ERIN
MCCOOL
Pennsauken,-,-
PROFESSIONAL SUMMARY
Powerful oral and written communication skills. M.A. in English. Self-starter. Responsible and reliable. Sharp.
Strong critical thinking ability. Adept at creative problem solving. Team oriented; comfortable collaborating
and sharing responsibilities. Excel in dynamic, fast-changing, environments; strong time-management skills.
Composed and effective under tight deadlines. Quick study; Able to learn new software and tools with little or
no instruction. Able to learn and work independently; able to work remotely.
SKILLS
● Project Management
● Excels at self-management
● Able to multitask
● Customer relationship
management
● Excellent problem-solving
skills
● Training and teambuilding
● Attention to detail
EXPERIENCE
Customer Trainer Associate | Lockheed Martin | Mount Laurel, NJ
February 2018 - Current
● Assist Project Lead with project management responsibilities including:
o Determining project timelines
o Utilizing the Agile Project Management process to track projects in two week sprints
o Serve as SCRUM Master on 8-10 projects which means I have daily meetings with teams
ranging in size from 4 to 15 to gather project status and metrics and report to Project Lead
o Modify work-pressure timelines to keep project on pace
o Resolve interpersonal or technical issues among team members or team and client to
eliminate blockers so project progress is not hindered
o Run Sprint planning meetings every two weeks for all projects to plan next chunk of project
workload for team members.
o Gather metrics from Jira and report project completion status to management weekly
o Continually evaluate project tasking of team members to ensure projects are being completed
as efficiently as possible.
o Monitor projects to ensure we stay within scope and budget. Ensure any scope changes are
minimal and handled efficiently to minimize risk and budget increase
o Complete delivery paperwork for all projects being delivered to Navy
o Other duties assigned
● Assist with development of Detailed Requirements Design Documents, Instructional Media Design
Packages, Storyboards, and Scripts for multimedia training products, such as interactive courseware
and operator/maintainer simulations.
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Assist with development of curriculum for instructor-led training.
Perform interim and final quality assurance reviews of all training products.
Prepare required forms for product deliveries.
Review training feedback documentation for recommendations.
Program Analyst Ii | ENGILITY CORPORATION
February 2016 - November 2017
First Contract: February 2016-April 2016 Second Contract: August 2016-September 2016
Third Contract: February 2017-April 2017 Fourth Contract: August 2017-November 2017
.
Worked with limited supervision as part of FAA program project management team whose core
responsibilities include:
• Building, maintaining, and analyzing FAA tech project schedules and budgets
• Generating program/project status reports, cost and schedule indicators
• Projecting schedule trends, critical path analysis, and schedule optimizations using complex Excel reports to
ensure efficient management of project timeline and budget
• Developing and analyzed weekly/monthly reports on business related metrics. Identified potential project
trends and risks to management.
• Supporting creation of cost estimates for procurement actions.
Seasonal Enrollment Operations Supervisor | TOWERS WATSON
June 2015 - December 2015
EXCHANGE SOLUTIONS
● Mentored and coached a team of 10-12 Benefit Advisors through the season.
● Interpreted and applied various metrics across team members to increase performance and drive
enrollments.
● Measured and reported team performance metricsto Pod Manager.
● Effectively communicated team and individual objectives to team members.
● Proactively worked with Pod Manager to develop strategies and plans to achieve Pod goals.
● Acted within all ethical and compliance standards as defined and communicated by the company.
● Presented team accomplishments to Pod Manager.
● Created and maintain complex Excel reports.
Health ansd Welfare Administrator | XEROX HR SOLUTIONS, LLC
April 2014 - January 2015
● Promotion from Customer Care Assistant position.
● Worked closely with the Customer Care Senior Specialists and Technical Advisors on the team at times
to resolve escalated participant issues.
● Gathered information, researches/resolves inquiries and logs customer calls.
● Assisted in processing cases created by the Contact Center, inbound mail, or issues sent from the
client's benefit leads.
● Provided assistance, training and troubleshooting support to lower level staff.
● Prepared standard reports to track workload, response time and quality of input.
Customer Care Senior Assistant | XEROX HR SOLUTIONS, LLP
June 2012 - April 2014
● Effectively and accurately answered inbound call inquiries from participants regarding Health and
Welfare Employer Benefits.
● Expertise includes subject matter mastery of: Medical Plans, Dental Plans, Vision Care, Life Insurance as
well as in-depth disciplines such as: Defined Benefits and Contributions and Flexible Spending
Accounts.
● Thorough understanding of the government regulations regarding pre-tax and post-tax guidelines and
implications surrounding Health and Welfare benefits, including the current and future impact of
Healthcare Reform.
Disability Services Coordinator | RUTGERS UNIV ERSITY , THE STATE
UNIV ERSITY OF NEW JERSEY , CAMDEN CAMPUS
August 2010 - January 2012
Responsible for outreach, program development, and dissemination of information to students with
disabilities and to the public.
Maintained comprehensive statistics and reports.
Evaluated students' documentation ensuring each student receives appropriate accommodative
services.
Promoted the Office of Disability Services through various social media outlets.
Collaborated with Office of Campus Involvement with event management during welcome week,
Human Resources on Bring Your Child to Work Day 2011 and co-coordinated Open Enrollment and
New Hire orientation.
Member of Rutgers, The State University of New Jersey, Camden Campus Disability Advisory Council
2011.
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Draft Processor | AUTOMOTIV E RESOURCES INTERNATIONAL
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June 2008 January 2009
● Selected to be key customer service contact for 5 largest national accounts.
● Proofread and researched business and financial documents.
● Developed and wrote a business plan for system enhancements.
Administrative Assistant | PRUDENTIAL FOX & ROACH REALTORS
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May 2002 - April 2008
Prepared weekly work schedule for 15 staff members.
Maintained and updated maintenance projects, budgets, payroll reports and wrote business plans.
Proofread, edited and composed business correspondence.
Developed more efficient filing and office system.
EDUCATION
Graduate Certificate in Instructional Design Technology
May 2012
UNIV ERSITY OF MASSACHUSETTS BOSTON
● Online program in Instructional Design Technology; learned the ADDIE model and created various
design documents, learning modules and job aids
● Career-Focused Program.
● Member of Graduate Instructional Design Association, University of Massachusetts Boston, January
2011
M.A English
April 2010
RUTGERS UNIVERSITY, THE STATE UNIV ERSITY OF NEW JERSEY, CAMDEN CAMPUS,
Camden, NJ
● Writing-intensive program. Literature
● Specializations:
Romantic and Victorian Literature
20th Century Modern Literature
BA in English
May 2002
RUTGERS UNIVERSITY, THE STATE UNIV ERSITY OF NEW JERSEY, CAMDEN CAMPUS,
Camden, NJ
● 3.8 GPA
● Member of the honor society Rutgers, The State University of New Jersey, Arts and Sciences Honor
Society, Athenaeum, May 15, 2002
