Customer Service Training

Carol S. Nelson

Instructional Designer, Trainer and Technical Writer

c: 303-***-**** e: *****************@*.***

Summary Ms. Nelson has over twenty-four years of progressive experience in designing, developing and

presenting engaging training programs and accurate documentation as well as elementary education. Her content

expertise includes sales, technical training, customer service, company orientation and basic skills. Vertical

markets include health insurance, eCommerce, software, telecommunications and grocery industries. She

demonstrates a sound ability to relate to a diverse level of learners, ranging from clients and subject matter

experts to employees. Ms. Nelson is known for her core subject knowledge, utilization of the ADDIE model

and her ability to translate subject matter into content for all types of learners.

Professional Expertise

Instructional Designer Technical Writer

Trainer/Facilitator Gifted Children Educator

Software and Applications

MS Office® Captivate® SnagIt®

Acrobat® Pro Extended FrameMaker® WebEx®

Articulate® RoboHelp®

Employment History - Corporate Experience

Custom Training Innovations, LLC 2008 to present

Instructional Designer/Developer/Trainer/Technical Writer/Owner

Subcontractor for WellPoint, a health insurance provider.

Created on-line training programs for WellPoint’s sales force.

Designed and developed sixteen eLearning modules focusing on product features and processes.

Produced fifty-five Participant Guides with leader notes in template format to be utilized in new sales

associate launch program for nationwide sales force. Content included product information, sales

processes, resource guide, outbound messaging strategy, target market and competitor overview.

Incorporated adult learning theory and best practices into course design, materials and learning activities.

Implemented creative training methods to enhance employee comprehension and application.

Utilized corporate marketing materials and SME input to develop programs.

Communicated with corporate training department to ensure products met client’s needs.

Monitored learner progress and content mastery through testing, real-time applications, self-paced

practice and computer assessments.

Requisite Technology 2001 to 2002

Facilitator and Instruction Designer

Training developer for a data management, eCommerce and channel management software provider.

Designed, developed and presented twelve eLearning webinars focusing on new products and updating

existing product programs.

Authored and updated fourteen Participant and seven Leader guides. Topics included detailed

processes, background data and self-paced practice.

Learned complex proprietary software in order to create training programs.

In conjunction with SMEs, developed effective training materials to address all aspects of products.

Taught over one hundred ten employees and international clients. Core content included sophisticated

eCatalog applications and applicable processes.

Carol S. Nelson Page 2

Instructional Designer and Trainer

Requisite Technology (continued)

Provided corporate overview and orientation for international clients.

Facilitated seven eLearnings through a combination of training tools.

Integrated ADDIE model to join business goals and training objectives.

Monitored learner progress through post training assessments and real-world applications.

Traveled to international locations to provide software and process training.

T-Netix, Inc. 1999 to 2000

Instructional Designer, Trainer, Training Coordinator, Training Manager

Trainer and manager for niche market telecommunications software.

Developed understanding of complex software with assistance of SMEs.

Conducted training needs analysis.

Implemented innovative training methods into instructor led training.

Created project plans identifying project scope, goals, key roles, risks and mitigating strategies.

Trained over seventy-five participants of various technical abilities to utilize and troubleshoot

proprietary software.

Integrated adult learning theory and practices into content and training.

Partnered with SMEs to develop and design training.

Developed additional trainers through “Train the Trainer”. Provided mentoring through evaluations of

their teaching effectiveness and coaching.

Recommended and implemented job performance strategies including OTJ training guides, coaching,

training and occupation aids.

Assisted Human Resources in developing job profiles as foundation for training, managing and hiring.

Traveled to client sites to conduct trainings.

Product Development Corporation 1994 to 1999

Trainer and Instructional Designer

Sole trainer for a call center providing service for the region’s telecommunications provider.

Exceeded department attrition and efficiency goals.

Created training programs for customer care center. Designed programs appropriate for all learners’

education levels.

Served as Quality Assurance, monitoring calls and providing correctional follow-up.

Supervised nine to twelve associates as needed. Mentored and evaluated, documented and conducted

disciplinary actions.

Snelling Personnel Services 1993 to 1994

Trainer and Customer Service Representative

Provided services and training for local grocery chain.

Employment History - Educational Experience

Douglas County School District 2005 to 2008

Gifted and Talented program with public schools

Forhan Academy 2003 to 2005

Private academy exclusively for gifted and talented children

Multiple Denver Metropolitan School Districts 2002 to 2003

Substitute teacher for a variety of grade levels and subjects

Sycamore School 1986 to 1993

Gifted and talented content

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Instructional Designer and Trainer

Education

BS, Education, Cum Laude – Butler University Gifted and Talented Endorsement

Masters Candidate, Education – Indiana University

Professional Affiliations

American Society for Training and Development (ASTD) – Rocky Mountain Chapter

Member 1993 to 2002; 2008 to present

Past President 2001

President 2000

President Elect 1999

Director of Programming 1998 - 1999

Society for Technical Communicators (STC) 2009 to present

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