Senior Instructional DesignerDesign and develop eLearning solutions to support new hire and initiative programs to improve on-the-job performance.• Designed and developed an eLearning curriculum to replace class room training for retail real estate lending. The curriculum is made up of micro lessons for new hires and bankers that want a refresher on a specific topic.• Modified multiple eLearning simulations for version changes in a reporting tool used by over 2,000.• Designed… Show more Senior Instructional DesignerDesign and develop eLearning solutions to support new hire and initiative programs to improve on-the-job performance.• Designed and developed an eLearning curriculum to replace class room training for retail real estate lending. The curriculum is made up of micro lessons for new hires and bankers that want a refresher on a specific topic.• Modified multiple eLearning simulations for version changes in a reporting tool used by over 2,000.• Designed and developed eLearning modules for a new process in the account setup system.• Developed a detailed design analysis for redesigning the account setup system training. Show less

Senior Instructional DesignerDesign and develop eLearning solutions to support new hire and refresher programs to improve on-the-job performance. Coached new contractors coming on board.• Designed and developed the first eLearning modules for Mortgage Banker new-hire training. The 5 modules focus on the mortgage system of record used for mortgage applications. Bite-sized modules are used to introduce the system to new hires and for Mortgage Bankers that… Show more Senior Instructional DesignerDesign and develop eLearning solutions to support new hire and refresher programs to improve on-the-job performance. Coached new contractors coming on board.• Designed and developed the first eLearning modules for Mortgage Banker new-hire training. The 5 modules focus on the mortgage system of record used for mortgage applications. Bite-sized modules are used to introduce the system to new hires and for Mortgage Bankers that want a refresher on a specific topic. • Converted and improved 7 eLearning solutions built under a different tool no longer used to Articulate Storyline 360.• Developed multiple eLearning simulations to help learners distinguish the differences for an upgrade to a reporting tool used by over 2,000 associates. Show less

Developed design strategies for engaging solutions that supported on-the-job performance. Coached and mentored team members. • Designed, developed, and implemented demonstrations for a new Sales Customer Demonstration system for three phases combining Captivate and Brainshark into bite-size chapters for approximately 300 salespeople with excellent Level 3 feedback and business partner satisfaction. Managed logistics for SME-led virtual office hours introducing changes for each… Show more Developed design strategies for engaging solutions that supported on-the-job performance. Coached and mentored team members. • Designed, developed, and implemented demonstrations for a new Sales Customer Demonstration system for three phases combining Captivate and Brainshark into bite-size chapters for approximately 300 salespeople with excellent Level 3 feedback and business partner satisfaction. Managed logistics for SME-led virtual office hours introducing changes for each phase.• Led design for blended training for a significant change to the customer-facing website that included SME-led training, multi-media communications, job aids, and demonstrations for over 200 communication consultants and marketing directors.• Volunteered to implement employee improvement suggestions from the “Voice of the Associate”; collaborating with Editing and Publishing, implemented a consolidated Editing and Publishing form reducing employee input by six minutes per request and improving employee satisfaction.• Evaluated four training products in pilot for the research group and developed content for the pilots to be used in the classroom. Recommended adoption of Poll Everywhere.• Directed and assisted with video shoots for leadership messages and company’s first coordinated emergency response exercise.• Demonstrated proficiency in executing electronic publishing requests and programming assessments in QuestionMark Perception accurately and on time.• Designed and developed post-class activities in Captivate using inquiry-based techniques for over 250 employees to improve the quality of customer service in the call center.• Consulted with Education team to develop activities and interactions for external customer training programs.• Asked to serve on team that developed and ran the All-Hands meetings for four quarterly meetings. Improved the after-meeting survey response from 20% to 80% participation. Show less

