Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Felicia Lorenzini

Felicia Lorenzini

Software Support and Trainer
Rhome,TX

Overview

25
25
years of professional experience

Work History

Report Writer – Trainer / Customer- System Support

FICS
Addison, TX
03.2016 - Current
  • Provides personalized support and fostering relationships and helping each customer develop the skills needed to utilize the third-party software to excel in their careers, utilizing SAP BusinessObjects
  • Business Intelligence software versions 3.1, 4.1, 4.2, and 4.3 along with SAP Crystal Reports 2008 SP5, 2013
  • SP7, 2016 SP5, and 2020 SP1 to utilize Report Writing tools to extract data from FICS systems software in Mortgage
  • Lending, Commercial Lending and Loan origination
  • Schedule and conduct monthly training classes through
  • GoToWebinar for BusinessObjects with SAP Crystal Reports, VILT webinars through GoToTraining for more advanced topics such as creating letters, using filters, formulas, using the scheduling interface tool BI Launch Pad in BusinessObjects, and customizing your scheduling interface to be more efficient in using all aspects of
  • BusinessObjects available
  • Responsible for contributing, designing, developing, maintaining, and delivering all training and webinars relevant to the changes that come with SAP products along with the use of FICS system software
  • Coach and Mentor other trainers to also present and deliver such webinars
  • Support customer Information
  • Technology departments with installation and maintenance through each conversion, ongoing support, and troubleshooting of any technical issues
  • Additionally, record and provide recordings for the Implementation of the newer versions of software releases
  • Monthly testing of multiple systems software with the SAP products before delivery to customers
  • Testing SAP BusinessObjects Business Intelligence software version 4.3 SP2 along with
  • SAP Crystal Reports 2020 for current release and conversion, creating installation documentation, license key documentation, revising all training materials while working with an internal team in a collaborative approach that brings the best possible solutions to every customer, this is essential in the retention of our customers
  • Generate and test the LCM Biar file to distribute to customers with each quarterly release to ensure timely and accurate execution of the field mapping needed to access the universe
  • Capable of working independently with little instruction and providing relevant feedback to other team members
  • Contributes to the continuous improvement of procedures and processes and provides best practices and product knowledge to other trainers while help to develop their skills to deliver excellent customer service to each customer.

Social Media Manager, Owner/Founder

Dallas, TX
08.2015 - 01.2017
  • Ad Creative Specialist and Ad Management
  • Marketing in Motion-MIM, Worked closely with small businesses to strategize their marketing goals and objectives on multiple social media platforms, managed social media pages on Google Business, Twitter, Facebook and Instagram
  • Created campaigns using best practices to effectively use and leverage the marketing tools on the platform for success.

Client Partner - Ad Creative Specialist

FACEBOOK
Phoenix, AZ
01.2015 - 07.2015
  • Worked closely with small businesses to strategize their marketing goals and objectives on the social media platform, created campaigns teaching advertisers best practices and how to effective use and leverage the marketing tools on the platform for success.

Lead Generation

FACEBOOK
Phoenix, AZ
12.2012 - 01.2015
  • Working directly with Facebook Small Business Team located in Austin, Texas
  • Generated leads to qualify them and enroll them in the Facebook exclusive educational support program
  • Worked closely with small businesses to strategize their marketing goals and objectives on the social media platform, created campaigns teaching advertisers best practices and how to effective use and leverage the marketing tools on the platform for success.

Community Based Services Program Manager

VALLEYLIFE
Phoenix, AZ
08.2012 - 11.2012
  • Manage the Home and Community Based (HCBS) Service Program and staff of 30+ providers, two office Assistants, and one Trainer to ensure smooth operations and performance of the daily activities until the program was eliminated.

