Kathy Boyd Email & Phone Number

• Developed all aspects of training material including full curriculum development, course outlines, presentations, and evaluation materials to support initiatives or enhance operational effectiveness/customer satisfaction• Worked with SMEs and identified the target audience’s training needs, objectives, and appropriate instructional methodologies to create high-quality, interactive courses, presentations, and educational materials• Applied instructional design theory and techniques for all phases of course design and development including but not limited to needs analysis, development of instructional materials, and deployment

• Created engaging, interactive learning content, especially for online learning, whether in the form of e-learning courses, videos, activities, job aids, or additional modalities, with a strong learner focus• Provided subject matter expertise in the area of learning and development through the use of instructional design models and tools, such as ADDIE• Fostered meaningful and collaborative relationships among teams and various subject matter experts to proactively partner and define the learning solution that will make their programs successful• Designed, developed, and implemented training programs through the development of training plans, and training curriculums and determined the determination of instructional methods for program execution

Bellevue, Wa

I am an Instructional Designer for SAP Concur on the Global Enablement team. Which means that I work with a variety of people to design and develop content for our distribution teams and beyond. This role allows me to do two things that I love 1) encourage and develop others through our training content/materials, and 2) provides a way for me to continue to learn new tools and programs, so I am able create new and innovative content. I have over 20+ years of developing, designing, and presenting content to varied audiences, which has given me insight into our "customer's" needs.

Bellevue, Wa

Conducted needs analysis and other research to gather information, validate need for training, and identify learning objectives. Determined the proper blend of instructor-led and web- based training (WBT) to be used in a given solution. Applied instructional design theory and techniques for adult learners, and utilize established curriculum development methodology in the design and development of appropriate, effective curriculum. Worked with subject matter experts to proactively partner to obtain and validate courseware content. Developed and maintained Leader and Learner Guides, Workbooks, Handouts, WBTs, Assessments, and other components as required for the specific training need. Recommended and implemented improvements to training to maximize benefits to customers, employees, and in meeting business objectives. Coordinated implementation of newly developed curriculum with internal customers, Training Delivery, and site management.

Greater Seattle Area

As a Sr. Instructional Designer, I have been able to work with clients to created new online or instructor-led training curriculums for various products, services, and staff. I have been able to work with clients on various lines of business and level of support, including tasks such as the following: • Developed blended learning solutions for technical troubleshooting and customer service business needs and target audiences and follow instructional design methodology. • Designed and implemented innovative learning solutions, measure the impact of the learning strategy, and make recommendations for improvements, if it is necessary. • Collaborated with key internal product stakeholders to build effective long-term education plans for the stakeholders' business. • Coordinated with other roles in team to determine if the skills and/or knowledge learning objectives of training deliverables have been met and are successfully transferred to the agent's job performance. • Communicated learning strategy to stakeholder groups, to ensure good engagement and alignment with other teams. Familiar with call center operations such as training, scheduling, and human resources including working with vendors in global markets.One project I worked on needed a way to improve the support agents CSAT scores for email responses. I was able to design and develop a new customizing responses course that has been leveraged by multiple lines of business. This course did increase the agent response time and customer satisfaction by improving the communication to customers.

* Collaborated with call center teams to create customer focused training including service level requirements and handle times.* Effectively facilitated learning in classroom environment, using standard and advanced training methods, as well as discovering new technologies. * Designed, developed, and delivered customer-focused training specializing in telecommunications products and services.* Reviewed and revised existing training curriculum using evaluation data to improve delivery of material and/or sequencing of instruction. * Collected technical information by conducting in-depth analysis of subject matter and researching existing documentation including specifications, drawings, and other technical information.

* Planned, developed, and managed training measurement systems to make sure that courses are meeting company and customer needs.* Use effective presentation techniques and methods suitable for adult audiences. * Assumed Team Leader role within the classroom by monitoring attendance, testing productivity and accuracy levels, addressing individual or team behavioral issues, providing accurate and appropriate feedback to trainees and elevating performance issues.* Extensive interaction with customers in a project management role to coordinate specialized programs and training offers.

Support and sales of telephone products and services

Business

Certificate, Master Instructional Designer