Customer Service Manager

Teresa Pugliese

407-***-**** I ***************@*****.***

SKILLS

• Analysis of target audiences, learning

environments, training objectives, learning

theories, and the existing gaps between

expectations versus current performance

• Agile in shifting positions between making

decisions and leading a team, following

instructions as a team player, and working

independently discovering outcomes through

personal research

• Designing learning objectives, systematic

strategies for planned development,

instructional prototypes, user responsive

interfaces, assessment instruments and

strategy evaluation tools

• Development of interactive courseware, web-

based multimedia instructional content,

storyboards, audio based content, visually

stimulating training, and simulated

environments

• Implementing authoring tools, instructional

design methods into training facilitation,

information obtained by software engineers,

and media integration into web-based

multimedia content

• Evaluating instructional content at both

formative and summative levels

• Establishing and maintaining communicative

relationships with clients to ensure their

expectations are fulfilled

EXPERIENCE

• Account Manager Plain Name Media 08/16 – 04/17

• Instructional Designer InBIA 08/16 – 04/17

• Instructional Designer GDIT 08/15 – 02/16

• Instructional Designer Cubic 05/15 – 06/15

• Customer Service Prestige Marketing 10/14 –

05/15

• IT Service Desk ORC at UCF 08/13 – 02/14

• IT Service Desk UCF Daytona 04/11 – 02/12

EDUCATION

• Master of Arts 2014 University of Central Florida Instructional Systems Design and Technology, Instructional Systems Track

• Bachelors of Science 2011 University of Central Florida Psychology

LEADERSHIP

• InBIA – Training Department – Temporary Director

(Hosted pre-conference training event while director was on maternity leave)

• Speak Up Florida – Non-Profit - Cofounder, Board of Directors

(Host study groups, speak on information panels, attend community building events)

• SSDP at UCF – International Organization – Founder

(Created organizational presence on campus, hosted the south-eastern regional conference, worked with Golden Rule Committee to amend policies which harmed student

success)

• Shatterproof – Non-Profit – Ambassador

(Spread awareness, participated in a CDC PSA)

REFERENCES

• Michelle Staley

Senior Director of Training and Research at InBIA

• Christina Buck

Program Administration Manager at InBIA

• Orion Beadling

Principal Instructional Systems Designer / Project Manager at GDIT

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