Cathy Seymour Email & Phone Number

Provide expert content/professional leadership on complex Coaching & Training assignments/projects. Responsible for development and delivery of technical coaching materials and on company products, processes and technologies so as to ensure that employees develop, maintain, and increase their own technical and/or process knowledge.Develop and provide orientation and training on new materials. Analyze call-ins/inquiries in order to judge effectiveness of training sessions and to implement suggestions for improvements. Exercises considerable creativity, foresight, and judgment in conceiving, planning, and delivering initiatives.Use deep professional knowledge and acumen to advise functional leaders. Focus on providing thought leadership within Technical Training but work on broader projects, which require understanding of wider business. Recognized internally as a subject matter expert.

Jacksonville, Fl

Certified over 60 Subject Matter Experts (SMEs) to become Adjunct Facilitators. Training included practicing facilitation skills using different modalities including Instructor-Led and Virtual Instructor-Led training. Adult learning theories, presentation styles, learning preferences, and the instructional design ADDIE model were incorporated to provide additional knowledge for skill building. Facilitated WebEx Capabilities training for Cigna Medicare and Express Scripts teams to prepare SMEs in the virtual delivery of specific business training. Facilitated Knowledge Management training for over 90 authors of Cigna’s KnowledgeXchange system. Obtained certification as a Knowledge Author. Acted as Program Manager on the Ongoing Inpatient Concurrent Review work stream for an enterprise-wide, process-driven redesign project. Managed training including assigning training tasks and establishing timelines in project plans, identifying and documenting risks and barriers, overseeing instructional design tasks and partnering with knowledge management and technical writing teams.Collaborated with Learning Enablement of Cigna University to streamline Adjunct Facilitator training materials, added learner-center activities, and incorporated strategies for classroom management including handling challenging participant behaviors. Delivered training in preparing Subject Matter Experts for the immediate use of new skills.Facilitated Developing Emotional Connections (DEC) training to supervisors and participants of Customer Service. Coached supervisors weekly and attended team huddles to support DEC behaviors with call center agents. Offered suggestions during DEC calibration calls to use DEC behaviors in providing customer value and increasing Net Promoter Scores. Collaborated with the DEC Community of Practice (CoP) to enhance the program across the enterprise.

Jacksonville, Florida

Lead Instructional Designer for Guidewire system implementation impacting several audiences of a Property and Casualty Insurance carrier. Worked with leadership and business units to define training requirements and objectives for Underwriters, Agents and Customer Care Agents. Conducted job tasks and training needs analysis. Created training documentation including design documents, training milestones, deliverable dates, project plans and risk/gap documents. Created course materials including Job Aids and Quick Reference Guides. Developed reusable learning objects for WBT using Captivate6. Designed, developed and piloted ILT and WBT learning products for new software affecting five business units for a major insurance company. Facilitated systems training for new hire Tellers and Personal Bankers for a large Canadian bank. Performed full needs assessment and developed curriculum outline to increase performance of Personal Bankers for a Florida-based bank.Designed, developed and piloted training materials for Diamond Loan Operating System; training was delivered to 1500 Loan Originators in two major mortgage companies. Developed training materials and job aids for 300+ employees resulting in successful Mortgage Cash Department migration. Designed, developed and piloted systems training for new Document Tracking System (DTS) which enhanced department performance for 15 mortgage departments. Designed, developed and piloted training materials for Mortgage Lien Release Department.

Jacksonville, Fl

Collaborated with the Enterprise Program Management Office to create 14 mini-video Project Management lessons. Prepared video scripts, PowerPoint decks for talking head videos, assisted with filming, production and editing of videos including captioning using YouTube editor. Led the Communications Department training project that required the creation of New Hire curricula for Communication Maintainers and Technicians. Collaborate with Senior Electrical Engineers and subject matter experts using the SAM model to determine and develop content. Curriculum uses a blended approach; ILT and WBT supported by knowledge-based tools and technologies. Led project including conducting a training needs analysis of engineering training including all classes in the New Hire Engineering curriculum. Created scope document that outlined redesign of New Hire Engineering training. Completed design document for Roadway Worker Protection (RWP) class resulting in the creation of Leader and Participant Guides, Job Aids, QRGs. Successfully piloted and rolled out RWP. Designed, developed and delivered Instructional Design Basics class for ongoing delivery to current and new facilitators and training leaders. Mentored other Instructional Designers. Created VLT to introduce team to the benefits and uses of VLT training including how to use the AT&T tool. Designed and developed Procurement Card eLearning for approximately 1200 Amtrak employees and finance managers using Captive7. Consulted with subject matter expert to create storyboard for Compensation Education for over 700 Amtrak managers. Obtained certifications in Roadway Worker Protection (RWP) and AMT2 (Amtrak’s electrified territory); certifications allow access to Amtrak’s right-of-way.

Charlotte, North Carolina

Lead designer on major project for three audiences that included creation of project definition reports, course outlines, risk and gap documents, project timelines, design documents, creation and delegation of content development including procedures for CSG and ICOMS billing systems, Train-the-Trainer delivery and successful rollout of training to all three audiences. Designed and developed ILT and WBT training that supports Tier 1, Tier 2 and Order Manager Agents nationwide on billing platforms and other technical systems. Designed, developed and delivered training for new hire, billing systems modifications, product and sales for wireless products including data and mobile handsets. Assess training and systems requirements for, then built and delivered training to stand up vendor call centers nationwide. Developed and delivered in-person and virtual Train-The-Trainer sessions to facilitators and regional managers. Created articles for Knowledge Management System. Provided New Product Launch training to targeted areas across the nation.

Columbus, Georgia

Created business case to implement a consistent New Hire Teller Training program across 40 banks. Business case led to the creation of a New Hire Teller Training Program consisting of mentor training and a teller transaction lab. Managed Teller and Head Teller Curriculum for 40 banks. Designed, developed and delivered Instructional Design Basics class for new Instructional Designers and Project Managers. Coached new Instructional Designers in the application of ISD best practices and company training and development standards. Led Teller Mentor training project - designed, developed and delivered training to create and reinforce Mentor leadership skills and increase Teller job performance. Led Teller Transaction training project - Designed and developed a five-day Teller Transaction Lab that provides simulations of customer transactions integrated with policies, procedures and regulations. Designed, developed and piloted Behavioral Interviewing for Branch Managers. Developed a compulsory Information Security and Wire Transfer web-based training for all employees.

Master Of Science In Education, Instructional Design

Ba, Interdisciplinary Studies