Ruth Kowalczyk Email & Phone Number

Dallas, Texas (Remote)

Led the education and development activities for 5 new program launches to include coordination of material development, delivery, evaluation of skill acquisitionManage ongoing learning and development of external clients to include in vehicle remote and SOS services, senior living referral services, cardiac monitoring support, government insurance services, and leisure travel accommodationsDevelop diverse, inclusive curriculum to provide creative, engaging, interactive contractor training and staff development programs using knowledge of adult learning theory, virtual meetings, knowledge and learning applicationsCreate/manage knowledge management system for multiple clients utilizing Salesforce, Google Suite, MS Office tools, internal company intranetPrepare, manage and evaluate reporting on KPI’s utilizing Salesforce, Twilio, Tableau and PowerBI to determine trends and manage process improvement.Develop testing and evaluation proceduresDevelop, upload, and manage learning materials focused on different modalities on company’s LMS (Canvas)

Lansing, Michigan Area

Evaluate training needs and develop eLearning solutions using the SAM and ADDIE models, as appropriate. Application and utilization of various eLearning technology tools (Articulate Storyline 3, Camtasia, Captivate, Adobe Premiere Elements, Adobe Audition, etc.). Develop, conduct and implement training needs analysis, program evaluations, and eLearning programs specific to customer needs. Create advanced simulations to effectively train both technical and behavioral skills. Collaborate with management and other stakeholders in the development, establishment and execution of a global eLearning strategy.Responsible for creating custom content for Workday HCM initial adoption and implementation including eLearning modules, training manuals and job aids.In-depth knowledge of corporate LMS systems (Skillsoft and SumTotal) including creating and managing users, content and reporting. Key member responsible for providing input on the design and development, as well as pilot testing, of a custom created content management system.

Plano, Tx (Remote)

Create and publish online project specific CBTs using Wink, Snagit, Adobe and WebEx.Develop and manage project specific quick reference guides for use by remote representatives through secure portal.Design interactive PowerPoint presentations with embedded video, audio, graphics and animations to capture and hold attention for use during online training.Produce technical manuals to assist remote users with complex application and installations.Utilize remote access software to support virtual users with IT related issues including firewalls, antivirus, Internet options, system requirements and specifications.

Plano, Tx (Remote)

Review and modify project documentation provided by client to fit virtual preparation methods and time frames and develop virtual preparation materials and curriculum based on this documentation.Complete research and/or training necessary to thoroughly understand the client’s business and project requirements.Meet with clients to determine preparation needs.Prepare Assistant Trainer(s) to deliver project preparation information to agents for large and/or ongoing projects.

Ann Arbor, Michigan

Managed and planned for ongoing growth of support operations in the Ann Arbor facility through sourcing, evaluating, phone screening, interviewing and hiring for a 300% growth.Managed inbound and outbound call center ensuring customer satisfaction exceeding 98% through a return of customer satisfaction surveys with a goal of 90% and completion rate of 96%.Provided guidance for case completion and close rate of 1 hour on 90% of all tickets created and 98% within 8 hours or less. Planned and orchestrated facility hardware and personnel move with zero down time.Coordinated training on newly acquired company’s onsite and offsite back-up and SSLVPN application for local technical support engineers with ramp up time of less than 1 week. Equipped, furnished, staffed, relocated and managed the new Ann Arbor facility which housed 45 engineering, IT and technical support employees.

Ann Arbor, Michigan

Created, updated, published and managed master project schedule utilizing Microsoft Project for 14 concurrent top tier client migrations from legacy to web based estimating applications and managed incoming contracts, software needs, resource allocation and reporting in order to meet implementation time lines. Functioned as a key player in identifying new processes to improve quality, reduce costs, and increase margin including new web based solution for data management, scheduling, knowledge base and form repository to meet SOX compliance.Supervised 22 direct reports with responsibilities in technical support, software installation, account provisioning, software training, quality assurance and customer service. Managed remote group of business analysts located in multiple geographic locations ensuring all commitments were met and projects are scoped, sized and completed as planned and made proactive adjustments and communicated revisions as determined. Key contact for retention of high profile top tier customers through use of call tracking, issue tracking and key deliverables.

Ann Arbor, Michigan

Key participant on product management core team for all software rollouts and releases to ensure QA, issue tracking and resolution, bug fixes, resource allocation and training documentation for the Client Services department. Point person for testing and deployment of call center software and hardware solutions including: upgraded Remedy call tracking system, live WebChat application, upgrade from Win2K to WinXP, exchange server migration, eGain Control F1 and CISCO VOIP phone system to over 75 front line agents with no interruption to the business.

Duluth, Georgia

Completed redesign project moving organization from paper based application training through creating and managing CBTs, webinars, interactive online training and live meeting through utilization of company’s intranet affording frontline associates in 3 geographic locations the ability to train at their workstations and increase availability for handling incoming customer calls.Created digital video CD based training program and database to provide instant information on the uses, applications and specifications of industrial equipment line for use by 120 call center associates, field service and sales teams.Restructured new hire on boarding process through a comprehensive training program utilizing online, classroom and CD based learning which increased the retention rate of newly hired associates.

Bachelor'S Degree, Special Education And Teaching, 3.63

Activities and Societies: Best Buddies TreasurerCompleted the requirements for a Bachelor's Degree in Education. Pursued a Varying.

Biology

Activities and Societies: Soccer Softball Ambassador Activities Committee