Customer Service Training

Location:

Seattle, WA, 98122

Posted:

August 09, 2010

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Resume:

Kristen Morgan-May

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700 E. Denny Way #607 ( Seattle, WA 98122 ( 206-***-**** (

*.*********@*****.***

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( E-Learning and Instructional Designer, Trainer, Content Developer (

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SKILLS

. Content development

. SME and stakeholder collaboration

. ADDIE

. Adult learning principles

. Training/Facilitation

. Evaluation

. Task analysis

. Web-based training/E-Learning

. Microsoft Office and HTML

EXPERIENCE

The Mosaic Company Consultant July 2008

Renton, WA Designed, created, and implemented 16 - June

e-learning courses for a large 2010

software company using HTML and

Silverlight. Courses were mandatory

for all US employees, reaching an

audience of over 30,000. Interviewed

SMEs from the United States and China

to obtain content.

Working with a team of SMEs,

converted print-based education

materials for a three-year apprentice

program to e-learning for a

California utility company. Each

three-year program consisted of six

modules, one each executed over a six

month period. Used Word and

additional software called VISION to

create interactive, concise content.

Implemented level 3 assessment, and

on-the-job training qualifications.

Calibra Training Consultant Mar 2008 -

Seattle, WA Conducted onboard program needs Jul 2008

assessment for aerospace company of

over 600 employees. Designed and

implemented half-day ILT onboarding

program. Created instructor's guide,

training materials, and activities.

HomeStreet Bank Training Consultant Jan 2005 -

Seattle, WA Designed scenario-based assessment Feb 2008

for mandatory Code of Conduct

training for a bank with over 600

employees.

Conducted needs assessment for the

onboarding program. Designed proposal

for new program.

Also served as:

Graduate Intern-Training

Designed pre- and post-course

evaluations for a series of monthly

optional training vignettes focused

on company values.

Res. Construction Administrator

Created tracking systems for loan

fees and maturities for residential

construction loans.

Balanced accounts, and wired out

millions of dollars to borrowers on a

monthly basis.

Windermere Mortgage Loan Processor/Loan Funder Mar 2001 -

Services Designed half-day ILT workshop on VA Dec 2004

Seattle, WA loan processing, including handouts

and activities. Delivered workshop

for a peer group of 12 employees.

Managed loan portfolio for three loan

officers, with an average of 50 loans

in the portfolio at all times.

Processed loan applications,

including using underwriting

software, gathering data and

paperwork, drawing loan documents,

reviewing signed documents, and

wiring funds to close loans.

Washington Mutual Team Lead in Loan Servicing May 1998 -

Seattle, WA Revised ILT new agent training for a Aug 2000

call center of 60 employees. Reduced

training time from 3 weeks to 2

weeks. Addressed soft skills

(customer service) and technical

skills (telephone procedures and

computer software processes).

Assisted customers and employees with

third-tier escalation issues.

Produced individual retraining

programs for employees with

performance issues.

EDUCATION

M. Ed. in Adult Education

Seattle University - Seattle, WA

Bachelor of Arts

University of Washington - Seattle, WA

MEMBERSHIPS

. Speaker: ASTD TechKnowledge 2010, ASTD International Conference 2010

. American Society for Training and Development

. Alpha Sigma Nu Honor Society

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Kristen Morgan-May

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