• Develop Computer Based Trainings (CBTs) on various subjects using Adobe Captivate, Articulate Storyline (2, 3, and 360), and other CBT developing software.• Utilize industry standards in instructional design (such as the ADDIE model) to develop a variety of courses• Design, develop and implement new-hire/continuous learning content for NTT Data healthcare clients utilizing principles of instructional design and apply different adult learning styles in course design and development• Develop knowledge assessments aligned to learning objectives• Collect feedback for eLearning programs and drive continuously improvement for content and delivery

Trainer/Learning specialist, Coach • Facilitated online virtual training for Sitel clients in various sections ( member services, card services, retail services, benefits services). • Developed New-Hire training content using adult learning conceptions to promote engagement and enhance retention in a virtual environment.• Evaluated training effectiveness and prepared learners for production environment by leading operations checkpoints (transition) into production. • Working with operations to identify opportunities for continuous learning training. • Deliver content on time and within a maintained schedule.• Communicate training milestones, feedback, and performance to operations in preparation for transitioning staff to production.Selected Contributions:• Training and Development – Created and developed presentations enabling participants to establish and achieve new goals with greater effectiveness which resulted in 20% increase in customer satisfaction ratings.• Performance Improvement- Established benchmarks, set goals, as well as drafted accountability guidelines for measuring performance improvement. This resulted in the client surpassing revenue goals sixty days ahead of schedule.

Benefits Coordination and Recovery Contractor responsible for ensuring imaging documents are effectively managed in support of the Statement of Work (SOW) performance standards being achieved, works with operations to problem solve and proactively spearhead process changes affecting imaging and/or other components involving the collection or distribution of correspondence processing documents, manages vendor day to day relationships and is the liaison to operations