Renna S.

Deberry
4121 Trotter Ridge Road
Durham, NC 27707
(919) 638-6076
rd7a4d76@westpost.net

OBJECTIVE: To secure a position that will enhance and utilize my skills in custo
mer relations, leadership and computers, with opportunities in developing teamwo
rk, professional and personal growth.
EDUCATION/ CERTIFICATIONS
B.S. Business Management
Shaw University, Raleigh, NC
Certificate in Advance Networking Technology
Duke University, Durham, NC
3 years of Accounting courses NC A&T State University
Microsoft Certified Systems Engineer (MCSE)
Microsoft Certified Professional +Internet (MCP+I)
SUMMARY OF QUALIFICATIONS
a Over 16 years of Training and Development experience
a Over 15 years of progressive experience in customer service
a Effective in utilizing strong verbal and written communication skills.
a Innovative professional with a strong ability to adapt in ever changing work
environments.
a Proven effectiveness in working in teams, while adhering to tight time constra
ints in fast paced, deadline-oriented environments.
a Excellent interpersonal, problem solving, and time management skills.
a Reliable and motivated individual who completes assigned task with 100% accura
cy
a Independent tester of software for product reliability
a Ability to understand and apply State and Federal Regulations
a Excellent documentation and tracking skills
a Successfully managed daily operation and supervised a staff of four employees
a Accounts Payable/Receivables and collections processor

PROFESSIONAL EXPERIENCE
Senior Learning Specialist- Fidelity
7/2007a" Present
Responsibilities: Supported large components of several projects for training de
livery under the guidance of a Project Manager. Served as SME on several project
teams within the organization by editing and creating materials and assessments
. Identify enhancements that should have made the material and highlight synergi
es between different practices. Built effective working relationships with assoc
iates, managers, directors and VPs in the business. Also worked effectively with
IDs, SMEas and peers. Facilitated a variety of training programs such as new h
ire training programs, specialized initiatives and customer service skill traini
ng. Present key initiative overviews and programs to management level in suppor
t of associate development. Use appropriate media and material to support learni
ng. Employs anecdotes, analogies, examples and humor when appropriate to illustr
ate concepts and to engage and motivate the audience. Adjust pace, style and con
tent level to audience knowledge skills and experience. Apply principles of adul
t learning in structuring the learning environment and conducting classes live a
nd virtual. Proactively identify trends for business unit specific training and
knowledge gaps based on level 2 results and recommend solutions based on trendin
g analysis.
Special Project: Setup of new site in Albuquerque, NM
4/2008 a" 8/2008
One of the primary facilitators selected to setup new customer service call cent
er in Albuquerque. I stayed on-site for four months to ensure the success of t
he initiative. Directly involved in the interviewing and hiring of 6 new Learni
ng Specialists. Responsibilities included training and development and mentorin
g of 3 senior trainers to support the project. Also, condense 8 weeks of ma
terial into a 2 weeks crash training course for the new managers. I reviewed and
edited the training content to be used before it went to print and also created
2 of the 5 assessments that were used in the training.

Learning Specialist- Fidelity

9/2006 a" 7/2007
Responsibilities: Similar to those listed above as Sr. Learning Specialist.
Transaction Processor Specializing in LOA- Fidelity
01/2005 a" 9/2006
Responsibilities: Complete extensive research of employees pay history to identi
fy discrepancies related to leave of absences or returns from leave of absences.
Verbal and written communications with Case Managers to ensure employee status
and compensation information is correct from the beginning of LOA status to ver
ifying termination information, i.e. overpayments, missing pay and workers compe
nsation. Point of contact for new associates, senior teammates and case managem
ent associates in providing clarification of policy and procedures. Assisted in
developing training material while conducting training sessions for the LOA tea
m. Responsible for managing escalations that are filtered through the FHRS Tech
box to ensure that they are completed in a timely manner.

