Susan Fraune Email & Phone Number

San Francisco Bay Area

San Francisco, Ca

Over 75% of responsibilities involved direct training of internal and client company representatives internationally. Focused efforts on rapidly expanding financial services operations in Great Britain, Sweden, Ireland, Asia, Dubai and Philippines.Performed key role in creation and streamlining of internal staff and end-user development programs vital to client satisfaction and retention as company grew from $25M to nearly $400M in annual revenues.Created training programs that were in high demand which aligned strategies with company objectives. Delivered that training to internal staff, clients and third party consulting firms. Positively increased corporate revenues for 3 high-profile, high-tech products.Implemented recorded training solution for getting users up to speed on Advent products, meeting delivery deadlines when local training was not available.Created a 3-week certification program attended by Advent employees, clients and 3rd-party consulting firms, resulting in new hires supporting product within 3 -6 weeks vs. 6 months and cost savings of $20K per person, just over $1M per year.

San Francisco, Ca

Created Advent Software’s 1st-ever hands-on training program for Geneva, Advent’s industry leading portfolio management solution, by conducting product analysis, creating a training environment, developing hands-on exercises and organizing training. As more modules were developed, hired and managed a staff of 2. Traveled 50% of the time and trained internal staff and clients, domestically and internationally. Oversaw the implementation of VMView when faced with confidentiality and regulatory issues that limited training outside of secure facilities by working closely with technical staff and the IT team. This resulted in training being offered any time/anywhere and reduced setup time from 1 full day to 15 minutes.

San Francisco,Ca

Provided direct technical support to major financial services firms, including coordinating product implementation, troubleshooting, problem resolution and documenting issues for internal knowledge base in a fast paced environment. Technical support was both phone and internet based. Received 2005 Technical Support Representative of the quarter based on high-client satisfaction provided, on time and accurate problem resolution and client accolades.Previous roles ranged from Training Administrator and Account Manager to Senior Technical Instructor and Senior Support Manager.