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Customer Service Training

Milpitas, California, 95035, United States
January 31, 2018

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Curriculum Vitae

Ayse Kok Arslan

**** ****** ***** *****: 669 214 90 30

Milpitas, 95035 Email:


Biography: Born June 18,1979; Turkey, Green-card holder

Programming Languages: C++, Ruby. SQL, JavaScript, CSS, HTML 5.0

Language Skills: German (advanced), English (advanced), Arabic (intermediate), French (beginner), Turkish (mother tongue)


M.Phil. in Technology Policy, Cambridge University 2016

M.Litt. in Social Sciences, University of Oxford 2015

M.Sc. in Learning & Technology, University of Oxford 2006

B.Sc. in Management Information Systems, Bogazici University 2003


Professional Experience

Google, Mountain View, USA- Content Developer (July, 2017- Oct, 2017)

Led the content development and design of highly technical Google Playstore and Google Appstore trainings for both classroom and real-time, synchronous web environments by using Evolve.

Developed instructor guides, student guides and other online training materials in collaboration with Google Play and App Store subject matter experts and product managers across a variety of functional teams.

Oversaw, coordinated and participated in "Train the Trainers" events for call center agency trainings and transformed curriculum for Google call center agents, reducing training time from three to two weeks, while simultaneously improving time-to-proficiency. Transforming the curriculum drove $2 + million in savings for the company.

Conducted content gathering meetings with internal partners in a cross-functional capacity and partnered with other subject matter experts to localize training content for multiple geographies (including the Korea, Japan and China).

National Health Services, London, UK- Lead Content Design Analyst (May, 2015- May, 2016)

Successfully developed content and delivered learning solutions to educate NHS workforce and drive organizational performance.

Leveraged and heavily used Articulate Storyline, Adobe Captivate, Camtasia for projects

Galvanized eLearning best practices for healthcare and created rapid eLearning prototypes (in as little as 1 - 2 days)to create a library of targeted interactivities that helped reduce design time by 80%.

Completed the development of medical training programs (30 courses in total) three months ahead of deadline.

Utilized classroom, sessions for train-the-trainer programs based on individual training needs.

Completed the development of medical training programs (30 courses in total) three months ahead of deadline.

Observed courses and completed instructor evaluations, material analyses and revisions, data review, collation, and comparative analyses.

BNPP, Istanbul, Turkey- E-learning Supervisor (May, 2012- Dec, 2013)

Provided content strategy and training implementation support for internal global BNPP operations. Lead the design and development process for large-scale training solutions for both internal and external clients.

Received widespread recognition for launching a digital leadership and sales academy and deploying digital talent development programs across the bank Established coherent procedures to implement the training process by marrying various approaches across branches and other bank’s joint ventures and eliminating an awkward and arcane set of processes.

Created a digital project management training program that won a Brandon Hall award for the project design. Saved the company over $ 0.5M by developing a New Hire program that effectively on-boarded the bank staff to productivity in the first week of employment.

Led virtual client work sessions across different departments and branches of the bank to analyze business goals and craft learning strategies faster and less expensively than could be done on-site.

Improved employee orientation by designing and developing a highly interactive course which incorporated video, audio and interactive knowledge checks in collaboration with management and administration.

Increased ROI based on volume of course deployments within quarterly and/or annual period.

Evaluated the effectiveness of courses using Kirkpatrick's 4 levels of Evaluation.

Designed online training courses for IT, Marketing Sales & Support, Internal Audit and Customer Service with multiple development tools (>50 courses in 2 year period).

Applied performance and front end analysis techniques, including job task, cost benefit, and occupational analyses to develop instructional plans.

NATO- Air C2IS Project Working Group, Ankara, Turkey- Lead Content Designer (Jan, 2011- Jan, 2012)

Managed the delivery of the technical content for both computer-based and on-site training for various NATO future systems using an Instructional Systems Design approach such as the Systems Approach to Training, Analysis, Design, Development, Implementation, and Evaluation (ADDIE), or Criterion Referenced Instruction by use of Java and Python technologies with adaptable machine learning algorithms.

Worked collaboratively with multiple subject matter experts (SMEs) to effectively translate highly technical concepts into user-friendly, professional learning programs, with an emphasis on Java and C++ development.

Collaborated with SMEs to develop training programs that trained members of the NATO agency up to operational efficiency standards.

Designed and developed course materials from scratch.

Provided top-level technical expertise in Instructional Systems Design.

Conducted the entire ADDIE process for comprehensive training programs at the NATO Ramstein Training Center.

Designed, developed, and executed Kirkpatrick Level 1-3 evaluation tools for multiple courses, including beta and pilot testing.

European Commission Project (“Lifelong Learning in 3 Dimensional Environments”), London, UK- Content Analsyt (October, 2008- December, 2009)

Managed the content development and user case scenario development for a virtual reality platform for adult training programs (in partnership with King’s College in London)

Created storyboards for approval for development for all e-learning courseware

Captured and edited video for integration into PowerPoint and e-learning courses

Developed Standard Operating Procedures for EU accreditation process and internal business function

Delivered, implemented, and evaluated blended learning solutions following ADDIE methodologies, in accordance with EU policies and procedures.

United Nations Systems and Staff College, Turin, Italy, Summer Intern (July 2006- October, 2006)

Initiated the development of the main communication and training portal used by the UN personnel. Managed modifications to the taxonomy structure, based on requirements from the UN Country Programme Support Group, keeping in mind information management principles

Ernst & Young, Istanbul, Turkey- Junior Tech. Services Consultant (June, 2003- June, 2005)

Delivered and participated at the business advisory support solutions; providing business process and application control reviews and general IT control reviews, control assessments and recommendations for a number of multinationals, Turkish banks and production companies

Academic Experience

Bogazici University, Management Information Systems Department, Istanbul, Turkey- Adjunct Faculty Member (Jan, 10- Mar, 15)

Lectured senior level and graduate students on fundamentals of enterprise training systems and instructional design methodologies

UOC (Unesco Chair in E-learning), Barcelona, Spain- Online Tutor (Jan, 07- Dec, 11)

Lectured two courses “Fundamentals of E-learning and Instructional Design” and “Supporting Learning through ICT” for ICT professionals


American Research Foundation 2016

Brandon Hall 2013

BNPP Corporate Award 2013

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