Emily Patton Email & Phone Number

Dallas/Fort Worth Area

Dallas/Fort Worth Area

* Designed and developed eLearning and instructor-led courses* Created training assessments* Tested courses

* Designed and developed eLearning and instructor-led courses and training materials (topics included sales training and product training on various networking, mobile, and cloud and hosting products) * Assessed needs, determined requirements, and designed training strategy* Assisted in developing certification programs and related communications* Created training assessments, eLearning scripts, and video scripts* Tested courses and conducted peer reviews* Documented internal processes and procedures

* Designed and developed storyboards and eLearning courses for Raytheon Supply Chain* Tested courses, conducted peer reviews

Dallas/Fort Worth Area

* Managed retail training program* Developed training communications and evaluations* Created and documented training development process* Programmed content for franchisee convention* Created and managed archive for documentation and training materials* Assisted with LMS conversion and administration

* Designed and developed courseware for customer training on various LTE network monitoring solutions* Conducted pilot classes and peer reviews* Assisted with LMS administration

* Managed the KnowledgeBase team (onshore and offshore resources) and all KnowledgeBase projects for Capgemini* Maintained KnowledgeBases and portals, including user management, changes to portals, security configurations, infrastructure design and workflow for Warner Bros. Entertainment, Inc., Nokia Siemens Networks, Coca-Cola Enterprises, as well as internal Capgemini departments* Performed troubleshooting and tracked technical issues to resolution* Managed KnowledgeBase contract and vendor relationship* Interfaced with customers to assess knowledge management needs, determine requirements, and design knowledge management strategy* Oversaw the change management process for all content changes to documentation, including new software rollouts as well as regular documentation maintenance* Directed creation and distribution of all communications (KnowledgeBase, training, project newsletters, employee of the month program)* Supervised development and delivery of instructor-led and e-learning courses (KnowledgeBase portal and ACP training, Six Sigma, etc.)* Won BPO People Manager of the Quarter award

* Designed and created KnowledgeBases for internal customers (Outage Management System, Distribution Operations Center)* Conducted needs analysis to design knowledge management strategy.* Maintained existing KnowledgeBases and portals, including user management, changes to portals, security configurations, infrastructure design and workflow (Power Source, Energy Efficiency, REP Relations, Market Operations)* Managed KnowledgeBase vendor relationship and contract* Acted as lead knowledge management subject matter expert for CIM (Content Information Management) project* Trained customers and teammates on how to use KnowledgeBase and knowledge portals* Generated and delivered KnowledgeBase and RightNow reports for Executive Dashboards* Designed, developed and delivered instructor-led and eLearning courses (Critical Care Disconnect for Non-Pay, Storm Restoration/Call Overflow, etc.)* Performed troubleshooting and tracked technical issues to resolution

* Designed and created KnowledgeBases for internal and external customers (Capgemini, Oncor Electric Delivery, TXU Energy Services, Warner Bros. Entertainment, Inc.)* Implemented KnowledgeBases and portals in several service delivery centers, including United States, Poland, India and China* Led effort to achieve ISO certification for several Capgemini service lines* Attended ISO Auditor training* Led the development of desktop procedures for the Warner Bros. Entertainment, Inc. transition* Worked with subject matter experts to write work instructions/desktop procedures for various teams* Oversaw all content changes to documentation and enforced the change management process* Designed, developed, and documented best practices for KnowledgeBase team and collaborated with counterparts in Customer Care & Intelligence* Designed, developed, and delivered training for various projects ranging from KnowledgeBase courses to Palestine Service Delivery Center New Hire Training courses* Assisted with customer training initiatives such as Terms and Conditions and other regulatory compliance courses* Created and distributed customer communications* Managed projects and led project teams* Led Six Sigma Green Belt project to improve KnowledgeBase performance, increase productivity and improve customer satisfaction

* Designed and developed courseware and training materials for Finance department and leadership initiatives* Conducted design blitzes for customers to assess needs, determine requirements, and design training strategy* Interfaced with customer, subject matter experts, and other designers to produce deliverables* Conducted pilot classes and made suggestions for course improvements

* Designed and developed documentation, online help, process maps, training materials and job aids for internal system software and operational procedures, utilizing RoboHTML, Word, FullShot, SnagIt, Visio, and PowerPoint; documents were distributed via the web* Provided coaching and feedback to peers and junior writers* Developed solid relationships and interfaced with various departments and individuals at all levels of the company, including executive management, project managers, software developers, QA analysts, and end-users to produce documentation* Analyzed user and department performance, created development plans, and assisted in determining best practices* Led project teams, trained end-users, and facilitated meetings* Created and administered assessments, utilizing Word; tracked associate performance in company database* Assisted in developing computer based training programs* Extracted best practices from five operational teams and created one new best practice for all teams to follow* Used technical abilities and business analysis to streamline processes and procedures, resulting in increased efficiency and customer satisfaction* Developed and trained “Elasticity” curriculum, which resulted in no associate-forced overtime and reduced temporary agency costs

* Designed and developed courseware for customer training on the AMS ASAM, Alcatel’s Access Management System for their DSLAM (Digital Subscriber Line Access Multiplexer) product, and for Litecraft, Alcatel’s craft interface to the Litespan Digital Loop Carrier* Conducted pilot classes to test course content, usability and effectiveness* Created and tested labs involving hardware and software exercises* Interfaced with instructors, engineers, subject matter experts, and customers to produce training materials* Assisted in creating the department’s courseware development process and guidelines* Enhanced the corporate image by mentoring children as part of the HOSTS (Helping One Student to Succeed) program