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Customer Care Training

Houston, Texas, United States
January 16, 2018

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Chinwendu ‘Rose’ Ejezie



Seeking an instructional design position, were I can utilize my skills in learning and development, talent management, project management, and change management.


Masters of Science, Human Resource Development, University of Houston, May, 2015, GPA: 3.8

Bachelor of Arts, English and Literary Studies, University of Port Harcourt Nigeria, April, 2012

Technical SKILLS

Microsoft Office Storyline Articulate iSpring Adobe Captivate Adobe Photoshop SharePoint 2010 SharePoint 2013 Prezi Visio Camtasia Spotfire

Employment Eligibility

I am a resident of the United States (Green card holder) which qualifies me to work for any employer in the United States without the need of any form of sponsorship both now and in the future.

Relevant Graduate Projects

General Electric (GE)

Designed GE oil and gas eLearning module detailing and demonstrating the applications and regulatory compliance for PMI equipment (Positive Material Identification). Built in Storyline Articulate, this module will be used by the sales people, technicians and field engineers (March 2014-May 2014).


Worked as an instructional designer on an existing Weatherford training course designed to introduce the sales employees to Weatherford’s 12 product lines.


KGS Government Solutions, Senior Learning and Development Specialist March 2017 – Present

Developed a training plan and schedule for the Veteran Affairs Financial Services Data Analytics team.

Developed and structured the Veteran Affairs Financial Services Data Analytics training team by; creating a training request link, developing a training development workplan, developing a needs analysis template, developing a project development style guide and developing a training assessment questionnaire.

Developed an Agile Framework training course for the Veteran Affairs Data Analytics team (25 participants). This course was deployed as an ILT.

Developing an eLearning course on VA Time and Attendance System tool. This course is to be completed by the VA Financial Services customers (500+) and is to be deployed as a computer based training.

Developed a user guide on Fee Bases Claims System tool. This user guide is used by VA Financial Services customers (500+) and it was deployed through the VA Pulse.

Conducted a post training assessment for all the trainings that have been deployed both internally and externally.

Developing an introductory course on how to use Spotfire. This training will be used but internally and externally.

Maximus, Instructional Design Specialist, May 2015 – March 2017

Redesigning the Call Center Special Escalation Unit curriculum

Facilitated the quarterly build training for a total of 17 frontline staffs per class.

Developed an eLearning course for Maximus supervisors and managers to ease the company's introduction of the new tool Verint i360.

Updated and Redesigned the Eligibility Support Customer Care Representative New Team Member Curriculum.

Developed an Existing Team Member Training on a new feature called Telephonic Signature for over 500 participants. This course will be deployed as an ILT.

Developed a Quality Control Build Refresher training for the Customer Care Representative staffs

Developed and designed an instructor led training for the Eligibility Support - Customer Care Representative September 2015 Build for over 500 participants.

Conducted train the trainer sessions for the Eligibility Support - Customer Care Representative September 2015 Build which was attended by 10 trainers.

LINN Energy, Part-time Training Specialist

December 2014 – March 2015

Developed eLearning courses for Linn Energy employees to support their company’s migration from SharePoint 2010 to SharePoint 2013.Deliverables included 18 eLearning modules that were published on the company’s training site.

Facilitated classroom based trainings in order to ease the company’s transition from SharePoint 2010 to SharePoint 2013.

Converted an instructor–led course on data warehouse management into a user-friendly online course to be accessed by the field employees.

Scheduled the data warehouse management classroom sessions for 17 locations in US.

SHUART Women’s Archive & Research Collection University of Houston, Graduate Assistant

February, 2014 - December 2014

Prepared quick reference guide documents used by the library patrons for locating materials they need from the various archival collections.

Developed preservation process to include; documenting, rehousing and organizing archival materials in acid free folders.

Texas Health and Human Service Commission, Office of the Social Services. Professional Development - Leadership Academy Program Specialist Intern, September - December 2014

Developed and designed a computer and classroom based Prerequisite Course on DiSC Behavioral Profile and SWOT Analysis using storyline articulate which is expected to be completed by the 25 participants of the Leadership Academy Program.

Assisted in the developing, designing, maintaining and marketing of the Professional Development SharePoint site.

Parker Drilling, Technical Training Intern, May - September 2014

Assisted in the organization of competency assessment worksheets used during performance reviews and inspections of rig-based employees.

Assisted in the conversion of classroom based training into online training for the employees.

Performed a task analysis on the existing job descriptions to ensure alignment with the actual skills being used by the employees in the field.

International Bank of Commerce, Houston, TX Mar 2013 – Jul 2013

Teller Operation Personnel

Ensured that banking policies and regulations are properly enforced.

Ensured that there was no error on a daily basis by performing the required risk assessment.

Point Park Secondary School, Nigeria

English and Literature Teacher/ Counselor, June 2011- August 2012

Facilitated English and Literature courses to total of 60 students in the junior secondary section

Ensured students were adequately prepared for their external exams by providing additional one-on-one coaching, which resulted in an 85% success rate achieved by the students.


Association for Talent Development (formerly American Society for Training and Development (ASTD)

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