Michelle Martin

Plainfield, IL 815-***-**** acvu38@r.postjobfree.com

Instructional Design, Technical Documentation, Training

Specialist in designing and developing high quality deliverables in a variety of media.

Aptitude for quickly acquiring and mastering technical skills, and explaining complex concepts in clear, concise, audience appropriate writing.

Strong project management skills with ability to multi-task and prioritize continuously changing projects, completing on-schedule and within budget.

Comfortable working both independently and in team environment.

Client experience ranges from Fortune 500 firms to small entrepreneurial companies in diverse industries, including health insurance, kiosk retail, biometric identification, pharmaceuticals, financial services, customer service, order processing, telecommunications, document management and government.

TECHNICAL SKILLS

Madcap Flare • RoboHelp • Lectora • Captivate • Snagit • Photoshop • Premiere Elements • Sharepoint

Word • PowerPoint • Excel • Publisher • Visio • Project • Audacity • Kaseya • Mingle • HTML • CSS

EXPERTISE

Instructor-Led Training (ILT) • Online Help/Knowledgebase • eLearning • Training Videos • Needs Assessment

Presentations • User Guides • Job Aids • Newsletters • Trainer • Quality Assurance • Project Management

PROFESSIONAL EXPERIENCE

HEALTH CARE SERVICE CORPORATION (HCSC), Downers Grove, IL 8/2014 – December 2015

Performance Consultant (Contractor, Cara Group)

Designed and developed Community Connect Training for Elite Community Partners (ECPs), an ILT curriculum of seven modules intended to equip individuals (influencers) with the knowledge and education to effectively enhance HCSC’s ability to reach Latino communities, resulting in increased market share.

Designed and developed 2015 HCSC Medicare Products (Med Supp/MAPD/PDP), an ITL curriculum for Producers, Group Account Executives, and Call Center Agents in preparation of Annual Enrollment Period.

Designed and developed HCSC O65 Lead Administration Portal, an ILT curriculum for Territory Managers, Agency Managers, Producers, and Call Center Agents. This Salesforce.com® feature is used for lead assignment, management, and disposition of requested Producer Home Visits.

REDBOX (OUTERWALL/COINSTAR), Oakbrook Terrace, IL 2008 – December 2013

Instructional Designer, Technical Writer, Trainer

Designed and developed ILT curriculum for new employees to Redbox Technology teams. Created an automatic new hire training registration process, thus streamlining the hiring manager’s process. Presented training weekly, enabling employees to quickly ramp up and make immediate contributions to their teams. Received CEO’s quarterly award and tasked to create additional training modules for other teams.

Built and consistently maintained HTML5 knowledgebase with search capability for Customer Service Agents (CSAs) to quickly find relevant information, (e.g., marketing campaigns, training videos, policies and procedures, etc.), when working with customers.

Created training videos, technical documentation, and release bulletins on kiosk hardware/software features, functions, and procedures. Used by field and software operations teams to configure, merchandise, and troubleshoot the kiosks.

Built HTML5 help to aid employee training during Enterprise rollout of Planview, a project time-tracking application.

Michelle Martin 815-***-**** Page 2

US BIOMETRICS, Naperville, IL 2005 – 2008

Technical Writer

Generated online help and technical documentation for a suite of 10 biometric identification applications for physical access control, network and application logon security, and fraud prevention, which enabled customers to quickly install and start using the products.

INDEPENDENT CONSULTANT 1986-Present

Senior Instructional Designer/Technical Writer/Trainer

4MG Software Solutions – Developed user guide and quick start guide for a software application that uses biometrics to validate positive identification of visitors, members, and employees.

Napersoft – Generated WebHelp, wrote technical documentation and designed user conference and training presentations for Napersoft’s Customer Communications Management (CCM) software.

Performance Food Group – Performed needs analysis and documented purchasing business processes for conversion of mainframe application.

Transamerica Distribution Finance (GE Capital) – Created an ILT course on an Inventory Finance mainframe application that was presented to more than 700 employees worldwide.

Bank of Montreal – Designed the Commercial Sales and Service Management Workshop for executives and leaders to effectively manage the cycle of weekly sales and service activities.

Joint Commission – Built three ILT courses for JCAHO applications that automate the process of collecting information used to evaluate and accredit US health care organizations and programs.

Abbott Laboratories – Designed an ILT course on an internal documentation application.

Baxter International, Inc. – Developed an online help system and user guide for an automated system of distributing controlled substances and high value medications used by healthcare professionals.

True Value Company – Created an ILT module for new employees of the Inventory Management Department.

Quaker Oats – Built a training program for an order processing system that includes order entry, shipping, invoicing, products, pricing, customers and trade deals. In addition, I trained end users at Quaker distribution warehouses across the US.

Ameritech (AT&T Teleholdings) – Designed an online help system used by Customer Service to look up product/service information including benefits, features, and current marketing campaign ads.

OpenText – Created a Symposium and an instructor-led course for Livelink ECM, a document management software application.

Michigan Department of Transportation – Built a five-module CBT course on the data collection and distribution system used by employees and non-employees of MDOT.

Additional clients include FedEx, Northern Trust, Motorola, Moore Business Forms (RR Donnelley), Weber Marking Systems, MyBizWorld.com, and Worldwide Translation Technologies (Language Services LLC).

ADDITIONAL EXPERIENCE

KUCH & ASSOCIATES, Elk Grove Village, IL Instructional Designer/Technical Writer

THE ARBEN GROUP, Downers Grove, IL Instructional Designer/Technical Writer

ADVANCED SYSTEMS, INC., Elk Grove Village, IL Course Developer

EDUCATION

Master of Science Education, Instructional Technology Northern Illinois University DeKalb, IL

Bachelor of Arts, Mass Communications Western Illinois University Macomb, IL

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