Matthew Weeden Email & Phone Number

Salt Lake City Metropolitan Area

Utah, United States

Sandy, Ut

Over the course of four years on the instructional design team, approximately 80 new courses have been published for the contact center operation (CCO) contract as well as division and corporate-level courses. -In addition to new courses developed each year, annual maintenance of prior-year materials are completed to ensure accuracy and relevance.-Course elements include facilitator/participant guides, job aids, and web-based versions of courses for use in the classroom. -For each new project, the ADDIE model (Analysis, Design, Development, Implementation, and Evaluation) is used to develop materials to ensure a consistent process and content focused on the end-user experience.Develop innovative course elements to relay important information using multimedia elements such as video, animations, and narration.Quality of written material is reviewed regularly, identifying additional training needs and areas of improvement. Issues and risks are escalated to the Training Manager for action/resolution, as appropriate. Collaborate with subject matter experts, including the customer, content developers, and policy experts. Develop and direct communications and initiatives, as needed.

Lawrence, Ks

Monitor the quality of written material, identifying and helping to resolve problems, identifying additional training needs and providing feedback on existing materials.Research, analyze, and blend information to develop courses. Using authoring tools such as Articulate Storyline, Adobe Creative Cloud and the Microsoft Office suite, creates and administers internally developed materials.Conduct gaps and needs analysis and works directly with various operation areas to create materials. Maintains current knowledge and conducts research on new training techniques, educational, and multimedia technologies that fit within the scope of the contract. Identifies opportunities to improve current training processes.

Lawrence, Kansas Area

Supervised the development, organization, and delivery of training and educational programs for two government projects.Supervised 15-20 instructors who were engaged in the delivery of training programs and related materials in the classroom. Each classroom held 30-40 participants.Responsible for general management and administrative tasks such as coaching and discipline of employees, confirming appropriate timekeeping/expense reports, maintaining the assigned trainer headcount, and assuring that corporate training is completed in a timely manner.

Lawrence, Kansas Area

Conducted training sessions in a classroom environment for newly hired employees as well as initiative trainings for current employees. Maintained records of training activities and participant progress. In an ever-changing call center climate, updated course delivery as needed to ensure timeliness and relevance. Maintained current knowledge of all call center programs. Ensured the timekeeping for trainees was accurate during training sessions. Stayed current with new initiatives and remained connected with the Training Delivery Team through monthly meetings. Completed side by side observations of customer service representatives to ensure compliance and adherence to Quality standards. During periods of heavy call volume, assisted call center by floor walking or taking calls depending on the needs determined by management. Acted as Point of Contact for supervisors when questions arose that could not be answered in current materials.

Burbank, Ca

Executive Management of Real Estate Marketing; Design and create marketing materials for Realtors, including property flyers, postcards, business cards, and virtual tours for listed properties.Provide tech support for agents such as email, website, and computer issues.Act as liaison between Realtors and local Realtor Associations, resolving issues with membership and MLS (Multiple Listing Service)Provide emotional and spiritual support for realtors during times of slow business.Offer administrative support to Market Center Administrator and Team Leader allowing for a balanced work environment.Teach training classes in Market Center pertaining to proprietary Real Estate software, effective marketing campaigns, and paperless transaction solutions.Act as barista, providing hot and delicious coffee for associates, sustaining them through hours of prospecting. Work on behalf of broker for new agent processing and smooth transitions for agents joining company. Ie, processing new agent paperwork and procuring signatures on important contracts. Design presentations for office events, meetings and create recruitment materials designed to help Market Center growth.

Verify sales for 3rd party affiliatesVerify new and saved sales placed by outbound sales representatives as defined by company and FTC requirements.Complete thorough Quality Control investigations to conclude validity of sales transactions by review of available audio, order history, customer statements, and FTC requirements.Recognize and quickly report all fraudulent and/or unauthorized sales.Contribute to design and implementation of call monitoring formats and processes.Identify, quantify, and document customer feedback and trends.Ensure compliance with the company’s quality standards; with respect to FTC, FCC, and 3rd party requirements.Head of training for English language call centers; creating and implementing training materials; organizing and enacting training programs for new agents.

Musical Theatre Bootcamp. Taught undergraduate acting courses designed for beginning actors.

Masters Degree, Musical Theatre

Pursued post-secondary education in Musical Theatre.

Bachelor Degree, Theatre

Activities and Societies: Alpha Psi Omega, Mask and Hammer, Chorus, Chamber Choir

High School, Musical Theatre

Activities and Societies: Theatre, Choir, Honor Society