CAREGIVER, HOSPICE PATIENT, ALZHEIMER
02.2012 - 08.2012

SALES AND MERCHANDISING

ARIZONA'S BEST HOMECARE
Sun City West, AZ
06.2011 - 12.2011

JANA JAE'S SOUTHWEST GALLERY
, OK
03.2011 - 06.2011

CANCER PATIENT

CAREGIVER
, OK
04.2011 - 05.2011

Independent Contractor

ADVOCATE
Prescott, AZ
09.2007 - 04.2011
  • Educational advocate for children with special needs and learning disabilities

DIRECTOR OF FAMILY SUPPORT

RAISING SPECIAL KIDS
Phoenix, AZ
03.2007 - 09.2007
  • Work closely with programs funded through contracts and grants from Department of Education
  • Department of, - Office of Children with Special Health Care Needs, and the Division of Developmental
  • Disabilities to ensure contractual requirements are being met and reported
  • Oversee comprehensive training and parent information center with multiple leveled programs
  • Programs and activities included Family-Parent Support
  • Family Health Information, and Parent Training and Education
  • Manage multi-program staff and statewide grants
  • Actively Participate on multiple community committees
  • Identify and Nurture key relationships with community, state, and agency partners
  • Support Parent Networks, Community agencies, and Volunteer Network
  • Outreach to Underserved Populations
  • Match Experienced Parent Mentors with Parents of newly diagnosed children
  • Research and Provide Community Resources
  • Knowledge of ALTCS, DDD, VO, RBHA systems and accessing services
  • Develop and Implement Adult Learning Techniques through training and workshops
  • Prepare reports and statistics for state and federal contract and grant reporting
  • DIRECTOR OF

ADOPTION PROGRAMS, Foster Care
Phoenix, AZ
11.2006 - 03.2007
  • Oversee District I through V with overall operations of the family licensure process with families wanting to become certified and licensed to become Article 58 Foster Care Homes to take in CPS foster care placements
  • Oversee and train five District Supervisors, Aid in the facilitation of all services through CPS, Implementation of contractual requirements, Develop and maintain licensure, child placement and Child Specific recruitment files
  • Wrote and Implement Child Specific Recruitment Plans, Targeted Recruitment, PS MAPP classes, Attend all district
  • HRSS Contract meeting, Child Placement meeting, Kids Consortium, Sub-Committees, AFCAC, etc
  • Oversee and maintain daily operations of the program
  • Manage and train five district supervisors: District I-V
  • Program Planning and Administration
  • Record Keeping / Departmental Goal setting
  • Participate and Implement Targeted Recruitment Plans
  • Write and Implement Child Recruitment Plans
  • License Homes for Host Home/Foster Care Licensing Process
  • Perform extensive interviews/ home studies with families
  • Ensure critical client files are created, maintained in accordance with contract requirements
  • Make placements in, homes
  • Work closely with OLCR, and Foster Families
  • Conducts thorough child/family strengths and needs assessment, utilizing the program specific protocol
  • Provides effective crisis management, to include following the program triage protocol and treatment methods, responding in a timely manner, providing for follow-up care, assessing, and providing appropriate responses, and handling the situation calmly
  • Liaison between families, consumers, and CPS
  • Facilitate training with potential foster parents
  • Facilitate all service needs
  • Much, Much More

FAMILY SUPPORT MANAGER/LICENSING WORKER

MOSAIC
Phoenix, AZ
08.2006 - 11.2006
  • Facilitate the licensure process with families wanting to become certified and licensed to become Adult or Child
  • Developmental Home to take in CPS and DDD foster care placements
  • Aid in the facilitation of all services through CPS and DDD
  • Write, implement, present and follow up on behavior treatment plans, attend all medical appointments and important appointments pertaining to the on-going care and support to the foster families
  • License Homes for Host Home/Foster Care Licensing Process
  • Perform extensive interviews/ home studies with families
  • Present families to the DHPC with the Division of Developmental Disabilities
  • Ensure critical client files are created, maintained in accordance with contract requirements
  • Make placements in the Adult Developmental Homes (ADH)
  • Make placements in the Child Developmental Homes (CDH)
  • Attend Med reviews, ISP meetings, and other meetings as needed
  • Write Behavior Treatment Plans
  • Present Behavior Treatment Plans to PRC
  • Work closely with OLCR, Foster Families, and DDD
  • Liaison between families, consumers, CPS and DDD
  • Facilitate training with potential foster parents
  • Facilitate all service needs

