Gloria Martinez Email and Phone Number

• Design and develop curriculum• Conduct needs assessment analysis• Develop training plans, design documents, and analyze documentation• Create project documentation including design templates, training plans, needs analysis, style guides, technical specifications, pilot materials• Select, modify, or create a design and development model appropriate for given project• Select and use a variety of techniques to define and sequence the instructional content and strategies• Design and develop instructional material; create interactive effective, engaging course content for both instructor lead training (ILT) and eLearning courses• Consult/collaborate with subject matter experts• Develop appropriate performance objectives to guide the development of training and performance support materials and tools• Conduct/Create/Record audio files as needed• Video editing• Develop complete self-paced online courses using authoring tools such as Articulate Storyline / Rise• Create tests and assessments within courses• Evaluate and assess instruction and its impact• Modify existing course materials

• Developed and published engaging course content learning activities, and knowledge assessments for online (eLearning), ILT, VILT, as well as blended learning using multiple modalities.• Demonstrated effective project management, communication, and consulting, problem-solving and decision-making skills.• Apply adult learning principles and instructional design models (ADDIE) into managing training operations and administration/coordination of training.• Visual design skills and ability to storyboard.• Demonstrated ability to maintain a high quality bar without sacrificing time and results.• Performed individual research collaboration with course content stakeholders.• Use multiple learning methods and to match the appropriate methods with the subject matter experts.• Technical aptitude to be able to quickly learn new technologies and implement blended learning solutions.• Integrating use of knowledge bases and online reference for learning and performance support.• Proposed course assessments / knowledge questions and other interactive elements to enhance the learner experience.• Video development, Animations, Quizzing Adult Learners.• Updated and maintain existing curriculum for relevance and accuracy.• Troubleshoot and resolved technical issues related to LMS (SIM ticket resolution).

• Expanded in-house programs and practices to identify developmental needs.• Prepared employees for more responsible positions and increasing effectiveness in present assignments. • Responsible for developing assessments, tests, and workplace aids. • Created e-learning programs • Developed criteria for evaluating the effectiveness of training activities. • Delivered customer-focused technology and best-of-breed integrations in the aerospace and defense sectors.• Analyze content, target audience, job tasks, and learner environment to identify appropriate instructional strategies and define learning objectives.• Acts as liaison with clients, taking time to understand their needs and developing the client relationship through effective communication and personal skills.• Collaborates with Subject Matter Experts (SMEs) to develop and modify instructional material.• Incorporates feedback from peers, supervisors, and manager to help improve design process.• Reviews and evaluates work and prepares performance reports.• Reviews and revises curricula to meet the training needs of employees based upon feedback, needs assessments or updated versions of the application.

• Experience in content development in multiple collaborative authoring tool platforms: adobe, articulate360, creative cloud.• Research project requirements and conduct a task analysis based on the goal and measurement values of the request. • Design and develop online learning solutions in support of business, communication and learning objectives including but not limited to, videos, templates, interactive eLearning courses, web pages, and reference materials. • Content development for cross-functional teams: HR, Payroll, Finance, and Safety• Sharing content development feedback from stakeholders• Project managed a learning plan that consisted of over 250 pieces of content – (participated in the reversion efforts post release)• Used project tracking applications such a Office 365 planner and Trello• Managed, tracked and catalogued all eLearning content• Developed questions for a cognitive platform: Amplifier• Use a comprehensive understanding of adult learning theory and instructional design principles to support eLearning initiatives.• Compose support documents that are easy to read and understand.• Manage content files effectively using media library structures and server storage management techniques; follow good principles of version control and data security. • Evaluate the success of each product post-deployment using pre-determined measurement values and adapt approach as needed.• Collaborate with project team members to ensure an outstanding end product. • Vetted solutions for LMS. Managed team through 3 LMS migrations; Latitude, eLogic, and SmarterU.• Assist with LMS administration, including testing of material for SCORM compliance, compatibility, and playability. • Use of online tools for storing and managing content (such as SharePoint).