Customer Services H&W/ DB/Temporary Sr. Representative a"Fidelity

05/2004- 01/2005
Responsibilities: H&W Service Representative /Temporary Team Lead/Sr. Represent
ative
Provides comprehensive benefits servicing for FESCOas customers, while demonstr
ating extraordinary customer service, provides detailed descriptions of plan-spe
cific benefit coverage options, provides cost comparisons, processes enrollments
, terminations and coverage updates, proactively identifies and assists with ben
efits problem resolution, and educates customers on alternative self-service com
munication channel options. The Benefits Representative a" H&W understands the b
usiness relationship between the Defined Contribution, Defined Benefit, Health &
Welfare, and HR/Payroll product lines and provides integrated benefit servicing
when applicable.
Team Lead/Sr, Representative:
10/2004- 1/2005
Anticipate, analyzes and effectively resolves problems and issues that may arise
in the center. Responsible for resolving problems or finding resources that ca
n identify when and how to escalate problems to the appropriate level. Provide t
imely and effective resolutions to problems and set realistic timeframes. Work c
losely with Managers, Team Leads and other Sr. Representatives staying informed
on potential call drivers that might spike anticipated call volumes. By recogni
zing that the customeras desire outcome is satisfaction and assistance I assure
them that their needs are understood and that we are here to do whatever is with
in our means to ensure satisfaction. Monitor individual work items to keep them
from aging, and facilitate resolutions to the customers. Perform monthly qualit
y audits and coaching sessions for on the floor call representatives. Assist in
 developing ways to promote team-building skills.
Customer Services H&W/DB Representative- Veritude, Raleigh
12/2004- 05/2005
Provides comprehensive benefits servicing for FESCOas customers, while demonstr
ating extraordinary customer service, provides detailed descriptions of plan-spe
cific benefit coverage options, provides cost comparisons, processes enrollments
, terminations and coverage updates, proactively identifies and assists with ben
efits problem resolution, and educates customers on alternative self-service com
munication channel options. The Benefits Representative a" H&W understands the b
usiness relationship between the Defined Contribution, Defined Benefit, Health &
Welfare, and HR/Payroll product lines and provides integrated benefit servicing
when applicable.
Responsibilities: DB (FLEET) (IBM)
Also, support defined benefits where the job is to provide detailed descriptions
of plan-specific pension plans, initiate the retirement process, help customers
understand there retirement options as well as what documentation is needed to
complete paperwork, set up pins for the Voice Response Unit, and to discuss the
pension checks and there deductions.
Technical Service Support Specialist - Peopleclick, Raleigh
05/2001-09/2002
Responsibilities:
Provide 1st and 2nd level help desk support via phone and email to Peopleclick p
roduct users (external and Internal). Troubleshoot/resolve and escalate as appr
opriate issues related to the application, network or configuration. Assist in
identifying, developing and improving diagnostic processes and documentation. R
esearch, document, and prioritize support inquiries. Enthusiastic and customer
focus driven in interacting with clients as well as the internal groups
Apply diagnostic techniques to research a customer inquiry.
QA Control a" Peopleclick- Contactor 01/2001-0
5/2001
Responsibilities: Tester of Affirmative Action Software for improper functionin
g.
Tracked the functionality of the product as it passed through the stages of impl
ementation
Workforce Operation Asst. - Nortel Networks, Durham, NC a"Contractor 08/20
00-01/2001
Responsibilities: Provided vendors with timely reports using the Professional S
ervice Internet System (PSI). Designer of office procedures that tracked paymen
ts and reports distributed to vendors. Handle distributions of advance payments
and receivables for 10 of the top vendors. Trained all new employees to use sy
stems and applications.
Child Support Enforcement Agent II- Durham County DSS 07/
1995-07/2000
Responsibilities: Established and legally secure support/paternity. Detail doc
umentation of all legal and financial action pursued. Use two different automat
ed collection tracking systems for payments. Help implement training for new em
ployees. Followed Stated and Federal Regulations guidelines.
Business Manager-Car World Auto Parts- Scotland\Durham (continuous part-time)
1987-2003
Responsibilities: Managed daily operation and supervised a staff of four employ
ees. Accounts Payable/Receivables, Payroll and Billing. Setup shipping for Int
ernational Customers. Created special advertising and marketing projects. Impl
emented training for new employees.
Income Maintenance Caseworker I&II, Durham/Scotland County 1987-1995
Responsibilities: Managed a caseload of approximately 300 applicants. Interview
ed and communicated daily with people of all social-economic backgrounds. Verif
ied applicant information and reviewed household budgets quarterly.
GTE Contractor, Dispatcher 8/1990-10/1990
Responsibilities: Logged incoming calls and assisted with customers request. D
ispatched calls to linemen. Tracked customers requested and followed up with cu
stomeras satisfaction.
City of Laurinburg, City Clerk
5/1985-10/1987
Responsibilities: Verified the accuracy of money received from five workstation
s, ($80,000-$115,000 daily). Reconcile bank statements, posted daily account, d
ebited and credited accounting ledgers. Entered data for electrical and water s
ervices used by customers, billed customers appropriately. Assisted customer in
paying for their electrical and water services provided by the city.
Southern National Bank, Teller 5/1984-5/1985
Responsibilities: Accounted for the incoming and distribution of over one half
million dollars daily. Assisted customers with all of their financial needs. C
ontacted business and personal accounts concerning return checks.
COMPUTER SKILLS
Applications
MS Office Suite, MS Exchange, MS Outlook/ Outlook Express, Excel
Operating Systems
Windows 95&98, Windows NT, Windows 2000

References available upon request