Deanne Gourdin
Sandy Springs,GA
Summary
Versatile Operations Assistant handles all types of tasks with efficient and hardworking mindset. Manages administrative needs as well as planning training events, overseeing purchasing and record keeping. Bringing 4.5 years of related experience.
Overview
6
6
years of professional experience
Work History
Technical Training Operations Assistant
Rose International for American Honda Motor Company
05.2023 - Current
- Billing dealers for no shows
- Classroom set up and organization
- Management of technician enrollments including building of enrollment events in eEnrollment
- Vehicle inventory verification
- Supply ordering via SAP Ariba(Guided Buying) software
- Sign technicians in/out and distribute building access badges
- Document retention of class rosters and other data
- Create certificates for technicians when technical training is completed at the Honda Training center
- Email technicians reminders of class enrollment
- Maintain detailed Excel spreadsheets of all inventoried data/ Training operations
- Hard copy file management, Password resets for training managers
- Managed day-to-day department operations with effective workflow coordination.
- Assist training coordinator with planning of routine operations and special projects.
- Collaborated with other departments to foster smooth operation of daily processes.
- Contributed to development of operational procedures to improve efficiency and accuracy.
- Assisted in the development of standard operating procedures to maintain consistency and accuracy across all tasks.
- Enhanced team productivity by providing administrative support in scheduling and coordinating meetings.
- Coordinated travel arrangements for dealerships, resulting in seamless business trips with minimal disruptions to daily operations.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Opened and properly distributed incoming email to promote quicker response to client inquiries.
- Planned and coordinated logistics and materials for training sessions.
Remote Operations Training Coordinator
Yoh, A Day & Zimmermann Company for SAP Learning
05.2022 - 04.2023
- Collect rosters from trainers
- Determine whether or not to cancel or run VLC courses based on the number of students attending
- Monitor Learning Hub site to ensure the website matches internal records for instructor training deliveries
- Monitor email distribution list for SAP Procurement Product Learning COE team
- Project Management via MS Teams, ILP on Azure-SAP GUI and Jira, Assist in coordinating VLC and Learning Hub scheduling for instructors
- Studied SAP Ariba Strategic Sourcing Suites (Sourcing, Contracts, SLP, Procurement) material and attended deliveries of these courses for personal and professional development as well as applied knowledge via an SAP Ariba training realm identical to the SAP Ariba platform
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Coordinated logistics for training events, including managing participant registration.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
- Ordered online training materials to meet program needs for instructors.
- Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Led cross-functional teams comprised of subject matter experts to create collaborative solutions addressing complex organizational challenges through targeted skills development efforts.
- Partnered with account executives to source specialized training content or services when required by organizational needs or strategic priorities.
- Cultivated strong relationships within my department and upper management, fostering trust and collaboration in support of shared learning objectives.
- Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions via creating surveys for learning participants
- Served as a stand-in conducting staff meetings with emphasis on instructor scheduling.
Technical Training Operations Assistant
Rose International for American Honda Motor Company
10.2021 - 05.2022
- Billing dealers for no shows
- Classroom set up and organization
- Management of technician enrollments including building of enrollment events in eEnrollment
- Vehicle inventory verification
- Supply ordering via SAP Ariba(Guided Buying) software
- Sign technicians in/out and distribute building access badges
- Document retention of class rosters and other data
- Create certificates for technicians when technical training is completed at the Honda Training center
- Email technicians reminders of class enrollment
- Maintain detailed Excel spreadsheets of all inventoried data/ Training operations
- Hard copy file management, Password resets for training managers
- Managed day-to-day department operations with effective workflow coordination.
- Assist training coordinator with planning of routine operations and special projects.
- Collaborated with other departments to foster smooth operation of daily processes.
- Contributed to development of operational procedures to improve efficiency and accuracy.
- Assisted in the development of standard operating procedures to maintain consistency and accuracy across all tasks.
- Enhanced team productivity by providing administrative support in scheduling and coordinating meetings.
- Coordinated travel arrangements for dealerships, resulting in seamless business trips with minimal disruptions to daily operations.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Opened and properly distributed incoming email to promote quicker response to client inquiries.
- Plan and coordinate logistics and materials for training sessions.
