• Manage the customer training program, course catalog, and knowledge base • Conduct needs assessments and determine training needs, objectives and outcomes to support the sustainability of the customer experience• Execute instructional design projects from idea generation to delivery and assessment to ensure an effective learning experience for external customers• Align instructional objectives with organizational goals/vision and quantify training value in support of these goals through measurement of Key Performance Indicators (KPIs) and Return on Investment (ROI) calculations• Utilize andragogy and cognitive psychology to support training objectives • Guide departmental teams through analysis, content creation and deliverables for projects• Advise internal stakeholders on the value of customer readiness, customer communication and the correct deliverables to train the customer appropriately• Assist with change readiness assessments to understand the organization's preparedness for change related to customer experience and potential impacts to success• Conduct analysis of process and journey mapping, identifying improvement opportunities across the organization related to the customer experience program

• Designed and developed e-learning courses, job aids, and user guides for internal and external audiences using Rise 360 and Storyline 360 • Partnered with Subject Matter Experts (SMEs) to deliver training workshops for employees and customers• Wrote and updated educational knowledge articles for the organization’s help center and knowledge base • Conducted training and change readiness assessments to gauge customer understanding of and preparedness for product enhancements or launches • Developed, managed, and executed multiple end-to-end training project plans• Managed the customer course catalog using Cornerstone's Learning Management System (LMS)• Contributed to performance and process improvements to maintain efficient and effective delivery of service for customers• Provided assistance to internal and external customers at all levels utilizing knowledge of departmental policies, compliance regulations, procedures and systems

• Designed and developed e-learning courses using Rise 360, Storyline 360 and Adult Learning Theory for global audiences at a Large Financial Institution • Collaborated with Subject Matter Experts, Stakeholders, and Executives across the organization to identify training solutions that addressed compliance and regulatory needs• Created engaging yet succinct training using industry best practices (e.g., microlearning and gamification), animated videos, and interactive content • Created course templates that incorporated WCAG and Section 508 requirements to ensure accessibility • Conducted internal audits and executed remediation plans to satisfy internal and regulatory audit requests• Developed and maintained the Risk Management division's SharePoint sites using visual design principles to securely store information and represent the organization's brand identity• Led webinars on e-learning best practices and instructional design techniques to provide continuing education for other Instructional Designers

• Served as an Articulate 360 Subject Matter Expert• Designed and developed e-learning courses, templates, examples, and downloads using Rise 360 and Storyline 360• Delivered product demonstrations for the Articulate 360 product suite via live and recorded webinars• Researched and wrote educational articles for the E-Learning Heroes community focused on instructional design, e-learning best practices, and Articulate applications• Partnered with Sales and Customer Success teams to develop a deep understanding of customer needs, and used those insights to create and deliver customized training webinars for customers• Created instructional product assets including recorded demos, sample projects, talk tracks, and leave-behinds that captured key product marketing messages that engaged current and prospective customers

• Developed and maintained the e-learning course catalog for employees and customers using Articulate 360• Partnered with Subject Matter Experts to create energy industry training compliant with North American Electric Reliability Corporation (NERC) regulations • Recorded and edited audio narration using Adobe Audition• Served as the SumTotal Learning Management System (LMS) administrator • Utilized Jira ticketing system to respond to requests for technical training and LMS support• Developed technical documentation, training manuals, online help, user guides, and other educational materials• Created and automated custom reports to show evidence of training assignments, duration, and completion• Developed and documented processes as needed to establish consistent use of the system including email templates, reports, dashboards, and rule-based workflows• Served on a project team responsible for the design and implementation of SharePoint for the organization

• Trained staff on DDI’s Targeted Selection process to encourage effective and legally defensible interviews• Served as dedicated HR Business Partner for three regional trading centers• Led annual employee opinion survey implementation, analysis, and action planning• Designed Employee Recognition Program in response to feedback from the employee opinion survey• Managed all full cycle recruiting efforts and recruiting budget for the organization• Partnered with leadership to address employee performance issues through the corrective action process

• Developed training materials including onboarding kits and manager guides• Designed and delivered in-person and virtual leadership training to all people leaders• Created and implemented ACES’ employee opinion survey• Responsible for all recruitment efforts, including requisition creation & posting, resume evaluation, interview scheduling, interview guide creation, coordination of pre-employment screening, and new hire orientation• Investigated employee relations issues while ensuring effective, legally compliant resolutions• Developed the ACES internship program

• Developed and executed high-volume staffing strategies for three distribution centers• Conducted employee relations investigations and addressed employee concerns• Managed annual performance review and merit increase process• Responsible for employee opinion survey administration and reporting

• Created and facilitated training across multiple levels within the organization• Managed open requisitions, evaluated candidates, created interview templates, and scheduled interviews