Work with Subject Matter Specialists (SMS) to develop content for taxpayer portal for internal andexternal customers▪ Design and develop templates for SOP, QRG and other content development▪ Design and develop Standard Operating Procedures for operations and training standards▪ Design and develop media for portal user help and training needs▪ Facilitate classroom train the trainer sessions

Audit eLearning courses from various aspects of the global businessProvide design and delivery expertise upon auditWork with Subject Matter Specialists (SMS) and overseas content developers in audit effort

Louisville, KY May 2022 - Nov 2022 (Contract)Create learning material for Ryder SET (Startup Effectiveness Team), utilizing Articulate Storyline and Rise, WorkDay, Captivate and Sharepoint.Create Train the Trainer models and other trainer tools.Visit client sites to manage training of client and Ryder Projects.Create effective learning processes and procedures for SET.Create and manage training schedules for clients and SET.Collaborate with multiple departments to create comprehensive learning strategies.

Create instructional materials; such as, reference guides, storyboards, project outlines, etc for eLearning, utilizing powerpoint. Suggest learning processes and procedures for learning team within an Articulate Storyline and Rise framework and Collaborate with learning team to establish best practices

Attract clients, establish corporate guidelines and fulfill service level agreements. Create demonstration videos, promotional decks, instructional materials, call center scripts, business plans/proposals, technical materials, etc. Initiate enterprise initiatives. Establish network of at-large instructional designers, business analysts, project managers, coders, trainers, ux specialists, etc.

I establish comprehensive product training plans and schedules for the nations Boards of Nursing. I conduct Train-the-Trainer courses, author instructional documents and materials, such as training manuals, quick reference guides, job aids and power points. I also develop product demonstration videos. Product training demonstration videos were produced with Adobe Captivate 9, Premier CS6

Facilitate PMS/POS software onto various hospitality-chain networks. There are three main focuses of this position -- facilitate three week, on-site, comprehensive, job related, training courses, spanning each position of a hospitality facility.-- provide on-site cutover support during go-live over the last week of training -- remotely configure hotel details within the pms/pos software, including data downloads and interface installation.

Project for the Commonwealth of Kentucky to train case workers and field staff on a new client intake and management system with respect to government subsidized benefits. This training is a four day continuing education course with approximately 15 participants processed through ILTs and paper manuals. My responsibilities outside of facilitation includes, created QRGs, FAQs and updating the existing participant’s guides and lesson plans. This project requires 75% travel from boarder to boarder, within the Commonwealth of Kentucky.

Hired as a contractor among another 18 education related professionals to aid in the expansion of the large group & small group enrollment and billing department due to the, now rescheduled, Affordable Care Act, which mandated employers offer health insurance to all eligible employees. I facilitated four new-hire training classes of 8 – 18 participants through blended learning ILTs and VILTs in a CBT based setting.Key Contributions:▪ Developed gap training documentation; which centered on job-related windows navigation training due to a consistent classroom issue with some participants lacking basic computer navigation skills. ▪ Established a new training tool; utilizing existing technology and licensure with Adobe Connect, I suggested the use of the video feature for each virtual learner within the CBT courses, while also assigning in-classroom computers to the virtual learners and facing said monitors towards the facilitator to foster a realistic setting to help with activities (group activities, games) and other visually related job aids and tools (i.e. white board, charts, hand gestures).

Recruited to bring the world-class customer service abilities I developed in my previous employment to Insight Communications (Insight Communications was purchased by Time Warner Cable in mid-2012). This position actually mirrored the role of a human resource development manager with respect to my duties, like the facilitation and supervision of 10 – 30 associates via 5-week new hire ILTs and WBTs, creating and maintaining new-hire, continuing education and new product training documentation with Adobe Captivate and MS Office, creating troubleshooting and call flow integration workshops as needed, developing inter-departmental polices and standard operating procedures to maximize company-wide efficiency. In addition to my responsibilities I also performed train-the-trainer duties, as required. Key Contributions: Achieved a consistent >80% graduation rate; with a six month retention rate of >50% within the first six months of my employment. Prior to my employment, training graduation rates were approximately 50%, with a <10% six month retention rate. Established the first traceable entrance exam; prior to my employment the entrance exam for employment was administered on paper, did not quite pertain to job function, but rather general knowledge and was not available to operations management after employment was offered. I created a multi-departmental taskforce to establish a timed, computer-based entrance exam, which featured a rotating set of job specific questions and was tied to the individual throughout their career, including new-hire training and continuing education, to effectively measure success and opportunities on a comprehensive level.

Originally hired as a Technical Service Representative, I was observed to possess superior soft skills, technical aptitude and a consistent positive disposition and within six months I was approached by management to apply for the training coordinator position. I was awarded the position and within the next 6 months I became an Apple certified trainer. My regular duties included facilitating 4-week new hire training classes and create 1-week continuing education training classes, ranging in size from 17 to 29 students via ILTs and WBTs. Other duties included conducting and filing quality assurance reports for each associate, team and department, conducted weekly meetings to address specific associate, team or department-wide issues discovered from the QA data analysis.Key Contributions: Recognized as a top trainer worldwide in Q2 of 2010; according to the statistics of participant surveys administered at the end of training by my superior.