Sabrina Amburgey Email & Phone Number

Atlanta, Georgia, United States

• Demonstrate ability to work successfully with a global, virtual team and client base• Serves as the LMS (Learning Management System) Super User• Organize and maintain content, which includes uploading, publishing, versioning• Generate and manage activities, and run and create scheduled reports• Manage roles, security, and permissions associated with the system• Maintain data integrity such as course codes, descriptions, and other required information• Build complex courses and curriculums• Tests course content and troubleshoots issues.• Maintains the training catalog within the LMS• Configure and distribute reports as requested, and LMS data analysis• Creates and maintains the technical support knowledgebase, online help files, and learning aids. • Functions as the point of contact for any escalation issues.• Responsible for the management of the Technical Support team – including team building, task management, scheduling, and training of new team members.• Work closely with the Project Management team on support issues that affect end users or admins

Atlanta

• Resolve technical support issues in a timely, effective, and courteous manner.• Continual interaction with clients, developers, and end users using phone, email, and live chat channels• Review, test, and identify defects in technical training material, including eLearning modules, simulations, custom portals/LMS platforms, hardcopy stand-up instruction documents, collaborative technologies, and related support systems.• Contribute to the ongoing improvement of project processes.• Demonstrate ability to work successfully with a global and virtual team.• Create and maintain the Technical Support knowledgebase• Perform quality assurance testing• I maintain up-to-date operations documents on current LMS functionality (including likely future enhancements) from the viewpoint of each different user perspective—end user and the client.

Seattle, Washington, United States, Remote

• Communicated with customers/drivers (verbal and written) with a problem-solving attitude.• Understood the issue and made best use of the available resources to resolve the issue.• Was able to escalate problems or variance in the information to the relevant owners and teams and follow through on the resolutions to ensure they were delivered.• Demonstrated ownership to resolve challenging customer issues and escalated when necessary.• Provided excellent communication, both verbal and written with the Customers/Drivers, Customer Service Associates, Delivery Station Managers, and Delivery Associates in real time.• Developed and/or understood the performance metrics to assist with driving business results.

Wise, Virginia, United States

• Developed teams skilled in areas of customer service, selling and communication.• Tracked staff performance to assess training effectiveness.• Made sure staff was up to date system use, policies, and procedures.• Managed multiple projects, relationships, and outreaches with tight deadlines.• Conducted employee surveys and interviews.• Consulted with other trainers, managers, and liaisons for third party clients.• Tracked and compiled collected data.• Conceptualized training materials based on data and research.• Communicated training needs and online resources.

Wise, Virginia, United States

• Provided friendly, professional, prompt, efficient and accurate service in the origination and sales of consumer loan products.• Educated the products and services to all members.• Handled incoming member calls and internal calls including direct or hotline calls, which may include taking the loan application via phone.• Interviewed and originated member loan applications for all Consumer Loans submitted via our remote channels. Origination activities include, but are not limited to: verification of income/employment, debts, assets, verification of unsecured debt to adjusted gross income ratio, review of credit report data, obtaining explanations of derogatory credit, obtaining additional information requested by the underwriter, etc.,• Informed members of necessary information required to complete loan applications. Completes loan requests by and prepares for review by underwriter.