into engaging and accessible training materials. • Collaborated with developers to stay updated on the latest development and deployment releases integrating them into training materials.• Received consistently positive feedback from SMEs, stakeholders, and developers for clear and concise delivery of complex Salesforce concepts.• Led the creation of standardized documentation templates, improving knowledge sharing and ensuring consistent project/program execution within the Project Management Office (PMO).• Developed comprehensive technical training program to mentor and coach the PMO team members, fostering skill development and increase product knowledge of Salesforce functionality and the organization’s implementation of Salesforce.

• Member of corporate IT shared services department supporting 150+ auto dealerships across the eastern to mid-central United States.• Administrator for three different Dealer Management Systems (DMS) which cover sales, service, parts, accounting and human resources within large auto dealerships ₒ Manage user security ₒ Manage user maintenance ₒ Ad-hoc reporting ₒ Coordinate DMS new releases, features and enhancements• Manage servers to all dealerships including weekend support monitoring downtime• Manage vendor contracts including DMS and other 3rd party support systems with data interchange• Deployment and management of Buy/Sells • Frequently assigned to special DMS projects

• Create entry level training materials for new process being implemented at the Dealership level.• Train end users on the new process, how to use a scanner, software to scan documents and viewing the documents in the document management system.• Periodically review the document management system for any bad data or any data that requires end users to correct.

Helping Non-Profit with:• Train users on the basics of Salesforce and demonstrate how CRM is best utilized for sales efforts and making data-driven business decisions.• Train various users on Quickbooks software and processes.• Lead process re-engineering where processes have broken down and users are lost.

· Facilitate and lead training sessions for participants using a variety of instructional techniques and formats. (Such as: role play, simulations, team exercises, group discussion, videos and lectures.)· Facilitation includes but not limited to: o Franklin Covey courses (Examples: The 5 Choices to Extraordinary Productivity, Leaders@Change, and Speed of Trust.) o Myers-Briggs Type Indicator (MBTI). o Strengths Deployment Indicator (SDI). o Specialized departmental training requests. (Examples: Customer Service and Coaching Change for IT Department.)· Work with the Instructional Design team to help with additional workload. o Using the ADDIE model to analyze, design, develop and implement training courses. o Various delivery modes: ILT modules, eLearning modules, presentations, manuals and or workbooks (both Facilitator and Participant), job aids, and other materials to meet training outcomes as defined by needs analysis and specific department.· Keep up to date with Learning and Development technology, systems and concepts to develop self and maintain relevant knowledge in the field at all times.

Same responsibilities as position below.Salesforce.com Administration for the RO Writer sales team of 10 to 15 seats.· Developed and designed Salesforce.com training for sales personnel and sales manager.· Helped each sales associate with any needs. (Examples: Entering Opportunities, correctlyviewing Accounts, Contacts and Opportunities.)· Assisted another Salesforce.com Administrator with administration for our Franchisedivision with 5 to 10 seats.· Implemented and assisted administration of MS Dynamics CRM system within ourWholesale division with over 20 users.

Assess training needs associated with new software implementations as well as conducts gap analysis for existing IT tools/applications to develop various training programs. Attend meetings and seminars to obtain information useful to train staff and to inform management of training programs and goals. Design training courses and programs necessary to meet training needs and needs of the business. Design course materials and other training documents such as manuals, handouts, exercises and visual aids. Deliver training programs to employees utilizing various methods such as one-to-one, in group classroom settings, demonstrations, on-the-job training, meetings, workshops, conference calls or online (e-learning). Keeping up to date with appropriate technological systems, online training and software technology to develop self, and maintain knowledge in relevant field at all times.Communicate any IT changes and impacts to affected employee audiences to minimize confusion and allow for consistency, collaboration and best practices. Additionally market system and application training courses to employees.Work with management to gather position requirements to develop job descriptions for job postings that detail required skills and job responsibilities for each open IT position. Filter incoming applications and resumes from CareerBuilder and Dice for basic position requirements before preliminary Human Resource and IT interviews. Review and evaluate candidate resumes and feedback from prescreen interviews before passing possible candidates to next stage in the interview process. Present candidates to correct management before setting up initial manager phone interviews. Work with Employee Contract Agencies to find candidates for contract positions.

Central point of contact to manage and lesion the Tire Kingdom Performance Academy Learning Management System (LMS) project requests between training department and LMS vendor (RL Fisher). Create Mockups for new or redesigned pages with in LMS. Use the LMS Administration Tool to create and update page layout, design and content within the system. Use the LMS eCourse Administration Tool to create and update basic in house courses developed with the tool. Develop and design more engaging eLearning courses utilizing such tools as PowerPoint, Adobe Captivate and Gimp. End User support for LMS password and user id issues, data discrepancies, LMS problems and questions. Manage and coordinate store manager leadership classes.