• Developed, implemented, and delivered moderately complex training of ITSM systems and processes to all employees, including managers, tier 1, tier 2, and tier 3 analysts• Trained associates in upgrade/migration of Kronos time keeping system used to track time, reporting and compliance along with Lawson Employee and Manager Self-Service system to view and manage personal information. Instruct Managers how to track important information about direct reports and initiate personnel actions. Demonstrate online collaboration between managers and employees to maintain competencies, certifications, and skilled proficiency levels. • Evaluated training delivery, measured results, and recommended program changes• Implement on-line training, e-authoring, interactive video, and job aides through innovative technologies • Traveled extensively to hospital locations to provide training on IT systems• Assumed responsibility for ongoing curriculum development and training of IT staff and end users on system-wide applications• Gathered input from content and IT system experts to design, develop, and evaluate course specifications and modules for learning materials• Conducted analysis of training required within the specifications, and scope of project to determine appropriate instructional design• Responsible for the enhancement and design of course structure and content based on analysis of needs, feedback, and input of IT, and end-users

• Delivered classroom training to 40 call center agents for tier 1 and tier 2 help desk service.• Trained in the technical service facilities of a major wireless manufacturer-BlackBerry RIM.• Traveled extensively to training locations to lead new employee orientations and provide training on new products, services and client proprietary technical systems.• Assisted in opening up a call center in Costa Rica for the launch of client’s new product.• Provide highly effective, efficient and professional support by troubleshooting customer service issues, researching solutions and when necessary, working with senior escalation teams utilizing Remedy (action request ticket management software). • Trained Microsoft outlook and how to leverage various internal/external knowledge base systems for assisting customers.• Designed and enhanced course curriculum and material, created job aids, assessments, along with evaluation forms to gather analysis of need and feedback.

Deliver classroom training to employees and management working in the technical service facilities of a major wireless carrier-VERIZON Wireless.Deliver training programs including but not limited to: new employee orientation (HR duties), systems, customer service, client technology & networks (CDMA), sales, time management, performance management, interviewing & hiring, and coaching & supervising.Conduct needs analysis and auditing of area training needsExperience with CDMA/GSM,; Trained on Blackberry RIM/ Smartphone & Advanced wireless devicesPartnered with national and area training teams to identify and prioritize the development needs of the business.Schedule classes and track training completion ratesCreated virtual applications and course development for hands on exercises. Organize and develop training manuals, testing, and evaluation procedures, multimedia visual aids and other educational materials as directed and supported by national training staff. Coordinate training procedures and guidelines with local and national training staff.Provides in-store training in conjunction with direction/support by national training staff. Travel extensively to training locations throughout the country to lead new employee orientations and provide training on new wireless products, services, and technical systems.

Responsible for training and managing new hire classes of up to 15+ students in a busy inbound/outbound call center. Trained outbound as well as inbound classes.Experience with GSM/EDGE /; /iDEN competenciesTrained on Blackberry RIM/ Smartphone & Advanced wireless devicesCoached employees to companies' values and mission. Provided feedback through one on one coaching sessions with new hire trainees. Partnered with leadership to help employees and their coaches achieve company goals.Redesigned training material to ensure full impact in regards to our departmental goals.Completed and presented "Train the Trainer" courses instructing and reviewing all necessary components for new trainers to include in training sessions. Facilitated Continuing Education Courses, such as, credits & adjustments, T-Metrics, Why I Love T-Mobile, etc.Acting Coach for 5months to meet the needs of the business. Ensuring teams were exceeding in quality, $per/hr, and CRT goals. Along with maintained schedule flexibility to accommodate site training needs.

Responsible for training and managing new hire agents of up to 35 in a busy inbound / outbound call center. Monitored employee progress towards established goals. Developed and implemented effective motivational programs to encourage staff to reach individual goals. Evaluated employee performance. Tracked and reported production and project objectives daily. Monitored and reported attrition/turn-over trends.Assist in the review of new processes implemented by clients. Monitor and track implementation on sales project, review procedures, strategies, and outcome through weekly conference calls with project managers and clients.Complete training of new hires. Train classes of 12 to 25 during 2-week process detailing company policies, procedures, customer service, sales issues and computer systems incorporating lecture, role-play, and hands on experience.Provided recurrent training for Customer Service Representatives, Team Leads, Quality Control Agents, and Managers; including training on new products, computer systems, client policies and procedures.Provided Customer Service Representatives with coaching and direction on the call floor to increase productivity and effectiveness through one on one coaching use of feedback.Completed and presented "Train the Trainer" courses instructing and reviewing all necessary components for new trainers to include in training sessions.Promoted from CSR to training department within 6 months.