Customer Service Training

training professional and Instructional Designer

Front End Analysis/Human Performance Technology/Test Development

Creative training and development professional with extensive experience in

the design, delivery, evaluation and enhancement of effective hands-on

instruction programs that improve efficiency, increase productivity,

enhance quality and strengthen financial results. Excellent skills in

assessing organizational challenges, creating solutions, learning new

programs quickly, and integrating newly learned information and skills into

effective training materials.

Career Highlights and Achievements

. Created a self-paced, level 1 interactive, online software training

program as part of a cost-effective plan to educate clients on available

solutions

. Conducted Job/Task and Training Analyses following ADDIE standards as the

basis of a complete training solution.

. Created online self-based training programs for various Federal

Government agencies following client specifications.

. Worked closely with client and Subject Matter Experts to create a

software and customer service training package, including long term

maintenance and regular product/procedure updates.

. Worked cooperatively with management to develop and deliver training for

Team Managers aimed at improving team communication and cohesiveness.

. Incorporated creative motivation, excellent communication skills, problem

solving abilities and team building concepts in developing cost effective

training programs that promote quality operations.

. Worked extensively with Subject Matter Experts to develop detailed role-

play scenarios for customer service training package for an international

telecommunications provider.

. Devised an employee survey using the Likert scale to gauge staff

perceptions regarding new call processing software for future

enhancements.

. Delivered instructor-led training to customer service representatives

including software training on GUI and DOS platforms, as well as soft-

skill training.

. Maintained a training attrition rate below 5% over eight years as a

Training Specialist.

Professional WORK Experience

General Dynamics Information Technology (Hudson Highland Group LLC)

Orlando, Florida March 2011-Present

Human Performance Technologist

Re-recruited to return as a team member on various Veterans Benefits

Administration (VBA) projects. Responsible for conducting job/task analyses

and developing performance-based test plans and methodologies for web-based

courseware. Work with Instructional System Designers to ensure compliance

to courseware specifications.

Attorneys' title insurance fund - Orlando, Florida February 2008-

January 2011

Course Developer

Recruited by the second largest title insurance underwriter in the State of

Florida to update their training materials and standards to comply with

current industry standards. Develop training programs for internal and

external clients that follow current adult learning methodology, and

incorporate various methods of training and interactive exercises. Work

with teams of subject matter experts, Attorneys, managers, software

developers, and many others to ensure accuracy and consistency of materials

as well as delivery of training programs.

General Dynamics Information Technology (Hudson Highland Group LLC)

Orlando, Florida June 2007-February 2008

Human Performance Technologist

Team member on various Veterans Benefits Administration (VBA)

projects responsible for conducting job/task analyses and developing

performance-based test plans and methodologies for web-based courseware.

Work with Instructional System Designers to ensure compliance to

courseware specifications.

Carley Corporation (Tech usa) - Orlando, Florida January 2007-June 2007

Instructional Designer

Recruited by a premier provider of comprehensive staffing solutions to

provide instructional design to government clients. Designed and developed

web-based instructional materials for Navy commissioned officers. Developed

course outlines, learning objectives, lesson storyboards and testing

materials for courses to be delivered via web-based training platform.

Worked closely with Subject Matter Experts to ensure compliance to lesson

specifications, as well as SCORM requirements.

FPMI SOLUTIONS, INC - Orlando, Florida June 2006-January 2007

Training Analyst, Instructional Designer

Recruited by a global provider of human capital performance solutions and

integrated training solutions to the federal government and commercial

marketplace. Analyzed, designed, and developed instructional materials for

a variety of audiences, including Navy and Marine Corps enlisted members

and commissioned officers. Developed course outlines, learning objectives,

lesson storyboards and testing materials for courses to be delivered via

distance learning and Learning Management System. Worked with Subject

Matter Experts to research supporting materials and to ensure lesson

content was technically accurate. Met with customers to discuss project

development and review deliverables.

First Data Corporation - Daytona Beach, Florida April 1998-June 2006

Training Specialist, Quality Assurance Specialist, Instructional Designer

Recruited by a Fortune 500 company known as a world leader in electronic

commerce and payments services to facilitate one-on-one or group training

sessions regarding most appropriate customer interaction using technical

applications including GUI and DOS systems for call center personnel.

Fostered innovative and motivational classroom environments using a

combination of lecture, role-playing, self-paced study and student teach-

back presentation techniques that encouraged participative learning.

Routinely collaborated with internal and external clients in assessing

training needs and implementing new solutions. Guided employee professional

development and led staff in exceeding employer standards for performance

and job knowledge through general observations and one-on-one coaching

sessions.

Education

University of Central Florida; Orlando, Florida

Master of Science in Industrial & Organizational Psychology

University of Central Florida; Daytona Beach, Florida

Bachelor of Science in Psychology

Daytona Beach Community College; Daytona Beach, Florida

Associate of Arts

Memberships

International Society of Performance Improvement

Central Florida Chapter

Assistant Vice President of Marketing 2011

Technical Skills

Leader Guide Pro Adobe Frame Maker GUI and DOS Microsoft Excel

Platforms

SPSS Adobe Captivate Webex Microsoft Visio

4&5

FullShot 7/Snag IT Adobe Acrobat NetMeeting Microsoft Snipping

Tool

SharePoint/VSS Evolution Microsoft Microsoft Word

PowerPoint

Microsoft

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