Lead local support for the Solumina rollout by supplying Floor Support in Sikorsky’s Florida Assembly and Flight Operations (FAFO) location. Provide assistance to approximately 300 manufacturing and quality employees on moving from a complete paper system to a software application. Provide guidance to users accessing Solumina for build operations and prints. Aid employees with issues varying from help with Solumina to technical support of hardware, software and printing problems.In second phase of Solumina rollout, conducted 25 training classes to train an additional 140 users in both FAFO and Hanger operations. Developed curriculum and End User Guides to support a new agenda and flow used in training classes. Developed various process Visual Aids to support employees while using Solumina when local assistance is not available. Re-engineered and documented processes that led to errors or problems post rollout to help users navigate confusing processes in Solumina.Local expert and go to person for issues and information regarding Solumina functionality and processes. Supply various teams within Sikorsky knowledge on processes, functionality and data used with Solumina. Using the understanding of Solumina, SAP and data flow, helped to troubleshoot and resolve a critical labor time issue unique to the FAFO location. From the resolution of the labor time issue, designed a process flow for employees to follow which now gives management accurate data.With past understanding of databases, taught myself Hyperion to create, edit and update queries furnished to management. Local expert with Hyperion in designing adhoc queries used to give status and help management make accurate up to the moment decisions regarding production operations.

Using lectures, demonstrations, user guides and hands-on exercises, educate and train new and existing users (technical or non-technical) on the functionality of the customer’s customization of the salesforce.com application and business processes. Strong ability to quickly learn and grasp concepts of new technologies, new products, salesforce.com application enhancements and each project’s customizations/business processes. Interface with cross-functional teams (project managers and business analysts) to develop and adjust curriculum for training course materials and content intended for each of the specific customer audiences. Ability to manage concurrent projects, work independently or on a team and lead a larger education deployment. Participated in a taskforce to improve team’s processes and create better deliverables used in projects.

Lead CRM instructor to train all lines of business that utilize CRM within the company. Design and develop various materials (Student Guides, Training Manuals, Job Aids, etc.) for current users and future users of CRM system. Gather requirements for future functionality wanted by various user groups. Quickly learn new CRM functionality and train 800 + users in five different geographies over a two month period.

Senior Learning Specialist, 2001 - 2005Member of Global team of 200 focusing on standardization of data input and retrieval for all corporate customer interface programs. Created manuals and quick reference guides reflecting all changes in processes, policies, applications and databases. Duties encompassed GAP analysis, Operational Level Process (OLP) flow charts, re-engineering processes, desktop procedures, business data standards and relational databases.• Designed corporate benchmarks and best practices for IBM’s CRM (Siebel) system that ensures “seamless” customer interaction and one location for all customer information (One IBM).• Assisted in elimination of several hundred duplicate and antiquated systems and enforced compliance corporate-wide.• Ensured compliance in over ten new software releases to several billion customers worldwide.eases to several billion customers world wide.

Customer Information Education Specialist, 2000 - 2001Developed curriculum, documentation and delivered Train the Trainer (T3) education to support the Customer Information Initiative. Worked closely with the DataMart and Database solution team’s subject matter experts (SMEs) to extract relevant information to effectively develop education deliverables for User Acceptance Testing (UAT), Help Desk and end users.

Database Marketing Education Specialist, 1999 - 2000Developed curriculum, documentation and delivered education to support the Americas Market Intelligence Community and North America Sales Center. Primary resource used to deliver education to 250 users in Canada on Marketing Sales Management (CRM) system and business processes before the North America Integration project. Traveled to China to educate 50 Asia Pacific Market Intelligence Strategists, Market Intelligence Specialists and Inside Sales Representatives on Market Sales Management (CRM) system and how it could be better utilized for marketing efforts and making relevant and informed business decisions.

Advisory Database Marketing Specialist, 1995 - 1999Developed and coordinated Lunch and Learn series to help educate the Database Marketing Specialists with in the ISU segments. Delivered training and education to new hire Database Marketing Specialists on script programming, policies and procedures. Supported the North American direct marketing effort for the Government and Finance Segments. Maintained the Marketing Sales Management (CRM) system. Developed a North American standard naming convention for all state and local government accounts. This resulted in a reduction of duplicates within the database. Converted government segment unknown job function contacts with valid titles to the segment’s standards, enabling these contacts to be included in future campaigns. Learned Customer Relationship Management (CRM) standards for database marketing. Developed and ran queries and custom reports using various Marketing Sales Management tools also including SQL.