Customer Service Training

***** ********* **. 248-***-****

Southfield, MI 48076

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

SUMMARY

Over 20 years experience designing, developing and delivering technical

courses using adult learning principles and instructional design techniques

for fortune 500 corporations. Proven ability to easily interface and

develop rapport with staff from diverse backgrounds.

PROFESSIONAL EXPERIENCE

Instructional Designer / Curriculum Developer

. Managed training development projects through Analysis, Design,

Development, Implementation and Evaluation (ADDIE model)

. Developed curricula for call center agents using Instructor Lead

Training (ILT), mentorship (OJT) and e-Learning (Captivate)

. Evaluated processes and instructional materials for performance

improvement

. Conducted detailed user needs assessment, interviewing management, end

users, developers and Subject Matter Experts (SME's)

. Consulted with various departments and SME's on interventions enabling

staff to develop necessary knowledge and skills to improve performance

on the job

. Managed projects for cross-functional teams including software

development, QA, (User Acceptance Testing) UAT and technical support

management

. Conducted research on new technology trends for performance

improvement

. Identified and implemented new learning theories, training methods and

techniques

. Evaluated software and developed Quick Reference Cards and Job Aids

. Established process to ensure consultants receive standardized

training and communications

Supervisor

. Managed all aspects of training and documentation projects

. Supervised training, technical writing and graphics staff

. Managed transition from classroom delivery to blended learning

solutions

. Promoted within six months of hire and received three additional

promotions

Technical Trainer / Instructor

. Facilitated Train-the-Trainer classes; providing facilitation skills

for SME's

. Developed and facilitated engaging ILT and WBT sessions; often

functioning as SME

. Conducted Adult Learning sessions based on IBSTPI /ASTD training and

development practices

. Provided technical and customer service (soft skills) training and

support to diverse staff

. Provided a high level of commitment to learners, helping learners to

achieve a high degree of content mastery and job performance based on

training objectives

. Creatively and enthusiastically, facilitated sessions making learning

engaging, as well as educational

e-Learning Developer

. Developed simulations, demonstrations and tutorials for web based

delivery

. Implemented learning solutions to meet identified business needs and

ensure learner comprehension

WORK EXPERIENCE

Bracey Instructional Technologies, Inc., Southfield, MI 2001 - Present

Instructional Designer / Technical Trainer

Provides technical training, e-learning development and instructional

design services. Clients include PricewaterhouseCoopers, Plante Moran, City

of Detroit, State of Michigan, Visteon and WCCCD.

AVL, Plymouth, MI 2008 - 2009

Technical Trainer

Trained employees and engineers to use software and hardware to develop and

run engine and transmission test.

OnStar - GM, Contracted through Trialon Corporation, Detroit, MI 2003 -

2005

Curriculum Developer

Developed technical and customer service curricula for OnStar's dynamic,

high volume call center for 100 staff. Conducted task analysis and designed

training that reduced billing errors by 50%. Designed in-vehicle training

for OnStar's voice recognition system that allowed advisors to actually use

the system and experience the functionality, limitations and customer

frustrations to increase first call resolutions.

PricewaterhouseCoopers, Detroit, MI 1997 - 2001

Technology Education Consultant

Developed instructional materials and facilitated new hire, Lotus Notes and

various systems courses. Lead new hire project team. Developed marketing

content to promote training services to staff. Worked on help desk to

provide network, software and hardware support to staff and developed

materials to address Top 10 technical issues.

Yazaki North America (formerly American Yazaki Corporation), Canton, MI

1987 - 1997

Curriculum Developer / Trainer / Supervisor

Managed training, technical writing and graphics teams for Tier 1

automotive supplier. Developed and facilitated systems training to support

efficient use of systems. Awarded associate of the month.

TECHNICAL SKILLS

. Microsoft Office Professional 2003 / 2007

. Lotus Notes

. Captivate

. Live Meeting

. Centra / WebEx

. RoboHelp

. MOUS certified

. A+ certified

PROFESSIONAL DEVELOPMENT

. Dale Carnegie

. Bob Pike's Creative Training Techniques

. Langevin: Writing Skills for Trainers

. Langevin: Project Management for Trainers

. Langevin: Instructional Design for New Designers

. Langevin: How Adults Learn

. Langevin: Web-Based Training: Directions, Decisions & Design

EDUCATION

Focus HOPE: Information Technology Center, Detroit, MI 2002 - 2002

Certificate: Desktop Support

Schoolcraft College, Livonia, MI 2000 - 2002

Major: Computer Information Systems

Richelle Bracey

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