Michael Mobley Email & Phone Number

Herndon, VA, US

Working with Cerner to script, create, and update training for the Department of Veteran Affairs for their new electronic health records software. Mentoring coworkers on processes and how to script narratives for eLearning assessments.

Herndon VA

• Proposed and owned deploying Salesforce Knowledge Management feature that equipped end-users with a wealth of resources via one platform spanning Change Management’s four consoles that supported sales and support.
• Managed the Renewal Sales team’s SharePoint site and its content where all instructional documentation and videos on demand were housed. Reorganized the site to provide a more logical and “easy to find” approach for.
• Facilitated monthly releases via SharePoint, Marketing Cloud communications, and monthly release training calls.
• Spearheaded the new hire training program for renewal sales employees, which includes creating Videos on Demand and simulations to empower renewal managers, new hires, and teams with comprehensive materials that.

Tyson's Corner VA

• Training Delivery Manager for government FRTIB Project; interviewed, hired, and mentored 12 facilitators for training new call center agents in preparation for launch of FRTIB ASM Research call centers in Saint Louis.
• Instructional Design Manager for Computer-based Training (CBT) Conversion Project MHS GENESIS: o Steered conversion of CBT courses from instructor-led content, through storyboarding, and concluding with published.

Gaithersburg MD

• Oversaw a 20+-member team of employees, vendors, and contractors to build a new hire training program with eLearning simulations, knowledge-based content for clients, and internal teams to augment relations and service.
• Restructured processes to create more standardized practices within the Customer Service department, delivering uniform instruction and expectations for trainers and call center agents.
• Piloted a four-week onsite training course for a call center advancement role, introducing sophisticated troubleshooting processes as well as implementing additional products for top performers.

Baltimore / Washington DC Area

• Authored and promoted new knowledge management system strategy program for Center of Medicare & Medicaid Innovation Business Services Group.
• Headed QA testing for eLearning development to ensure optimal performance for clients.

Herndon VA

• Rewarded with this expanded position because of readily and successfully taking additional responsibilities while maintaining expected performance standards of previous position.
• Executed design decisions and launch planning for Residential Care Department of new multi-year Oracle Knowledge Management (OKM) platform project being used by multiple departments. This monumental effort unified.
• Successfully launched first departmental pilot of Oracle Knowledge Management in 05/16. This opened the doors to continuing the progressive launch to other locations.
• Partnered with the company’s IT team throughout the design process and was liaison for them with non-technical staff.
• Performed 20 focus groups with markets and offshore vendors to learn what improvements could be made to our knowledge management tools. This resulted in the creation of several new tools and processes to assist agents.
• Strategically partnered with regional, divisional, and specialty-based audiences to foster and cultivate open and collaborative lines of communication. In an environment of constant flux, such communication kept stake.

Herndon VA

• Earned promotion to management role within two years of employment because of strategically leveraging instructional design principles to elevate end-user experiences and leading projects and peers through influence.
• Steered company-wide adoption and launch of KEY, a customized SharePoint knowledge management system by authoring the approach for operating markets, establishing centralized content while eliminating duplicate.
• Partnered with subject matter experts and marketing teams to create SharePoint articles in KEY and managed the corporate team of content developers, reaching over 22,000 end-users.
• Created standardized content creation guide so that all knowledge management content had the same look and feel.
• Supported routine KEY upgrades by drafting user stories for developers, prioritizing release items, and testing prior to launch.
• Utilized SharePoint reporting tools and partnered with subject matter experts to create a content review process and determine which content needed reviewed on a 3, 6, or 12-month basis.

Herndon VA

• Awarded quarterly MVP award for creating the company’s first standardized Internet support call center agent new hire training course for vendor and internal centers. This resulted in consistency of messaging and.
• Contributed to the creation of troubleshooting flows, the Quality Assurance testing, and support material development for department’s first standardized knowledge management suite. These tools provided standardized.

Denver CO

• Project managed, designed, and developed online and instructor-led coursework for all aspects of company needs including corporate initiatives, sales skills, computer and billing system training, soft skills, and.
• Constructed simulated online learning environments using ToolBook and Captivate software programs in order to provide training that was as true-to-life as possible.
• Project led, designed, and developed new-hire training for call centers maintaining three different billing systems, allowing for the successful launch of a new call center and the upgrading of training for current.
• Created/developed online course for site survey submittal software that was not fully developed until after the training was completed. Developed within extremely tight deadlines while still resulting in employees.
• Designed, developed, and project managed training for launch of corporate customer Internet homepage to familiarize multiple audience groups with the benefits and features of the site and to prepare for customer.

Denver CO

• Created templates and methodologies for departmental design process to bring standardization and more professionalism to Instructional Design Group.
• Authored and produced a series of instructional technical videos for various aspects of satellite dish installation practices for distribution to those without online or classroom access.
• Initiated the design and creation of the Instructional Design Group interviewing procedures to assure a legal and efficient interviewing process.
• Designed and developed Oracle software training for inventory management personnel in order to establish standardized inventory procedures throughout the company.

Denver CO

• Managed a performance improvement team tasked to research and recommend new certification/evaluation training procedures.
• Instigated and co-created corporate processes for internal clients to request the development of training courses to ensure alignment with corporate strategy and objectives.
• Strengthened and developed foundational management skills workshop, with skill sets including: coaching, interviewing and selection, succession planning, motivation, and performance appraisal processes.
• Designed and developed courses to establish structured/standardized corporate procedures and integration training for nationwide corporate merger for a smoother transition.
• Devised and developed three new-hire sales courses as well as a managerial sales course that introduced store managers to the sales environment.
• Designed and instigated systems training for company-wide product integration project to bring 1,700 counter employees and 300 location managers to proficient skill levels with the new truck rental computer software.

Logan UT

• Conducted on-site focus groups to evaluate Educational Technology masters program offered exclusively through distance education technology.
• Created annual evaluation and recommendations document of the Educational Technology program for the Instructional Technology Department in order to improve the quality of education for students.

Logan UT

• Instructed Beginning French 101 and Intermediary French: Introduction to Literature 202 courses.
• Created lesson plans and testing materials in order to redesign French 202 classroom format and evaluation methods.

Gotemba, Shizuoka, Japan

• Created French and English courses for use at both Westgate Academy and at client locations to cater to specific learner needs.
• Designed, developed, and facilitated French courses for all levels, from beginner through advanced.
• Designed, developed, and instructed course material and schedules for advanced English courses to improve American English communication skills for clients.

Ms, Instructional Technology

Bachelor Of Arts - Ba, Liberal Arts And Sciences/Liberal Studies

Minors in Business Management, Psychology, French, and Italian