Chandler Divan Email & Phone Number

United States

Apply knowledge of adult learning theories, methods, and techniques through multiple modalities to design and create effective curriculum including manuals, workbooks, evaluation plans and other instructional materials.Align business strategy and goals to deliver high quality, blended learning solutions that positively impact organization goals.Work with subject matter experts to identify the target audience training needs to design programs and individual courses; complete audience analyses to determine knowledge, experience, technical skills, and expectations.Apply department development methodologies and standards when creating deliverables to maintain consistency across all curriculums.Write instructional goals and create content that enables learners to master them.Create engaging learning activities and compelling course content that enhances retention and transfer.Ensure learners have sufficient opportunity to practice learned skills through experiential exercises such as role-plays.Utilize feedback from learners and subject matter experts to continuously improve curriculum.Deliver training to small or large groups.Adapt to a variety of learning styles and abilities.Multimedia DesignDevelop educational materials using various media including video, audio, and games.Script, shoot and edit videos to be used within learning programs.Utilize course development software to create computer-based learning materials.Determine what visuals are needed to facilitate understanding of core concepts, design clear and compelling instructional visuals and graphics.Develop style guides and templates for learner guides, facilitator guides, tip sheets, etc.Use storyboards to collaboratively design eLearning curriculum.Other tasks needed to accomplish team’s objectives/goals.

Remote

• Responsible for designing, creating, and maintaining multiple business division training curriculums for customer-facing sales agents while maintaining all HIPAA guidelines• Acted as a learning consultant to assess business and training needs to all areas of the business with a wide variety of Subject Matter Experts to apply learning and development to solving critical business issues• Determined training effectiveness through data-driven analytics and translating data to behaviors across multiple business sectors• Designed and developed highly effective training curriculum that adheres to current instruction-al design theory, adult learning principles, and best practices• Implemented both daily and weekly training programs to help instill ownership among all agents in the company and helped to manage the launch through nearly 2000+ agents• Have worked with Adobe Captivate, all the Articulate Suite (Rise, Storyline, Review, etc.),Vyond, Audacity, and others to develop and design curricula to be delivered across all business units• Collaborated with business subject matter experts and leadership to design large-scale, engaging learning that enhances business performance, with minimal support• Created blended learning solutions, including e-learnings, microlearnings, simulations, gamification, facilitator and participant guides, process documentation, infographics, and coaching and job aids• Applied current instructional design theory and best practices to create effective learning and training products• Designed and developed learning for continuing education program that addresses business needs to ensure KPI and metrics are met

Dayton, Ohio, United States

• Managed classes of new hires for all training purposes, which included schedule management, coaching, assisting with corrective action, and human resource-related issues.• Facilitated new hire learning and management, through both in classroom and virtual training. Continued personal development on staying informed on all new training and development trends in the field.• Designed and delivered upskill training to existing agents on floor in multiple sites, including to overseas locations.• Singularly redesigned the Fraud Inbound Investigations curriculum (an ongoing process) to be used internationally across all sites, utilizing both process knowledge and graphical design skills to elevate training for new learners and facilitators.• Assisted in SAS analytics pulls and was responsible for manipulating the data expertly through Excel.• Worked extensively with project and team management to roll out business-wide initiatives such as new training quiz formats and process updates. Also assisted in creating new processes to introduce to all existing representatives.• Assisted in developing process for Fraud Inbound Investigations teams while working with mul-tiple other departments to ensure compliance and regulations were followed.• Developed and acted as a curriculum developer and process writer to determine fraud policy for an international financial company• Have worked with Adobe Captivate, and all the Articulate Suite (Rise, Storyline, Review, etc.) to develop and design curricula to be delivered internationally across all levels of the business.

Dayton, Ohio, United States

• Worked directly with internal representatives and with external customers to answer difficult questions, apply advanced problem-solving skills in order to solve difficult situations.• Used considerable interpersonal skills to represent Synchrony to external consumers in a positive, professional, and efficient way.• Worked closely with Fraud leadership during tenure of a development program to advance my own skills while also applying those skills to benefit the business.• Assisted in Training and Development of new Escalated Help Desk Managers to assist in transition into new role all before 3 months within the role.• Had extensive project management and team management experiences through training and development within fraud and previous roles, and through external initiatives. These included enhancements made to internal company systems to increase efficiency.• Received above expectations on metrics for job role almost every month since beginning role, even during non-proficiency period.• Handled multiple rotations and development programs while learning new job, all while providing excellent internal and external customer interactions.

Kettering, Oh

• Worked Payment Solutions and Care Credit Customer Service taking phone calls as a consumer-facing customer service representative. • Assisted in training new hire classes for New Hire Synchrony employees.• Represented Synchrony Financial in a professional and amiable manner to both new hires, and to all incoming customers.• Assisted as Manager on Duty when managers were not in the building to help guide agents on the floor, and to supervise all activities on the floor.• 2017 STEP Participant.• First New Employee Onboarding Coordinator for the CIC department with training and development.

Cincinnati, Ohio

-Handle a wide variety of customer service calls and emails for five multi-billion dollar companies.-Use excellent written and oral communication skills to drive a considerable increase in customer satisfaction rates for the company.-Received five promotions within a two month period.-Utilize various data entry programs to assist all customers in a timely and expedient manner.-Thoroughly notate and record all customer accounts that call into the facility while assisting new customers in the process.-Extensively use Microsoft Office programs such as Outlook, Word, PowerPoint, and AX in order to increase the productivity of other agents, and to handle active customer accounts. -Develop training materials for all incoming agents.-Direct, train, and teach all incoming training classes.-Have extensive knowledge and experience in training adult learners to begin a new career.-Handle escalated customer calls for six different clients.-Supervise, coach, and discipline all existing agents on the floor.

Cincinnati, Oh

-Assist customers in all of their requests. -Maintain a professional store presentation. -Receive and distribute new merchandise throughout the store.

Bloomington, Indiana Area

-Handled finances of the store and dealt with customer appreciation and satisfaction. -Responsible for handling, preparing, and ensuring sanitary practices of food preparation.

Muncie, Indiana Area

-Groom and socialize with dogs to help maintain their physical and mental health. -Instilled dogs with an understanding of basic commands. -Prepared dogs for adoption.

Seeger Memorial Jr/Sr. High School

-Taught summer courses on math, reading, and computer skills. -Organized and rewired computer labs to increase productivity.

Bachelor Of Arts, East Asian Languages & Cultures

Bachelor Of Arts, Biology