Human Resources Customer Service

KRISTINE A. WAKEEN

Grosse Pointe Tele: 586-***-****

MI 48230 **************@*********.***

CAREER SUMMARY

Instructional Design and Performance Improvement professional with extensive experience in multiple industries.

Experience in Learning and Development, Training, Facilitation, Human Resources, Executive Coaching, Consultative

Sales and Process Improvement Consulting, including analysis/assessment of individuals and systems. Expertise in

extracting and assimilating information from subject matter experts and successfully working it into a logical

framework. Experienced in all phases of instructional design: analysis, design, development, implementation and

evaluation. Outstanding interpersonal, oral and written communication skills, with a superior ability to problem solve,

research, strategize and conceptualize. Excellent organizational and multi-tasking skills. Reputation for being a hard

worker, meeting deadlines, and committed to quality standards and customer satisfaction.

EDUCATION/CERTIFICATIONS

Masters of Arts, Instructional Design and Performance Improvement, GPA: 7.56/8.00 2003

University of Michigan, Dearborn, MI

• University of Michigan Certificate of Distinction (Academic Achievement)

• Pi Lambda Theta International Honor Society (Leadership in Education)

Professional Certification, Human Performance Improvement Certification, 2003

American Society for Training and Development

Bachelor of Science, Human Resources and Training and Development, GPA: 3.50/4.00 1989

Oakland University, Rochester, MI

• Golden Key National Honor Society

INSTRUCTIONAL DESIGN AND TRAINING CONTRACT ASSIGNMENTS

RIGHT MANAGEMENT, Southfield, MI 2005 - Present

A global leader in the organizational consulting and career transition industry.

Consultant and Instructor

Provide outplacement services for several Fortune 500 companies, including consultative sales, the

delivery of workshops and one- on-one consultations.

• Achieved a 4.8/5.0 overall performance rating from clients based on their satisfaction with the

coaching/counseling services for professional/personal development

• Received a 4.9/5.0 overall performance rating from clients based on their satisfaction with

training/facilitating group sessions

EMAAR PROPERTIES, Dubai, United Arab Emirates 2008

A real estate development company.

Instructional Designer

Positioned on-site in Dubai. Developed and implemented a synchronized cleaning system for the Dubai Mall.

• Collaborated with subject matter experts to convert cleaning/janitorial information into instructor led

instructional processes and job aids

• Conducted simulations of instructional processes for trainers, and revised as required

• Photographed several locations and objects within the mall and added digital photos to each step in

the instructional process

O/E Learning, Troy, MI

A training design and development company. 2008

Instructional Designer and Instructor

Produced and implemented instructor led materials for consultants in the cosmetic enhancement industry.

• Conducted analysis and produced design document for instruction

• Developed story boards for web-based instruction, instructor guide, participant guide and job aids for

three components of instruction including: Team Building, Customer Service and Sales

• Presented training of deliverables to consultants in Chicago, Orlando and Los Angeles

Instructional Designer 2008

Produced instructor led and web-based instruction for a leading international industrial supply company.

• Conducted interviews with Subject Matter Experts and successfully extracted complex information

Developed Story Boards, Manager Led Presentations, Instructor Guides and Student Guides

THE HOBSON GROUP, Chicago, IL 2007

A training design and development company.

Instructional Developer

Produced high quality customer representative training products for a client in the financial industry.

• Conducted interviews with Subject Matter Experts and converted complex concepts into user friendly

training materials

Consistently met and in some cases exceeded client’s tight dead lines

• Received accolades from the client and a letter of appreciation for the quality of work produced

FORD MOTOR COMPANY, Dearborn, MI 2006 - 2007

A global automotive industry leader.

Learning and Organizational Development Specialist

Provided learning services to Ford's Information Technology Headquarters. Internal learning consultant to the

Security and Control Engineering, Business Analysis and Reengineering and Application Development and

Testing IT groups.

• Conducted learning analysis to identify curriculum needs and revise training courses

Maintained and revised curriculum and competencies for the Ford Learning Network

Developed tests/assessments for web-based courses

RAYTHEON PROFESSIONAL SERVICES, Troy, MI 2006

A global leader in learning services and outsourcing.

Instructional Analyst

Performed a front-end analysis for a client in the financial industry.

• Created the necessary tools to perform a front-end analysis

Extracted data from survey tools and aligned the information into a logical and statistical framework

Collaborated with focus groups to verify survey data and to create a final report

LUCID BUSINESS STRATEGIES, Shelby Township, MI 2003 - 2004

A Small Business Consulting firm.

Consultant/Instructional Designer

Responsible for performing analysis, design, development and implementation of deliverables.

• Wrote job descriptions, employee handbooks and prepared organization charts and system work flows

Problem solved and provided resolutions that resulted in streamlining a medical practice, which led to the overall

efficiency of the front office operation and increased revenue sources by 10 patients per day

Successfully conducted several business analyses’ to identify performance gaps

HUMAN RESOURCES PROFESSIONAL EXPERIENCE

AON CONSULTING CORPORATION, Southfield, MI 2000 - 2003

A leading provider of Human Capital and Management Consulting.

Field Consultant

Provided personnel assessment services for several Fortune 500 companies.

• Tested, observed and measured individuals utilizing the following skill assessment methods: work

simulations, role-plays, test administration, observations and behavioral interviewing

FORD AEROSPACE CORPORATION, Dearborn, MI

1989 - 1996

A Computer Service/Support subsidiary of Ford Motor Company.

Human Resources Generalist

Responsible for recruitment and staffing, training and development, management, employee

relations, administration of medical benefit program, tuition assistance, employee merit and performance reviews,

employee orientations, consulting, counseling and coaching.

• Researched, designed and implemented a 2,500 square foot, fully equipped, employee fitness center

• Presented and facilitated Human Resources related topics to groups of 15 to 20 participants

• Utilized instructional design fundamentals to create human resources related training and job aids

Wrote employee memos, newsletters, policies and procedures to keep employees informed

Independently performed the entire external/internal computer service/support recruiting function, (locally and out-of-

state)

• Received a corporate recognition award for recruiting and consistently identifying quality

candidates and coordinating the hiring process for 350 new employees

COMPUTER\TECHNICAL SKILLS

Microsoft Office Illustrator PageMaker Dreamweaver Leaning Management Systems SharePoint

INDUSTRY EXPERIENCE

• •

Automotive Hospitals/Medical

Practices

• •

Cosmetic Enhancement Industrial Supplies

• •

Financial Information

Technology

• •

Health Care Janitorial

• •

Higher Education Pharmaceutical

• •

Home Improvement Real Estate

PROFESSIONAL MEMBERSHIPS

American Society for Training and Development

The eLearning Guild

Contact this candidate