Customer Service Project Manager

Sherita L. Jackson

***** ******** **** ****, #**

Farmington Hills, MI 48334

248-***-**** - (Home)

248-***-**** - (Cellular)

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

Technical Strong technical skills in a variety of multimedia and web applications including:

• Microsoft Word, PowerPoint, Excel, Outlook, Access, Visio, Publisher,

Skills

NetMeeting, and Project

• TechSmith Snagit

• Adobe Captivate and Dreamweaver

• HTML and JavaScript

• Learning Management Systems (LMS) including SumTotal, Blackboard and

Saba

Training and April 2009 – Present Bartech Group Beverly Hills, MI

Development Curriculum Developer (Contract with OnStar)

• Produce training materials based on the ADDIE model

and

Education • Provide consulting services of Instructional Systems Design methodology

Experience • Facilitate train-the-trainer classes

• Work with trainers in multiple locations

Dec 2007 – Present PESG Pontiac, MI

Substitute Teacher

• Implement instructional activities that contribute to a climate where students are

actively engaged in meaningful learning experiences

• Work with educators in multiple locations with a variety of approaches to

teaching and learning

• Support multiple districts in a variety of curricular areas and subjects matters

Jun 2007 – Dec 2007 Credit Acceptance Southfield, MI

Instructional Systems Designer/Project Lead

• Collaborated with management and executives to analyze performance needs

• Designed and developed training materials using a variety of software

• Reviewed and edited materials

Dec 2006 – Jun 2007 Raytheon Troy, MI

Instructional Systems Designer

• Interacted with subject matter experts on automotive technical topics

• Created storyboards with animated graphics

• Designed and develop e-learning courses

Oct 2005 – Oct 2006 TAC Automotive Group Allen Park, MI

Instructional Systems Designer (contract with Ford Motor Company)

• Collaborated with project manager to create training proposals and project plans

• Identified training requirements by performing needs assessments

• Designed and develop e-learning courses

• Reviewed and edited course materials

May 2005 – Jul 2005 Deloitte & Touche Ann Arbor, MI

Project Coordinator (freelance consultant)

• Coached CPAs in the design and development of e-learning courses

• Reviewed, edited, and approved course materials

• Implemented instructional strategies to support interns and Web developers

Feb 2003 – Nov 2004 Harness, Dickey & Pierce, P.L.C. Troy, MI

Training Coordinator

• Created a training curriculum for an Intellectual Property law firm

• Designed and developed course materials on MS Office, legal, and technical

topics

• Facilitated classroom training and workshops including new-hire orientation

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Sherita L. Jackson

30515 Fourteen Mile Road, #32

Farmington Hills, MI 48334

248-***-**** - (Home)

248-***-**** - (Cellular)

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

May 2002 – Feb 2003 The Abreon Group Pittsburgh, PA

Instructional Designer

• Designed and developed course materials for the healthcare industry

• Led instructional design project teams for Trinity Health

• Identified training requirements by performing needs assessments

Mar 1999 – Oct.2001 EDS Troy, MI

Instructional Designer/Web Developer

• Designed and developed instructor-led training and Web-based training

• Facilitated classroom training and workshops

• Proofread and edited materials

Sep – Dec 1995 Southfield Public Schools Southfield, MI

Training and Development Internship (earned academic credit at Oakland University)

• Designed training metrics for the adult education program

• Created a promotional video for the local television station

Education Oakland University Rochester, MI

Pursuing a Masters degree in Training and Development

Focus: Leadership and Organizational Development

Oakland University Rochester, MI

Bachelor of Science, Human Resources Development, December, 1995

Specialization: Training and Development

Minor: General Business

GPA: 3.76

• Strategic Project Design and • Teamwork and Problem Solving

Professional

Leadership

Training • Business Solutions

• Task Analysis • Organizational Development

• Needs Analysis • Behavioral Interviewing

• Navigating Change • Diversity in the Workplace

Other Oct 1997 – Mar 1999 EDS/General Motors Warren, MI

Experience Vehicle Team Analyst

• Analyzed and reported global car program data

• Facilitated face-to-face, audio, and video meeting

Oct 1996 – Oct 1997 EDS/General Motors Troy, MI

Customer Service Representative

• Answered incoming customer calls

• Reported trends to General Motors

May 1993 – Sep 1996 Comerica Bank Southfield, MI

Customer Service Representative

• Processed financial transactions

• Reconciled bank cash totals

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