DIRECTOR

HCBS, CIVITAN FOUNDATION, INC
Phoenix, AZ
12.2005 - 08.2006
  • Develop and Manage the Home and Community Based (HCBS) Service Program and staff of 70+ providers and ensure smooth operations and performance of the daily activities
  • Obtained Qualified Vendor License in December Developed HCBS programs to generate revenues of over $250, 000.00 in 7 months
  • Recruit, train, and maintain staff development plans essential to their job function
  • Perform interviews to assist in the selection of qualified HCBS providers
  • Complete 90-day, Annual reviews and disciplinary actions for all staff
  • Ensure critical client files are created, maintained, and closed in accordance with contract
  • Develop and maintain proper implementation of personalized Habilitation Programs for clients
  • Perform semi-annual follow-up reviews
  • Work closely with DDD Support Coordinators and other organizations to ensure proper authorizations and services are in place
  • Ensure Incident reports are completed as required
  • Represent the clients' interests and those of Civitan at CFT/ ISP meetings and client interventions
  • Ensure critical training is developed and in place in accordance with contract requirements
  • Sustain programs to ensure and identify proper training is in place and up to standards required
  • Develop and maintain Policies and Procedures of the department
  • Process Payroll and Billing documentation for a staff of over 250 providers

Coordinator / Training Coordinator/Trainer

United Cerebral Palsy, UCP of Central
, AZ
01.1999 - 02.2006

HCBS Coordinator / Direct Service Provider

Cerebral Palsy of Central Arizona
Phoenix, AZ
  • Managed the Home and Community Based (HCBS) Service Program and staff of 215+ providers, two office Assistants, and one Trainer to ensure smooth operations and performance of the daily activities
  • Recruit, train, and maintain staff development plans essential to their job functions
  • Complete 90-day, Annual reviews and disciplinary actions for all staff
  • Develop and maintain proper implementation of personalized Habilitation Programs for clients
  • Perform semi-annual follow-up reviews
  • Work closely with DDD Support Coordinators and other organizations to ensure proper authorizations and services are in place
  • Ensure critical client files are created, maintained, and closed in accordance with contract requirements
  • Ensure Incident reports are completed as required and perform follow-up investigations
  • Develop and implement corrective action plans as necessary
  • Represent the clients’ interests and those of UCP at ISFP/ISP meetings and client interventions
  • Ensure critical training is developed and in place in accordance with contract requirements
  • Develop and implement training curriculums and materials that are highly effective and beneficial to the needs of the staff and the clients they work with that collate the mission of the organization
  • Sustain programs to ensure and identify proper training is in place and up to standards required
  • Perform semi-annual follow-up Home visits with clients and families
  • Schedule and facilitate Intake, ISP/IFSP meetings, provider matches and placements, and other related services
  • Perform interviews to assist in the selection of qualified HCBS providers
  • Ensure critical client files are created, maintained, and closed in accordance with contract requirements
  • Process Payroll and Billing documentation for a staff of over 150 HCBS providers.

