Carol Favor

Providing LMS administrative and technical support for ServiceLink’s Saba/Cornerstone LMS to users, the training team and other business units including regular review and maintenance of courses and user accounts, reviewing and testing all system upgrades

• Analyze and make recommendations on other Cornerstone products, and provide best practices of the LMS to ensure ROI
• Provide training team support including managing training calendars and inboxes, tracking training activities, maintain accurate records, analysis of training survey results, and vendor course maintenance
• Generate usage reports, formulate data in Excel and provide accurate reporting on training and performance activities
• Identify, analyze, interpret and disseminate training trends and patterns through use of LMS metrics, survey and assessment results
• Create and maintain internal job aids applicable to team and LMS processes and commonly used features
• Conduct training sessions with the training team and other business lines on LMS features and additional performance enhancements, as needed
• Stay abreast of new LMS features, serve as the primary liaison with LMS vendor and submit help tickets to vendor, as needed
• Audit existing in-house and 3rd party training resources for relevancy and effectiveness
• Serve as the primary liaison with training content provider
• Coordinate, administer and provide metrics on annual training completions and ad-hoc training for business units
• Provide project and training updates to Business Unit leadership, the Training VP, and Executive leaders as needed
• Oversee, participate in and provide data for all external audits
• Lead the quality assurance process and ensure all tasks are assigned and completed successfully
• Perform all other duties as assigned

Provided LMS Administrative support for the Mortgage Training Team as well as other Business Units. Learning Management System (LMS) - Cornerstone SBX (formerly Saba)

• Created and assigned Courses via Prescriptive Rules
• Scheduled ILT Classes, registered attendees and updated attendance
• WBT Class creation and testing
• Saba Performance Academy training
• Trouble shoot end user issues when needed
• Analytics - Created, ran and scheduled reports
• Enabled and customized System Notifications
• LMS System Configurations
• Created and maintained Smart Lists and Audiences
• Document Reviews - Proofread training materials to ensure that all are to company standards
• LMS New Releases - Testing of new features in QA prior to system upgrades
• Opened Saba Support Cases and acted as liaison for a variety of business units

Provided LMS Administrative support for Little Caesars Corporate, Company and Franchise Stores and Blue Line Distribution Centers nationwide.

Learning Management System (LMS) - Saba

• Upload content; WBT Class creation and testing
• Worked with HRIS to resolve Workday data issues
• Saba Performance Reviews
• Opened Saba Support cases and Consulting on Demand to move projects forward
• Configured System to improve user experience
• Analytics - Created reports and subscriptions for departments
• Created ILT Courses and scheduled Class sessions
• Assigned training via Prescriptive Rules
• Trouble shoot and resolve end user issues
• Developed and maintained job aids
• Educated managers on how to assign training to their direct reports

Provided Administrative support for Fortune 500 Manufacturing client. Learning Management System (LMS) - Sum Total

• Created and assigned Courses
• Analytics - Ran and compiled reports from the LMS as needed
• Instructor Led Class creation, enrollments and roster updates
• Curriculum management
• Exam and Survey creation and testing
• Maintained work instructions, FAQs and quick reference manuals
• Uploaded and tested new WBTs prior to assignment
• Provided phone, email and ticket support for the LMS, including, but not limited to, identifying and resolving technical issues and providing log in and site navigational assistance
• Trained new team members on the LMS features and functionality

• Efficiently managed hundreds of inbound calls daily from over 1200+ different businesses
• Appointment Setting for Electrical and Plumbing
• Defused volatile customer situations calmly and courteously
• Addressed and dispatched customer product complaints empathetically and professionally to designated person for further follow up
• Mastery of numerous client-specific databases and the ability to switch between them in a fast-paced call center environment