Tammygilmore Experienced Sap Professional

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  • 1. PROFESSIONAL EXPERIENCE TAMMY GILMORE teamwork *superior customer service * integrity *solutions * innovation
  • 2. Relative Professional Experience
    • SAP – SD, CRM, Portals, On-Line Help
    • TRAINING & LEARNING SOLUTIONS
    • PERFORMANCE & PROCESS IMPROVEMENT
    • TECHNICAL SUPPORT
    • CHANGE MANAGEMENT
    • SAP USER, TRAINER & TRAINING CONSULTANT
  • 3. SAP TRAINING DEVELOPER CONSULTANT
      • Training course development & deliverables for:
        • IC Webclient
        • Customer Portal
        • Employee Portal
        • Channel Partner Portal
        • Training Portal
        • On-Line Help
        • Knowledgebase / Knowledge Management
        • iBase
        • Service Contracts
  • 4. SAP USER SINCE 1998 TRAINER WITH SEVEN FULL LIFE CYCLE IMPLEMENTATIONS SUPER USER SINCE 1999
    • R/3 -
    • MODULES
      • SALES AND DISTRIBUTION
          • FULL RANGE RELATING TO CUSTOMER SERVICE
      • MATERIALS MANAGEMENT
          • TROUBLESHOOTING AFFECTING CUSTOMER SERVICE
      • FINANCIAL ACCOUNTING
          • TROUBLESHOOTING AFFECTING CUSTOMER SERVICE
      • PRODUCTION PLANNING
          • TROUBLESHOOTING AFFECTING CUSTOMER SERVICE
  • 5. TRAINING
    • Developed & Implemented new training course for customer service
    • Trained new hires on 3 SAP platforms, 1 mill system, products and company culture in 6 weeks timeframe for complete content integration to customer service desk
    • Trained all customer service SAP users before during & after 4 full life cycle implementations on to SAP 4.6c version
        • Utilized blended training approach for all training initiatives
        • Set up & scheduled all sessions (in class & practice lab)
        • Created simulation exercises for training sessions & lab sessions
    • Trained cross functional groups on customer service driven integration
  • 6. LEARNING SOLUTIONS
    • LEARNING STRATEGIES UTILIZED
      • Blended Learning Solutions
        • on-line classroom training / computer based training
        • E-learning
        • Simulation exercises
        • Performance based approach to ensure complete user implementation
      • Post Implementation Learning Objectives & Solutions
  • 7. PERFORMANCE & PROCESS IMPROVEMENT
    • Utilized performance reviews and assessments to customize training initiatives for service improvement - group & individual
    • Utilized Gap Analysis and target surveys to target areas for improvement - group & individual
    • Initiated and created a new self-guided training process for improvement issues that presented in the Customer Service Dept.
    • Communicated progress & completion of all performance and process improvement initiatives to middle and upper management
  • 8. TECHNICAL SUPPORT [Trainer at Domtar]
    • Served as Customer Service Dept. subject matter expert on SAP implementation team to ensure all customer service needs were met during 4 full life cycle implementations
    • Created & tested BPP’s for Customer Service Dept.
    • Served as validation expert on subject matter for Customer Service Dept. during SAP implementations
    • Coordinated efforts with users, middle & upper management & SAP implementation team to ensure complete technical knowledge was captured & implemented
    • Identified, documented, tested & implemented needs for improvement to fulfill expectations of end users
  • 9. CHANGE MANAGEMENT [Trainer at Domtar]
    • Served as Customer Service Department representative during 4 full life cycle implementations-
        • Included BPP creation, editing, validation & testing
        • Team was inclusive of representatives selected from Customer Service Division, Sales, Finance, Planning
        • Efforts were coordinated with company wide departments to ensure accuracy, timelines and needs were met for all departments during implementation phases
    • Presented findings and solutions to Customer Service Division audiences during implementation periods