• Led strategic Product Education Project, including design and development of an online training still in use three years later for approximately 250 Operations employees. Partnered closely with the Product and Compliance teams to ensure accuracy of content. Directed work of Lectora and Flash developer.• Designed and developed online training solutions for complex processes and concepts, including audio activities in partnership with five business units.• Designed and developed eight… Show more • Led strategic Product Education Project, including design and development of an online training still in use three years later for approximately 250 Operations employees. Partnered closely with the Product and Compliance teams to ensure accuracy of content. Directed work of Lectora and Flash developer.• Designed and developed online training solutions for complex processes and concepts, including audio activities in partnership with five business units.• Designed and developed eight Captivate simulations for New Hire phone employees and Configuration employees’ training. Adhered to all internal best practices that minimized the effort of the eLearning developer.• Designed and developed multiple training solutions for complex processes for external customer implementations, resulting in 100% employee readiness and customer satisfaction.• Performed SME and ID function for Pension (Defined Benefits) New Hire redesign.• Mentored contractor to assume lead role for customer and plan training programs.• Identified gaps in employee resources and processes that resulted in an improved customer experience.• Developed over 50 different effective assessments, including pre- and post-assessments, periodic quizzes, level 2 evaluations, and learner practice activities that helped form future solutions.• Designed, developed, and revised modules for three new hire programs reflecting business and process changes; included facilitator and coaching guides, employee materials, presentations, job aids, self-study modules, skills trainings, and access maps. Show less

Facilitated effective classroom training incorporating adult learning principles for a variety of programs.• Collaborated with product experts and business leaders to define training requirements and effectively managed the classroom experience for over 35 new hire classes and over 25 customer initiative classes for over 1,500 learners.• Volunteered to manage the training system coordination and communications for the North Carolina and Florida regions to ensure timely and consistent… Show more Facilitated effective classroom training incorporating adult learning principles for a variety of programs.• Collaborated with product experts and business leaders to define training requirements and effectively managed the classroom experience for over 35 new hire classes and over 25 customer initiative classes for over 1,500 learners.• Volunteered to manage the training system coordination and communications for the North Carolina and Florida regions to ensure timely and consistent updates.• Asked to join curriculum redesign projects as an SME to validate product details, training delivery method, and sequence.• Identified curriculum updates and improvements and submitted revisions for all programs. Recommended content and design solutions to instructional designers and curriculum managers to improve flow of classes and keep content current. Show less

Managed 401(k) and Retirement plan and employee resources for nine unique customers.• Designed and delivered classroom and virtual training to help employees manage customer plan changes.• Partnered with customer management, operations, and internal team to ensure employees had current and integrated customer plan summaries.• Managed new plan implementations for 50-100 employees to ensure employee resources were clear to deliver quality service.• Identified plan trends through… Show more Managed 401(k) and Retirement plan and employee resources for nine unique customers.• Designed and delivered classroom and virtual training to help employees manage customer plan changes.• Partnered with customer management, operations, and internal team to ensure employees had current and integrated customer plan summaries.• Managed new plan implementations for 50-100 employees to ensure employee resources were clear to deliver quality service.• Identified plan trends through employee call monitoring, analysis of service levels, and service feedback data to ensure SLAs were met and the team had complete information. Show less

Delivered integrated retirement servicing across two products, providing effective customer service.• Provided expertise with live support to guide new hires transition from the classroom to the phones.• Led demonstrations for systems and inbound calls to customers and senior-level board members.• Performed user testing for multiple products and website enhancements. Participated in user requirements phase of product enhancements.• Collaborated with the Outbound Calling Team… Show more Delivered integrated retirement servicing across two products, providing effective customer service.• Provided expertise with live support to guide new hires transition from the classroom to the phones.• Led demonstrations for systems and inbound calls to customers and senior-level board members.• Performed user testing for multiple products and website enhancements. Participated in user requirements phase of product enhancements.• Collaborated with the Outbound Calling Team during peak volume cycles to meet Service Level Agreements (SLA). Show less

Managed relationships between Information Technology’s Infrastructure Services and internal business/operations customers.• Managed over 300 communication forums for five internal business units that improved strategic and tactical planning initiatives for customer and technology areas.• Researched and analyzed recurring company-wide system problems and executed action plans to resolve issues. • Negotiated service level objectives for installed and newly installed systems, resulting… Show more Managed relationships between Information Technology’s Infrastructure Services and internal business/operations customers.• Managed over 300 communication forums for five internal business units that improved strategic and tactical planning initiatives for customer and technology areas.• Researched and analyzed recurring company-wide system problems and executed action plans to resolve issues. • Negotiated service level objectives for installed and newly installed systems, resulting in clear measurement that improved system availability targets of 100% and was consistently achieved. Show less

Managed projects and staff, implementing improvements for technical call center.• Initiated customer focus groups with 70 participants to identify improvement initiatives; increased customer satisfaction.• Led project team through root cause analysis, reduced Help Desk calls by 40% using Voice Response Unit automation.• Transformed system status notification mechanism, enabling global delivery of system event status.