Education

Bachelor of Science - Management

University of Phoenix

MBA - Business Administration

University of Phoenix

A.A - Marketing and Management

Fashion Institute of Design & Merchandising

Skills

  • Customer Service
  • Leadership
  • Coaching
  • Software Training
  • VILT and ILT (GoTo, Zoom and Teams)
  • Problem solving
  • Self – Driven, ability to work alone or in a team environment
  • Professional development
  • Performance management
  • Enthusiastic to learn new concepts and business skills
  • Certifications and Licenses
  • CPR/First Aid
  • Additional Information
  • Excellent verbal and written communication with all levels of staff and clients
  • Outstanding customer service attitude with exceptional follow-up skills with the ability to drive a phone conversation
  • And escalate issues as required
  • 20 years’ experience providing services and managing programs
  • 11 years’ experience in a Supervisory position parallel with continuing education
  • 7 years’ experience in Retail sales, Commissioned Sales and Management Trainee
  • 9 years’ experience in Food Service and Banquets
  • 3 ½ years of Social Media Marketing; Lead Generation and Client Partner services
  • 16 years as a Trainer; ILT in Universal Precautions, Medications, CPR, First Aid, Lifting
  • Transferring, Behavioral Plans, ISP, Habilitation programming, Article 9, and ILT and VILT in SAP
  • BusinessObjects
  • Business Intelligence software, BI Launch Pad, and SAP
  • Crystal Reports
  • 9 years of Phone Sales - Customer Service
  • Extremely detail oriented, very highly organized, motivated, and efficient
  • Previously responsible for planning, design, implementation, monitoring and evaluation of a comprehensive Home
  • And Community based program of services and support for persons with developmental disabilities for over 350
  • Families
  • Managed a staff of 250 people
  • COMPUTER EXPERIENCE:
  • Microsoft Word, Excel, PowerPoint, Publisher, OneNote, Adobe, Acrobat, Access, Google
  • Docs, OpenOfficeorg, Office 365, SharePoint, Outlook Scheduling, Salesforce, CRM, Social
  • Networking, WebEx, Google Suite, Google Chrome, GoToAssist, GoToWebinar
  • GoToTraining, SAP
  • Business Intelligence software 31,41,42,43, SAP
  • 2008,2013,2016,2020, Microsoft Teams, and Zoom
  • Critical Thinking
  • Active Listening
  • Complex Problem-Solving
  • Report Writer
  • Researching Topics
  • SAP Business Objects
  • Reporting Requirements
  • SAP Crystal Reports
  • Report Creation
  • Data Communications
  • External Communications

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Life is something that happens to you while you’re making other plans.
Margaret Milar

Timeline

Report Writer – Trainer / Customer- System Support

FICS
03.2016 - Current

Social Media Manager, Owner/Founder

08.2015 - 01.2017

Client Partner - Ad Creative Specialist

FACEBOOK
01.2015 - 07.2015

Lead Generation

FACEBOOK
12.2012 - 01.2015

Community Based Services Program Manager

VALLEYLIFE
08.2012 - 11.2012

CAREGIVER, HOSPICE PATIENT, ALZHEIMER
02.2012 - 08.2012

SALES AND MERCHANDISING

ARIZONA'S BEST HOMECARE
06.2011 - 12.2011

CANCER PATIENT

CAREGIVER
04.2011 - 05.2011

JANA JAE'S SOUTHWEST GALLERY
03.2011 - 06.2011

Independent Contractor

ADVOCATE
09.2007 - 04.2011

DIRECTOR OF FAMILY SUPPORT

RAISING SPECIAL KIDS
03.2007 - 09.2007

ADOPTION PROGRAMS, Foster Care
11.2006 - 03.2007

FAMILY SUPPORT MANAGER/LICENSING WORKER

MOSAIC
08.2006 - 11.2006

DIRECTOR

HCBS, CIVITAN FOUNDATION, INC
12.2005 - 08.2006

Coordinator / Training Coordinator/Trainer

United Cerebral Palsy, UCP of Central
01.1999 - 02.2006

HCBS Coordinator / Direct Service Provider

Cerebral Palsy of Central Arizona

Bachelor of Science - Management

University of Phoenix

MBA - Business Administration

University of Phoenix

A.A - Marketing and Management

Fashion Institute of Design & Merchandising
Felicia LorenziniSoftware Support and Trainer