Remote Operations Training Coordinator
Yoh Services LLC For SAP Ariba Education
04.2019 - 05.2020
- Collect rosters from trainers
- Determine whether or not to cancel or run VLC courses based on the number of students attending
- Monitor Learning Hub site to ensure the website matches internal records for instructor training deliveries
- Monitor email distribution list for SAP Procurement Product Learning COE team
- Project Management via MS Teams, ILP on Azure-SAP GUI and Jira, Assist in coordinating VLC and Learning Hub scheduling for instructors
- Studied SAP Ariba Strategic Sourcing Suites (Sourcing, Contracts, SLP, Procurement) material and attended deliveries of these courses for personal and professional development as well as applied knowledge via an SAP Ariba training realm identical to the SAP Ariba platform
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Coordinated logistics for training events, including managing participant registration.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
- Ordered online training materials to meet program needs for instructors.
- Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Led cross-functional teams comprised of subject matter experts to create collaborative solutions addressing complex organizational challenges through targeted skills development efforts.
- Partnered with account executives to source specialized training content or services when required by organizational needs or strategic priorities.
- Cultivated strong relationships within my department and upper management, fostering trust and collaboration in support of shared learning objectives.
- Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions via creating surveys for learning participants
- Served as a stand-in conducting staff meetings with emphasis on instructor scheduling.
Customer Care Representative/ Help Desk I
TekStream Solutions for World Pay
06.2018 - 02.2019
- Blended" agent that assisted Worldpay merchants with customer care issues related to billing and Help Desk Level I issues w/ POS terminals. Access channels (Phone, Email, Portal and Chat)
- Rate reviews and explanations, Route tasks to appropriate teams if needed
- Explain PCI Compliance status, Statement explanations, Assist merchants with getting access to statements online, Explain chargebacks, Explain and review batch reports and transactions, Explain risk holds, risk reserves and risk suspends, CRM proprietary to World Pay, Trouble shoot terminals- Help Desk Level 1, Prioritize service requests, Diagnose issues and relay solutions (basic to intermediate level), Follows SLA guidelines for issues without an immediate resolution/update merchant, Use of Knowledge Base for resolution guidance, Communicate issues with management/SME’s(Urgent/escalated issues), Password resets, Aids merchants in adding tips, voice authorizations and force settlements+, Process supply orders, Issue credits if needed, Assist merchants with downloading software updates to POS terminals, Escalate to Help Desk II or appropriate team if needed
- Managed high call volume with exceptional professionalism and efficiency. (Billing and Help Desk level I)
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information. (Knowledge Base)
- Streamlined call response times for improved customer experience through effective communication techniques.
- Logged call information and solutions provided into internal database.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Communicated with clients regarding account services, statements, and balances.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
Bachelor of Science - Business Administration
University of The People
Degree In ProgressAssociate of Arts - Business Administration-concentration: Entrepreneurship
American Intercontinental University
Atlanta, GA08.2011
Skills
- Customer Support
- MS Office
- Operational Assistance
- Administrative Support
- Schedule Coordination
- Event Coordination
- Billing
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Open to Dallas/Ft. Worth, TX area and Remote work (preferred)
Timeline
Technical Training Operations Assistant
Rose International for American Honda Motor Company
05.2023 - Current
Remote Operations Training Coordinator
Yoh, A Day & Zimmermann Company for SAP Learning
05.2022 - 04.2023
Technical Training Operations Assistant
Rose International for American Honda Motor Company
10.2021 - 05.2022
Remote Operations Training Coordinator
Yoh Services LLC For SAP Ariba Education
04.2019 - 05.2020
Customer Care Representative/ Help Desk I
TekStream Solutions for World Pay
06.2018 - 02.2019
Bachelor of Science - Business Administration
University of The People
Associate of Arts - Business Administration-concentration: Entrepreneurship
American Intercontinental University
Similar Profiles
JULIE KIMJULIE KIM
Equipment Service Technician CO-OP at American Honda Motor Company, Inc.Equipment Service Technician CO-OP at American Honda Motor Company, Inc.
Tracy WilsonTracy Wilson
Senior Manager, Global Supply Chain at American Honda Motor Company Inc.Senior Manager, Global Supply Chain at American Honda Motor Company Inc.
Wendell BanksWendell Banks
Zone Manager, Midwest Region - Parts and Service at American Honda Motor CompanyZone Manager, Midwest Region - Parts and Service at American Honda Motor Company